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Shipping policy

Processing

Orders are generally processed within 1–4 business days. We aim to process within 24 hours, but orders placed over weekends or holidays — and during launches, restocks, limited-edition releases, and promotions — may take a little longer. To speed things up, an order may ship in two parcels, in which case you’ll receive two tracking numbers. We’ll always email you the moment your order ships, or if we foresee any delay.

Shipping

Free standard shipping on orders $150+ across Canada, tracked and insured. We ship Monday–Friday from our distribution centre.

Carrier note: From time to time a courier may experience service disruptions or delays outside our control. If that happens, we’ll ship your order with a reliable alternative carrier to keep delivery on track.

Shipping methods

  • Standard (tracking & insurance, orders $150+) — Free, Canada nationwide
  • Expedited — Calculated at checkout, all US states & Canadian provinces
  • Xpress — Calculated at checkout, all US states & Canadian provinces
  • Priority — Calculated at checkout, all US states & Canadian provinces

We ship weekdays, excluding these Canadian federal holidays: New Year’s Day, Family Day, Good Friday, Easter Monday, Victoria Day, Canada Day, BC Day, Labour Day, Thanksgiving Day, Remembrance Day, Christmas Day, and Boxing Day.

Shipping protection

Add optional Shipping Protection at checkout and your order is covered against lost or damaged packages in transit.

  • Lost packages: If your package is lost in transit, we’ll investigate and replace your order at no additional cost.
  • Damaged packages: If your package arrives damaged, file a claim for a replacement or store credit — please provide clear photos of the damaged package and products for verification.

Please note: ship to an address where someone can receive the package during delivery hours, and track your parcel. We cannot be held liable for stolen packages once they have been marked delivered.

Authority to leave

Please provide a delivery address open during business hours (a business address is ideal) so your parcel arrives safely. We cannot be responsible for any lost or stolen parcels once they have been dispatched.

High-value orders ($200+)

To protect high-value shipments, orders of $200 or more (before tax and shipping) may, at our discretion, require in-person pickup with a card-for-pickup option. If your order qualifies, we’ll contact you using the email or phone provided at checkout with full instructions. Please bring valid government-issued photo ID and your order confirmation; a proxy may collect on your behalf with a signed letter of authorization plus a copy of both IDs. Orders not collected by the stated deadline may be cancelled and refunded per our refund policy.

Taxes & duties

For all international orders, the customer is responsible for any taxes and duties due upon delivery.

Rejected or unclaimed shipments

Shipments that go unclaimed or are rejected for any reason are returned to Brush Salon. A $15.00 CAD return fee applies, and the remaining balance is refunded as store credit.

Changes to your order

We are unable to change orders once they have shipped. To adjust an order before it ships, email [email protected]. If an order is returned due to an insufficient address, a $5.00 CAD return fee applies and the remainder is issued as store credit. It is the customer’s responsibility to contact the courier to redirect a parcel; we are not responsible for orders delivered to an incorrect address provided at checkout.

Returns & exchanges

  • Window: Please request a return within 14 days of delivery.
  • Condition: Items must be unused, unopened, and in their original packaging with any seals intact.
  • Hygiene: For health and safety, opened or used hair care, skin care, and tools cannot be returned or exchanged.
  • Start a return: Email [email protected] with your order number and the item(s) you’d like to return, and we’ll send instructions.
  • Return shipping: Return shipping is the customer’s responsibility unless the item is faulty or we made an error.
  • Refunds: Once we receive and inspect your return, we’ll refund your original payment method within 5–10 business days, or issue store credit if you prefer.
  • Exchanges: Email us to arrange an exchange for a different product or shade.
  • Damaged, defective, or incorrect items: Contact us within 7 days of delivery with a photo — we’ll make it right and cover the shipping.
  • Final sale: Gift cards and sale / clearance items are final sale and cannot be returned or exchanged.

Questions? Email [email protected] or call +1 604 559 1737.