Frequently Asked Questions

Find answers to common questions about our products and services.

General Questions

What hair types are On The Grow products made for?

Our products are designed to support a wide range of hair types and textures, including curls, coils, waves, straight hair, and chemically treated hair. We focus on moisture retention, strength, softness, and helping reduce breakage for healthier-looking hair over time.

How long does it take to see results?

Hair journeys are different for everyone, but many customers begin noticing improvements in softness, moisture, manageability, and reduced breakage within the first few uses. Consistency is key when it comes to healthy hair retention and long-term results.

Are your products made with clean ingredients?

Yes. At On The Grow, we believe clean beauty should still be effective. Our formulas are thoughtfully created with ingredients like pea protein, ginger root extract, algae, and cucumber extract to help nourish and support healthier-looking hair without unnecessary harsh additives.

How often should I use the Growth Guard Hair Mask?

We recommend using the Growth Guard Hair Mask 1–2 times per week depending on your hair’s moisture and protein needs. It works especially well as part of a consistent wash day routine to help support softness, hydration, and strength.

Can I use the entire On The Grow system together?

Yes. Our products are formulated to work together as a complete healthy hair care routine. The Length Defense Shampoo helps cleanse without stripping, the Growth Guard Hair Mask deeply nourishes and strengthens, and the Length Keeper Leave-In helps lock in moisture and support daily hydration and manageability. Using the full system consistently can help support healthier-looking hair over time.

Shipping & Delivery

How long does shipping take?

Orders are typically processed within 2–5 business days, excluding weekends and holidays. During launches, restocks, or pre-order periods, fulfillment may take 2–14 business days. Once shipped, you’ll receive tracking information via email.

What shipping carriers do you use?

We currently ship orders through USPS and UPS. Carrier selection may vary depending on package size, destination, and shipping availability.

How do I track my order?

Once your order ships, you will receive a shipping confirmation email containing your tracking number and tracking link. Please allow up to 48 hours for tracking updates to appear.

What happens if I enter the wrong shipping address?

Customers are responsible for entering the correct shipping information at checkout. On The Grow is not liable for orders shipped to incorrect addresses provided by the customer. Please double-check all shipping details before placing your order.

My package says delivered but I can’t find it. What should I do?

If your package is marked as delivered but cannot be located, we recommend checking around your property, with neighbors, or contacting the shipping carrier directly. Once packages are transferred to USPS or UPS, On The Grow is not responsible for lost or stolen packages.

Returns & Refunds

Do you accept returns or exchanges?

Due to the hygienic nature of cosmetic and hair care products, all sales are final. We do not accept returns or exchanges once an order has been delivered.

What if my order arrives damaged or defective?

If your order arrives damaged, leaking, defective, or incorrect, please contact us within 3 business days of delivery at hello@getonthegrow.com with your order number and clear photos of the issue. Approved claims may qualify for a replacement or refund.

Can I get a refund if the product didn’t work for my hair?

Because hair results vary from person to person based on hair type, routine, and consistency, we do not offer refunds based on personal results, preference, scent, or texture satisfaction.

What information is needed to submit a damaged order claim?

To help us review your claim quickly, please include: Your full name Order number Photos of the product Photos of the packaging Photos of the shipping label A brief description of the issue Incomplete claims may delay processing.

How long do refunds take to process?

If your claim is approved, refunds are issued back to the original payment method. Please allow 7-10 business days for your bank or payment provider to process the refund after it has been issued. If it has been longer than this time period check with your bank for more information.