Shipping policy

Shipping Policy

Effective Date: January 1, 2026

Thank you for shopping with On The Grow Hair Retention Solutions. We are committed to processing and shipping your order as efficiently as possible while maintaining the quality and integrity of our products.

Please review our Shipping Policy carefully before placing your order.

Order Processing Times

All orders are processed within 2–5 business days after payment is successfully received.

Business days do not include:

  • Weekends

  • Federal holidays

  • Carrier-observed holidays

Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information.

Pre-Orders & Peak Season Fulfillment

During:

  • Product launches

  • Restocks

  • Promotions

  • Holiday seasons

  • High-volume periods

certain products may be offered as pre-orders.

Pre-orders may require approximately 2–14 business days for fulfillment before shipment.

Estimated fulfillment windows are provided as guidelines only and may vary depending on order volume, inventory availability, and carrier operations.

Shipping Carriers

Orders are shipped using:

  • USPS

  • UPS

Carrier selection is determined based on shipping destination, package size, and operational efficiency.

Shipping delivery estimates are provided by the carrier and are not guaranteed by On The Grow.

Shipping Address Accuracy

Customers are responsible for ensuring all shipping information is entered correctly at checkout.

Please verify:

  • Name

  • Street address

  • Apartment or suite number

  • ZIP/postal code

  • Contact information

On The Grow is not responsible for:

  • Orders shipped to incorrect addresses provided by the customer

  • Delivery delays caused by incorrect address information

  • Returned packages due to address errors

  • Lost or misdelivered packages caused by customer input errors

If a package is returned to us due to an incorrect or insufficient address, customers may be responsible for additional shipping fees to reship the order.

Order Changes & Cancellations

Because orders are processed quickly, we cannot guarantee order modifications or cancellations once an order has been placed.

Please contact us immediately at:

hello@getonthegrow.com

if you need assistance with your order.

Tracking Information

Once shipped, customers will receive tracking details via email.

Please allow up to 48 hours for tracking information to update after shipment confirmation.

Lost, Delayed, or Stolen Packages

Once a package has been transferred to the shipping carrier, On The Grow is no longer responsible for delivery-related issues including:

  • Shipping delays

  • Lost packages

  • Stolen packages

  • Carrier service interruptions

  • Weather-related delays

If your package is marked as delivered but cannot be located, please contact the shipping carrier directly to file a claim or investigation.

Damaged Shipments

If your order arrives damaged or defective, customers must contact us within 3 business days of delivery.

Please email:
hello@getonthegrow.com

with:

  • Your order number

  • Clear photos of the damaged product(s)

  • Photos of the packaging and shipping label

Approved claims may qualify for a replacement or refund in accordance with our Return & Refund Policy.

International Shipping

We currently:

  • Only ship within the United States

Customers are responsible for any:

  • Customs fees

  • Duties

  • Import taxes

  • Additional carrier fees

On The Grow is not responsible for customs delays or international shipping restrictions.

Shipping Delays

While we strive to meet all estimated processing and delivery timelines, delays may occur due to:

  • High order volume

  • Carrier disruptions

  • Severe weather

  • Supply chain interruptions

  • Holidays

  • Operational delays outside our control

We appreciate your patience and understanding during these situations.

Fraud Prevention & Order Verification

To protect our customers and business, On The Grow reserves the right to:

  • Hold orders for additional verification

  • Cancel suspicious transactions

  • Refuse service in cases of suspected fraud or abuse

Customers may be contacted for additional verification before shipment.

Contact Us

For shipping questions or support inquiries, contact:

On The Grow Hair Retention Solutions
Email: hello@getonthegrow.com

Grow it. Keep it.