FAQ
ORDERS & PROCESSING
What’s the difference between processing time and shipping time?
Processing time is everything that happens before your order ships. This includes sourcing your hair from our supplier, quality checks, washing and preparing your hair, and packaging your order.
Processing time: 5–8 business days
Shipping time begins once your order has been handed off to the carrier. This is the time it takes for your package to travel from us to you.
Processing time and shipping time are separate. Your estimated total delivery time is processing time + shipping time.
Express and standard shipping options are available. Exact rates and estimated delivery times for your address will be shown at checkout.
Can I change my order after placing it?
If you need to make a change to your order, please contact us within 12 hours at hello@ujaicurl.co.
Because we begin processing orders shortly after they are placed, we cannot guarantee that changes can be made once processing has begun.
Can I change my shipping address?
Please double-check your shipping address before completing your order.
If you notice an error, contact us as soon as possible at hello@ujaicurl.co. We will do our best to update your address before your order ships, but we cannot guarantee changes once processing has begun.
Once your package has been handed off to the carrier, we are unable to change the delivery address.
SHIPPING & DELIVERY
Where do you ship?
We ship worldwide!
Available shipping options, rates, and estimated delivery times will be calculated for your address at checkout.
How will I know when my order has shipped?
Once your order has finished processing and has been handed off to the carrier, you’ll receive a shipping confirmation email with your tracking number.
You can use your tracking information to follow your package throughout its journey to you.
Will I have to pay customs or duties?
International orders may be subject to customs fees, import duties, taxes, or other charges determined by the destination country.
These charges are not included in your order total or shipping fee and, if applicable, are the responsibility of the customer.
UJAI Curl Co. does not control or determine customs charges.
What happens if my package is delayed?
Once your package has been handed off to the shipping carrier, delivery times may occasionally be affected by circumstances outside of our control, including carrier delays, weather, customs processing, or high-volume shipping periods.
Please refer to your tracking information for the most up-to-date delivery status.
If you believe there is an issue with your shipment, contact us at hello@ujaicurl.co and we’ll do our best to assist you.
What if my package is lost or marked as delivered but I can’t find it?
If your tracking shows that your package has been delivered but you cannot locate it, please check around your property, with members of your household, neighbors, concierge/front desk, or your local carrier.
If your package still cannot be located, contact the shipping carrier using your tracking number and email us at hello@ujaicurl.co so we can assist where possible.
UJAI Curl Co. is not responsible for packages lost or stolen after confirmed delivery to the address provided at checkout.
LOCAL PICKUP
Do you offer local pickup?
Yes! Local pickup is available in NW Calgary
Local pickup orders are arranged directly through us rather than through the website.
To place a local pickup order, send us a DM with your name, email address, and the lengths you would like to order.
Payment is made by e-transfer. Once your order is ready, typically within 5–8 business days, we’ll contact you to arrange a pickup day and time.
CANCELLATIONS, RETURNS & REFUNDS
Can I cancel my order?
Yes. Orders may be cancelled within 12 hours of being placed for a full refund.
After the 12-hour cancellation window has passed, your order will have entered processing and can no longer be cancelled.
To request a cancellation, email hello@ujaicurl.co as soon as possible with your name and order number.
What is your return and refund policy?
Due to the nature of our products, all sales are final once the 12-hour cancellation period has passed.
We do not accept returns, exchanges, or refunds for change of mind, incorrect length selections, or other customer purchasing errors.
Please review your order carefully before completing checkout.
This policy does not apply if you receive an incorrect item.
What if I receive the wrong item?
If you believe you received an incorrect or defective item, please contact us at hello@ujaicurl.co within 48 hours of delivery.
Include your order number, a description of the issue, and clear photos or videos showing the item and its condition.
Please do not wash, install, alter, cut, colour, or otherwise modify the hair before contacting us regarding an issue.
If we confirm that an error was made on our end or that the item arrived defective, we’ll work with you to make it right.
STILL HAVE QUESTIONS?
We’re happy to help! Email us at hello@ujaicurl.co with any questions or concerns.
We typically respond within 24–48 hours.