Brush Salon — Support
Shipping & Returns
How fast we ship, what it costs, and exactly what happens if something needs to come back — tracked and insured on every order.
Delivery & processing
How and when your order ships.
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.
Free 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.
Methods & rates
Free standard over the threshold, or a faster option at checkout.
Shipping protection
Optional coverage for extra peace of mind.
Add optional Shipping Protection at checkout and your order is covered against lost or damaged packages in transit — so you can shop with confidence.
Lost packages
If your package is lost in transit, we'll investigate and replace your order at no additional cost.
Damaged packages
If it arrives damaged, file a claim for a replacement or store credit — just send clear photos for verification.
Please note: ship to an address where someone can receive the package during delivery hours, and track your parcel. We can't be held liable for stolen packages once they've been marked delivered.
Holidays
We ship weekdays, excluding these Canadian federal holidays.
Fine print
Everything else, tucked away neatly.
Authority to leave+
Please provide a delivery address open during business hours (a business address is ideal) so your parcel arrives safely. We can't be responsible for lost or stolen parcels once they've been dispatched.
High‑value orders ($200+)+
To protect high‑value shipments, orders of $200+ (before tax and shipping) may, at our discretion, require in‑person pickup with a card‑for‑pickup option.
- Eligibility — orders $200+ before taxes and shipping.
- Notification — we'll contact you via the email or phone from checkout.
- Pickup — bring valid government photo ID and your order confirmation.
- Proxy pickup — a designated person may collect with signed authorization plus both IDs.
- Timeframe — collect by the deadline, or the order may be cancelled and refunded.
Taxes & duties+
For all international orders, the customer is responsible for any taxes and duties due upon delivery.
Rejected shipments+
Unclaimed or rejected shipments return to us. A $15.00 CAD return fee applies and the remaining balance is refunded as store credit.
Changes to your order+
We can't change orders once shipped. To adjust before shipping, email bookings@brushsalon.ca. If an order returns for an insufficient address, a $5.00 CAD fee applies and the rest is issued as store credit.
Returns & exchanges
If something isn't right, we'll help you sort it.
14‑day window
Request a return within 14 days of delivery.
Condition
Unused, unopened, and in original packaging with seals intact.
Hygiene
Opened or used hair care, skin care, and tools can't be returned.
Start a return
Email bookings@brushsalon.ca with your order number.
Return shipping
Customer's responsibility unless the item is faulty or our error.
Refunds
Original payment within 5–10 business days, or store credit if preferred.
Exchanges
Email us to swap for a different product or shade.
Damaged or wrong item
Contact within 7 days with a photo — we'll make it right and cover shipping.
Final sale: gift cards and sale / clearance items can't be returned or exchanged.
Still have questions?
Our team will help with shipping, tracking, or a return.