Shipping Policy
SHIPPING
Orders received before 3:00 p.m. Mountain Time will ship the same business day, unless there is an unavoidable delay. Orders received after 3:00 p.m. Mountain Time will be shipped the following business day. Please note that business days refer to Monday - Friday and exclude holidays and weekends (see below). This means that if you place an order after 3:00 p.m. Mountain Time on a Friday, it will ship the following Monday.
FedEx Overnight shipments placed after 3:00 p.m. Mountain Time on Friday will not be shipped from our warehouse until Monday and will not arrive to your location until Tuesday.
We highly recommend that you order your products at least 7-10 business days before your scheduled appointments. This gives the chosen carrier time to complete the pickup and delivery before you need it.
In rare circumstances (out-of-stock, power outage or harsh weather conditions), this deadline may be missed. Orders received after this time or during a holiday or weekend will be picked, packed and shipped the next business day.
Out of Stock Items. Occasionally, some of our products may be out of stock. If an item is out of stock, it will be reflected on our website. In the event we run out of stock as we are pulling your order, every attempt will be made to reach you via email or phone to advise you of your options. If we are unable to reach you within 24 business hours, the rest of your order will be shipped to you.
The shipping countdown begins once your order is picked up by FedEx. You will receive an email with your tracking information once your package has been picked up from our facility. If you cannot locate this email, or need to know your tracking information, please contact orders@islahair.com.
Shipping options through FedEx require a physical address (no P.O. boxes). Any orders with P.O. Boxes as the delivery address will not be shipped.
If, before placing your order, you have any questions about when your order will ship or when it will arrive, please email our customer service at orders@islahair.com. We can help you select the correct shipping method to get the product to you on time.
Holidays Include:
- Labor Day
- Thanksgiving Day
- Christmas Day
- New Year's Day
- Memorial Day
- Independence Day
Shipping an Order
Carrier we use: FedEx.
(The option to select your shipping method is during checkout.)
PLEASE NOTE: FedEx cannot deliver to P.O. boxes. If you submit a P.O. box for your shipping address, we will try to contact you so we can update your shipping address or select a different carrier.
|
Class of Service |
Description |
Cost |
|
Next-business-day delivery by 10:30 a.m. to most U.S. addresses; by noon, 4:30 p.m. to 5 p.m. in remote areas; by noon, 1:30 p.m. or 4:30 p.m. on Saturdays. |
$40 |
|
|
Next-business-day delivery by 3 p.m. to most U.S. addresses, by 4:30 p.m. to rural areas and by 8 p.m. to residences. |
$30 |
|
|
By 4:30 p.m. in 2 business days to most areas (by 8 p.m. to residences). |
$20 |
|
|
1–5 business days within the contiguous U.S., 3–7 business days to and from Alaska and Hawaii. Check transit times based on your zip code. Delivery Monday-Friday by end of business day |
$16 |
|
|
1–5 business days within the contiguous U.S., 3−7 business days to and from Alaska and Hawaii. Delivery Monday-Saturday between 9am and 8pm. |
$16 |
International orders can be shipped using FedEx International services (Priority and Economy).
International orders may be subject to local charges. Any customs or import duties and associated fees are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. ISLA cannot be held responsible for any additional charges on your order, nor can we accept a return of the order in this case. Customs policies vary widely from country to country, so please contact your local customs office for further information. If you refuse to pay these charges, your parcel may be abandoned, and ISLA will not be held responsible for any loss of funds as a result of this occurrence.
Changing an Order
We ship orders out at 3:00 p.m Mountain Time every weekday (excluding holidays).
If you need to change or cancel your order, email us at orders@islahair.com, as soon as possible, on the same day your order was placed, or the soonest weekday after ordering. While we are unable to guarantee changes or updates on orders, we will do our best to make the changes before the order is shipped.
Tracking an Order
Soon after placing an order, you will receive a tracking number by email. You can use this number to track the progress of your package as it is delivered to you.
Products Lost or Damaged In Transit:
All Shipments are FOB Salt Lake City, Utah. We cannot guarantee the performance of our carriers. We will assist our customers in any deficiency in third-party shipping services but are not responsible for such deficiencies. All orders are therefore insured for the value of the shipment by the third-party service.
ISLA will do everything in our power to ensure prompt delivery on all orders. However, due to acts of nature and other issues, there are times when our chosen carriers are not able to perform the service requested. During these circumstances, ISLA will not issue a refund for the shipping charge for a delayed package.
What should I do if my product is lost or damaged?
Please email orders@islahair.com and a customer service representative will assist you in filing a claim with the respective carrier. This usually takes 7 to 10 business days to resolve. In the meantime, if you wish, you can place another order and have it shipped through your desired delivery method. If the filed claim results in a refund we will reimburse the full amount to you in the form of credit or a refund.