Shipping policy

Last Updated: 19th of August, 2026

Shipping Policy

Order Processing Time

Upon successful placement of your order and payment confirmation, we typically process and prepare your order for shipment within 1-3 business days. “Business days” are Monday through Friday, excluding U.S. federal holidays. Orders placed on weekends or holidays will begin processing on the next business day. If there is any significant delay in processing (e.g., an item is temporarily out of stock), we will notify you via email.

Shipping Destinations

We currently ship our hair growth shampoo bars worldwide with certain exceptions. Our primary customer base is in the United States, European Union, United Kingdom, and other parts of Europe and Asia, and we strive to deliver to all these regions. If, for any reason, we cannot ship to your country or region, we will notify you at checkout or shortly after order placement and provide a full refund if payment was already made.

Please note: You are responsible for ensuring that import of our products is legal in your country. Our shampoo bars are topical cosmetic products, and some countries restrict, license, or require registration or additional documentation for the import of cosmetics or particular ingredients, so you should check your local rules before ordering. We are not responsible for packages refused or seized by customs due to unlawful status of the product in the destination country, but we will do our best to assist in such an unlikely event.

Shipping Methods and Carriers

We offer two shipping options, both of which are presented at checkout:

• Tracked Shipping (11-21 Business Days) — $0.00: Our standard option. The parcel travels by post and is handed to your national postal service for final delivery. It is free on every order and usually delivers within 11–21 business days. Times can vary and may extend beyond that window for remote areas or due to customs clearance. Tracking is provided (often with limited tracking once the parcel passes to the local mail service in the destination country).
• Expressed Tracked Shipping (3-7 Business Days) — $4.73: A faster postal service that typically delivers within 3–7 business days. It costs a flat $4.73 per order and comes with tracking. We recommend it if you would like your order sooner or want more reliable transit times.

During checkout, each option will show its estimated delivery timeframe. Keep in mind these are estimates and not guaranteed delivery dates; actual delivery can be affected by factors outside our control (see “Delays” below).

Shipping Costs

We charge flat shipping rates rather than calculating a price from package weight or dimensions. Tracked Shipping (11-21 Business Days) is $0.00 on every order, and Expressed Tracked Shipping (3-7 Business Days) is $4.73 per order. The exact shipping cost will be displayed at checkout before you finalize payment. The free option is always available to you, on every order and to every destination we serve — there is no minimum spend to qualify for it.

Be aware that only the faster option carries a charge, and that charge is the $4.73 shown at checkout. Any customs duties or import taxes are not included in the shipping fee (see “Customs, Duties & Taxes” below).

Order Tracking

Once your order is shipped, we will send you a Shipping Confirmation email that includes tracking information. This will typically contain:

• The carrier name and service (e.g., the postal service or courier carrying your parcel).
• A tracking number or code.
• A URL or instructions on how to track the package. For international parcels, you might track via the dispatching postal carrier until it leaves the country of dispatch, and then via your local postal service site (using the same tracking number).

Please allow up to 24-48 hours for the tracking information to update after you receive the notification, as there may be a slight delay before the carrier scans the package into their system.

If you do not receive a shipping confirmation within the expected processing time, please check your spam folder or contact us.

Customs, Duties & Taxes

International Orders (outside the United States): All international shipments may be subject to import taxes, customs duties, and fees levied by the destination country. These charges are not included in our product prices or shipping fees. As the recipient, you (the customer) are responsible for paying any such costs to your local customs authority or carrier before or upon delivery. Unfortunately, we have no control over these governmental charges and cannot predict their exact amount, as customs policies vary widely by country.

Here are important points to note:

• We will accurately describe the contents as a cosmetic product (shampoo bar) and declare the invoice value on the customs declaration form attached to your parcel, as required by law. We cannot mark orders as “ gift ” or understate the value to avoid customs fees, as that is illegal.
• If applicable, your country’s customs or the carrier will contact you (often via postcard, email, or phone) when the package is in customs, detailing any payable duties/VAT. They may hold the package until the charges are paid. Delays in payment can result in delivery delays or the package being returned to us.
• If a package is returned to us because you refused to pay import fees or did not arrange payment in time, we will treat it similar to a returned order. We can refund the product price minus any return shipping costs or fees we are charged (see Return Policy). We strongly urge you to be aware of your country’s import rules before ordering. If you need assistance or a rough estimate of duties, feel free to ask us and we’ll help to our best ability (though we can’t guarantee accuracy).

EU and UK VAT: As of now, we do not collect EU or UK VAT at checkout. If your order is below certain thresholds (e.g., €150 for EU, £135 for UK), normally the marketplace or seller must collect VAT under new rules. We are currently shipping directly from our fulfilment centre, and you as importer may be required to pay VAT on import or the carrier may require it on delivery. We are exploring options to streamline this (such as an IOSS registration for EU VAT collection) to improve customer experience. We will update our policies when / if we implement such systems. In the meantime, please be prepared for VAT payment on delivery. For higher-value orders above those thresholds, customs will definitely charge VAT and possibly duties (duty rates on cosmetic products vary by country, and some countries also ask for extra import paperwork, but VAT will apply at your country’s standard rate).

USA Sales Tax: For U.S. customers, any sales tax we are required to collect will be calculated and shown at checkout before you pay. Where we are not required to collect sales tax in your state, some states may require you, as the purchaser, to self- assess use tax on your purchase when filing state taxes. If our obligations change under marketplace facilitator rules or state economic nexus thresholds, we will comply with state laws and either begin collecting sales tax or inform you accordingly.

Delivery Attempts and Unclaimed Packages

Both of our shipping options are postal services, and neither requires a signature on delivery by default; the postal carrier may or may not request a signature depending on local practice. If delivery is attempted when no one is available, the carrier may leave a notice or attempt re-delivery. Often, postal shipments will be held at the local post office for a certain number of days for pickup. It is your responsibility to follow up with the postal service using the tracking information to arrange redelivery or pickup.

If a package is unclaimed or undeliverable due to an incorrect address provided, it may be returned to us. Please ensure your shipping address is complete and accurate (include any apartment or unit numbers, correct postal codes, etc.). If an order is returned to us by the carrier due to customer error (e.g., wrong address or failure to collect), we can reship it upon request, but you will be responsible for the additional shipping cost. Alternatively, we can treat it as a return – see our Return and Refund Policy and the 30-Day Money Back Guarantee for how refunds are handled in such cases (typically refund minus shipping costs). Because our products are personal care items sealed for hygiene reasons, any product that comes back with its seal or wrapper compromised is disposed of and is never returned to stock or resold; a returned parcel therefore results in a refund or a fresh reshipment, never a resale of compromised goods.

Delivery Delays

While we strive to meet the estimated delivery times, delays can occur. Common causes of delay include customs processing in the destination country, weather disruptions, pandemic- related slowdowns, or carrier logistical issues. If your order is significantly delayed (more than a week past the estimated latest arrival), please contact us so we can help investigate. We may open a case with the carrier to track the package. Most delays are resolved with a bit of patience, but we understand it can be frustrating – we will do what we can to ensure you receive your order or a satisfactory solution.

If your order does not arrive within 30 days of shipment (or within the agreed delivery timeframe), you have rights under consumer laws to a remedy. In the EU/UK, if we fail to deliver within the agreed time or, if no time agreed, within 30 days, you are entitled to cancel the order for a full refund. We voluntarily extend a similar promise to all our customers worldwide: if your package is extremely delayed or lost, we will either resend it or refund you. In practice, we consider a package “ lost ” if it hasn’t arrived within 30 days (for Expressed Tracked Shipping) or 45 days (for Tracked Shipping) after shipment, unless tracking shows it’s still making progress. We will file a lost package claim with the carrier and proceed with refund / reshipment.

Risk of Loss and Damage

All shipments are insured or otherwise protected against loss or damage in transit. We bear the risk of loss until the item is delivered to you (or a person designated by you) at the address you provided. This is in line with legal requirements for consumer sales. If the tracking shows “ delivered ” but you did not receive the item, please check with household members or neighbors to ensure it wasn’t mis- delivered, and contact the carrier for GPS delivery confirmation if available. Then inform us – we will work with you and the carrier to investigate. Ultimately, if a package was mis- delivered or lost after the carrier marked it delivered, we will make reasonable efforts to find it or file a claim. We may require you to sign an affidavit of non- receipt (for insurance purposes) before we re- ship or refund in such cases.

If your package arrives and the contents are damaged, a seal or wrapper is broken, or items are missing, please:

1. Note the damage with the carrier if possible (e.g., if box is visibly damaged, have the delivery person make a record or take a photo).
2. Take photographs of the damage to the packaging and the product.
3. Keep all packaging materials.
4. Contact us within 48 hours of delivery to report the issue. Because our shampoo bars are personal care products sealed for hygiene, a damaged or unsealed item cannot be put right and cannot be resold – so our remedy is always a replacement shipment or a refund, at no cost to you. In most cases photographs are all we need, and rather than asking you to ship the affected product back we may ask you to dispose of it. Please do not use a product that arrives damaged or with a broken seal. Where an insurance claim requires it, we may ask you to cooperate in the claim process.

Once you (or your designated recipient) have accepted and taken possession of the package, responsibility for loss or damage transfers to you. This means you should take care in handling and storing your order once it arrives; any subsequent loss, theft, or damage that occurs in your possession is not covered by us (though your purchase might be covered by any personal insurance or possibly credit card purchase protection, if applicable). But rest assured, problems that occur up to delivery are on us.

Package Insurance

For larger orders, we typically insure the shipment for its full value. If a carrier offers default coverage (many postal services include insurance up to a certain value), we use that and may purchase additional coverage if needed. This insurance covers loss or damage in transit. You do not need to pay extra for this; it’s included in the shipping arrangements we make, and it does not change the price of either shipping option. In case of a claim, we handle the process, but as noted, may require information from you (like a statement or photos). Our goal is to ensure you either receive the product you ordered in good condition or get your money back.

Special Circumstances

• Pre-orders or Backorders: If you pre-order a product or if an item is out of stock at the time of ordering, the product listing or confirmation will inform you of the expected shipping date. We will ship such orders as soon as stock is available, and keep you updated of any changes. If at any time you wish to cancel a pre-order for a full refund before it ships, you may do so by contacting us.
• Multiple Shipments: If your order contains multiple items, we might ship them separately (for example, if one item is delayed or coming from a different warehouse). We will inform you if that is the case. You will not be charged extra for split shipments. The order confirmation or follow-up email will clarify which items are in each shipment and provide respective tracking numbers.
• Address Changes: If you need to change the shipping address after placing an order, please contact us immediately. We can often update the address if the order has not yet shipped. Once a postal shipment is in transit we generally cannot redirect it, so we will have to wait and see if it gets delivered or returned. Additional costs for reshipping to a corrected address may be passed on to you if the mistake was not ours, so double-check your address at checkout.
• Signature Requirements: Neither of our shipping options includes a signature requirement as standard, so in most cases the parcel will simply be left at your address or held for pickup. Whether a signature is requested depends on local postal practices; registered or held items often require a signature or ID at pickup. If you would prefer the parcel to be held at your local post office rather than left at the door, you can usually arrange that directly with the carrier using your tracking number.
• Unforeseen Events: In the event of major disruptions (e.g., natural disaster, major pandemic lockdowns, or geopolitical events) that affect international shipping, we will do our best to inform you of potential delays. If such an event makes fulfillment impossible, we will cancel and refund orders as necessary.

Contact and Support

If you have any questions about shipping, or if you encounter any issue with your delivery, please contact our support at contact@venatorcommerce.com. We are here to help. Provide your order number for faster assistance. We typically respond within 1-2 business days. For urgent issues (like needing to change an address shortly after ordering), mark the email as “ Urgent: Shipping” in the subject line and we will prioritize it.

We aim for 100% customer satisfaction in our delivery process and will continuously refine our shipping practices in line with customer feedback and evolving regulations.