Shipping & Returns Policy


Shipping

Please note that due to the COVID-19 pandemic, Canada Post and USPS are no longer guaranteeing delivery dates. Please expect shipping delays. Thank you for your patience!


All orders are shipped via Canada Post, USPS or UPS. For our Free & Standard Shipping options, no tracking information is provided. All orders including masks and/or scrunchies will ship with tracking. You can also select tracked shipping options for hair tie orders.

Depending on your location these are the estimated delivery dates from the date of fulfilment. We do our very best to fulfill orders within 1 - 2 business days, but we're only human (and one person!). 

Please note that shipments to rural locations may require additional shipping charges. You will be contacted directly and offered the choice of a full refund or additional shipping charges if this applies.

Canada:

    • FREE for hair product orders over $30! (Free Shipping)
      • 7 - 14 business days*
      • No tracking number
    • $3 for hair product orders under $30 (Standard Shipping)
      • 7 - 14 business days*
      • No tracking number
    • $12 for tracked shipping (Canada Post or UPS):
      • 2 - 10 business days*
      • Tracking number provided
      • Required for all mask orders, optional for hair product orders

    USA:

      • $6 flat rate for all hair product and mask orders (USPS First Class Package)
        • 3 - 6 business days*
        • Tracking number provided
      • Continental US states only, please contact us for additional shipping charges for Hawaii & other US territories

    International:

        *Please note that this delivery timing is not guaranteed by Ponytail Mail, but it's what the carrier is promising us! Your patience and understanding is appreciated.

          Taxes & Duties

          All Canadian orders will be assessed their local (Provincial/Territorial) sales tax upon checkout. For all international orders, taxes and duties are the responsibility of the buyer and may be assessed and due upon delivery. Ponytail Mail is unable to provide duty estimates at this time.

          Order Processing

          All orders will be fulfilled and shipped within 1 - 2 business days. Keep in mind that we can only ship on weekdays, when the post office is open. We'll email you when your package has shipped, with tracking information (if applicable).

          Return Policy

          Please note that all sales are final, no refunds or exchanges.

          However, if you aren't completely satisfied with your purchase, please let us know by email at hello@ponytailmail.ca within 30 days of shipment and we'll be sure to help.