LEARN MORE ABOUT WORLDWIDE SHIPPING

We ship to many countries worldwide.


We ship all products out by the NEXT BUSINESS DAY.



Shipping within Canada: All parcels are dispatched domestically from the West Coast of Canada through Canada Post, a tracked service.





Shipping to the US: All parcels are sent from Canada and are partnered through USPS, a tracked service. Depending on the value of your parcel, you may incur duties and/or taxes for your local state upon delivery of high-value orders. You will have a choice to have your parcel shipped via DHL Express, which would be faster. Please know that a signature may be required upon delivery. If you are not home to sign for your parcel, you can leave a note for the Courier through their app that you accept responsibility for it to be left without a signature. 




Shipping to the UK: We no longer ship from Canada to the UK by regular tracked mail. The only option for purchases on our website is DHL Courier. If you wish to order for domestic shipping within the UK, please purchase through our Amazon Store at amazon.co.uk/hairmetto. Please click here to be redirected to Amazon in the UK.





Shipping to European countries: At Checkout, you will have 2 options for Shipping: 1) Tracked Mail (through Federal Mail Carriers),  and 2) Courier (through DHL or UPS). 

If you choose Tracked Mail, we ship via Canada Post. It will get handed off to the Federal Post in your country. 

If you choose Courier, they will handle the delivery of the parcel, or leave you a notice for pick up. 

In either case, the parcel will be out for delivery once it clears customs. Upon delivery to you, or at the time of pick up, you may receive notice that monies are due. VAT is collected on imported products to European countries. If your order is in excess of €150, duty may be payable at your countries' discretion. 

A signature may be required upon delivery. VAT will be collected by the Courier, prior to, or at the time of delivery. There may also be a DHL surcharge for handling/processing if you chose Courier.

EU orders – VAT and local fees

For orders shipped from Canada to customers in the European Union, your local authorities may charge import VAT and your national postal operator or courier may also apply their own customs/administration fee for handling the import formalities. These charges are set and collected locally (for example, by bpost in Belgium or LaPoste in France, or the equivalent postal service/courier in other EU countries) and are in addition to the prices and shipping costs shown at checkout. We do not control these local fees and they are payable by the recipient if requested by the carrier at the time of delivery.






Shipping to all other countries: We try to accommodate all orders. At Checkout you will have an option to have your parcel sent via regular mail or via DHL Courier. In either selection, please note that you will remain responsible for any local tax/customs fees that your country may charge upon delivery. We are not responsible for lost, stolen or damaged parcels once they have arrived at Customs in your country. (See Overseas International Shipping below)




Deliveries are determined by the abilities of the courier, and some packages may notice delays. Please continue to track your parcel through the links provided to you in the Shipping Confirmation email. 




For shipments sent to a country other than Canada or the USA, here are some things to consider when placing an order:
 
  1. According to your country's regulations, there may be a Customs Tax or Duty charge when you pick up your parcel from the post office. When shipped from Canada to a foreign country, we include a signed Commercial Customs Invoice according to the retail price. 
  2. 'Free Tracked Shipping' does NOT mean Customs charges or your country's VAT (Value Added Tax) are included unless itemized as such at Checkout. The destination country determines these.

 

OVERSEAS INTERNATIONAL SHIPPING

Customs, Duties & Import Regulations

  • Customers are responsible for checking their country’s import regulations before purchasing. Some cosmetic products containing essential oils may require special clearance.
  • Any applicable customs duties, taxes, or fees imposed by the destination country are the responsibility of the customer. We do not cover these costs.
  • Customs processing times vary by country and may cause unexpected delays beyond our control.

Tracking & Customs Delays

  • All international shipments include tracking. You will receive a tracking number once your order has shipped.
  • If your package is delayed at customs for more than 30 days, please contact the shipping carrier or your local customs office for assistance.
  • If a package has been stuck in customs for 60+ days with no movement, please reach out to us at info@hairmetto.com so we can investigate further.

Lost, Delayed, or Stuck Packages

  • If your package is confirmed lost by the carrier, we will offer either a full refund or a free replacement (subject to product availability).
  • If your package is stuck in customs for over 60 days with no updates, we can offer one of the following:
    ✅ Reship the order once at no extra cost (if the issue is not likely to repeat)
    ✅ Offer store credit equal to the product value
    ✅ Provide a partial refund (excluding shipping costs)
    ✅ A full refund only in rare cases where no resolution is possible
  • Refunds and re-shipments are not available for orders returned due to unpaid customs duties, incomplete customer documents, incorrect shipping addresses, or refusal to accept delivery.

How to Contact Us

If you have any concerns about your order, please contact our support team at info@hairmetto.com. We are happy to assist you!

For all tracked packages, please consider: 

  1. You are responsible for the collection of your package. Our obligation is considered fulfilled once it reaches your country.  It is sometimes held at your country's Customs office at their will and released at their will. Canada Post will hand off to your local federal postal outlet, and upon release from Customs, they will attempt to deliver to you. You may receive a ‘pick up notice’ if you were not home when delivery was attempted. We will provide you with a tracking number to see the status as it is updated. 
  2. If you receive your package and see that it has been compromised or damaged, please take pictures and send them to us so that we can make a claim and help you purchase a new product.

 

 Last updated May 2025