Shipping policy

Where we ship

We ship to addresses in Canada and the United States. We do not currently ship to other countries.

Shipping rates

Shipping option	Canada	United States
Standard	$21.90 CAD	$21.90 CAD
Express	$29.90 CAD	$29.90 CAD

These are flat rates per order. If you shop on our US storefront, checkout shows the same amounts converted to US dollars.

Taxes, where they apply, are shown at checkout.

Duties and import taxes (United States orders)

For orders shipped to the United States, any duties, import taxes and brokerage fees charged by customs or the carrier are paid by the customer. They are not included in our prices or shipping rates.

When your order ships

In-stock orders ship the next business day, Monday to Friday. We do not ship on weekends or Canadian holidays. We email you tracking information once your order ships. Custom orders ship on the schedule described under Custom orders.

Custom orders

Custom orders are final sale. A custom order is any colour, length, method or quantity that we do not hold in our Canadian inventory. Once a custom order is submitted, it cannot be cancelled, returned or exchanged.

Custom orders take 7–10 days before they ship to you. Timing can be longer if our supplier is low on stock or the shipment is delayed. After your order ships, delivery time depends on the shipping option you chose at checkout.

Delivery times

We ship with UPS, Canada Post or Purolator. Delivery time depends on the shipping option you choose (Standard or Express), the carrier and where you live. We do not guarantee a delivery date. Once the carrier has your parcel, delivery timing is up to the carrier.

Please check your shipping address before you place your order.

Local pickup

Local pickup in Barrie is available 10 am to 5 pm, Monday to Friday.

Pickup is at Beauty Extension Haus, 480 Mapleton Avenue, Unit 4, Barrie, Ontario. To use it:

1. Choose "Local Pickup" at checkout. Orders must be placed online before pickup; in-salon shopping and walk-in purchases are not available.
2. Wait for your pickup email before you come in.
3. Collect your order during the pickup hours above.

Damaged, wrong or lost parcels

Damaged or wrong items

Please check your parcel when it arrives. If something is damaged or is not what you ordered, email canadasupport@violahairextensions.co within 48 hours of delivery. Include photos of the outer packaging and of the item.

If the item was damaged in transit, we will file the claim with the courier. Once the courier confirms the damage, we will replace the item or refund you. If we sent the wrong item, we will cover the return postage and put it right.

Lost parcels

If your tracking has not moved for 10 business days, email us. We will open a claim with the courier. Once the courier confirms the parcel is lost, we will replace the order or refund you.

If tracking says your parcel was delivered but you cannot find it, email us and we will ask the courier to trace it. If the courier does not confirm the loss or damage, or the parcel shows as delivered but is missing, we will review your case individually.

Return shipping

For returns and exchanges you pay the postage, unless we made an error. See our Refund and Returns Policy.

Your legal rights

Nothing in this policy limits any rights you have under consumer protection laws that apply to you.

Contact

Viola Hair Canada
480 Mapleton Avenue, Unit 4
Barrie, Ontario
L4N 9C2
Email: canadasupport@violahairextensions.co
Phone: 416-712-3429

Last updated: 27 October 2026