Help (FAQ)

How long will it take for my order to be delivered?

Please note that the delivery estimates on the USPS website are estimates only and are not guaranteed; your package may arrive later than the estimate. If you are having your hair done by a stylist, we recommend waiting until you receive your delivery before scheduling your appointment.

Orders placed and paid for by 8:00 AM PDT Monday through Friday usually ship out the same business day. Orders placed after 8:00 AM PDT are usually shipped the following business day.

Business days are Monday through Friday and do not include weekends or holidays.

Orders placed while we are closed over the weekend ship out on Monday.

After that, delivery times depend on where you're located and which shipping method you choose. The times listed below for domestic Ground Advantage, Priority Mail, Priority Mail Flat Rate, Free Shipping, and all of the international options are estimates and are not guaranteed; sometimes the mail is slower during times of high volume like holidays, delayed due to bad weather (especially during winter), and sometimes international packages are delayed due to customs.

"Priority Mail," "Priority Mail Cubic," and "Priority Mail Flat Rate" are the same service (Priority Mail), just different prices. If any of those options come up for your order, it's best to go with whichever one costs less.

USPS - Domestic
(United States)

USPS - Canada
(Outside the United States)

Ground Advantage: 3-15 days. First Class: 2-6 weeks.
Priority Mail: 2-10 days. Priority Mail: 2-5 weeks.
Free Shipping: 3-15 days.  Priority Mail Express: 1-4 weeks.
 Priority Mail Express: 2-7 days. (more info)

USPS - International
(Outside the United States)

USPS - International
(Outside the United States)

Price Groups 3, 5, 12 Price Groups 2, 4, 6, 7, 8, 9, 14, 15
Priority Mail: 1-6 weeks. Priority Mail: 3-12 weeks.
Priority Mail Express: 1-4 weeks. Priority Mail Express: 2-12 weeks.

If you are outside the US and Canada, you can
find which Price Group your country is in here.


We cannot guarantee overnight delivery, and we do not ship via DHL, FedEx, or UPS. The only available shipping options are the ones listed above.


How much does shipping cost?

Orders of $75.00 or more ship for free anywhere in the US. If you choose the free shipping option during checkout, your order will be shipped by whatever USPS shipping method (or combination of shipping methods) is most economical.

For all other orders, shipping costs vary depending on the size and weight of your order, where it's being shipped to, and which shipping method you choose. You can look up shipping quotes by adding items to the shopping cart and clicking on the "add info" link to enter your city, state, country, and postal code.

Example of where to look up shipping quotes

Signature Confirmation is available for an additional $3.40 for any orders shipped to addresses in the United States. Signature Confirmation means that your mail carrier will need to get a signature from someone at your address in order to deliver the package. If no one is available, the package will usually be held at the post office for pick-up.

How do I cancel an order?

If your order has not been shipped, please contact us from the email address that you placed the order with and let us know that you'd like to cancel. Please include your order number in your message.

If your order has already been shipped, you can no longer cancel it. You're welcome to return the goods for a refund once you receive it, though.

Do you accept returns?

Yep! We accept returns on unused/unopened products within 30 days of delivery. You can find our full returns policy here.

The 30 days begins when you receive your delivery, and ends when you mail the return. Transit times do not count towards the time limit for returns.

What does my order status mean?

Processing - We have received your order, but your order has not been shipped yet.

Awaiting Payment
- We are waiting to receive payment before we can process your order. Usually, this is because you paid with an eCheck through Paypal and it hasn't cleared yet. This status will also come up if you've made changes to your order that increased the total, and we're waiting for payment on the balance due.

Awaiting Reply - We have contacted you via email and are waiting for a response before we can process your order.

Shipped - A shipping label has been printed and your order is on its way! You can check your tracking information at or Please allow around 24-48 hours for tracking updates to start showing for your shipment.

Refunded - Your order has been fully or partially refunded. Refunds may take 3-5 business days to show on your account after being issued.

Cancelled - Your order has been cancelled. If you've already paid, a refund has also been issued.

Where are you located, and where do you ship to?

We ship from Pacifica, California. I Kick Shins LLC does not have a salon or retail location; we are online only.

You can find a current list of which countries we are able to ship to here.

The product I want is out of stock. When will it be back?

For updates on restocks and the occasional sneak peak at new products, check out out Restock Calendar! If we have an estimate for when a product will return, it'll be listed there.

Can you tell me what color will match my hair?

We can certainly try! If you'd like us to make recommendations from a photo, email us at and we'll be happy to help. For color matching in person, just send a sample of your hair--or anything that you want us to match the color of--in a plastic baggy to:

I Kick Shins
690 Roberts Rd #383
Pacifica, CA 94044
United States

Please make sure to put the sample in a plastic bag along with a note indicating what product you want your sample matched with (for example, something like "kanekalon jumbo braid" or "RastAfri marley braid") and your email address in the envelope. When we receive it, we'll match it up and let you know what comes closest.

Please do not put your email address inside the plastic bag. The only thing that should be in the bag is the hair sample.

Our mailing address is a PO box. We check the PO box once per week, on Friday afternoons or Saturday mornings. Please allow until the end of business on the following Monday after your sample is delivered for us to get back to you with color recommendations.

We are also happy to take color comparison pictures for you. If you'd like to see a few similar colors side by side, in natural sunlight, under a blacklight, or anything else, contact us and we'll get back to you within one business day.

If you would prefer to see a color in person, we also have color samples available.

The item I received looks different in person than it does online. Help!

We do our best to take careful photographs of our products that show their appearance accurately. However, every screen is calibrated differently, and different types of lighting can affect color appearance, so the way a color appears on your device may not be exactly how it looks in person.

We recommend ordering color samples first to ensure an accurate match. 

If you indeed received the wrong item, let us know and we can send out the correct one right away. If you received the correct item but it just doesn’t suit you, we’ll be happy to take it as a return. We accept returns as long as the hair is unused/unopened in the original packaging.

How do I delete my account?

Easy! If you have an account with us and would like to delete it, please email us at and let us know. We will delete your account within one business day of receiving your request.

There's no need to explain why, and we won't try to convince you to stick around. If you ever change your mind, you're welcome to come back and create a new account at any time.

I have a customer gallery discount coupon code from 2014 or earlier.  How do I use it?

We switched over to a new system in 2015 and the old gallery coupon codes weren't able to transfer over.  If you've got one, contact us and we'll be happy to add it manually so it will work again :)