Order Cancellation Policy
Changed your mind? Tell us before your bottle leaves Texas.
This page explains, in plain language, exactly when an order for Instant Dye Shampoo can be cancelled, how to request it, what happens once a package has already shipped, and how quickly you’ll get your money back if a cancellation is approved.
Why we built a dedicated cancellation policy
Because we sell one product, seriously
Polar Hair Co Inc sells a single item — Instant Dye Shampoo, in seven shades — directly from our own site. That narrow focus means every order goes through the same fast, predictable pipeline: charged, verified, packed, and handed to a carrier, usually within 1–2 business days. A cancellation policy written for a general marketplace wouldn’t reflect that reality, so this one is written specifically around how we actually pack and ship this one formula.
Cancellation, not return, is about timing
A cancellation stops an order before it leaves our fulfillment center. Once tracking shows your package has been picked up by the carrier, the order is legally and physically in transit, and the request becomes a return instead — governed by our separate Return & Refund Policy. This page tells you exactly where that line sits and what to do on either side of it.
This policy applies to every order placed on polarhairofficial.com for delivery within the United States, our only current shipping destination. It works alongside, and does not replace, our Terms of Service, Shipping Policy, and Return & Refund Policy. By placing an order with us, you agree to the terms described here.
What happens to your order, hour by hour
Because we fulfill quickly, the practical cancellation window is short. Here is exactly what happens after checkout, so you know precisely when a cancellation is still possible.
Order placed & payment authorized
You’ll receive an order confirmation email immediately. At this stage, your order has not yet been packed, and a cancellation request has the best chance of being approved without any complication.
Order enters fulfillment (within hours)
Our Houston-based fulfillment team begins picking, labeling, and packing orders on a rolling basis, often within just a few hours of checkout. A cancellation can usually still be honored here, but it is no longer guaranteed — we ask you to contact us the moment you know you want to cancel.
Order dispatched to carrier (1–2 business days)
Once a package is scanned in by the carrier and a tracking number is active, it can no longer be intercepted, redirected, or recalled for security and carrier-liability reasons. From this point, cancellation is no longer available for that order.
Package in transit or delivered
If you no longer want an order that has already shipped, it is handled as a return, not a cancellation. See Orders That Have Already Shipped below, or read our full Return & Refund Policy.
In short: the earlier you reach out after placing your order, the more likely a cancellation can be honored in full. We do not charge a cancellation fee at any stage where a cancellation is approved.
Three ways to reach a real person, fast
Choose whichever channel is fastest for you. All three go to the same Houston-based support team, and all are answered in the order they arrive.
Email support
Send your order number, the email address used at checkout, and the words “Cancel my order” to help@polarhairofficial.com. This is the fastest way to create a written record of your request.
Fastest written recordPhone support
Call +1 302-567-1008 during business hours and a team member can check your order’s fulfillment status in real time while you’re on the line.
Fastest verbal confirmationCancellation request form
Prefer not to call or write your own email? Fill out the structured form below. It’s routed directly to our fulfillment team and includes everything they need to locate your order immediately.
No writing requiredEvery cancellation request, however it’s submitted, receives a written reply confirming either that the order was successfully stopped or that it had already entered dispatch. We never leave a cancellation request unanswered.
Submit your cancellation request
Fill in the details below exactly as they appear on your order confirmation email. Fields marked * are required so our team can locate your order without delay.
WordPress site owner note: this form is wired to open a pre-filled email as a universal fallback that works on any host. To receive these requests directly into your inbox or order-management dashboard instead, connect this form to a plugin such as WPForms, Fluent Forms, or Contact Form 7 and route submissions to help@polarhairofficial.com — the field names above (fullName, email, orderNumber, orderDate, phone, reason, preference, details) are already labeled for that mapping.
If your order has already left our warehouse
We cannot recall or redirect a shipped package
Once a carrier has scanned your package, it is in their custody and en route. For security reasons — to prevent orders from being rerouted by anyone other than the account holder — we cannot intercept, redirect, or recall a shipment while it’s in transit, even if you contact us immediately after dispatch.
Your order is still fully protected
A shipped order simply moves from this Cancellation Policy to our Return & Refund Policy, which gives you 30 days from delivery to request a refund or exchange — including on opened bottles that didn’t work for you, backed by our money-back guarantee.
If a package cannot be delivered to the address on file and is returned to us by the carrier, we’ll contact you to arrange either a refund of the product cost or a reshipment, exactly as described in our Return & Refund Policy.
What you get back, and how quickly
Full amount, no fee
If your order is cancelled successfully before dispatch, we refund 100% of what you paid, including any shipping charge collected at checkout. We do not deduct a cancellation or processing fee.
Same payment method
Refunds are issued back to the original payment method used at checkout — card, PayPal, or another supported method. We never issue cash or send funds through a different channel.
Typical timing
We process approved cancellation refunds within 1–2 business days of confirming your request. Once released, your bank or card issuer may take a few additional business days to post the funds to your statement.
The rules we follow when handling your cancellation
These protections apply to every cancellation request submitted for an order placed on polarhairofficial.com for delivery within the United States.
Timely shipping and cancellation notice
Under the FTC’s Mail, Internet, or Telephone Order Merchandise Rule, if we cannot ship your order within the timeframe stated at checkout, we will notify you and offer the choice of a full refund or agreeing to a delayed shipping date — you are never left waiting without an answer.
No misleading urgency around dispatch timing
Consistent with Section 5 of the FTC Act and the Texas Deceptive Trade Practices–Consumer Protection Act, we do not use false “last chance to cancel” countdowns or invented urgency to discourage a legitimate cancellation request. The dispatch timeline described on this page reflects our actual, typical fulfillment speed.
Clear, itemized refunds
Any refund issued as a result of a cancellation is itemized in your confirmation email, showing the product amount and any shipping fee returned, so you can match it against your original charge without guesswork.
A documented answer, every time
Every cancellation request receives a written response confirming either approval, with refund details, or that the order had already entered dispatch, with the applicable return steps. We do not leave requests unanswered or unresolved.
Right to decline an untimely request
We may decline a cancellation request if the order has already been handed to the carrier for delivery. In that case, we will always tell you clearly why, and point you directly to our Return & Refund Policy so you still have a clear path to a refund or exchange.
Control over your personal data
Information you submit through the cancellation form is used only to process your request and is handled under our Privacy Policy. You may request access to, correction of, or deletion of that data at any time by emailing help@polarhairofficial.com.
Situations this policy does, and doesn’t, cover
Covered by this Cancellation Policy
Requests to stop an order before it has been dispatched to the carrier; requests to change a shade or shipping address before dispatch; requests to cancel one bottle within a multi-bottle order before dispatch, where the remaining order can still be fulfilled correctly.
Covered instead by our Return & Refund Policy
Orders that have already shipped; requests made after delivery; damaged, wrong, or missing items; and any request to send a product back to us. Visit our Return & Refund Policy for those steps.
Please note: we currently ship only to addresses within the United States. Orders cannot be cancelled or refunded on the basis of an international delivery request, as we do not offer shipping outside the U.S. at this time.
The company standing behind every cancellation
Polar Hair Co Inc — registered in Texas, USA
- Legal business name
- Polar Hair Co Inc
- Doing business as
- Polar Hair Official
- State registration (Texas SOS)
- File No. 806556168
- Principal business address
- 17350 State Hwy 249, Ste 220 #35408, Houston, TX 77064, USA
- Markets served
- Shipping within the United States only
- Support hours
- Mon–Fri, 10:00 AM–6:00 PM Central Time
This Cancellation Policy is issued and enforced by Polar Hair Co Inc and works together with our Terms of Service and Privacy Policy. If any detail here ever needs verifying, our support team can confirm it directly.
Reach our fulfillment team before your order ships
All of our policies, in one place
Last updated and effective: July 22, 2026 — Polar Hair Co Inc, 17350 State Hwy 249, Ste 220 #35408, Houston, TX 77064, USA. Texas SOS File No. 806556168.
