Help (FAQ)

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

Orders placed and paid for by 5:00 PM Pacific Monday through Friday usually ship out the next business day.  Orders placed after 5:00 PM Pacific are packaged up the next business day and shipped the day after that.

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

Orders placed while we are closed over the weekend are packaged up on Monday and shipped on Tuesday.

After that, delivery times depend on where you're located and which shipping method you choose.  The times listed below 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" and "Priority Mail Flat Rate" are the same service, just different prices.  If both options come up for your order, it's best to go with whichever one costs less :) 

If you choose the free shipping option during checkout, your order will be shipped via USPS First Class or USPS Priority Mail (whichever is more economical).

USPS - Domestic
(United States)

USPS - International
(Outside the United States)

First Class: 3-7 business days. First Class: 1-4 weeks.
Priority Mail: 2-5 business days. Priority Mail: 1-2 weeks.
Free Shipping: 2-7 business days. Priority Mail Express: Approx. 1 week.

We are unable to offer expedited/overnight delivery, and we do not ship via UPS or FedEx. The only available shipping options are the ones listed above.

How much does shipping cost?

Orders of $60.00 or more ship for free anywhere in the US.  If you choose the free shipping option during checkout, your order will be shipped via USPS First Class or USPS Priority Mail (whichever is more 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. The fastest way to get shipping quotes is to add items to the shopping cart and click on the "estimate shipping" link to enter your city, state, country, and postal code.


If you'd prefer a quote via e-mail, message us with a complete list of the items you'd like to order along with your shipping address, and we'll be happy to look them up for you.

Signature Confirmation is available for an additional $3.00 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.

What is the difference between the Paypal and Paypal Money Request payment options?

If you select "Paypal," you'll be redirected to Paypal's website to pay for your order during checkout.

"Paypal Money Request" allows you to complete checkout without paying immediately.  Paypal's checkout is extremely strict about the formatting of customer addresses and sometimes won't connect during normal checkout if it doesn't recognize your address; Paypal Money Requests are a way to work around it.

We will send a money request via Paypal to your billing e-mail address within one business day. Please follow the instructions in the e-mail from Paypal to complete payment.

If you'd rather not wait, you can use the "Send Money" tab in your Paypal account to send payment directly. Our e-mail address is

Your order will be left open for 48 hours from the time that we send the money request. If it remains unpaid after that, it will be cancelled.

How do I cancel an order?

If your order has not been shipped, please contact us from the e-mail 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.

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.  This status will also come up if you've paid with an eCheck through Paypal and it hasn't cleared yet.

Awaiting Reply - We have contacted you via e-mail 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  USPS has a bit of a delay in updating tracking numbers, so it may take anywhere from a few hours to about a day (or until the following Monday if you ordered on the weekend) for tracking updates to start showing for your shipment.

Pre-Order in Progress - Your order includes pre-order or special order items, and we are currently waiting for them to be delivered. Once the pre-order comes in, your order will be shipped.

Refunded - Your order has been fully or partially refunded. 

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

Where are you located?

We are located in Pacifica, California, but we ship worldwide. I Kick Shins does not have a salon or retail location; we are online only.

Do you offer wholesale pricing?

We currently do not offer wholesale pricing.

Can you match my hair color?

We can certainly try!  We offer a custom color matching service for customers who aren't sure what color will work for them. For custom color matching, 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 "kanekalon jumbo braid" or "human weaving hair") and your e-mail 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 e-mail address inside the plastic bag. The only thing that should be in the bag is the hair sample.

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 offer color samples and color rings.

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 or taking advantage of our free color matching service 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.

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 :)