A NOTE FROM OUR TEAM

While we continue to navigate and respond to current events, Footprints is committed to making the safety of our employees and community of customers a top priority. As we fulfill orders and process returns at our warehouse, increased safety precautions are being taken at every step, and we are doing everything we can to get your orders and refunds to you as quickly as possible. That said, due to the impact of COVID-19 on our fulfillment center—and on shipping carriers nationwide—we anticipate that both order and return processing may take longer than usual. Thank you for your patience and understanding during this time.

ORDER & SHIPPING CONFIRMATION

You will receive an email confirmation once your order has been successfully placed–it will include your order number and shipping method. Please make sure your shipping address is correct as we are unable to redirect goods once they are en route to you.

Orders can take up to 2 business days to be processed and shipped. Once your order is prepared for shipment you will receive a shipping confirmation email with your tracking information. Please note that in some cases, your order may arrive in multiple shipments (i.e., in the case of pre-order and backorder).

WHERE WE SHIP

We currently ship to U.S. addresses including Alaska, Hawaii, and U.S. Territories. We do not ship to APO/FPO addresses.

SHIPPING COSTS

Footprints offers USPS or UPS shipping on all orders. Orders over $99.00 (within the Continental U.S.) receive $4.99 standard flat-rate shipping. For orders outside of the continental U.S. or under $98.99 standard shipping rates apply via USPS or UPS (5 to 7 business day transit). No handling fee or service charge is added to shipping company fees.

To qualify for $4.99 standard flat rate shipping, the order subtotal must be $99.00 after discounts and before tax and shipping.

Please note that order processing may take up to 2 business days after the order is placed for standard shipping.

Expedited shipping is only available to shipping addresses within the contiguous United States. Due to UPS delays, 2-day and 3-day expedited shipping is not guaranteed; therefore, Footprints will not be offering the shipping frequency at this time.

DELIVERY ISSUES

If the shipper is unable to deliver a shipment and makes attempts to schedule redelivery or supply a pickup location, the client is responsible for making a reasonable effort to pick up the shipment or contact and coordinate with the shipper for redelivery.

If the client fails to assist in the delivery and the shipment is returned to Footprints, the client is responsible for the original shipping fees, return fees, as well as re-shipment fees.

INCORRECT ADDRESS

When placing an order, you acknowledge that the shipping address you provided for your order is correct. If your order is not delivered to you due to an error in the shipping address and it is returned to Footprints, Footprints will either:

  1. a) refund the cost of the product, but not the shipping, or
    b) reship the product to the correct address for an additional shipping cost.

If your order is not delivered to you due to an error in the shipping address and is NOT returned to Footprints or becomes lost, Footprints is not responsible for the package and will not provide any refunds.

TAXES

Applicable sales tax will be charged on merchandise total, where applicable. Taxes are calculated according to shipping destination and itemized on the Order Summary page.

RETURN POLICY

Non-Returnable Items:

  • Open or used products
  • 2 oz trial and travel size products
  • Used accessories, including but not limited to combs, brushes, clips, bonnet, turban, etc.
  • Open supplements, including tea, vitamins, and gummies
  • Clearance or final sale products (as specified on product details page)

Non-Damaged Returns:
Hair care, styling, and skin care products are eligible for return within 30 days of receipt. Items must be returned unopened/unused, with tags, in their original packaging. Any items that are damaged when we receive them are not eligible for a refund.

If used products are returned to Footprints without prior approval, a refund/store credit will not be issued. Products will only be returned to the client at the client’s shipping expense.

Tools:
Styling tools, such as hair dryers, curling irons, brushes, and heat caps, must be returned within 7 days of delivery, unopened and unused for a refund, minus original and return shipping charges.

Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.

Shipping Fees:
Footprints charges USPS fees for all returns. Shipping fees are not refundable.

RETURN PROCESS (U.S. ONLY)

  1. Email [email protected] or call +1 364 999 7803, Mon-Fri, 9 am-5 pm MST / 10 am-8 pm EST.
    Use the subject line: “Start A Return”. Include your order number, the item you’re returning, and the reason. If eligible, we will issue a pre-paid shipping label.
  2. Print and affix the shipping label, and drop the package off. If you choose your own shipping method, we will issue a return form and instructions.

Return Address:

Footprints C/O Returns
212 N 2nd St Ste 100, Richmond, KY 40475

Returns with your own label are at your risk. We are not liable for inadequate packaging, lost, or damaged items.

OTHER RETURN NOTES

  1. Haircare, skincare, makeup, and fragrance that has been opened or tested is not eligible for return.
  2. Refunds are issued in the currency of the original order. In case of exchange rate discrepancy, contact us for store credit.
  3. Taxes will be refunded, but duties will not be refunded.
  4. Refunds are confirmed via email and may take up to 10 business days to reflect in your bank account.

DAMAGED SHIPMENTS

If you receive a damaged order, take the following steps:

  1. Photograph the contents, box, and any damage.
  2. Email [email protected] with your order number, list of damaged items, and photos.
  3. Do not dispose of the box or items—they may need to be inspected by the carrier.

Claims without visual evidence or discarded items are not eligible for refund or replacement.

LATE RETURNS

Any item returned after 30 days of receipt is not eligible for a refund.

ITEMS NOT ELIGIBLE FOR RETURN

Open/used items, gift cards, final sale merchandise, and items specified as non-returnable unless faulty.

EXCHANGES

We do not offer exchanges. Please return the item and place a new order.

RECEIVING A REFUND

Refunds are issued once your return is received and approved. Refunds do not include shipping fees unless the item is damaged or faulty. Funds are returned to the original payment method, minus any applicable return label fees. Duties (e.g. for Canadian orders) are non-refundable.

Some products may be shipped directly by the vendor. Your shipping and contact details may be shared with them for order fulfillment.