Terms and Conditions

Terms of Use :

The Alpha Keratin Company provides this Site as a service to its customers. Please review the following basic rules that govern your use of our Site (the "Agreement"). Please note that your use of our Site constitutes your agreement to follow and be bound by these terms. If you do not agree to these terms, please do not use this Site.
Unless otherwise noted, all materials, including images, illustrations, designs, icons, photographs, video clips and written and other materials that are part of this Site (collectively, the "Contents") are copyrights, trademarks, trade dress and/or other intellectual property owned, controlled or licensed by Alpha Keratin Company.

The Site as a whole is protected by copyright , all worldwide rights, titles and interests in and to which are owned by Alpha Keratin Company.

Miscellaneous :

Unless otherwise specified, this Site and the Contents thereof are displayed solely for the purpose of promoting Alpha Keratin products and services available in the selected countries. This Site is controlled and operated by Alpha Keratin Company from its offices in Quebec, Canada.

Termination :

These terms are effective unless and until terminated by either you or Alpha Keratin Company. You may terminate this Agreement at any time. The Alpha Keratin also may terminate this Agreement at any time and may do so immediately without notice, and accordingly deny you access to the Site, if in The Alpha Keratin Company's sole discretion you fail to comply with any term or provision of this Agreement.

Upon any termination of the Agreement by either you or The Alpha Keratin Company, you must promptly destroy all materials downloaded or otherwise obtained from this Site, as well as all copies of such materials, whether made under the terms of use or otherwise.

Order Information :

Order Processing :

Most orders are processed within 24 hours of receipt (processing time does not include weekend days or major holidays). Orders placed on Saturday, Sunday, and holidays will be processed on the following work day.
Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays).

Track your order :

To check the status of an order, please sign in to MY ACCOUNT where detail information on your current order is listed. There a tracking number is also provided.

If your order has not been delivered within the time shown under DELIVERY TIME, please contact us by e-mailing to sales@alphakeratin.com , or by calling us at 514 962 0794 (office hour: Mon - Fri 9am to 6 pm Montreal time). We will help you conduct a preliminary search. After the postal service confirms completed delivery, you can contact your local postal office using the tracking number. Please note that occasionally customs inspections may also delay delivery by a few days, and your package may not show up on the local postal service system until after it has cleared customs.

If you still cannot locate your parcel, please contact our customer service at sales@alphakeratin.com. Please include your order number on all correspondence.

Order Cancellations :

Occasionally, orders or parts of an order are cancelled and refunded for various reasons:

- Duplicate order
- Items unavailable
- Customer request
- Parcel returned to UNT (unclaimed, insufficient contact detail, and refused…etc)

If your order is cancelled, your order status under MY ACCOUNT will show as "Cancelled". If your order is cancelled, you will not be charged. You will only pay for the items that are shipped to you.

Refund :

Refunds must be requested within 30 days of order placement. For refunds, please allow 1-2 billing cycles for your account to be credited.

A processing fee equivalent to US$2.99 will be applied to refunds for all orders paid via credit card, and Paypal.

If your order was shipped or returned, a processing fee of US$2.99 will be applied to your refund and you are also responsible for the original shipping charges. Sometimes, import fee might result from the returned shipment. If such fees occurred, they would also be deducted from your refund.

Please note: Only products purchased at alphakeratin.com may be refunded and cancelled.

Shipping Fee:

We offer free standard shipping world-wide so you can share Alpha Keratin Products with friends and family all over the globe.

Delivery Information :

All orders are processed at our distribution center within 48 hours upon payment (excluding weekends and holidays). Shipping time frame should commence 48 hours upon completion of sale.

Express Shipping :

The delivery time frame for express shipping will be 3-5 business days to anywhere in the world.

Delivery to P.O. Boxes :

As a counter measure against fraudulent charges, we do not ship to P.O. Box addresses. Please provide a street address when filling out your shipping details.

Customs :

Orders may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Any charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Return & Exchange :

Any problem with the shipment must be reported to us within 14 days after it has been sent. We offer money back guarantee if you are dissatisfied in any way. Only unused, unopened items can be returned. All return items must remain in the original condition in which they were received.

Product Return for refund or exchange :

To return or exchange an item, please follow the following steps:

1. Make the request to the following email address: sales@alphakeratin.com
2. If you would like to exchange for other items that cost more than the original purchase, please tell us your payment method.
3. For your protection and to ensure prompt delivery, we recommend that you send your return via UPS or insured Parcel Post. Please note that return shipping fees are not refundable. In case of damaged items, please refer to Damaged Items. Your return will be processed promptly when we receive it. All exchanges will be shipped via standard ground shipping. Processing and transit time for an exchange is usually 7 to 10 business days from the time the exchange is received. Business days are Monday through Friday, excluding major holidays. An email will be sent to confirm receipt and processing of your return or exchange request.
4. Refunds must be requested within 15 days of order placement. For refunds, please allow 1-2 billing cycles from the day you return your package for your account to be credited.
5. A processing fee equivalent to US$ 2.99 will be applied to each credit card and PayPal refund. There is no charge for returns for store credit.

*Please note: Only products purchased at alphakeratin.com may be returned for refund or exchange.

Wrong Items Shipped :

The content of all our shipments are photographically recorded to avoid shipping errors. However, wrong items might be shipped due to our occasional oversight. Please contact us and provide your order number for case review.

Damaged Items :

When your order arrives, please inspect the package for any damage that may have occurred during shipment. Please contact us immediately. Please provide the order number and your e-mail address for faster service. To assure prompt resolution, we recommend that you e-mail pictures of the damaged item(s).