Shipping + Order Terms

What’s covered in these terms: We know it’s tempting to skip these Terms of Service, but it’s important to establish what you can expect from us as you place a Briogeo.com order and what we expect from you.

What should I do if my tracking says "delivered" but I have not received my order?: Please allow for up to 72 hours for the package to be delivered. Some carriers will show “delivered” when the parcel arrives at the local facility, but have not completed delivery to your door. We always recommend shipping to a reliable address where you can easily receive your package!

Policy: Claims will be reviewed no earlier than 5 business days and no later than 14 business days from when it was marked delivered to ensure it was not mis-delivered or easily found around the premises.

What if my package + products arrive damaged?: We know how frustrating it is to receive a damaged order 😣! We strive to provide exceptional service, but factors like shipping and handling are outside of our control. Please reach out to our customer service team at support@briogoehair.com within 5 business days of receiving the damaged item.

Policy: Customers may report any damages that occurred during transit within 5 business days of the delivery date along with a photo proof of damage or incorrect product shipped.

What if my package was tampered + empty with upon delivery?

Policy: Our goal is to ensure that every package arrives in perfect condition. However, in the unfortunate event that a package appears to have been tampered or the contents of the package are missing, with after leaving our warehouse, please contact our support@briogeohair.com team immediately. If we determine that the claim appears to be fraudulent, we reserve the right to deny resolution. In such cases, you will be required to file the claim directly with the shipping provider, USPS.

Change of Address + Input Wrong Address: For Subscription orders, those must be canceled/modified before the auto-renew date via your Briogeo account log-in or by contacting support@briogeohair.com within 3 business days before your renewal date.

Policy: Unfortunately, we cannot manually update your address, but orders can be canceled within 1 hour via your order confirmation page and email. Please note that orders placed before 4 pm EST during business hours will ship the same day. If you do not make the 1-hour cancellation window and would like to cancel your order because you changed your mind, we urge you to process a return here.

My order is lost or stuck in transit: Once your order ships, you'll receive a tracking notification via email. This will allow you to easily monitor your order's progress. We recommend regularly checking the tracking status for the latest updates on your package. If you feel your order is lost or stuck in transit, our customer service team is here to help!

Lost in transit policy: Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 5 business days after the last tracking update for United States domestic shipments (20 days for international shipments) and within 30 days from the last checkpoint.

Stuck in transit policy: Claims will be reviewed no earlier than 2 business days and no later than 15 business days from the last update. For Hawaii and Alaska shipments, we can honor claims within 20 business days.

My order was delivered to the wrong address + returned to sender: In the event your order has been delivered to the wrong address by the shipping carrier or there were issues with your address and it could not be delivered, please reach out to our Customer Service at support@briogeohair.com so we can further assist you.

Policy: If the customer inputs the correct address at checkout and the carrier delivers to the wrong address, Briogeo considers this as stolen and we will replace the order on behalf of the customer. If the carrier is issuing a return to the sender, we can honor a replacement or credit.