Divi Hair & Scalp Care FAQs

We accept VISA, MasterCard, AMEX, JCB, Discover, Diners Club, Elo, Apple Pay, Google Pay, Shop Pay, PayPal, Amazon Pay, and Meta Pay.

If your order didn't go through, rest assured you will not be charged. If you see a "charge" on your account—it is simply a payment authorization. This is your bank's way of saying there is a pending charge, but if the order is not completed, it will not go through. This is a temporary hold and will be gone within 5-7 business days, depending on your bank.

Unfortunately, we do not accept FSA payments at this time—but we hope to soon!

Unfortunately, you are unable to stack Club Divi points on top of other discount codes.

Unfortunately, you are unable to stack discount codes, unless explicitly stated in the promotion’s terms and conditions.

You can view our cancellation policy here.

Please allow 3-7 business days for standard shipping times. Please refer to your chosen shipping method for approximate shipping rates. Additionally, once orders leave our facility, they become the property of the shipper. If your package says “delivered” and you are unable to locate it, please contact your shipping provider. If they are unable to recover your package, please reach out to [email protected] for a replacement.

Orders are fulfilled in our warehouse within 1-3 business days on average. Orders placed on the weekend or on holidays will be processed on the next business day and fulfilled 1-2 business days later and sent out for shipping.

Most likely, your order is actually already fulfilled and on its way, so unfortunately we are unable to make any changes to it at this time. The good news is you can refuse the package upon delivery and the package will "Return to Sender" (aka us)! Or, you can accept it and email us for a free return label. Once we receive the package at our fulfillment center, we can make changes to your order and/or refund you. If your order has been shipped to the incorrect address, we will have to wait 10-12 business days to see if the package returns to our fulfillment center. If it does, we will then re-ship the package to the corrected address.

You can update your address under the settings in your Divi profile. If you have a subscription, make sure to change that address in the "Manage Subscriptions" portal as well! If you are having issues, you can also always shoot us an email at [email protected] and we'd be happy to update it for you! Keep in mind, we cannot reroute packages to a new address after your order has been fulfilled.

Yes! We offer free international shipping to a variety of countries. Review our shipping policy here. To view a full list of countries we ship to, feel free to click the flag icon in the top right corner of our site.

You can view our domestic and international shipping policies here.

If your package has been broken due to shipping and handling, unfortunately we are not responsible for this issue per our shipping policy. However, if you purchased our package protection, this will protect you in cases of broken, stolen or missing packages. If you experience this issue, and you have purchased package protection, please file a claim through your order confirmation email, or contact customer service at [email protected].

We offer free shipping in the U.S. on orders over $49. If your order is under $49, we simply pass the exact shipping rate we have onto you!

Our processing time before an order ships is 3-5 business days. If it has been longer than 3-5 business days and your tracking link still says "USPS Awaiting Item" or "Shipping Label Created" it means the package has been shipped, but USPS hasn't yet updated the tracking. The status can even remain unchanged up until the day of delivery. In these cases, we default to USPS guidelines that it can take anywhere between 15-20 business days for the package to arrive. If the package has still not arrived within that time frame and you included package protection in your order, our customer support team will then take the next steps to ensure your package gets delivered or you receive a refund.

If your order was marked as delivered recently, we ask you to please wait for your order to arrive up to a week post-delivery date. In the meantime, we also advise you to reach out to USPS to see if they have your package. If your order still hasn't shown up and you purchased package protection through Route, please begin the process of filing a claim with them (via the link in your Route email confirmation, Route’s app or via the web here.) If you did not purchase package protection, you can reach out to us at [email protected] and we can figure out the next best steps.

International shipping costs vary greatly depending on the country we're shipping to. Depending on the country, customers may experience customs fees upon receiving the package. Rest assured, these fees do not come from our company. Unfortunately, it is not something we can control.

Please keep in mind that international orders will typically take 2-4 weeks to deliver. If your tracking number is not working correctly, please reach out to [email protected] and we can get you set up.

The package protection we offer through Route will help to cover any lost, damaged or stolen packages. If any of those things occur, the insurance will be able to either refund you or place a new order on your behalf. If shipping insurance is opted out of, we unfortunately can't do anything to further assist you, so we highly recommend opting in!

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen or damaged while in transit, while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

If your Route-protected order ends up lost, damaged or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 
• Please note, some order issues may require a police report to be filed

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

We work with Route to process all stolen, damaged or otherwise-covered package claims. All orders (with package protection) damaged/lost during delivery must go through this process, however, once our claim is finalized, we will be able to send out your new package!

Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

You can view our domestic and international return policies here.

To initiate a return, head to our return portal.

Divi has a 60-day return policy, from the time of package arrival. We also have a 100% satisfaction guarantee and our number one goal is your satisfaction. We will do all that we can to make sure that happens within our guidelines. If you find that within this time frame, your scalp or hair does not respond well to the products, or you would simply like to find a better product, you are welcome to reach out to our customer service team via email [email protected] and we will take care of you. 

If a refund is approved by our team, please note that return shipping charges will be deducted from your reimbursement, unless the package was incorrectly shipped, or you received defective merchandise. We also require customers to package their returns appropriately. If products are returned and damaged in shipping, we, unfortunately, cannot honor a reimbursement. 

Since everybody's hair and scalp are different and there are many causes of hair thinning, we do not offer a money back guarantee. If you are having any adverse reactions to our products or have simply changed your mind, you can return them within 60 days for a refund.

While we completely understand that Divi may not be the right fit for everyone, our return window is within 60 days of the package's arrival. If your package was delivered over 60 days ago, you are not eligible for a return/refund. You can also view our return policy here.

Please allow up to two weeks for a refund to be credited to your original form of payment. If two weeks have passed, please contact our team at [email protected] with your order number. Please note that original shipping charges will not be refunded.

In order to start a Divi subscription, simply choose "Subscribe" and select your delivery frequency on the product checkout page. This will automatically apply a discount to this first order, as well as every subsequent subscription order of this product. 

While canceling your subscription will stop future orders from being processed, it will not cancel any orders that have already been placed if the billing date has passed. If you wish to cancel an already existing recurring order, please contact us for further assistance. Keep in mind, we can only cancel an order if it has not already been processed by our fulfillment team.

Yes! You can activate and deactivate your subscription in your customer portal any time after your original subscription order has been placed!

In order to add a one-time item to your next subscription, log in to your account on our website and go to the "Manage Subscriptions" page. Here you can find the option to add a one-time item on the bottom of the page on mobile and right side of the page on desktop.

To change your subscription address, make sure you update it both in the Divi portal and the subscription portal as updating one will not update the other! Below you can find step-by-step instructions to help you make this change.

Log in to your Divi account. Here, you’ll see your account information, order history and the addresses we have on file. Click the "Addresses" button and you will see an option to add, edit or delete addresses.

Once your addresses are up-to-date in your account, you’ll want to edit them in your subscription portal as well. To do so, go back to your account and click on “Manage Subscriptions.” Here, you can click on “Shipping Addresses” on the top of your portal.

Next, click on “Edit Shipping Address” and make any necessary changes.

In order to update your Divi subscription(s), you'll need to log in to your account and visit the customer portal. Here, you can swap out your subscription items, reschedule or skip a shipment and update your billing and shipping information. Our customer support team can also help you customize the delivery cadence to meet your needs.

Unfortunately, you're unable to stack Club Divi Points on top of your subscription savings at this time.