FAQs

PEAK SEASON SHIPPING (11/1/24-1/10/2025):

During the holiday season, there can be delays in processing and delivery timeframes. Please be aware that carriers may not update tracking in real time even though your package is in transit to you. 

Please allow 2-4 business days for processing. You will receive a shipping confirmation email with tracking information when your order is on its way! 

Bulk orders (25 or more items) will require 5-7 business days for processing and will be  invoiced a fee equal to 3% of the order total for handling and insurance.

Duties, taxes/fees and shipping times are calculated at checkout for all international orders. Please note these times can vary during peak season.

Please note for ALL orders: Fulfillment time and delivery delays can arise without notice due to customs clearance (international orders), extreme weather or other related/unexpected conditions.

A shipping confirmation email with tracking information will be sent when your order is on its way. If you need further assistance, email help@moknowshair.com.

If you enter the wrong address during checkout, contact help@moknowshair.com immediately with your order number, name and correct address. In SOME cases, we may be able to update the address for you if your order hasn't been processed. If your order has already been processed, you will be responsible for the cost of reshipping your order to the correct address.

For U.S. Orders:

Orders over $75 are eligible for FREE ground shipping (3-8 business days). Expedited shipping (2 business days) is available for an additional charge at checkout. All orders under $75 have a flat shipping rate of $6.99.

For International Orders:

The cost of shipping depends on your location, the size/weight of your order, and the service level you choose for shipping (Express vs. Standard). Rates and timeframes are calculated at checkout with DDP included (delivery duties and taxes/fees paid).

MoKnowsHair ships to:

• United States (includes military bases and P.O. boxes)
• International: Anguilla, Antigua & Barbuda, Argentina, Aruba, Australia, Austria, Bahamas, Barbados, Belgium, Belize, Benin, Bermuda, Bolivia, Botswana, Brazil, British Indian Ocean Territory, British Virgin Islands, Burkina Faso, Burundi, Cameroon, Canada, Cape Verde, Caribbean Netherlands, Cayman Islands, Central African Republic, Chad, Chile, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Costa Rica, Curaçao, Czechia, Côte d’Ivoire, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, Finland, France, French Guiana, French Southern Territories, Gabon, Gambia, Germany, Ghana, Greenland, Grenada, Guadeloupe, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Ireland, Italy, Jamaica, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Montserrat, Morocco, Mozambique, Namibia, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, Norway, Panama, Paraguay, Peru, Poland, Portugal, Rwanda, Réunion, Senegal, Seychelles, Sierra Leone, Sint Maarten, Somalia, South Africa, South Georgia & South Sandwich Islands, South Sudan, Spain, St. Barthélemy, St. Helena, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Sudan, Suriname, Sweden, Switzerland, São Tomé & Príncipe, Tanzania, Togo, Trinidad & Tobago, Tristan da Cunha, Tunisia, Turks & Caicos Islands, Uganda, United Kingdom, Uruguay, Venezuela, Western Sahara, Zambia, Zimbabwe

If you do not see your country/location or have issues with checkout, please email help@moknowshair.com.

If your items arrive damaged or defective and you would like a replacement, please contact help@moknowshair.com within 20 days of the purchase date and include your order number in the email subject line, photo documentation of the damage or defect and we will take care of it from there.

MoKnowsHair reserves the right to verify requests and request a return of the products you purchased. Requests without photo documentation will not be eligible for item replacement.

Sometimes the carrier may not update the tracking in real-time, so you will need to wait at least 15 days from the last tracking update to submit a lost package claim.

After 15 days of no carrier updates or movement in the tracking (20 days for international shipments), or if the carrier notifies you that the package is undeliverable, please contact us at help@moknowshair.com with your order number and details about your situation so we can help you from there.

MoKnowsHair is not responsible for lost or stolen shipments marked as "delivered" by the carrier. You will need to file a claim with the carrier to resolve and request reimbursement for stolen package issues.

MoKnowsHair reserves the right to verify requests. If your request for assistance with a lost order is sent more than 30 days past the purchase date, it will not be eligible for replacement or refund.

Most shipments make it through customs without delays, but customs authorities review a shipment from time to time, known as formal clearance, and may ask for additional information before clearing the shipment for final delivery.

Reviews by customs authorities can take as little as a few hours but occasionally last for days or even weeks, depending on the country and their workload at the time.

If we need additional information from you, we will let you know, or if you receive notification from customs, please contact help@moknowshair.com. We will walk through this with you and keep you updated!

We are unable to guarantee delivery if you ship to a temporary address (ex. hotel, vacation home, etc) and MoKnowsHair will not be responsible for any orders that are lost, stolen or damaged as a result. Please make sure you ship your order to a location you have full access to.

We are unable to accept returns or exchanges of products. All sales are FINAL and cannot be price adjusted, cancelled, refunded or returned.

We are unable to accept returns or exchanges of products. All sales are FINAL and cannot be price adjusted, cancelled, refunded or returned.

If there is an item missing or incorrect, please contact us at help@moknowshair.com within 20 days of the purchase date and include your order number in the email subject line and which items are missing or incorrect in the message, and a photo of what you received in your package.

MoKnowsHair reserves the right to verify requests. Requests without photo documentation are not eligible for replacement. If your request for missing, incorrect or damaged items is sent more than 30 days past the purchase date, it will not be eligible for replacement or refund.

We always try to make sure that doesn't happen, but if it does, we will contact you and refund the full price of the item(s) and any shipping fees (if applicable) within 3-5 business days. 

You can place your order through the website. All orders over 25 items will take 5-7 business days to process before shipping. You will be invoiced a fee equal to 3% of your order total for handling and insurance after your order is placed. If you have questions, please email help@moknowshair.com.

At this time, back bar sizes are not available. However, if you are a licensed cosmetologist or salon owner interested in using MoKnowsHair products for client services, please email help@moknowshair.com with your contact information and quantity request for quote.

MoKnowsHair products are safe for all textures and hair types.

• natural curls, coils and waves
• color-treated hair
• chemically processed hair
• locs and braids

Visit the MoKnowsHair YouTube channel for instructional tutorials and follow along on social media.

You can find older blog posts at moknowshairblog.com.

Yes, the products are safe for children. However, PLEASE review the ingredients for each product and consult your child's physician first, especially if they have any skin or food allergies.

At this time, MoKnowsHair products are only available at moknowshair.com.

MoKnowsHair products are Black owned, formulated and manufactured in the U.S.

MoKnowsHair products are free of:

• harsh sulfates
• phthalates
• parabens
• artificial dyes

Please refer to individual product pages for ingredient lists. If you have food or skin allergies, you should consult your physician before use and always do a patch test on a small area on your inner elbow or behind your ear 24 hours before use.

There are two non-vegan ingredients - honey and silk amino acids - that appear in four of the products (Moisturizing Co-Wash, The Ultimate Hydrator, Curl Primer and Defining Gel). So the entire collection is not vegan.