Shipping policy

1. SCOPE OF THIS POLICY

This Shipping Policy applies exclusively to purchases made directly through the official PION Professional store: www.pionpro.com.

This policy does not apply to purchases made through distributors, barber shops, salons, marketplaces, physical stores, authorized resellers, sales representatives, third-party platforms, or any other channel other than www.pionpro.com.

If you purchased PION Professional products through another channel, you must contact the seller, distributor, or platform where you made the purchase directly to learn about their shipping, delivery, exchange, return, or claim conditions.

2. ORDER PROCESSING

Orders placed through www.pionpro.com are processed Monday through Friday, excluding weekends, national holidays, non-business days, or special operational closures.

The estimated regular processing time is 1 to 3 business days after the order has been received, authorized, and verified.

Orders placed after the daily cut-off time may begin processing on the next business day.

Processing cut-off time: 5:00 p.m. EST Time zone: Eastern Time, United States.

During high-volume seasons, promotions, product launches, holidays, or inventory periods, processing may take longer.

3. ORDER CONFIRMATION

After placing an order on www.pionpro.com, the customer will receive an order confirmation by email.

This confirmation indicates that the order was successfully received, but it does not necessarily mean that the order has already been processed, packed, or shipped.

All orders are subject to:

  • Payment verification.
  • Inventory availability.
  • Address validation.
  • Anti-fraud security review.
  • Internal confirmation before dispatch.

PION Professional reserves the right to cancel, hold, or request additional information about an order if it detects inconsistencies in payment, address, customer information, or any potential operational or security risk.

4. SHIPPING METHODS

Available shipping methods will be displayed during checkout on www.pionpro.com and may vary depending on:

  • Delivery address.
  • Order weight.
  • Order volume.
  • Number of products.
  • Carrier availability.
  • Operational conditions of the order.

PION Professional may use carriers such as USPS, UPS, FedEx, DHL, or other authorized logistics providers, depending on availability and operational convenience.

The customer will be able to view the available shipping options before completing the purchase.

5. ESTIMATED DELIVERY TIMES

Delivery times displayed during checkout are estimates and begin once the order has been processed and handed over to the carrier.

Estimated delivery times may vary due to external factors beyond PION Professional's control, including:

  • Carrier delays.
  • Severe weather.
  • Holidays.
  • High shipping volume.
  • Transportation issues.
  • Security inspections.
  • Errors in the delivery address.
  • Customs procedures for international shipments.

PION Professional will make every effort to process and dispatch orders within the stated timeframes, but it cannot guarantee exact delivery dates once the package has been handed over to the carrier.

6. SHIPPING WITHIN THE UNITED STATES

PION Professional ships to addresses within the United States, depending on shipping service availability during checkout.

Free shipping promotions, when available, apply only to shipments within the contiguous United States, meaning the 48 continental states and the District of Columbia, unless expressly stated otherwise.

Free shipping promotions may not apply to:

  • Alaska.
  • Hawaii.
  • Puerto Rico.
  • Guam.
  • U.S. Virgin Islands.
  • APO/FPO addresses.
  • U.S. territories.
  • Orders with special weight or volume.
  • Products subject to logistics restrictions.
  • Orders considered wholesale or volume purchases.

PION Professional reserves the right to modify, suspend, or limit free shipping promotions at any time.

7. FREE SHIPPING ON ELIGIBLE PURCHASES

PION Professional may offer free shipping on eligible purchases over $50 USD, before taxes, additional discounts, or applicable fees, provided that the order meets the conditions in effect at the time of purchase.

This promotion may vary, be modified, suspended, or ended at any time without prior notice.

Unless expressly stated otherwise, free shipping over $50 USD applies only to retail purchases made directly through www.pionpro.com and shipped within the contiguous United States.

Free shipping does not apply to:

  • Wholesale purchases.
  • B2B purchases.
  • Distributor orders.
  • Commercial orders.
  • Volume purchases.
  • Orders with special weight, volume, or logistics conditions.
  • International shipments.
  • Shipments outside the contiguous United States.
  • Express, priority, expedited, or special shipping methods.

PION Professional reserves the right to determine whether an order qualifies as a retail purchase, volume purchase, or wholesale purchase based on the number of products, type of order, purchase frequency, delivery destination, or commercial nature of the order.

8. VOLUME PURCHASES AND COMMERCIAL ORDERS

The official store www.pionpro.com is primarily designed for retail purchases by end consumers.

If you are purchasing PION Professional products for your barber shop, salon, work team, business, or for a volume purchase, we recommend contacting our sales department beforehand. Our team can help you evaluate availability, commercial conditions, special pricing, and shipping options according to the type of order.

Sales email: sales@pionpro.com

Shipping conditions, pricing, discounts, availability, processing times, and logistics costs for wholesale or volume purchases may differ from the conditions applicable to retail purchases made through www.pionpro.com.

9. INTERNATIONAL SHIPPING

PION Professional may offer international shipping to selected countries through www.pionpro.com, depending on logistics availability, product restrictions, carrier availability, and applicable regulations.

Estimated delivery times for international shipments may vary depending on the destination, selected shipping method, and customs procedures in the destination country.

The estimated international delivery time may be 6 to 15 business days after the order has been shipped, although this timeframe may vary.

Orders shipped outside the United States may be subject to:

  • Import taxes.
  • Duties.
  • Customs fees.
  • Clearance costs.
  • Carrier administrative fees.
  • Local regulations in the destination country.

These charges are not included in the product price or necessarily in the shipping cost paid during checkout, unless expressly stated otherwise.

The customer or international recipient is responsible for paying any tax, duty, fee, or additional charge required by the authorities of the destination country.

PION Professional is not responsible for delays caused by customs procedures, inspections, holds, local regulations, or import rejections.

10. SHIPPING RESTRICTIONS

Some products may be subject to shipping restrictions due to their composition, presentation, volume, weight, liquid content, aerosol, fragrance, alcohol, flammable materials, or carrier regulations.

PION Professional reserves the right to limit, modify, or cancel the shipment of certain products if the carrier or applicable regulation prevents transportation to certain destinations.

If a product cannot be shipped to the indicated address, PION Professional will contact the customer to offer a solution, which may include:

  • Changing the shipping method.
  • Changing the address.
  • Refunding the affected product.
  • Partial or full cancellation of the order.

11. TRACKING AND SHIPPING CONFIRMATION

Once the order has been shipped, the customer will receive a confirmation email with the tracking number, when available.

The tracking number may take a few hours to update within the carrier's system.

If the tracking does not show movement immediately, we recommend waiting at least 24 to 48 business hours for the carrier to update the information.

Once the package has been handed over to the carrier, PION Professional does not directly control shipping times, routes, or tracking updates.

12. SHIPPING ADDRESS

The customer is responsible for providing a complete, correct, and updated shipping address when placing an order through www.pionpro.com.

PION Professional is not responsible for delays, losses, returns, or failed deliveries caused by:

  • Incorrect address.
  • Incomplete address.
  • Missing apartment, suite, or unit number.
  • Incorrect ZIP code.
  • Incorrect recipient name.
  • Closed or inaccessible business address.
  • Failure by the customer to receive the package.

If the order is returned to PION Professional due to an incorrect or incomplete address, the customer may be responsible for reshipping costs and any additional fees charged by the carrier.

13. PACKAGES MARKED AS DELIVERED

If the tracking indicates that the package was delivered, but the customer has not received it, we recommend taking the following steps:

  • Verify the delivery address.
  • Check nearby areas, reception, lobby, mailbox, front desk, or neighbors.
  • Contact the carrier directly with the tracking number.
  • Wait up to 24 hours, as some carriers may mark packages as delivered before completing the physical delivery.

PION Professional does not guarantee automatic replacements or refunds for packages marked as delivered by the carrier.

Each case will be reviewed individually and may require an investigation with the carrier.

14. LOST, STOLEN, OR DAMAGED PACKAGES IN TRANSIT

If a package is lost, stolen, or damaged during transit, the customer must contact PION Professional as soon as possible at support@pionpro.com.

PION Professional may assist the customer in reviewing the case, but the resolution may depend on the carrier's policies and the available documentation.

To process a claim for a lost, stolen, or damaged package, PION Professional may request:

  • Order number.
  • Tracking number.
  • Photos of the damaged package, if applicable.
  • Photos of the products received, if applicable.
  • Address confirmation.
  • Carrier statement or report, if applicable.

PION Professional is not responsible for packages stolen after being marked as delivered by the carrier.

15. ORDERS RETURNED TO SENDER

If an order placed through www.pionpro.com is returned to PION Professional by the carrier, we will review the reason for the return.

An order may be returned to sender for reasons such as:

  • Incorrect or incomplete address.
  • Unclaimed package.
  • Recipient unavailable.
  • Refused package.
  • Failed delivery attempts.
  • Access restrictions.
  • Customs issues for international shipments.

If the order is returned for a reason not attributable to PION Professional, the customer may be responsible for:

  • Original shipping costs.
  • Return shipping costs.
  • Reshipping costs.
  • Additional carrier fees.

If the package is received back by PION Professional in acceptable condition, we may offer reshipment at an additional cost or a refund for eligible products, excluding shipping costs and applicable fees.

16. PROCESSING OR SHIPPING DELAYS

PION Professional works to meet the stated processing and shipping times. However, delays may occur due to internal or external causes.

If an order cannot be shipped within the estimated timeframe provided, PION Professional may contact the customer to inform them of the delay and offer the corresponding options, which may include waiting for the shipment, modifying the order, or canceling the unshipped products when applicable.

17. CHANGES OR CANCELLATIONS BEFORE SHIPPING

If the customer needs to change or cancel an order placed through www.pionpro.com, they must contact PION Professional immediately at support@pionpro.com.

Changes or cancellations are not guaranteed, as orders may begin processing shortly after being received.

If the order has already been processed, packed, or shipped, it cannot be canceled or modified. In that case, the customer may review PION Professional's Refund, Return, and Warranty Policy to determine whether the product is eligible for return.

18. CUSTOMER RESPONSIBILITY

The customer is responsible for:

  • Providing correct contact and shipping information.
  • Reviewing the order before completing the purchase.
  • Being available to receive the package.
  • Tracking the shipment.
  • Contacting the carrier when necessary.
  • Reporting any issue within the established timeframes.
  • Paying taxes, duties, or customs charges for international shipments, if applicable.

19. CONTACT

For questions related to shipping, tracking, deliveries, lost packages, or returned orders from purchases made through www.pionpro.com, please contact us at:

Customer support email: support@pionpro.com Suggested subject: Shipping Request – Order #[Order Number]

For volume purchases, commercial orders, barber shops, salons, or distributors:

Sales email: sales@pionpro.com

Please include the following information:

  • Full name.
  • Order number, if applicable.
  • Email used for the purchase.
  • Shipping address.
  • Tracking number, if applicable.
  • Description of the issue.
  • Photos or documentation, if applicable.

20. POLICY UPDATES

PION Professional reserves the right to update or modify this Shipping Policy at any time.

Any changes will be published on this page with the corresponding updated date.