Questions

Everything worth asking before you buy

If the answer you need is not here, write to hello@northlinehair.com. Every message answered within one business day.

Orders and shipping

How much is shipping and how long does it take?: $4.95 standard, free on orders over $45. $12.95 for express. Standard arrives in 3–5 business days after dispatch and express in 1–2 business days. Every order ships with a tracking number, emailed the moment the label is created. We ship within the United States only.
Where is my order?: Your tracking number is in the dispatch email. If it has not moved for two working days, or the email never arrived, use order status or write to orders@northlinehair.com. We would far rather chase a carrier for you than have you find out from your bank.
Can I change or cancel an order?: Yes, until it is picked. Email orders@northlinehair.com with the order number. Once it has shipped it becomes a return, and the 45-day window applies.

What is the returns window?: 45 days from delivery on anything unopened and in its original packaging. Email us and we authorise the return and send a prepaid label — there is never anything for you to post to a standing address unprompted.
What if I opened it and it did not suit my hair?: If a product caused a reaction, send a photograph and we will replace or refund it. Keep the product; do not post it back. If it simply was not right for your hair, tell us the weight number you were aiming for and what happened — we would rather swap you onto the right product than take the return.
When does the refund arrive?: Within five business days of the return reaching us, to the original card. Your bank then takes its own time to post it, usually another three to five days. The full text is in the refund and returns policy.

What does the number on the bottle mean?: How much a single application leaves behind on the strand, 0 to 5. 0 rinses out or dries to nothing; 5 is heavy by design, for coarse and curly hair. It is a statement about the formula, not about you, and it says nothing about how well the product works. The whole scale is here.
Which number should I be buying?: Fine or thin hair: 2 and under. Medium: up to 3. Thick or coarse: up to 4. Curly or coily: the whole scale. Those ceilings are deliberately conservative — you can always work upward, and walking a greasy day back takes a wash.
Is the weight scale an industry standard?: No. We invented it. It is a shared unit that lets the products in this one catalog be compared honestly against each other, and it does not transfer to anyone else’s shelf. It is not a medical standard and it is not a claim about anything except our own formulas.
Are these cosmetics, or are they treatments?: Cosmetics. Everything Northline makes changes how hair looks, feels and behaves — shine, slip, less visible frizz, hair that combs without tearing. Nothing here regrows hair, treats hair loss, or is a remedy for a scalp condition, and we will not imply otherwise. If that is what you need, a doctor is the right next step rather than a shop.

What will appear on my card statement?: NORTHLINE. It is printed at checkout and on your order confirmation as well, because an unrecognised line on a statement is the most common reason people call their bank about a charge they actually made. If you see it and are not sure, email us before your bank — we can resolve it the same day, and a dispute takes weeks.
How are my card details handled?: The card fields at checkout are hosted fields served from a separate, PCI DSS compliant vault. Card numbers are entered directly into that vault over an encrypted connection and never touch this website, our servers or our logs. We receive only the last four digits, the card brand and the result. 3-D Secure is supported and is applied where your bank asks for it.
What currency am I charged in?: All prices are shown and charged in US Dollars (USD). There is no other currency at checkout.
Is there a subscription?: No. There is no subscription, no auto-replenishment and no trial anywhere on this site. Routines are boxes you buy once. Nothing here will enrol you in a recurring charge.

Are there reviews?: Not yet, and we would rather say so than invent them. This shop is new. When there are real reviews from real customers they will go up with their real numbers attached — until then there are no star ratings, no review counts and no testimonials anywhere on the site.
Is everything fragrance-free?: Nothing in the catalog carries added fragrance. Where a formula smells of something it is the ingredients themselves — the clarifying wash and the scalp exfoliant both contain menthol and smell of it.
Where do I find the full ingredient list?: On every product page, in full, in descending order, with the fill size, net weight and cautions beside it. All 20 single products carry one. Nothing is held back as a proprietary complex.
Are the products tested on animals?: No. Neither the finished products nor the formulas are tested on animals, and we do not sell in markets that require it.