Shipping & Returns – Pivot Point International


Shop confidently with fast and secure delivery.

We ship from Illinois, and our service provider is UPS. The graphic below shows UPS Ground service’s average length of in-transit time.

UPS Outbound Shipping Zones

Orders placed by noon CT on any business day will typically ship out the same day (weather permitting). However, the shipment of your order is based on product availability, warehouse processing time (can be up to 48 business hours), payment processing time and does not include transit time. Payment processing cannot begin until we receive all information needed, such as a credit card authorization or an account reference.

NOTE: Online transactions will be initially placed “On Hold” while we authorize payment and allow our warehouse team time to process the order. Upon fulfillment, customers will receive a shipping confirmation email and UPS tracking link.

Orders placed on the weekend or during a holiday will not begin shipping or payment processing until the next business day. Business days are Monday through Friday, excluding Federal holidays. Pivot Point is closed annually between Christmas Eve and New Year’s Day.

NOTE: Title and risk of loss to all products will pass to you on delivery.

Student kit orders require up to 5 business days to build before they can ship.


We utilize a tiered shipping rate on our webstore to determine standard ground shipping costs. Please review the table below for more details:

Pivot Point Tiered Shipping Rates

These tiered shipping rates are for the contiguous U.S. 48 states only and do not apply to Alaska, Hawaii and Puerto Rico (any promotional free shipping offers are only valid in the contiguous U.S. 48 states). Call 847-866-0500 for shipping rates.

The shipping rates listed above are determined by the dollar value of your order. The checkout page will display the shipping methods and corresponding rates available to you before you complete your order.


If you need your order quickly by a certain date, select one of the expedited UPS shipping options at checkout.

  • Next-Day Air
  • 2-Day Air
  • 3 Day Select

For expedited orders exceeding $2,500, please call us at 847-866-0500.


The Pivot Point Store ships only to the contiguous United States. Submit the Pivot Point International Lookup form or go to the Global Distributor Network page to purchase products from other countries.


If you're unhappy with your purchase, we have a solution for you. Submit a return/exchange request here.


Hair may be returned up to 30 days after purchase if in original packaging and unused condition. Hair is warranted to the original purchaser for a period of one year from the original date of purchase against manufacturer defects. During the warranty period, please contact the Pivot Point Customer Experience Team for a return authorization at 847-866-0500 or submit our online form.

When contacting Pivot Point, please have order details, including the order number, lot number and date of purchase, along with the reason for return.


Unopened books may be returned up to 30 days after purchase. Please contact the Pivot Point Customer Experience Team for a return authorization at 847-866-0500 or submit our online form.


Kits may be returned up to 30 days after purchase if in original packaging and original condition. Any items missing from the kit will not be credited or replaced. There will also be a 25% restocking fee applicable for all kit returns. Don’t hesitate to get in touch with Pivot Point International Customer Support for a return authorization at 847-866-0500 or submit our online form.


For products produced by companies other than Pivot Point International, please see the manufacturer warranty information enclosed in the package and contact the manufacturer directly for further information. Pivot Point International is a distributor of these products and will not provide warranty or support for third-party products.


Defective goods must be reported and returned for a replacement within the first 30 days from the date of invoice. Misuse of products does not constitute a manufacturer’s defect in the product.


All returned items are subject to a 25% restocking fee. To ensure prompt and efficient handling of your returns, you must obtain a Return Authorization Number (RA#) from the Pivot Point Customer Experience Team, at 847-866-0500 or submit our online form. The RA number must appear on the shipping carton, or returns will be refused. Pivot Point is not responsible and will not assume freight charges incurred in the return of items to our warehouse or for reshipping new or replacement items unless goods are deemed damaged due to shipment or original defect.


Pivot Point is not responsible for typographic errors. Pivot Point reserves the right to change the terms and conditions of sale at the Pivot Point Store at any time. All sales at the Pivot Point Store are governed by Illinois law. No Pivot Point employee or agent has the authority to vary any of the Pivot Point Store’s policies or the terms and conditions governing any sale.


When you shop with Pivot Point, you’re also buying the assurance that we’ll be here if you need us. We stand behind the quality of our products and the prices we charge. If you’re not completely satisfied with your purchase or any part of your experience, just let us know. We are here to help.


Reach out anytime. We're here to help.
8725 W. Higgins Road, Suite 700
Chicago, IL 60631
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