Frequently Asked Questions

General

  • If you have any questions about a product or your order, please don't hesitate to contact us.

  • From time to time, products may become unavailable, including when sold out. If a product is sold out, you will have the ability on the product page to be notified as soon as the product is back in stock.

    If you're interested in purchasing a product that we don't yet carry, please contact our concierge team, and we'll be happy to look in to stocking the item.

  • HIGH PONY SALON is located at 77 E Pender St, Vancouver, BC.

    To schedule an appointment, hours of operation, or contact information, please click here.

  • For more information about our salon, please click here.

  • If you're interested in partnering with HIGH PONY SALON, or if you have a fundraising request, please email pr@highpony.ca.

Shipping + Delivery

  • Processing times may be delayed during peak and holiday periods. Orders are typically processed within 1-4 business days.

    Domestic shipping can take up to 5 business days.

    Foreign shipping could take up to 14 business days.

    Due to global supply chain challenges, shipping times could be longer than usual.

  • We offer free shipping on all orders over $200. Free shipping is automatically calculated and applied during checkout.

    For all other orders, we offer expedited and trackable $10 flat rate shipping for Canadian/US orders.

    Priority/Rush shipping rates are calculated at checkout.

  • We offer expedited and trackable shipping for all orders.

    We offer free shipping on all orders over $200. Free shipping is automatically calculated and applied during checkout.

    For all other orders, we offer expedited and trackable $10 flat rate shipping for Canadian/US orders.

    Priority/Rush shipping rates are calculated at checkout.

  • Yes! Pick-up is available from our salon located at 77 E Pender St, Vancouver, BC.

    Please note, if in store pick-up is selected, you will receive an email once your order is available for pickup. Once available for pickup, orders will be held for 10 business days.

  • HIGH PONY SALON ships within Canada and to the United States.

  • If the order you're placing is a gift, please select "Is This a Gift" in the cart. You will have the ability to include a special message which will be added to the order.

    All price tags will be removed from products that are shipped. Please ensure the recipients Shipping Address is used at Checkout.

Returns & Exchanges

  • All our products are subject to quality control.

    Our warranty provides a guarantee against manufacturer defects.

    The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.

    It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.

  • If you’re not completely satisfied with your purchase, you may return eligible* items within 30 days of delivery for exchange or store credit.

    All returned products must be in their original condition and packaging.

    To start a return, please contact us at info@highpony.ca with your order number and reason for return.

    Once approved, we’ll provide instructions for sending your item back. Please note that shipping fees are non-refundable, and customers are responsible for return shipping unless the item arrived damaged or incorrect.

    *Final Sale Items

    Please note that the following items are final sale and cannot be returned or exchanged for hygiene and safety reasons:

    • Hot Tool (e.g., blow dryers, flat irons, curling wands, etc.)
    • Hair Combs & Brushes
    • Gift cards and promotional items