Policy & Procedures

📦 Shipping Information

All standard orders ship within 5-7 business days. (This does not include orders that participate in SALES.)

International Shipping (Canada & other countries)

We do currently ship internationally. International customers are able to choose their own form of shipping. Due to the Customs handling processes, some customers may experience delayed deliveries.

APO/FPO/ and DPO Military Addresses

All shipments to APO/FPO/and DPO addresses are able to choose their own form of shipping. Due to Military handling processes, the delivery to some destinations may take up to 21 days.

Shipping Addresses

Please be sure to provide the precise street address/P.O. box, city, state, and zip code information. Remember to fully spell out everything in your address. This will help to prevent any errors in shipping.

You can add, edit, or delete shipping addresses while you are in the address confirmation step of the check-out process.

Multiple Shipping Addresses

We currently do not ship to more than one address per order.

Business Days & Holidays

All orders process and ship Monday-Friday, excluding major holidays within the United States. Orders will be shipped according to the chosen shipping method selected. If orders are placed after cut-off time, it will be processed the following business day.

Packages will not be shipped on the weekends or on the following US holidays:

• New Year's Day
• Memorial Day
• 4th of July
• Labor Day
• Thanksgiving
• Christmas

CROWN COILZ LLC

POLICY & PROCEDURES MANUAL

Brand Standard: Plant-Based • Quality-Focused • Customer-Centered

Brand Promise: Regrow your hair and reclaim your confidence.

Effective Date: August 2026

Document Classification: Internal Business Policy & External Operating Standards

1. PURPOSE OF THIS MANUAL

The purpose of the Crown Coilz LLC Policy & Procedures Manual is to establish consistent standards for operating, representing, selling, distributing, marketing, and protecting the Crown Coilz brand.

These policies are designed to:

• Protect the Crown Coilz name, products, formulas, reputation, and intellectual property.
• Establish professional operating standards.
• Promote product quality and consistency.
• Provide employees and contractors with clear expectations.
• Establish standards for retailers, wholesalers, distributors, and other business partners.
• Protect confidential company information.
• Provide customers with consistent and professional service.
• Reduce operational, financial, legal, and reputational risk.
• Establish accountability throughout the organization.
• Support Crown Coilz as it grows into larger retail and distribution channels.

This manual should be reviewed periodically and updated as Crown Coilz grows or applicable laws, regulations, contracts, manufacturing practices, or business operations change.

2. COMPANY POLICY STATEMENT

Crown Coilz LLC is committed to providing high-quality hair-care products while maintaining professional, ethical, consistent, and legally compliant business practices.

Everyone representing Crown Coilz—including owners, employees, independent contractors, sales representatives, affiliates, wholesalers, distributors, and authorized business partners—is expected to protect the integrity and reputation of the brand.

No individual is authorized to make representations, commitments, guarantees, product claims, pricing arrangements, or contractual promises on behalf of Crown Coilz unless authorized to do so.

3. BRAND PROTECTION POLICY

The Crown Coilz name, logos, product names, packaging, photographs, videos, graphics, formulas, educational materials, marketing concepts, website content, written materials, slogans, training materials, and other proprietary assets are valuable business property.

Crown Coilz materials may not be copied, reproduced, modified, distributed, resold, repackaged, relabeled, or used for another business without written authorization.

Employees, contractors, retailers, influencers, wholesalers, and other partners may only use approved Crown Coilz brand assets.

Unauthorized use of Crown Coilz intellectual property may result in termination of the applicable business relationship and any other remedies available to the company.

4. CONFIDENTIALITY & PROPRIETARY INFORMATION

Confidential information may include:

• Product formulas
• Ingredient ratios
• Manufacturing procedures
• Supplier information
• Vendor pricing
• Wholesale pricing
• Customer information
• Retail buyer contacts
• Marketing strategies
• Sales information
• Financial information
• Business plans
• Product-development information
• Passwords and account credentials
• Internal documents
• Training materials
• Distribution strategies

Confidential information must not be disclosed to unauthorized individuals.

Access should be limited to individuals who require the information to perform legitimate Crown Coilz business activities.

Confidentiality obligations may continue after an employee, contractor, vendor, or business partner stops working with Crown Coilz where required by contract or applicable law.

5. PRODUCT QUALITY POLICY

Crown Coilz is committed to maintaining consistent product quality.

Products should be manufactured, filled, packaged, stored, handled, and distributed according to established company procedures and applicable regulatory requirements.

Products must be inspected for issues such as:

• Damaged packaging
• Broken seals
• Leakage
• Incorrect labeling
• Contamination
• Unusual color, odor, or texture
• Incorrect fill quantity
• Packaging defects
• Expiration or stability concerns where applicable

Products suspected of being defective, contaminated, adulterated, or improperly labeled must be isolated from sellable inventory until reviewed.

No employee or representative may knowingly sell a product that has been designated as damaged, contaminated, recalled, expired where an expiration applies, or otherwise unsuitable for sale.

6. PRODUCT FORMULATION & MANUFACTURING

Only approved formulas and production instructions may be used to manufacture Crown Coilz products.

Changes to ingredients, ingredient concentrations, suppliers, manufacturing methods, preservatives, fragrances, packaging, or labeling should be properly evaluated and authorized before implementation.

Production records should be maintained when appropriate to document:

• Product name
• Batch or lot identification
• Production date
• Ingredients used
• Ingredient lot information when available
• Quantity produced
• Packaging used
• Person responsible for production
• Quality observations
• Release or disposition of the batch

Crown Coilz should follow applicable cosmetic manufacturing and safety requirements as the company grows and manufacturing arrangements change.

7. INGREDIENT & SUPPLIER POLICY

Ingredients and packaging should be purchased from approved suppliers whenever practical.

Supplier records may include:

• Company name
• Contact information
• Ingredient specifications
• Certificates or testing documentation where applicable
• Purchase records
• Lot numbers
• Safety information
• Quality complaints

Ingredients that appear damaged, contaminated, mislabeled, deteriorated, or otherwise questionable should not be used until evaluated.

8. LABELING POLICY

Crown Coilz products must use approved labels.

Employees, contractors, retailers, and distributors are prohibited from changing Crown Coilz labels without written authorization.

Product labels should contain information required by applicable law for the particular product and market in which it is sold.

Marketing language and labeling must be reviewed carefully so cosmetic products are not unintentionally represented as drugs or treatments for diseases unless legally permitted.

9. PRODUCT CLAIMS & MARKETING POLICY

All Crown Coilz advertising must be truthful, supportable, and consistent with approved company messaging.

Representatives must not invent or exaggerate product benefits.

Statements concerning hair growth, DHT, alopecia, medical conditions, chemotherapy-related hair loss, hormonal hair loss, or other health-related matters require particular care.

Crown Coilz does not authorize employees, affiliates, influencers, or sales representatives to diagnose medical conditions or promise that a cosmetic product will cure, prevent, or treat a disease.

Before-and-after photographs, testimonials, demonstrations, and customer results should accurately represent genuine experiences and should not be materially altered or presented in a misleading manner.

Appropriate disclosures should accompany testimonials, endorsements, sponsored content, and results claims where required.

10. CUSTOMER SERVICE POLICY

Every Crown Coilz customer should be treated professionally, respectfully, and fairly.

Customer inquiries should be handled promptly and accurately.

Employees should:

• Listen to the customer's concern.
• Review the applicable order or product information.
• Document significant complaints.
• Explain available solutions.
• Escalate product safety or serious customer complaints immediately.
• Avoid arguing with customers publicly or privately.

Customer information must be handled responsibly and only used for legitimate business purposes.

11. ORDER PROCESSING POLICY

Orders should be processed according to established procedures.

Before shipment, staff should verify:

• Customer/order information
• Product selection
• Quantity
• Payment status
• Shipping method
• Packaging
• Promotional discounts when applicable

Orders should be packed to reduce the possibility of leaking, breakage, contamination, or shipping damage.

Tracking information should be provided when supported by the applicable shipping service.

12. SHIPPING POLICY

Crown Coilz will make reasonable efforts to process orders within the processing period communicated to customers.

Shipping times may be affected by carriers, holidays, severe weather, inventory shortages, or circumstances outside Crown Coilz's control.

Customers are responsible for providing accurate shipping information.

Claims involving missing, damaged, or incorrectly delivered packages will be handled according to Crown Coilz procedures and applicable carrier requirements.

13. RETURNS, REFUNDS & EXCHANGES

For hygiene and product-safety reasons, Crown Coilz may restrict returns of opened or used personal-care products except where required by law or where a verified defect, shipping error, or other approved circumstance applies.

The company's website should clearly disclose the current return and refund terms before purchase.

Customers requesting assistance may be required to provide:

• Order number
• Customer name
• Product involved
• Description of the issue
• Photographs where relevant
• Additional information reasonably necessary to investigate the claim

Approved refunds should generally be returned through the original payment method when practical.

14. ADVERSE EVENT & PRODUCT COMPLAINT POLICY

Any complaint involving a potentially serious reaction or safety concern must receive priority attention.

Staff should document available information, including:

• Customer contact information
• Product involved
• Lot or batch number when available
• Date purchased
• Date used
• Description of reported reaction
• How the product was used
• Photographs or documentation voluntarily supplied
• Action taken by Crown Coilz

Serious adverse events must be escalated promptly and handled according to applicable reporting requirements.

Employees should not provide medical diagnoses.

When appropriate, customers experiencing significant or persistent reactions should be advised to discontinue use and seek appropriate medical attention.

15. PRODUCT RECALL PROCEDURE

If Crown Coilz identifies a product that may present a safety, contamination, labeling, or significant quality issue, management may initiate a product hold or recall.

The company should:

1. Identify affected products and lot numbers.
2. Stop distribution when appropriate.
3. Isolate affected inventory.
4. Determine the scope of distribution.
5. Contact affected business partners when necessary.
6. Maintain documentation.
7. Provide appropriate customer instructions.
8. Make required regulatory notifications.
9. Investigate the root cause.
10. Implement corrective actions.

Only authorized management representatives may issue official recall communications.

16. INVENTORY MANAGEMENT

Inventory must be maintained in an organized manner.

Inventory procedures should support:

• Accurate stock counts
• Lot or batch traceability when applicable
• Proper storage
• Damage identification
• Reorder planning
• Theft prevention
• Product rotation

Inventory discrepancies should be reported promptly.

Unauthorized removal of company inventory is prohibited.

17. STORAGE & SANITATION

Hair-care products, raw materials, packaging, and production equipment should be stored in conditions that help protect them from contamination, deterioration, excessive heat, moisture, pests, and other hazards.

Work surfaces and equipment must be maintained according to established sanitation procedures.

Food, drinks, personal belongings, and unrelated materials should be kept away from manufacturing and filling areas where they could create contamination risks.

18. EMPLOYEE CODE OF CONDUCT

Employees are expected to:

• Arrive prepared and on time.
• Perform assigned responsibilities professionally.
• Treat coworkers and customers respectfully.
• Protect company property.
• Follow safety and sanitation requirements.
• Maintain confidentiality.
• Follow approved business procedures.
• Report suspected misconduct.
• Avoid conflicts of interest.
• Represent Crown Coilz professionally.

Harassment, discrimination, threats, violence, theft, deliberate falsification of records, and serious violations of company policy are prohibited.

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19. INDEPENDENT CONTRACTOR POLICY

Independent contractors must comply with applicable Crown Coilz confidentiality, brand, intellectual-property, customer-service, security, and professional-conduct requirements while performing contracted services.

Contractors may not represent themselves as having authority beyond the authority granted in their written agreement.

Contractor status and obligations should be established through appropriate written agreements and applicable law.

20. SOCIAL MEDIA POLICY

Only approved Crown Coilz information should be presented as official company communication.

Representatives must not:

• Publish confidential company information.
• Make unauthorized medical claims.
• Guarantee customer outcomes.
• Attack customers or competitors.
• Post discriminatory or offensive material while representing the brand.
• Misrepresent their relationship with Crown Coilz.
• Publish unapproved confidential product-development information.

Sponsored relationships, gifted products, affiliate relationships, and endorsements must be disclosed as required by applicable advertising rules.

21. WHOLESALE & RETAIL PARTNER POLICY

Authorized Crown Coilz retailers and wholesalers are expected to maintain the integrity of Crown Coilz products and branding.

Partners may not:

• Alter product formulas.
• Open and refill products.
• Relabel products.
• Sell counterfeit Crown Coilz merchandise.
• Duplicate Crown Coilz packaging.
• Make unauthorized medical claims.
• Misrepresent their authorization status.
• Use Crown Coilz trademarks outside permitted purposes.

Products should be stored and displayed appropriately.

Wholesale pricing, payment terms, minimum orders, shipping terms, and resale requirements should be governed by the applicable wholesale agreement.

22. DISTRIBUTOR POLICY

Authorized distributors must maintain appropriate inventory controls and follow all applicable Crown Coilz distribution requirements.

Distributors should maintain sufficient records to identify where applicable products were distributed when traceability is necessary.

Unauthorized sub-distribution, diversion, relabeling, repackaging, or resale through prohibited channels may result in termination of the distribution relationship.

23. PRICING & PROMOTIONS

Retail, wholesale, promotional, affiliate, and distributor pricing must be authorized by Crown Coilz management.

Employees and representatives may not independently create unauthorized discounts or make financial commitments on behalf of Crown Coilz.

Promotional codes must be used according to the terms of the promotion.

Crown Coilz reserves the right to modify or discontinue promotions subject to applicable law and contractual obligations.

24. PAYMENT & FRAUD PREVENTION

Crown Coilz will use approved payment systems to process transactions.

Employees must not store payment-card information outside authorized systems.

Potentially fraudulent orders may be reviewed, delayed, canceled, or refunded when appropriate.

Suspicious activity should be reported to management.

25. DATA PRIVACY & CYBERSECURITY

Customer, employee, vendor, and partner information should be collected and used only for legitimate business purposes and handled in accordance with applicable privacy requirements.

Access to business systems should be restricted based on job responsibilities.

Employees should:

• Use strong passwords.
• Enable multi-factor authentication when available.
• Avoid sharing passwords.
• Protect customer information.
• Report suspicious emails and account activity.
• Avoid downloading unknown attachments.
• Secure company devices.

Access should be removed promptly when an employee or contractor no longer requires it.

26. INTELLECTUAL PROPERTY

Crown Coilz intellectual property may include trademarks, logos, copyrighted materials, trade secrets, proprietary formulas, product designs, packaging, photographs, videos, written materials, educational content, and other original company assets.

No party may commercially exploit Crown Coilz intellectual property without authorization.

Proprietary formulas and manufacturing information should receive particularly strong confidentiality protection.

27. INFLUENCER & AFFILIATE POLICY

Influencers and affiliates representing Crown Coilz must:

• Provide truthful information.
• Use approved product descriptions.
• Clearly disclose material relationships where required.
• Avoid unsupported health or medical claims.
• Avoid guaranteed-results claims unless expressly authorized and substantiated.
• Protect confidential information.
• Follow applicable advertising rules.

Crown Coilz may discontinue relationships with representatives whose activities could damage the company or violate applicable requirements.

28. PHOTOGRAPHY, TESTIMONIALS & BEFORE/AFTER CONTENT

Customer photographs and testimonials should only be used with appropriate permission.

Crown Coilz will not knowingly fabricate testimonials or create false customer results.

Before-and-after images should not be manipulated in ways that materially misrepresent the customer's actual results.

When individual results vary, appropriate disclosures should be used.

Customer privacy must be respected.

29. EQUAL OPPORTUNITY & PROFESSIONAL RESPECT

Crown Coilz is committed to maintaining a professional environment where employees, contractors, customers, vendors, and partners are treated with dignity and respect.

Employment and business practices should comply with applicable federal, state, and local anti-discrimination requirements.

Harassment and unlawful discrimination are prohibited.

30. CONFLICTS OF INTEREST

Employees and contractors must disclose circumstances that could materially interfere with their responsibilities to Crown Coilz.

Confidential Crown Coilz information may not be used to create, assist, or improperly benefit a competing business.

Company opportunities, customer lists, supplier relationships, and proprietary information must not be misappropriated for unauthorized personal gain.

31. RECORD RETENTION

Crown Coilz should maintain appropriate business records, which may include:

• Sales records
• Tax records
• Purchase records
• Vendor records
• Manufacturing records
• Batch records
• Product complaints
• Recall documentation
• Contracts
• Employment documentation
• Wholesale agreements
• Insurance records
• Marketing approvals
• Intellectual-property records

Records should be retained according to applicable legal, tax, regulatory, contractual, and operational requirements.

32. SAFETY POLICY

Employees must maintain safe working conditions and promptly report hazards, injuries, spills, equipment problems, contamination concerns, or other unsafe conditions.

Required personal protective equipment should be used when handling ingredients, chemicals, equipment, or production processes for which protection is appropriate.

Safety documentation should be available for materials when required.

33. RETAIL EXPANSION & COMPLIANCE

As Crown Coilz expands into larger retail channels, products and operations should be reviewed for compliance with applicable requirements involving:

• Product labeling
• Ingredient declarations
• Cosmetic safety
• Manufacturing practices
• Barcodes and product identification
• Product liability insurance
• Vendor requirements
• Retailer packaging standards
• Shipping and logistics
• Traceability
• Product complaints
• Recall procedures
• Advertising and marketing claims

Retailer-specific requirements must be reviewed before entering a new retail program.

34. BUSINESS CONTINUITY

Crown Coilz should maintain contingency procedures for events that could interrupt operations, including:

• Supplier shortages
• Equipment failure
• Shipping disruptions
• Technology outages
• Cybersecurity incidents
• Inventory shortages
• Facility problems
• Product recalls
• Severe weather
• Other emergencies

Critical company records should be appropriately backed up and protected.

35. POLICY VIOLATIONS

Violations of Crown Coilz policies may result in corrective action appropriate to the relationship and circumstances.

Actions may include:

• Coaching or retraining
• Written warning
• Removal of system access
• Suspension
• Termination of employment
• Termination of contractor relationship
• Termination of wholesale or distribution privileges
• Removal from affiliate programs
• Legal action when appropriate

Crown Coilz reserves the right to protect its customers, products, intellectual property, and reputation.

36. MANAGEMENT AUTHORITY

Crown Coilz management reserves the right to establish, interpret, revise, supplement, or discontinue company policies as necessary, subject to applicable laws and contractual obligations.

No employee, contractor, representative, or business partner may waive a Crown Coilz policy without proper authorization.