Shipping & Cancellations
Shipping and Cancellations
We ship to USA & Canada and other selected countries. If your country is not available at checkout, it means we do not currently ship to your location. USA & Canada, enjoy FREE shipping on all orders. Your order will ship via Courier Express Delivery if it is Human Hair and Synthetic Hair will be delivered by Express / Priority Mail. Transit time is usually between 3-8 days for Express Courier and 7-16 days for Express / Priority Mail. Note that most of our items are custom produced and processing times can be between 2 and 12 days depending on the item. Please check product description for details. In stock items are usually shipped within 1-2 business days and items that have to be customized can take on average between 2 to 7 days to produce. Note that days means business days.
Some pre-colored virgin hair requires a processing/handling time of 3-5 business days and some synthetic products require a processing handling time of 3-7 business days if it needs to be custom produced. Human hair colors #1, #2, #4, browns, blondes and special colors such as pink, blue, etc, most of the time need to be customized and may take 2 to 7 business days for production if not in stock. Otherwise they are shipped within 1-2 business days if in stock. Some natural colored items need to be customized as well if not readily available and can take 2-5 days to produce. Some Crochet braids and some synthetic wigs have a longer transit time. Transit times do not include processing/handling time. Note that we do not produce on weekends or holidays and courier service is also not available on these days. Please note that with customized items delays by 1 or 2 days is sometimes a possibility depending on workshop workload.
Processing Time + Transit Time = Total Delivery Time
**Please Note: We do not ship to P.O. Boxes.**
Our Shipping Statuses
Once your order status changes to “Shipped” this means we are no longer in possession of your package. If your package is shipped late the night before, the status from “Processing” to “Shipped” won’t be updated until the next business day. If you see “Label Created” on the shipper’s tracking portal, this means your package has already left our warehouse and is in possession of the Shipping Agent for transit. Any delays that occur can be for various reasons beyond ours or the shipper’s control including Airline Delays, Flight Limitations and Weather Events.
Customs Duties & Importation
Some countries may charge customs duties and importation fees. You will need to check with the customs department in your country to find out what charges may be incurred when importing merchandise. You are solely responsible for all importation fees, brokerage fees, customs duties and tariffs which may be charged to you by your local customs department. Please note that items may be delayed by your local customs department and our transit times do not include these possible delays. Our transit times will only cover from the time your order leaves our warehouse to the time the order reaches your country.
Note: Every country has different customs rules and regulations. Check with your local customs department when it comes to importing human hair products as we are not responsible for items which are held or seized by your local customs department.
Number of Days processing time refers to business days. This excludes weekends and holidays. Processing times may be extended by 1 or 2 days for items which need to be custom produced. Times vary and are noted in the item product description.
This time range is from the time you place your order until it is delivered to you.
Delivery Time = Processing Time + Transit Time
***Note that during holiday times and holiday seasons, orders may take longer to process and courier shipping times may be extended beyond our control. Our couriers such as DHL, FEDEX, etc work independently. Therefore we can only supply you with an estimated time of arrival and not a definite time of arrival. We do not have a rush order system, because as we mentioned before many of our items are customized. If you need an item for a particular date, it is best to order it well in advance.
Delivery Issues or Changes
In the event that you experience issues or have requests after your order has shipped, please contact the courier who is delivering your package. We have no control over or access to courier operations. Check your shipping notification email to see which courier your package shipped with. It will be located in the Comments section of your “Shipped” email.
Couriers are supplied with the phone number you enter on the checkout page. They use this number to contact you in case there is an issue with your shipment or a delivery failure. Usually, couriers try to deliver three times. After three tries, they may not try a fourth time and your package may be returned to sender or destroyed. Please make sure that you keep updated on your package location with the tracking provided as we are not responsible for failed deliveries or packages which have been destroyed because of failed deliveries. If the package is returned to sender and you want the package reshipped, then a delivery fee plus any other applicable fees will apply at the rate which is currently in place at the time of shipping including fees incurred for receipt. If the package is returned to sender, it is considered an unauthorized return and there is a high chance the package could become lost in which case we are not responsible. In the event that we do receive an unauthorized return that you do not want reshipped, there will be a 36% restocking fee plus other applicable fees that would have been incurred to receive and process the failed and returned delivery.
Protect Your Items from Being Stolen
We are not responsible for items which have been stolen after being delivered. We supply you with a tracking number for each order so that you know when to expect your package. If you live in an area which you deem to be unsafe and you want to avoid your package being stolen, it is advised that you contact the courier to see what alternative options are available for you to receive your package including re-routing or holding the package at a secure location until you pick it up.
Check the appropriate courier’s website for information on how to file a claim.
You are free to cancel your order at any time once it is not at or past the processing stage, since many of our items are customized. Once your order is at the processing stage, this means production has already started and cancellations cannot occur at this stage. Also, orders which have already shipped cannot be cancelled. However, if your order’s status is still “New”, you can cancel at your convenience. In very rare and special cases, a cancellation may be accepted at the processing stage but there will be a 30% materials wastage fee that will be incurred.
For situations where your order has already been shipped out:
You will need to return the item once it qualifies to be returned. View our Returns & Exchanges section for more information. Once the order arrives, you will need to initiate a return using our easy returns process to avoid delays with your refund. To initiate this process, contact us.
For general questions please contact us and we will get back to you within 24 hours (1 Business Day).