Shipping Info

How Delivery Time Is Calculated

Your total delivery time consists of two separate periods:

Total delivery time = order processing time + carrier transit time.

• Processing time: The time required to verify, prepare, inspect, and pack your order before shipment.
• Carrier transit time: The estimated time between carrier acceptance and delivery to your address.

Estimated Shipping Times and Costs

Order Processing

Most in-stock orders are prepared for shipment within 24–48 business hours after payment is successfully received and any required verification has been completed.

Processing may take longer during:

• Major sales and promotional events.
• Weekends and recognized holidays.
• Periods of unusually high order volume.
• Payment, billing, address, or fraud-verification reviews.
• Temporary inventory or carrier interruptions.
• Severe weather or other events outside our reasonable control.

Orders placed on Friday, Saturday, Sunday, or a holiday will normally begin processing on the next available business day.

Express and Time-Sensitive Orders

Express shipping reduces carrier transit time but does not remove the normal order-processing period.

If you are purchasing hair for an appointment, event, trip, birthday, or another time-sensitive occasion, please place your order early enough to allow for processing and unexpected carrier delays.

Tracking Information

Once your order has shipped, a shipping confirmation email containing your tracking number will be sent to the email address provided at checkout.

Tracking information may take approximately 24–48 hours after shipment to begin showing movement on the carrier’s website.

If the normal processing period has passed and you have not received a shipping confirmation, please check your spam or junk folder before contacting us.

Order Verification

To protect customers and Her Hair Company from unauthorized transactions, certain orders may require additional verification before shipment.

Verification may be required when:

• The billing and shipping addresses do not match.
• The shipping information appears incomplete or incorrect.
• The order has an unusually high value.
• The payment provider identifies the transaction for additional review.

We may contact you by email or telephone to confirm limited order, billing, shipping, payment, or identity information. Verification may extend the processing period.

If required verification cannot be completed, Her Hair Company may cancel the affected order and issue an applicable refund to the original payment method.

Shipping Address Accuracy

Please review your recipient name, street address, apartment or unit number, city, state, postal code, country, email address, and telephone number before submitting your order.

Contact us immediately if you notice an address error. We will make reasonable efforts to assist, but changes cannot be guaranteed once processing or shipment has begun.

Once a package has shipped, address corrections or rerouting requests may need to be arranged directly with the carrier and may result in additional fees or delivery delays.

International Orders and Customs Fees

International orders may be subject to customs duties, import taxes, value-added tax, brokerage fees, or other charges imposed by the destination country, customs authority, or carrier.

Unless expressly included at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the recipient.

Her Hair Company does not determine or control customs charges. The amount may vary according to the destination, order value, product classification, country of origin, and applicable local rules.

Customs inspection and clearance may extend the estimated delivery time.

Carrier Delays

Delivery estimates may be affected by severe weather, holidays, natural disasters, customs delays, carrier service interruptions, government restrictions, incorrect addresses, failed delivery attempts, and other circumstances outside our reasonable control.

Once a package is in transit, the shipping carrier controls its transportation and final delivery schedule. Her Hair Company will provide reasonable assistance with eligible carrier inquiries but cannot guarantee a revised delivery date.

Lost or Delayed Packages

If your tracking information has stopped updating, shows an unusual delay, or indicates that the package may have been lost, contact us with your order number and tracking number.

We may ask the carrier to open a trace or investigation. Carrier investigations can take several business days, and a replacement or refund cannot be confirmed until the investigation and available shipping evidence have been reviewed.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

1. Confirm that the shipping address on your order is correct.
2. Check entrances, mailrooms, parcel lockers, reception desks, and safe delivery locations.
3. Ask household members, neighbors, building staff, or front-desk personnel.
4. Allow one additional business day, as carrier scans may occasionally appear before final delivery.
5. Contact the carrier directly using your tracking number.

If the package remains missing, contact us so we can determine whether a carrier inquiry is available.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incorrect, or materially different from what you ordered, email info@herhaircompany.com within 3 business days of the carrier-confirmed delivery date.

Please include your full name, order number, a clear description of the issue, and clear photos or video showing the product, packaging, labels, and shipping label.

Do not wash, install, cut, color, brush, comb, unravel, or otherwise alter the product before the claim has been reviewed.

If the issue is verified as a Her Hair Company error, we will provide approved return instructions and an appropriate resolution under our Return & Exchange Policy.

Backorders and Inventory Delays

Although uncommon, an item may become temporarily unavailable after an order has been submitted.

If an item is backordered, we will contact you with the available options and an estimated restock or shipment date.

If the affected item cannot reasonably be shipped within approximately 7–10 business days, you may be offered the choice to continue waiting, select an available replacement, or cancel the affected item for an applicable refund to the original payment method.

Order Cancellations and Modifications

To request an order cancellation or modification, please contact us within one hour of placing your order.

We will make reasonable efforts to accommodate your request, but cancellations and modifications are not guaranteed once processing has begun.

Orders that have already shipped cannot be cancelled or modified. After delivery, eligible return or exchange requests must be submitted within 3 business days of the carrier-confirmed delivery date and follow our Return & Exchange Policy. Customer-preference returns are not free and require the customer to pay return shipping.