Shipping & Returns – Heat Free Hair

Updated Shipping Policy

In response to the CO-VID 19 pandemic, Heat Free Hair is temporarily changing it processing and shipping policies. Beginning Monday, 3/30/20 we will remove our same day shipping policy. All orders will ship on Mondays and Thursdays only. All orders placed by 12 PM on Monday and Thursday will ship on the respective day. USPS orders will be delivered in an estimated 1-3 business days from the ship date.

Please consider the global impact of the pandemic and note that transit times are estimates only. We are not responsible for shipping delays. However, you can protect your package by adding shipping insurance with Route at checkout to quickly resolve issues for lost, damaged or stolen packages.

FedEx Standard Overnight: FedEx orders (placed by 12 PM EST) will ship on Monday and Thursday only. If you choose FedEx Standard Overnight and your order ships on Monday, it will arrive on Tuesday. If you choose FedEx Standard Overnight and your order ships on Thursday, it will arrive on Friday. Delivery for this service is only applicable to business days only.

FedEx 2Day: FedEx orders (placed by 12 PM EST) will ship on Monday and Thursday only. If you choose FedEx 2Day and your order ships on Monday, it will arrive on Wednesday. If you choose FedEx 2Day and your order ships on Thursday, it will arrive the following Monday. Delivery for this service is only applicable to business days only.

Please allow 2-3 weeks before hair appointments, travel plans, and special occasions in the event we have to resolve a concern for you or to complete a exchange/return request.

Processing Time

All orders placed Monday-Friday before 12 PM EST will be processed and shipped the same day. Orders placed after 12 PM EST, will be processed the following business day. During sale periods, orders are processed and shipped on a 3-5 business day schedule. Weekends and holidays do not count as business days. Once your order is processed you will receive an email notification that your order has shipped. If additional information is needed to verify the billing or shipping details of your order, your shipping can be delayed 1-2 business days or until the information has been verified.

Shipping Information

**SIGNATURE IS REQUIRED FOR ALL DOMESTIC and INTERNATIONAL USPS & FEDEX ORDERS**

DESTINATION	SHIPPING METHOD	SHIPPING TIME	RATE
United States	USPS Priority Mail	1-3 business days	Varies
United States	FedEx Standard Overnight	1* business day	Varies
United States	FedEx 2Day	2* business days	Varies
Rest of the world (exclusions may apply)	FedEx International Economy	5-8+ business days	Varies
Canada, UK and U.S. Territories	USPS Priority Mail Express	3-5 business days	Varies
Rest of the world	USPS Priority Mail Express	6-10+ business days	Varies
APO/FPO/DPO	USPS Priority Mail Express	3-5 business days	Varies

**SHIPPING TIMES ARE ESTIMATES CONSIDERING THERE ARE NO DELAYS WITH THE RESPECTIVE COURIER COMPANY**

If you need to reschedule your delivery after an attempt has been made, or to get additional status updates on your tracking, please contact USPS or FedEx directly with questions.

COURIER	COURIER CONTACT
USPS	1-800-275-8777
FedEx	1-800-463-3339

USPS U.S. DOMESTIC ORDERS (1-3 BUSINESS DAYS AFTER PROCESSING TIME)

We primarily use USPS Priority Mail on orders placed within the United States and charge a varying rate based on the shipping destination on all orders. Orders shipping to PO Boxes and APO/FPO/DPO addresses must ship via USPS Priority Mail. Please note that we are not responsible for any shipping/delivery delays. We encourage our customers to allow ample time for delivery due to unplanned delays such as inclement weather, holidays, natural disasters, or courier delays. If your order has already shipped we are unable to make any changes to the shipping address. Abandoned and refused packages will not be refunded. Please note, that packages returned to sender due to inability to sign or retrieve from the post office will result in additional shipping charges. Also note, that it is the responsibility of the buyer to make sure that he or she enters the shipping address correctly.

Please note that all orders placed on a federal holiday will be processed the following business day!

All packages require a signature for delivery. If you are not available to sign for the package, please contact USPS directly to reschedule the delivery or to arrange a pickup.

FEDEX STANDARD OVERNIGHT

FedEx Standard Overnight offers next business day delivery by 3:00 pm to most U.S. addresses, by 4:30 pm to rural areas and by 8:00 pm to residences. Please note that Saturday/Sunday delivery is not available with this shipping option. FedEx Standard Overnight will not deliver to PO Boxes, APO/FPO/DPO addresses, or international addresses.

Orders placed before 12:00 pm EST will be processed and shipped out the same day when FedEx Overnight service is selected on Monday through Friday. If FedEx Standard Overnight is selected before 12:00 pm PM EST on Friday, it will be delivered on Monday as Saturday/Sunday delivery is not available with this option. If you select FedEx overnight shipping on Friday after 12:00 PM EST or on Saturday/Sunday, it will be processed and shipped out on Monday for Tuesday delivery.

Please note that all orders placed on a federal holiday will be processed the following business day!

All packages require a signature for delivery. If you are not available to sign for the package, please contact FEDEX directly to reschedule the delivery or to arrange a pickup.

FEDEX 2DAY

FedEx 2Day offers 2 business day delivery by 4:30 pm to businesses and by 8:00 pm to residences. Please note that Saturday/Sunday delivery is not available with this shipping option. FedEx 2Day will not deliver to PO Boxes, APO/FPO/DPO addresses, or international addresses.

Orders placed by 12:00 pm EST will be processed and shipped out the same day when FedEx 2Day service is selected on Monday through Friday. If FedEx 2Day service is selected by 12:00 pm PM EST on Friday, it will be delivered on Tuesday as Saturday/Sunday delivery is not available with this option. If you select FedEx 2Day shipping on Friday after 12 PM or on Saturday/Sunday, it will be processed and shipped out on Monday for Wednesday delivery.

Please note that all orders placed on a US federal holiday will be processed the following business day!

All packages require a signature for delivery. If you are not available to sign for the package, please contact FEDEX directly to reschedule the delivery or to arrange a pickup.

FEDEX INTERNATIONAL ECONOMY

FedEx International Economy offers an approximate 3-5 business day delivery to most international addresses where the service is available. Please note that Saturday/Sunday delivery is not available with this shipping option. FedEx International Economy will not deliver to PO Boxes or APO/FPO/DPO addresses.

Orders placed before 12:00 pm EST will be processed and shipped out the same day when FedEx International Economy service is selected. Please note that if you select FedEx International Economy after 12:00 pm EST on Friday or on Saturday/Sunday, it will be processed and shipped out on Monday.

Please note that all orders placed on a federal holiday will be processed the following business day!

All FedEx International Economy orders require a signature to be released to the recipient.

Orders shipped outside of the U.S. will be subject to customs fees or duties. These fees are not included in the price of goods you purchase from our website and are not included in the cost associated with shipping and are the sole responsibility of the customer. Your package will be subject to holding and potentially being returned to the sender if fees are not paid for its release. Please consult with your local customs agency for more information prior to ordering.

Please note that some shipments may experience delays due to the customs clearance process. We encourage our customers to allow ample time for delivery due to unplanned delays such as inclement weather, holidays, natural disasters, slow-to-ship country rates or courier delays. Also note, that it is the responsibility of the buyer to make sure that their shipping address is entered correctly.

All packages require a signature for delivery. If you are not available to sign for the package, please contact FEDEX directly to reschedule the delivery or to arrange a pickup.

USPS INTERNATIONAL ORDERS

CANADA, UK AND U.S. TERRITORIES (3-5 BUSINESS DAYS AFTER PROCESSING TIME)

REST OF THE WORLD (6-10+ BUSINESS DAYS AFTER PROCESSING TIME)

We use USPS Priority Mail Express on all international shipments and charge a varying rate based on the shipping destination on all orders. Orders shipped outside of the U.S. will be subject to customs fees or duties. These fees are not included in the price of goods you purchase from our website and are not included in the cost associated with shipping and are the sole responsibility of the customer. Your package will be subject to holding and potentially being returned to the sender if fees are not paid for its release. Please consult with your local customs agency for more information prior to ordering.

Please note that all orders placed on a federal holiday will be processed the following business day!

All packages require a signature for delivery. If you are not available to sign for the package, please contact USPS directly to reschedule the delivery or to arrange a pickup.

USPS PRIORITY MAIL APO/FPO/DPO ORDERS (3-5 BUSINESS DAYS AFTER PROCESSING TIME)

We ship to our military service members and diplomatic personnel overseas at a varying rate based on the shipping destination, however, there are very specific guidelines to follow when filling out the address field: Type out the service member’s full name in the address*

Include the unit and APO/FPO/DPO (Air/Army Post Office™, Fleet Post Office or Diplomatic Post Office) address with the 9-digit ZIP Code™ (if one is assigned)

Example:

CPT JANE DOE

UNIT 2044 BOX 4180

APO AP 93878-2061

Returns & Exchanges

Returns

Can I get a refund?

We do not offer refunds on our products, but would be glad to offer you store credit within the first 7 days of receipt, as long as your order is still in sale condition. Products that have been untied, washed, installed, chemically processed, dyed and/or tampered with are not eligible for an store credit, therefore please examine each product in its original sale condition to make sure you are completely satisfied. If your package is returned to sender, you will be responsible for all newly accrued shipping fees associated with the resending of your package. Returned packages must first be received prior to us resending your package. Packages that have been returned to sender and are no longer wanted, will not be refunded, but issued as store credit, excluding the initial shipping cost.

Exchanges

Can I exchange my order?

Yes. We are happy to accept your exchange request within 7 days of receipt, as long as your order is still in sale condition. Products that have been untied, washed, installed, chemically processed, dyed and/or tampered with are not eligible for an exchange, therefore please examine each product in its original sale condition to make sure you are completely satisfied. Please note that issues concerning color variation of the hair are not valid reasons for an exchange. We reserve all rights to decide whether the product(s) are eligible for exchange. We also reserve the right to reject an exchange request previously approved upon receipt.

Do I have to pay for the shipping of my exchange?

Yes, you are responsible for all shipping charges associated with an exchange if the correct item was received. Upon approval of your exchange request we will follow up with next steps regarding the process.

Can I exchange my Heat Free Hair Extensions without contacting you or getting my exchange approved?

No. You must contact us prior to sending your exchange. Products sent back without approval are not eligible for exchange and will be returned to sender.

My exchange has been approved and sent back, now what?

Exchanges currently run on a 1-2-week processing time. After your exchange request has been approved and sent back we will follow up with you via email, once your order has been retrieved from our returns facility. Please note that delivery of your return does not mean that your package has been picked up.

I want to exchange for a product of lesser value. Will I get refunded the difference?

If you are exchanging for a product of lesser value, the variance in price will be issued as store credit after subtracting the cost associated to shipping out your exchange.

What if I want to exchange for a product of greater value?

If you are exchanging for a product of greater value, the variance in price will be issued/emailed as an invoice including the cost associated to shipping out your exchange.