Shipping policy

Shipping Policy

Standard Shipping Process

Order Processing Time: Regardless of the shipping method selected at checkout, orders typically require 1-3 business days for processing. We ship Monday through Saturday, excluding Sundays and holidays. For example, if you place an order on Monday, it will ship between Tuesday and Thursday. Once your order ships, you will receive a confirmation email containing a tracking link.

Important Planning Note: We strive to deliver your hair as quickly as possible. However, please do not place an order if you need the hair within 72 hours. If you have a scheduled hair installation, we recommend allowing at least 2 weeks of buffer time to account for any unforeseen circumstances that may cause delays.

Order Information Verification

  1. Address Accuracy: Inaccurate or incomplete addresses, or unverified order details, may result in processing delays of 1-2 business days. We strongly encourage all customers to thoroughly review your order information, particularly your delivery address and phone number.
  2. Address Restrictions: P.O. Box, APO, and FPO addresses are not accepted. Please provide an accurate physical street address.
  3. Special Instructions: If your order includes special notes or requests, we will confirm these details with you first, which may add 1-2 days to processing time.

Shipping Methods and Delivery Times

We use reputable carriers including UPS, DHL, FedEx, and TNT Express. Please select the most convenient shipping option for your location when placing your order.

Free Shipping Regions

Europe and North America: Free shipping is available for most European and North American countries, including:

  • United States
  • Canada
  • United Kingdom
  • France
  • Belgium
  • Germany
  • Ireland
  • Italy
  • Netherlands

Standard delivery time: 4-7 business days

Paid Shipping Regions

Asia, Africa, and South America: Customers in these regions are responsible for shipping fees of $40 per order.

Standard delivery time: 8-15 business days

International Shipping Information

Customs Duties and Taxes:

  1. International orders may be subject to import duties, taxes, and fees imposed by your country's customs department upon arrival. As the recipient, you are the importer of record and are responsible for all import costs and for complying with all laws and regulations of your destination country.
  2. OQ HAIR does not charge, collect, or provide information regarding customs duties and taxes. Customs policies vary by country. For specific questions, please contact your local customs office.
  3. We are not responsible for customs fees, and these charges are non-refundable. These government fees are not paid to OQ HAIR and remain the sole responsibility of the recipient.
  4. Refused Packages: If you decline to pay customs duties or taxes and your package is returned to us, you will be charged a 10% restocking fee, and shipping costs will be deducted from your refund or store credit.

Address-Related Issues

Customer Responsibility: All customers are responsible for providing correct billing and shipping address information. Address change requests will be considered but cannot be guaranteed.

Incorrect Address Consequences:

  • If an order is shipped to an incorrect address provided by the customer, it will be returned to our warehouse, and you will be responsible for additional shipping charges.
  • No refunds will be issued for abandoned or unclaimed shipments.

Resolution Process: If your order has already shipped before we can update the address, you may return the order to us upon receipt. Please refer to our return policy for detailed instructions. We can then either ship the order to your correct address or refund the order amount once the package is confirmed returned to our warehouse.

Package Tracking

Tracking Information: We will send your tracking number via email. All orders include verified tracking numbers and links. Please note that tracking numbers may take several hours to update in the carrier's system.

Delivery Issues: If you experience problems with your tracking number or package delivery, please contact the carrier directly before reaching out to us. Once the package leaves our facility, delivery matters must be resolved through the shipping carrier.

Security Recommendation: If you have previously experienced lost or stolen packages, we recommend having your order delivered to your workplace or another secure location to ensure safe receipt.

Important Precautions

  1. Holiday Processing: Orders placed on weekends or holidays will be processed on the next business day.
  2. Special Delivery Instructions: Special delivery instructions do not appear on shipping labels or packages. If you have specific delivery requirements, please contact your postal service or mail carrier directly. We are not responsible for delivery errors related to special instructions.
  3. Delivery Delays - Limited Liability: We are not responsible for delivery delays caused by:
    • Weather conditions
    • Carrier operational issues
    • Incomplete addresses
    • Customs processing delays
    • Lost or stolen packages
    • Undeliverable addresses
    • Incorrect contact information
  4. International Customer Obligations: International customers are responsible for paying all applicable import taxes, duties, and fees as determined by local customs authorities. These fees are paid directly to your local carrier or government, are not charged by OQ HAIR, and therefore cannot be refunded.