【shipping infos】
Q: Do you offer free shipping?
A: Yes, Protea Hair offers free standard shipping on all orders! However, for expedited or international shipping, additional fees may apply.
Q: How long will it take for my order to be shipped?
A: Our processing time is typically 1-3 business days. Once your order has been processed, it will be shipped out based on the shipping method selected during checkout.
Q: Where do you ship from?
A: We have Guangzhou and the US warehouses. So your order may be shipped from different locations depending on availability and destination.
Q: What shipping carriers do you use?
A: We use a variety of shipping carriers, including DHL, FedEx, UPS, USPS, and local postal services depending on the destination and shipping method selected.
Q: How long does it take to receive my order?
A: Shipping times vary depending on the shipping method selected, the destination, and customs clearance processes. Generally, you can expect to receive your order within 5-10 business days for standard shipping and 1-3 business days for expedited shipping.
Q: Can I track my order?
A: Yes, we provide tracking information for all orders so that you can monitor the progress of your shipment. You will receive an email with tracking details once your order has been shipped.
Q: What happens if my package is lost or damaged during shipping?
A: If your package is lost or damaged during shipping, please contact us immediately so that we can investigate and resolve the issue. We may offer a refund or replacement depending on the circumstances.
Q: What happens if I am not available to receive my package?
A: If you are not available to receive your package, the carrier will usually leave a delivery notice with instructions for rescheduling or picking up your package. Please follow the instructions provided to avoid delays or return shipments.
Q: Can I request a specific courier for my shipment?
A: The choice of courier is generally determined by our shipping department based on factors such as the destination, package size, and shipping method selected. However, if you have a specific request, you can contact our customer service team, and we will do our best to accommodate it.
Q: What should I do if my package is stuck in customs?
A: Customs clearance processes can sometimes cause delays. If your package appears to be stuck in customs for an extended period, we recommend contacting the carrier or your local customs office for more information and assistance.
Q: Will I be responsible for import charges?
A: Yes, you incur taxes or fees imposed by your local customs authority. please note that customs policies and charges can vary significantly from one country to another.
【Return and Exchange Policy】
We strive to ensure your utmost satisfaction with every purchase from us. We carefully inspect each product before shipping to minimize errors and dissatisfaction. While we have had minimal issues in the past, we recommend that you check the quantity in the presence of the courier upon receiving the parcel. If you have any queries or concerns during your inspection or try-on, please contact us, as we are dedicated to serving you.
*Eligibility for Returns and Exchanges:
From the date of your order delivery, we accept returns within 15 days.
We accept returns or exchanges for products that are unused, undamaged, and in their original condition.
Products must be returned in their original packaging, including all accessories and tags.
*Return Process:
To initiate a return or exchange, please contact our customer service within 3 days of receiving the package. Provide your order number, name, address, and detailed reasons for the return or exchange.
Our customer service team will review your request and provide further instructions. The mailing address will be provided via email after submitting the return request.
Please ship the product(s) back to us within 7 days of receiving approval for the return or exchange.
We recommend using a trackable shipping method to ensure the safe return of the product(s).
*Refund Process:
Once we receive the returned package, we will inspect the product(s) to ensure they meet the return criteria.
If approved, we will process the refund within 3 days. The refund will be issued using the original payment method used during the purchase.
*Exchange Process:
If you wish to exchange the product for a different size, color, or style, please specify your preferences when contacting our customer service.
The availability of the requested exchange product will be confirmed, and you will be provided with instructions on how to proceed with the exchange.
If the requested exchange product is not available, we will offer alternatives or provide a refund.
*Return Shipping Costs:
If the return or exchange is due to our error (e.g., wrong item sent), we will cover the return shipping costs.
For any other reasons, including a change of mind, the buyer is responsible for the return shipping fees. No return handling fees required.
*Refused and Undeliverable Packages:
If a package is refused or deemed undeliverable due to an incorrect or incomplete address provided by the buyer, the buyer will be responsible for any return shipping fees incurred.
In such cases, a refund will be issued minus the original shipping fees and any additional charges incurred due to the refusal or undeliverability.
We value your satisfaction and are here to assist you throughout the return and exchange process. Please don't hesitate to contact us with any questions or concerns.
Note: It's always a good idea to have a legal professional review your Return and Exchange Policy to ensure compliance with local laws and regulations.
Thank you for choosing Protea Hair! Clik here to Continue your hair shopping journey❤️