Shipping & Processing Policy

By placing an order on our website, you acknowledge and agree to the following terms.

Processing Time

• All orders require 7–10 business days for processing before shipping.
• For processing purposes, business days are Monday through Thursday only and do not include Fridays, weekends, or holidays.
• Orders placed on Friday, Saturday, or Sunday will begin processing on the next available business day.
• Processing time is separate from shipping/transit time.
• An order that has not yet shipped is not considered lost or missing solely because it remains within the stated processing timeframe.
• Customers with questions or concerns about an order that is still processing should contact tooluxehairsupport@gmail.com so our team can review the order status and assist.

Shipping Time

• Shipping time is estimated to take 3–5 business days after processing is completed, unless another shipping service is selected.
• Tracking information will be provided once the order has been processed and shipped.
• Shipping and delivery dates are estimates and are not guaranteed.
• Processing time and carrier transit time are separate.
• Carrier delays caused by weather, peak seasons, service interruptions, customs, operational delays, or other circumstances outside TooLuxeHair LLC's control may affect the estimated delivery date.

Returned Packages & Reshipment

If a package is returned to TooLuxeHair LLC by the shipping carrier because it could not be successfully delivered or picked up, the customer may request to have the order reshipped after the package has been physically received by TooLuxeHair LLC.

A $15 reshipment fee must be paid before the returned package can be shipped again. This fee includes signature confirmation, and a signature will be required upon delivery of the reshipped package.

The reshipment fee may apply when a package is returned due to circumstances including:

• An incorrect or incomplete shipping address provided by the customer
• Multiple unsuccessful delivery attempts
• The recipient being unavailable to accept delivery
• Failure to collect the package from a carrier or designated pickup location
• Refused delivery
• Other customer-related circumstances that result in the package being returned

Customers are responsible for providing a complete and accurate shipping address at checkout and monitoring tracking information, delivery attempts, carrier notifications, and pickup notices.

Returned packages will not be reshipped until:

1. The package has been physically returned to and received by TooLuxeHair LLC; and
2. The applicable $15 reshipment fee has been paid.

New tracking information will be provided once the reshipment has been processed.

A returned-to-sender package is not automatically eligible for a refund solely because it was returned to TooLuxeHair LLC.

Package Protection at Checkout

TooLuxeHair LLC may offer optional package protection through a third-party provider at checkout.

If package protection is purchased and a shipment is lost, stolen, or damaged, the customer may submit an eligible claim with the applicable protection provider.

Coverage, eligibility, exclusions, claim deadlines, required documentation, and available resolutions are subject to the protection provider's terms and final claim determination.

An approved claim may result in a refund, replacement, reimbursement, or other resolution as determined under the applicable provider's terms.

For orders protected by Route, claims may be submitted here:

File a Route Claim

Optional Secondary Shipping Insurance

Customers who did not purchase package protection at checkout may, when available, request optional secondary shipping insurance for an existing order before the shipping label is purchased.

• The cost of secondary shipping insurance is based on the shipment and/or insured value.
• The applicable insurance cost must be paid before coverage can be added.
• Payment for shipping insurance does not by itself activate coverage.
• Coverage becomes effective only after payment has been received and TooLuxeHair LLC has successfully purchased the applicable insurance coverage for the shipment.
• Secondary shipping insurance cannot be added after the shipping label has been purchased or after the package has shipped.
• Coverage, eligibility, exclusions, claim requirements, reimbursements, and claim decisions are governed by the applicable third-party insurance provider's terms.

Customers interested in adding secondary shipping insurance to an eligible existing order should contact tooluxehairsupport@gmail.com as soon as possible and before the order ships.

Orders Without Package Protection or Shipping Insurance

Customers who decline package protection at checkout and do not purchase any available secondary shipping insurance before shipment will not have the additional third-party protection described above.

Once an order has been transferred to the shipping carrier, delivery issues may require a carrier investigation before TooLuxeHair LLC can determine what assistance or resolution may be available.

Customers are responsible for monitoring their tracking information, carrier notifications, delivery attempts, and pickup notices.

Lost, Missing, Stolen or Damaged Packages

If tracking indicates that a package may be lost, missing, stolen, or damaged, please contact tooluxehairsupport@gmail.com as soon as possible.

Depending on the circumstances, TooLuxeHair LLC may initiate or assist with a:

• Carrier investigation
• Package protection claim
• Shipping insurance claim

Customers may be required to allow the carrier or insurance provider reasonable time to investigate the shipment and issue a determination before a refund, replacement, reimbursement, store credit, or other resolution can be determined.

Submitting a claim does not guarantee approval or a particular resolution.

An approved carrier or insurance claim does not necessarily mean that payment has already been issued or received or that a refund or replacement has automatically been processed.

TooLuxeHair LLC will communicate the applicable next steps once the claim process and any required documentation have been completed.

 

International Orders, Customs Duties & Import Taxes

International orders may be subject to customs duties, import taxes, VAT, and carrier clearance or handling fees imposed by the destination country or shipping carrier. These charges are separate from product and shipping costs and are the customer's responsibility unless expressly included at checkout. TooLuxeHair LLC does not collect or control these charges.

 

Shipping & Delivery Responsibility

Customers are responsible for:

• Providing complete and accurate shipping and contact information at checkout
• Reviewing the shipping address before submitting an order
• Monitoring tracking information and carrier notifications
• Making reasonable arrangements to receive the package
• Following carrier instructions regarding delivery attempts, redelivery, or pickup

Once an order has been transferred to the shipping carrier, carrier delays and delivery issues are subject to the carrier's operations and procedures.

Where applicable, TooLuxeHair LLC may assist with a carrier investigation or applicable insurance/protection claim.

Delivery Attempts & Carrier Pickup

Customers are responsible for monitoring tracking updates after their order has shipped.

If the carrier attempts delivery and the recipient is unavailable, the customer is responsible for following the carrier's instructions regarding redelivery or pickup.

If a package is held at a carrier location or Access Point, the customer is responsible for collecting the package within the carrier's required timeframe.

Packages returned to TooLuxeHair LLC because they were not collected or because delivery attempts were unsuccessful may be subject to the $15 reshipment fee with signature confirmation.

Payment Disputes & Chargebacks

By completing a purchase, customers acknowledge that TooLuxeHair LLC's processing and shipping timeframes are disclosed before fulfillment.

Customers with concerns regarding processing, shipping, delivery, or an order are encouraged to contact TooLuxeHair LLC directly first so we have an opportunity to review the issue and assist.

An order that remains within the disclosed 7–10 business day processing timeframe is not considered lost or undelivered solely because it has not yet shipped.

Filing a payment dispute or chargeback:

• Does not automatically cancel an order
• Does not automatically establish eligibility for a refund
• Does not override the processing, shipping, returned-package, or reshipment terms applicable to the order
• Does not replace an applicable carrier investigation, package protection claim, or shipping insurance claim process

If a payment dispute or chargeback is filed, TooLuxeHair LLC may provide the payment processor, card network, issuing financial institution, or other relevant party with applicable records related to the transaction, including order information, accepted policies, processing records, tracking and delivery information, carrier documentation, and relevant customer communications.

Nothing in this policy is intended to limit any rights or remedies available to a customer under applicable law or applicable card-network or financial-institution rules.

Policy Acknowledgment

By placing an order with TooLuxeHair LLC, you acknowledge that you have reviewed and agreed to the applicable processing, shipping, package protection, secondary shipping insurance, delivery, returned-package, and reshipment terms associated with your purchase.

For cancellation, refund, and store-credit terms, please review the TooLuxeHair LLC Refund & Cancellation Policy.