Shipping policy
At True Hair Factory, we ship from Orlando, Florida and take pride in getting your hair to you quickly and safely. Please read this policy so you know exactly what to expect from the moment you place your order to the moment it arrives at your door.
01 | ORDER PROCESSING TIME
All orders are processed within 1–3 business days after payment is confirmed. Business days are Monday through Friday, excluding US federal holidays.
✦ Orders placed before 12:00 PM EST on a business day are typically processed the same day
✦ Orders placed after 12:00 PM EST, on weekends, or on holidays are processed the next business day
✦ You will receive a shipping confirmation email with your tracking number once your order has shipped
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⏱ Processing time is separate from shipping transit time. For example: if you choose 2-Day Shipping, your total delivery window is 1–3 days processing + 2 days transit = 3–5 days from order date. |
02 | DOMESTIC SHIPPING — UNITED STATES
We ship to all 50 US states including Alaska and Hawaii. The following rates and transit times apply after your order has been processed:
|
Shipping Method |
Transit Time |
Cost |
|
Standard Shipping |
5–7 business days |
Free on orders $150+ / $8.99 under $150 |
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Priority Shipping |
2–3 business days |
$14.99 |
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Express Shipping |
1–2 business days |
$24.99 |
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🚚 Free standard shipping on all US orders over $150. A 3-bundle deal easily qualifies — another reason bundle deals are the best value. |
Transit times are estimates provided by the carrier and are not guaranteed. True Hair Factory is not responsible for carrier delays due to weather, high volume periods, or other circumstances outside our control.
03 | INTERNATIONAL SHIPPING
We ship worldwide. International orders are shipped via USPS First Class International or USPS Priority Mail International depending on destination and package weight.
|
Region |
Estimated Transit Time |
Cost |
|
Canada |
7–14 business days |
$18.99 |
|
United Kingdom |
7–14 business days |
$22.99 |
|
Europe |
10–18 business days |
$24.99 |
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Caribbean |
7–14 business days |
$19.99 |
|
Africa |
14–21 business days |
$27.99 |
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Australia & NZ |
10–18 business days |
$24.99 |
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All Other Countries |
14–21 business days |
$27.99 |
Customs, Duties & Taxes
International customers are responsible for any customs fees, import duties, or taxes charged by their country upon delivery. These charges are determined by your local customs authority and are completely outside our control.
True Hair Factory is not responsible for delays caused by customs processing. If your package is held by customs, please contact your local customs office directly.
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🌍 We mark all international packages at full value as required by law. We are unable to mark packages as 'gifts' or under-declare the value — this is illegal and puts both parties at risk. |
04 | ORDER TRACKING
Every order ships with tracking. Here is how it works:
✦ Once your order ships, you will receive a confirmation email with your tracking number
✦ Click the tracking link in the email to follow your package in real time
✦ Tracking updates may take 24–48 hours to appear after your shipping confirmation email
✦ International tracking may show limited updates once the package leaves the US — this is normal
If you did not receive a tracking email, check your spam or junk folder first. If it is not there, contact us with your order number and we will locate it for you.
05 | INCORRECT ADDRESS
Please double-check your shipping address at checkout. True Hair Factory is not responsible for packages delivered to an incorrect address provided by the customer.
✦ If you notice an address error immediately after placing your order, contact us right away — we will do our best to correct it before the order ships
✦ Once an order has shipped, we cannot change the delivery address
✦ If a package is returned to us due to an incorrect address, the customer is responsible for the cost of re-shipping
06 | LOST OR STOLEN PACKAGES
If your tracking shows Delivered but you have not received your package:
✦ Check around your property, with neighbors, and at your building's mailroom or front desk
✦ Wait 24 hours — carriers sometimes mark packages delivered slightly early
✦ Contact your local post office or carrier with your tracking number
✦ If still unresolved after 48 hours, contact us and we will open an investigation with the carrier
True Hair Factory is not responsible for packages that are confirmed delivered by the carrier. We strongly recommend adding Route Package Protection at checkout for coverage against loss, theft, and damage in transit.
07 | PACKAGING
Every True Hair Factory order ships in our signature branded satin bag, placed inside a secure shipping mailer. Your bundles will arrive protected and beautifully presented — ready to gift or install.
✦ Bundle deals ship with all 3 bundles together in one order
✦ We do not reuse or recycle packaging from other shipments
✦ If your outer packaging arrives visibly damaged, photograph it before opening and contact us immediately
08 | CONTACT US
Have a question about your order or shipment? We are here to help.
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info@truehairfactory.com |
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Instagram DM |
@truehairfactory |
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Response Time |
Within 24–48 hours, Monday–Friday |
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Order Info Needed |
Order number + full name |