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Customer Support Hours:
Monday thru Friday
8:30am to 3:00pm PST
9:00am to 12:00pm PST
Chat or Email firstname.lastname@example.org
Domestic Shipping to the United States
Same day shipping on orders placed by 3pm EST Monday-Friday. **This excludes Saturday and Sunday, custom hair orders and orders placed during major holiday sales and promotions.
All USA orders include $7.99 standard domestic shipping based on weight less than 4oz. Free Shipping on all U.S orders over $299.99 not including tax, and excluding pre-orders /custom orders. All International orders will be required to cover their own shipping costs - prices will vary depending on the country. Please see checkout for more information.
*Business Days are Monday - Friday
|Domestic Shipping||Expected Delivery Times|
|Free Ground Shipping||Approx. 3-14 Business Days|
|Priority Shipping||Approx. 2-3 Business Days|
|Standard Delivery||Approx. 3-7 Business Days|
|Expedited Delivery||Approx. 1-5 Business Days|
|UPS 2nd Day Delivery||In 2 Business Days by 4:30PM to most areas U.S. addresses (by 7PM to residences)|
|Priority Express Shipping||By 8 PM Next Business Day To Most U.S. Addresses. Guaranteed 1-2 day|
|UPS Next Business Day A.M. Overnight Delivery||By 10:30AM Next Business Day to Most U.S. Addresses (By Noon, 4:30PM or 5PM in Remote Areas; By Noon or 1:30PM on Saturdays)|
All UPS Ground packages are guaranteed to be delivered within 1-5 business days. The delivery date is set at the time of pick up according to the distance the package is traveling.
PLEASE NOTE: Due to extremely high volumes and increased safety measures for COVID-19, our carriers need more time to deliver.
Your order is shipped from our warehouses located in Los Angeles, Las Vegas, & Atlanta (USA). While we cannot guarantee or be held responsible for products lost or damaged in transit due to the performance of our carriers, we will assist our customers in any deficiency in third-party shipping services. We encourage customers to opt-in for package insurance at checkout via Route.
We currently ship to the United States, Canada Austria, United Kingdom, Australia, Cocos (Keeling) Islands, Israel, Thailand, Belgium, Croatia, France, Greece, Greenland, Italy, Norway, Portugal, Sweden, Switzerland, Angola, Cape Verde, Liberia, South Africa, Anguilla, Antigua & Barbuda, Aruba, Bahamas, Barbados, Belize, Costa Rica, Haiti, Honduras, Jamaica, Panama, Trinidad & Tobago, Turks & Caicos Islands, U.S. Outlying Islands, Argentina, Bolivia, Caribbean Netherlands, Colombia, Peru, New Zealand, Mexico, Ireland, & Georgia.
|International Shipping||Expected Delivery Times|
|USPS PRIORITY International Shipping:||6-10 business days *(Excludes 1-2 Business days for processing)|
|USPS EXPRESS International Shipping:||3-5 business days *(Excludes 1-2 Business days for processing)|
|UPS Worldwide Expedited® International:||2-5 business days by the end of the day *(Excludes 1-2 Business days for processing)|
|UPS® Ground International:||1-5 business days *(Excludes 1-2 Business days for processing)|
|UPS® Standard International:||1-3 business days *(Excludes 1-2 Business days for processing)|
On very rare occasions international shipping to some countries can take 4-6 weeks. Even more for slow-to-ship countries see below. We are not responsible for any delays caused by destination country's customs clearance processes. Shipping to certain countries may require additional shipping fee's due to the geographical location.
Slow-to-Ship Countries (3-8 weeks)
Middle East (Especially UAE and Saudi Arabia)
ORDER PROCESSING TIME
Your order will process immediately if placed before 3pm EST Mon-Fri once order is submitted. You will not be able to cancel once order is processed. Order placed after 3pm will take 1-2 business day to process your order, regardless of the shipping option selected at checkout. If your order is placed by 3pm EST, it will ship the same day. If your order is placed after 3pm EST, your order will ship the next business day. All customized orders will be shipped at a later date.
We ship Monday through Friday, excluding weekends and holidays. We cannot guarantee Saturday delivery, even if your shipping is upgraded to express. You will receive a confirmation e-mail with the tracking link once your order ships which can take up to 48 hours to update. If you do not see your shipping confirmation email in your inbox after 1 business day, please double check your junk/spam or promotions folder. Express shipping options and any other third-party fees are non-refundable. We cannot be held accountable for any delays caused by the carrier.
Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided.
Your package may or may not require a signature. Most packages are delivered to the mailbox or front door of the address provided, however, it is up to the delivery courier to decide if the package is safe being left in the open. If they deem it unsafe, they will hold the package at a local post office or re-schedule another delivery. Our best recommendation is to input a shipping address where you know you or someone else will be available to accept the package (a work address or a friend's address).
Wig Orders are considered custom order which makes wigs a final sale item. If we are on backorder - Processing times for wigs can take up to 25 business days. During major holidays, processing times for wigs can take up to 35 business days. Orders are not processed on weekends and/or major holidays.
What's a Pre-order item?
When you order (an item of merchandise) before it is available, with the understanding that it will be shipped at a later time.
When will pre-order items be shipped?
Most pre-order items ship within 20-30days. In most cases you can expect your order to be delivered by the time given at checkout. Above the cart you can locate the number of days before delivery. Or you will be given a certain date for expectancy before checking out.
USA STATE SALES TAXES
Please note that SL Raw Virgin Hair charges state sales taxes on orders in the following states:
Wisconsin, Washington, Virginia, Utah, Texas, Pennsylvania, North Carolina, Nevada, Nebraska, Michigan, Maryland, Louisiana, Kentucky, Kansas, Indiana, Illinois, Georgia, Colorado, California, Arkansas, and New York.
These collected taxes are mandated by the local state governments and SL Raw Virgin Hair in no way benefits from this and directly pays this amount collected to the state.
INTERNATIONAL TAXES AND DUTIES
Your order will be shipped DDU (Delivered Duty Unpaid) from our warehouse in Los Angeles (United States). This means that these fees are not included in the price of your purchase on our website. Therefore, you may incur duties, fees and import taxes upon delivery. This charge is determined by your local customs authority and must be paid to your local carrier or government in order to receive your order. These fees are not collected by SL Raw Virgin Hair.
WRONG ADDRESS DISCLAIMER
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at email@example.com as soon as you place your order. We will do our best to make the change, however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
If it's too late for our team to cancel your order, you can return your order to us once you've received it. For more information on how to return your order return and exchanges. The only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund via store credit through E-gift card.
Extra Shipping Charges: If you upgraded your shipping and the package was returned to us due to an incorrect address and if you would like a refund, you will not be reimbursed for the upgraded shipping fees.
DELIVERED BUT NOT DELIVERED
All of our shipments include tracking with delivery confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact your local couriers for next steps on how to locate your package. Also, please contact couriers at numbers in order to investigate this issue.
We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. We also encourage customers to opt-in for package insurance at checkout
via Route. If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.
We do ship to military addresses. All mail is shipped via USPS to a military base who is then responsible for delivering the package to your final destination. For military orders, delivery times can be upwards of 15-20 business days.