We ship quickly and we don't make excuses!
You will never hear "due to Covid" or "it's not our responsibility once we ship it".
From the time you place your order to the time you receive your hair, we actively manage the shipping process to help keep you on time. Orders are packed quickly and each order is reviewed to make sure that the shipping speed you select is the shipping speed you will get. Often times, this means we have to upgrade shipping for you to get your order there on time. You will see that when you get your initial tracking email.
Once your order has left, we track it and watch for delays. If there is a delay, we contact the shipping company and work with them to get your package back on track. We'll always do what we can to help make sure you get your hair on time!
Orders placed before 1pm EST on regular weekdays will be shipped the same day. Orders placed before 10am EST on a Saturday will ship the same day. Please note that, on Saturdays, UPS only picks up Overnight and 2-Day Air packages. UPS 3-Day and Ground are not picked up on Saturdays.
When you checkout, you will have a choice of shipping methods based on your area.
Once your order ships, you will receive a tracking number via email. You can click on the tracking number and see a scheduled delivery date. You'll also have the option to enter your phone number and get text alerts for your shipment.
We get great rates because we ship a lot of packages and we do not mark our shipping costs up so you should find our shipping to be very competitive.
UPS is our preferred shipper for all areas in the US.
UPS provides a variety of shipping options including: Ground, 3-Day, 2-Day Air, and Next-Day Air.
UPS does not include the day the package was shipped and they do not consider Saturday or Sunday as a "day." For example, if you order 2-Day Service on a Friday, you would generally receive your order on the following Tuesday.
If you need special shipping options, including UPS Saturday delivery, please contact us before you place your order and we'll do whatever we can to get it there for you at the best price possible.
USPS (US Postal Service) SHIPPING
US Mail is offered when you check out but we do not recommend it in most cases due to reliability issues.
USPS Priority Mail. With delivery 6-days a week and a very reasonable price, USPS Priority Mail service is good if your order is not quite as time-sensitive or if you live close to Florida. Depending on your distance to Florida, Priority mail generally takes between 2 and 3 days for delivery. Priority Mail delivery dates are not guaranteed and may take longer than 3 days on occasion. Our experience is that around 6% of all Priority packages can be delayed an extra day or 2. Delays increase dramatically during the holiday season.
In Hawaii? Aloha! Priority Mail is usually a good option for Hawaii shipments at a low cost. 8 out of 10 shipments sent to Hawaii using Priority Mail will arrive in 3 business days but it can take up to 5 business days and it's only around $10. We do not recommend USPS during the holiday season.
Here's a chart showing estimated Priority Mail delivery times for your area:
USPS Express Mail. With delivery 6-days per week, USPS Express Mail can be a good option for expedited delivery. Express mail takes between 1 and 2 days for most addresses in the US. Although we've found this service to be more prone to delays than UPS, this is a guaranteed service. If the order is not delivered on time, USPS refunds your delivery fee.
Based on your location, we ship to Canada via FedEx. Taxes, duties, and VAT are the responsibility of the recipient. Shipping options for your area will show up as you checkout. We complete all necessary customs forms for you using electronic customs pre-clearance so our packages usually fly through customs! Please note that packages occasionally get delayed in customs beyond the control of FedEx or Frame & Thread.
With FedEx, you will typically be contacted the day before your delivery so you can pay any taxes, duties, or VAT that are due. FedEx will hold the shipment until this step is done.
We want you to be happy and we know you will love our hair! We're hair stylists too and we'll always try to take care of you the way we would like to be treated.
If you want to be charged restocking fees and you like being told "no", there are plenty of other hand-tied suppliers who will do that for you. Lol. Seriously.
You'll have 30 days from your date of purchase to make a return.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Custom orders may not be returned.
To request a return, send a request for Return Authorization by using the Conversations feature on your account page. Provide details of your purchase including order number, date of purchase, along with a list of specific items you would like to return, and the reason for return.
Along with your Return Authorization, we will provide a return address.
Include with your return, your Return Authorization number.
Please note, original shipping fees are non-refundable and return shipping is generally not covered by Frame & Thread.
If you are shipping an item over $50, you should consider using a trackable shipping service and purchasing shipping insurance.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Once approved, your refund will be processed (usually the same day) and a credit will be applied to your original method of payment.
Late or missing refunds
It usually takes 1-4 business days for banks and credit card companies to post your refund to your account. If you haven’t received a refund after this time, first check with your credit card company or bank. If you’ve done this and you still have not received your refund, please contact us by using the Conversations feature on your account page.
Clearance items cannot be refunded or returned.
Defective or items damaged in shipping may be exchanged for the same item within 30 days of purchase. Please contact us by using the Conversations feature on your account page to obtain an authorization.