SHIPPING
We ship quickly and we don't make excuses.
You will never hear "it's not our responsibility after we ship it".
From the time you place your order to the time you receive your hair, we manage the shipping process to help keep you on time.
Once your order is on the way, you will receive a tracking 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 also we track every order and watch for delays. If there's a problem, we contact the shipping company and work with them to get your order back on track. We will always do what we can to help make sure you get your wefts on time!
Orders placed before 4:30pm EST on regular weekdays will always ship the same day.
Orders placed before 10:00am EST on a Saturday will ship the same day.
We get great rates because we ship a lot of packages and we do not mark our shipping up so you should find it to be very competitive.
NEW! Read about our enhanced GPS tracking for larger orders!
FedEx & UPS Shipping
We don't do ground. Ground shipping is not guaranteed, tracking updates are slower, packages are not scanned as frequently, and it's just not as safe.
Making sure you get orders fast is a priority to us. The reliability of FedEx 2 business day air is the starting option for your orders.
If you need your order next day, you'll also have options with FedEx & UPS to be delivered on the next business day by the end of the day, next afternoon, or, if you want to watch the sun rise while your wefts are being delivered, we have the option in many areas to get it there before 8:30am.
Business days are Monday through Friday. FedEx & UPS do not include the day the package was shipped and they do not consider Saturday or Sunday as a "business day." For example, if you order 2 business day service on a Thursday, you would receive your order on the following Monday.
If you need special shipping options, including Saturday delivery or early morning, please contact us before you place your order and we'll do whatever we can to get it there for you.
Hawaii & Alaska? FedEx 2 business day air is a great option for both Alaska & Hawaii at a low cost of $9.50.
International Shipping
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.
Returns
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 start a return, enter your order number and zip code at our returns page. This will generate a return label for you to print so you may need to use a desktop or laptop computer with a printer attached. If you can not print a label or need other assistance, we're here to help!
Shipping
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. We are able to provide a return label for $9.
If you are shipping using your own label, you should consider using a trackable shipping service and purchasing shipping insurance. When you use your own shipping method, we can not be responsible for lost or damaged shipments.
Refunds
Once your return is received and checked, 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
Clearance items cannot be refunded or returned.
Exchanges
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.