UPS will track your package from beginning to end. Depending on the shipping method used, however, UPS may hand over your package to USPS mid-transit for final mile delivery. If you see the package has been handed over to the local carrier, please copy and paste your tracking number to the USPS website. If the number is showing as invalid, check back at the bottom of your UPS link and look for a longer number.
UPS will ship your package to the destination country, then it will be handed over to your country’s local carrier. There will be no new tracking number for your local carrier, and they may not recognize the UPS number provided. This does not mean that your package is untraceable - UPS will continue to update it at important checkpoints, and will indicate when it’s been delivered.
Yes. Once your order has been completed, you’ll be directed to a confirmation page which will give you the option to opt-in for text updates. We highly recommend to do so in order to remain up to date on where your package is and when you can expect delivery.
Your tracking information will be in your shipping confirmation email that is sent 1-2 business days after your order has been placed. If you do not see it in your inbox, please check your spam and junk folder. If it’s not there, please email our team at firstname.lastname@example.org.
Below are some common shipping terms you may see on your tracking link.
Label Created - The shipping label has been created and is awaiting its first scan from the carrier.
In Transit - The package is in transit.
Delivery Attempt - A delivery attempt was made to the address provided.
Delivered - The package was delivered to the address provided.
Clearance Event - The package is being processed or held at customs.
Processing with International Carrier - The package is being processed at customs.
Address Invalid - The carrier cannot recognize the address provided.
Package Returned to Sender - The package has been returned back to us.
Arrival at Pick-Up Point - The package has been rerouted to a post office for pickup.
Please see the contact information below for the carriers we use to ship all packages.
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Varies by country
Click here for customer support
If your package delivered to the wrong address because the wrong address was provided to us, please contact the residents who reside at the address provided to try and have your package obtained. You may also contact the carrier to see if they can pick it up for you, but it’s unlikely they’ll be able to make this exception.
If your package delivered to the wrong address but the correct address was provided to us, please contact the carrier to have them reroute the package to you. They should be able to send someone to pick up the package from where it was delivered to.
No, we cannot request to carriers the time in which a package is delivered. Please input a shipping address that you know yourself or someone will be available to accept the package for you.
There are many reasons why a package may be returned to sender.
If your package is being returned to sender, please email us at email@example.com and we’ll be happy to help you further.
We ship packages with the following carriers:
Our packages are not shipped with a signature requirement. On rare occasions, however, the carrier may decide to have your package held at a post office for a redelivery or a pickup if they do not deem the package to be safe out in the open where it’s being delivered to.
If your tracking shows repeated “Clearance event” updates, this means your package is being processed at customs.
If your package has been stuck at customs for over a week, please check your email and voicemail to see if you received a message from the carrier, as they will sometimes contact you regarding outstanding payments that need to be paid in order for your package to continue moving.
If you haven’t received an email or voicemail, please contact the carrier for more information, as well as your local customs office.
All international packages will be processed at customs once it reaches the destination country. Customs mainly deals with importation and exportation, and will collect duties and taxes. Customs can often be the longest checkpoint for any package’s journey, so it’s not unusual to see it being processed for a few days or even a week.
If your tracking number shows as invalid and it’s been less than 2 business days since you received your shipping confirmation email, please continue to wait. Carriers can sometimes take 1-2 business days to update their online tracking information.
If your tracking number shows as invalid and it’s been more than 2 business days since you received your shipping confirmation email, please contact our team at firstname.lastname@example.org for help.
If your package hasn’t arrived but it’s still within the delivery window provided on our website, please be patient and wait the full delivery timeframe before contacting the carrier and our team. Carriers can sometimes experience delays, but your package is still on its way to you!
If your package hasn’t arrived and it’s past the delivery date, please follow the steps below.
Take a look at your tracking information.
If your tracking hasn’t updated from label created but your package is still within the delivery window provided, please continue to wait. In some cases, carriers may take a few business days to scan the package and begin to move it through transit, or they may forget to scan the package entirely, but it’s still in transit. If the delivery window provided has passed and your tracking information has still not updated from label created, please contact our team at email@example.com and we’ll be happy to help you further.
If your tracking hasn’t updated from label created and your package is past the delivery window provided, please contact our team at firstname.lastname@example.org and we’ll be happy to help you further.
If there was a delivery attempt made for your package but you haven’t received it yet, please follow the steps below:
In some cases, a shipping service may be used where the carrier delivering the package to you is not the initial carrier that was used to ship your package out. This is typically the case with international orders as the package gets handed over to the country’s local carrier for final mile delivery.
With UPS: If your tracking shows that the package was handed over to the local carrier, please copy and paste your tracking number into the United States Postal Service (USPS) website. If that tracking does not work, please scroll down to the bottom of the page on your UPS tracking link and see if there’s a longer number listed. Copy and paste that into the USPS website.
With UPS: If your tracking shows that the package was handed over to the local carrier, this means the package has been handed over from UPS to your country’s local carrier service. UPS Mail Innovations is a service that will continue to track your package even when it’s handed over to another carrier. No new tracking number, however, will be provided and your local carrier will not recognize the UPS number given. The package is still in transit and will still be delivered to you.
It’s not unusual for tracking to stop updating. This can mean one of many things:
We know you’re excited to receive your package, but we ask that you please be patient for your tracking to update and for your package to arrive.
If your tracking stopped working but the package is still within the delivery timeframe, please wait until the end of the delivery window provided on our website. If the end of the delivery window has come and passed and there are still no tracking updates and your package has not arrived, please first contact the carrier used to ship your package out. If they can provide no further information or help, please then contact our support team for further help at email@example.com.
If your tracking stopped working and it’s past the delivery timeframe, please first contact the carrier used to ship your package out. If they can provide no further information or help, please then contact our support team for further help at firstname.lastname@example.org.
We're very sorry to hear that you haven't received your Luxies yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at check-out. Please review the options below as it may help with locating your package.
We recommend to double check the shipping address you checked out with to ensure it was input as intended. Make sure that the home number and unit number (if applicable) are correct.
You can check the shipping address that was provided to us at check-out by following the steps below:
2. Click on the order that you have not received.
3. Review the shipping information to ensure the address provided is correct.
Kindly note, in the instance that an incorrect shipping address was provided to us, Luxy Hair cannot be held accountable for mis-delivered packages. Customers are responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.
Otherwise, keep an eye on the tracking information provided to see if it updates to show the package is being returned to sender. If this is the case, please email us at email@example.com with your order number and we'll be happy to ship you out another set to your intended address.
When a package is delivered, most carriers will simply deliver it to the address provided on the shipping label, and not necessarily to the recipient listed. Therefore, please check with your household members as there is a chance someone else may have accepted the package on your behalf.
We also recommend to check with your neighbours to see if anyone has accepted the package for you.
In most cases, the carrier will specify on your tracking link where the package was delivered to (a mailbox, the front door, etc). We still recommend, however, to check all possible areas as to where it could have been delivered to in order to rule out the other options. Please check your mailbox and any safe drop areas around the parameters of your home.
What does safe drop mean? Safe drop refers to any locations around your household premises where your package may be deemed better hidden from passersby by the individual delivering your package. Please check around your porch, near your garage, and backyard entrance to see if the package is there.
If your shipping address is to a business, there's a very good chance it was delivered to somewhere and/or someone else, especially if it is a large building with multiple different businesses. Please check with your mail room, front desk, and security guard to see if anyone has accepted the package for you.
In many instances for apartment buildings, the package will be delivered not to your front door, but to concierge or security. Please check with your building's front desk or management office to inquire if they have received your package.
There's a chance that your package may have been held at one of your local post offices instead, despite the tracking showing as being 'Delivered'. We recommend to contact three local post offices of the carrier used to ship your Luxies to inquire if they're holding your package. Be sure you're contacting the number of that exact post office, and not the general support line of the carrier.
On rare occasions, the carrier may mark the package as being delivered earlier than it actually is. Please wait 24-48 hours for your package to deliver or for the carrier to issue another update.
If you have done all of the above and still do not have your package, please email us at firstname.lastname@example.org with your order number and we'll be happy to help you further.
Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
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.
DHL Express, 1-5 Business Days
Territories of the United States: For those who reside in a territory of the United States that we ship to, please allow anywhere between 5-15 business days for your order to reach your destination.
For more details shipping and delivery information, please click here.
Yes! We 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. At check-out, please select United States as the country, and in the state drop-down menu, you will have the option to select one of the following: Armed Forces America, Armed Forces Europe, or Armed Forces Pacific. For more information on military mail with USPS, please click here.
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 click here.
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.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.
International customers (outside of the United States) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Luxy Hair, and thus cannot be refunded. We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend to contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.Please note that DHL pays on your behalf for any duties and taxes that are due on the goods, as soon they enter the country. This simple process ensures that the courier can deliver your package in shortest possible transit time. The goods are released to you only upon the full repayment of any duties and taxes that were paid on your behalf. On some occasions, you may receive an invoice from DHL after the delivery of goods, for the charges they have paid on your behalf at destination, plus a small administration fee. Please view additional information regarding this here.
Yes! You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package.
If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us.
Please allow 1 - 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.
All prices on the website include FREE standard shipping worldwide on orders over $100 USD.
Your Luxy Hair clip-in extensions are shipped from our warehouse located in New York (USA).
It will take 1-2 business days to process your order, regardless of the shipping option selected at checkout. We ship Monday through Friday, excluding weekends and holidays. We do not ship orders the same day.
Please allow up to 2 business days for orders to process (for example, if you order on Monday, your order should ship out on Tuesday or Wednesday). You will receive a confirmation e-mail with the tracking link once your order ships.
Questions answered by specific topic.
If you still have any questions, please email us at firstname.lastname@example.org
We respond to every email within 24 hours! We will be happy to help you.