Shipping and Delivery

  • Backorders

    Due to high demand, some of our popular shades may sell out quickly and be temporarily on backorder. If a set is listed as out of stock, you will see a ‘pre-order’ button. This means we have no more units left in our warehouse but have a new shipment on the way.

    The date listed beside the notice indicates when your order will ship from our warehouse. Ordering an item that is on backorder allows you to be the first-in-line for the new inventory and have it shipped out to you as soon as we get it back in stock, without worrying about it selling out again the next time you check the website.

    Kindly note, if you place an order where one item is out of stock, your whole order will remain on hold until the back ordered item is restocked and processed at our warehouse. If you would like a part of your order to be shipped first, we recommend placing two separate orders.

    Also, please keep in mind that you are charged as soon as you place your order. If, however, you check out using Klarna’s Pay Over Time option, you are charged your first payment as soon as your order has been shipped. If you opted for Buy Now, Pay Later, you’ll receive an email with instructions to pay. You'll have up to 30 days to pay the full price of your purchase. You’re welcome to pay earlier than 30 days if you wish.

  • Tracking Your Order

    Text/Messenger Updates

    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 or Messenger (Facebook) updates. We highly recommend doing so in order to remain up to date on where your package is and when you can expect delivery.

    Confirmation Email

    You will receive a confirmation email once your order has been processed to the email address provided at the time of checkout, which can take up to 48 hours.

    Please be sure to double-check that our email didn't end up in your junk/spam or promotions folder. If you still aren't able to find it, please email us at info@luxyhair.com and we will be more than happy to help you.

    Tracking Email

    You will receive a second email once your order has been shipped, which will include your tracking number and a link to follow the journey of your package.

    If you haven't received this email, please check your junk/spam or promotions folder to ensure it was not filtered there. If you aren't able to find it, please email us at info@luxyhair.com.

    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 cases, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.

    Out for Delivery/Delivered Email

    Once your order is out for delivery, we will send you a reminder email to look out for your package. Finally, once your order has been delivered, you will receive a delivery confirmation email.

  • Shipping Estimates

    We ship Monday through Friday, excluding weekends and holidays from our New York warehouse. When placing your order, consider these factors when calculating your estimated delivery date.

    • Order Processing: The amount of time it will take for us to prepare your order for shipping. It takes an additional 1-2 business days for your order to ship from our warehouse regardless of the shipping method selected. For example, if you order on Monday, your order should ship out on Tuesday or Wednesday. If you order on Friday, your order should ship out on Monday or Tuesday.

    • Transit Time: The amount of time it takes your order to deliver to your shipping address. The first day of your delivery estimate starts on the next business day after your order has shipped. For example, if an order ships on Wednesday with DHL Express, it will be delivered by the end of the day next Wednesday.

    Transit Time Explanations

    USA - Standard Shipping (48 contiguous states)

    • Delivery within 7 business days after an order has shipped.

    USA - Standard Shipping (Territories of the US, Hawaii & Alaska)

    • Delivery within 15 business days after an order has shipped.

    USA - Standard Shipping (Military Mail)

    • Delivery within 20 business days after an order has shipped.

    USA - 2-Day

    • Delivery by the end of the second day after an order has shipped.
    • For example, if an order ships out on Monday, it will be delivered by the end of the day on Wednesday.
    • For example, if an order ships out on Friday, it will be delivered by the end of the day on Tuesday.

    USA - Overnight

    • Delivery by the end of the next business day after an order has shipped.
    • For example, if an order ships out on Monday, it will be delivered by the end of the day Tuesday.
    • For example, if an order ships out on Friday, it will be delivered by the end of the day on Monday.

    Canada - Standard Shipping

    • Delivery within 10 business days after an order has shipped.
    • For example, if an order that ships out on a Monday, it will be delivered by Monday after the next (end of the day).

    UK/France/New Zealand/Australia/Japan Standard Shipping

    • Delivery within 15 business days after an order has shipped

    DHL Express

    • Delivery within 5 business days after an order has shipped.
    • For example, if an order ships on Wednesday, it will be delivered by the end of the day next Wednesday.

    If you need your order by a certain date and you are still unsure if you will receive it in time, please email us at info@luxyhair.com and it will be our pleasure to help you!

  • My tracking information says that my order was delivered to agent. What do I do?

    This means that the courier was unable to deliver your package directly to the shipping address provided at check-out, but was able to hand off the package to another agent (unrelated to the courier) for the final delivery. For example, this could happen if you are sending the package to a university. The courier will deliver to the central mailroom of the university, and the university-internal mail staff will distribute the mail to the appropriate buildings/departments. Please contact your mailroom coordinator or concierge for next steps.

  • My tracking information shows that the courier attempted to deliver my order. What do I do?
    Your package may or may not require a signature upon delivery. Most packages are delivered to the mailbox or front door of the address provided to us at check-out, however, it is up to the courier to decide if the package is safe being left in the open. If they deem it unsafe, they will hold on to the order. In most cases, the courier will leave a delivery notice at your address to let you know if and when they will reattempt delivery. If you are unable to locate a delivery notice at your address, we encourage you to reach out to the courier directly with your full name and shipping address for more information.

    Courier Phone Numbers

    Courier Phone Get Human Instructions
    USPS 1-800-275-8777 Press 0, then 0, then press 5, then 5, then 2
    UPS 1-800-742-5877 Press 0 at each prompt, ignoring messages
    DHL Express Varies by country Click here for customer support
  • How do I track my UPS package?

    United States

    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.

    International

    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.

  • Can I get tracking updates via text?

    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.

  • Where do I find my tracking information?

    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 info@luxyhair.com.

  • Shipping terms and what they mean

    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.

  • Shipping carrier contact information

    Please see the contact information below for the carriers we use to ship all packages.

    Carrier Number Instructions

    USPS

    1-800-275-8777

    Press 0 , then 0, then press 5, then 5, then 2

    UPS

    1-800-742-5877

    Press 0 at each prompt, ignoring messages

    DHL Express

    Varies by country

    Click here for customer support

  • My package delivered to the wrong address.

    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.

  • Can I request for my package to be delivered to by a certain time?

    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.

  • Why was my package returned to sender?

    There are many reasons why a package may be returned to sender.

    • There have been too many failed delivery attempts
    • The address may be incomplete, unverified, or incorrect
    • The address format may be difficult to recognize
    • The package may have been damaged in transit
    • The package may have been refused by the recipient
    • There may have been an outstanding fee for the package

    If your package is being returned to sender, please email us at info@luxyhair.com and we’ll be happy to help you further.

  • Who ships my package?

    We ship packages with the following carriers:

    United States

    • UPS

    International

    • UPS
    • DHL
  • Do I have to sign for my package?

    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.

  • My tracking information shows “clearance event”. What does that mean?

    If your tracking information 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.

  • What does it mean when the package is being processed at customs?

    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 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.

  • Why is my tracking number not valid?

    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 info@luxyhair.com for help.

  • My package hasn’t arrived but it’s still within the delivery day.

    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!

  • My package hasn't arrived and it's past the delivery date.

    If your package hasn’t arrived and it’s past the delivery date, please follow the steps below.

    United States

    Take a look at your tracking information.

    1. If it’s still in transit with recent updates - be patient, sometimes carriers can get backed up. The expected delivery date should update with a new time.
    2. If it’s still in transit with no new updates - contact the carrier for more information.
    3. If it shows the package has been delivered - follow this article for next steps.
    4. If it says a delivery attempt was made - follow this article for next steps.

    International

    Take a look at your tracking information.

    1. If it’s still in transit with recent updates - be patient, sometimes carriers can get backed up. The expected delivery date should update with a new time.
    2. If it’s still in transit with no new updates - contact the carrier for more information.
    3. If it’s stuck in one spot but still updating - contact the carrier or your local customs office. Your package may be held because of outstanding fees.
    4. If it shows the package has been delivered - follow this article for next steps.
    5. If it says a delivery attempt was made - follow this article for next steps.
  • My tracking hasn't updated from label created.

    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 info@luxyhair.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 info@luxyhair.com and we’ll be happy to help you further.

  • The tracking says there was a delivery attempt made but I haven't received my package.

    If there was a delivery attempt made for your package but you haven’t received it yet, please follow the steps below:

    1. Look in your mailbox and front door handle to see if a delivery notice was left. The delivery notice will indicate what time the delivery attempt was made, and where your package is being held for a pickup.
      1. If there is no delivery notice card, this may indicate that the carrier will re-attempt another delivery the next day.
    2. If no card was left, you may visit your local post office to inquire if they’re holding your package. They can identify your package by the tracking number provided.
    3. If there was no notice left and your local post offices do not find your package, please contact the carrier for more information.
  • What does it mean when my package says it was handed over to the local carrier?

    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.

    United States

    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.

    International

    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.

  • What do I do if my tracking stopped updating?

    It’s not unusual for tracking to stop updating. This can mean one of many things:

    • The package is delayed in transit
    • The package is stuck at a checkpoint (example: customs)
    • The carrier isn’t scanning the package at each checkpoint (but it’s still in transit)

    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 info@luxyhair.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 info@luxyhair.com.

  • My tracking information shows my package was delivered, but I haven't received it. What do I do?

    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. In some rare cases, your order may be delivered to a local post office for pick-up, especially if you weren't home at the time of delivery and there was no secure location for your package to have been left. Please review the options below as it may help with locating your package.

    1. Double check your shipping address.

    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:

    1. Login to your Luxy Hair account.

    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 info@luxyhair.com with your order number and we'll be happy to ship you out another set to your intended address.

    2. Check with your household members and your neighbours.

    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.

    3. Check your mailbox and any safe drop areas around the parameters of your home.

    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.

    4. For businesses - check with the security guard, mailroom, and front desk.

    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.

    5. For apartment buildings - check with security or front desk/concierge.

    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.

    6. Contact your three local post offices.

    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.

    7. Wait 24-48 hours for your package to deliver.

    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.

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    If you have done all of the above and still do not have your package, please email us at info@luxyhair.com 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.

  • How long does shipping take?

    It will take an additional 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. Shipping times will depend on your location. For more information, please click below.

  • I have a military address, can I place an order with you?

    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.

  • I put the wrong shipping address at check-out, can I change it?

    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 info@luxyhair.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.

  • Do I have to pay taxes, customs, or duties on my order?

    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.

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  • I need to get in contact with the courier - what is their phone number?

    Courier Phone Get Human Instructions
    USPS 1-800-275-8777 Press 0 , then 0, then press 5, then 5, then 2
    UPS 1-800-742-5877 Press 0 at each prompt, ignoring messages
    DHL Express Varies by country Click here for customer support

  • Can I track my order?

    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.

  • How much does shipping cost?

    All orders over $100 USD include FREE standard shipping worldwide. We also offer free standard shipping for every order of Luxy Hair Clip-In Bangs.

    Kindly note, the following countries are required to cover their own shipping costs: Slovenia, Switzerland, Poland, Estonia, Romania, Bosnia, Azerbaijan, Latvia, Bulgaria, and Reunion. Applicable rates apply.

  • Where is your warehouse located?

    Your Luxy Hair clip-in extensions are shipped from our warehouse located in New York (USA).

  • How long will it take to process my order?

    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.

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