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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.

  • 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.

  • My tracking information shows that the courier attempted to deliver my order. What do I do?
    1. Look in your mailbox and front door handle to see if a delivery notice was left by the courier. The delivery notice will indicate what time the delivery attempt was made, and if your package is being held for pickup, or if the courier may re-attempt another delivery.
    2. If no delivery notice card was left, please wait 1-2 business days to see if the package turns up. For further information, please reach out to the courier directly, or reach out to us at info@luxyhair.com for help.

    Courier Phone Numbers

    Courier Phone
    USPS 1-800-275-8777
    FedEx 1-800-463-3339
    DHL Express Varies by country
  • 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

    • USPS
    • FedEx

    Canada & all International Countries

    • 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 cleared through your local customs office once it reaches the destination country. 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, and you have not pre-paid customs at checkout, please check your email and voicemail to see if you received a message from DHL, as they will sometimes contact you regarding outstanding payments that need to be paid in order to receive your order.

    • 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 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.

      -----------------------------------------------------------------------

      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 1 business day to process your order, regardless of the shipping option selected at checkout. If your order is placed by 4pm EST, it will ship the same day. If your order is placed after 4pm EST, your order will ship the next day.

      We ship Monday through Friday, excluding weekends and holidays. We cannot guarantee Saturday delivery, even if your shipping is upgraded to express. Shipping times will depend on your location. For more information, please click here.

    • 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.

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

      Canada

      Your order will be shipped DDP (Delivered Duty Paid) from our warehouse in Salt Lake City, Utah (United States) with DHL Express shipping (1-5 business days for delivery). This means that you will not be required to pay any additional duties upon delivery.

      At checkout, you will see taxes added to your order. This prepaid ahead of time will guarantee absolutely no additional charges when you receive your package.

      United Kingdom, Germany, Australia, France, UAE, Switzerland, Europe

      Your order will be shipped DDP (Delivered Duty Paid) from our warehouse in Salt Lake City, Utah (United States) with DHL Express shipping (1-5 business days for delivery). The cost of the price is inclusive of all duties and taxes, which guarantees there will be no additional fees required at the time of delivery.

      Other International

      At checkout, you will have the option to prepay your duties and taxes. If you choose to not prepay, your order will be shipped DDU (Delivered Duty Unpaid) from our warehouse in Salt Lake City, Utah (United States). 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 Luxy Hair.

      If you do prepay your duties and taxes at checkout (which is recommended by Luxy Hair to ensure a smooth delivery), your order will be shipped DDP (Delivered Duty Paid) which guarantees no additional charges at the time of delivery.

      You may also be interested in:

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

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

      Carrier

      Number

      USPS

      1-800-275-8777

      FedEx Express

      1-800-463-3339

      DHL Express

      Varies by country

    • 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 US orders include FREE standard shipping (1-3 business days), excluding sample swatch orders.

      All orders to Canada over $250 USD ship via FREE DHL Express shipping (1-5 business days for delivery). Orders under $250 USD are $10 USD for shipping.

      All International orders (orders outside the U.S. and Canada) are shipped via DHL Express (1-5 business days for delivery) for a flat-rate $25 USD fee.

    • Where is your warehouse located?

      Your Luxy Hair clip-in extensions are shipped from our warehouse located in Salt Lake City, UT (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.

    Help Topics

    Questions answered by specific topic.

    Contact Us

    Contact Us

    If you still have any questions, please email us at info@luxyhair.com

    We respond to every email within 24 hours! We will be happy to help you.

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