Shipping policy
1. ORDER PROCESSING & ESTIMATED TIMELINES
All orders are processed Monday through Friday, excluding weekends and official U.S. federal holidays. Shipping timeline estimates are provided at checkout for your review prior to completing your purchase.
• Standard Processing Window: Order processing takes an estimated 10 to 12 business days. This timeframe allows us to craft, prepare, and inspect our high-grade textures to meet our quality standards. Please note that processing times are estimates and may vary slightly during high-volume promotional periods or sales.
• Custom Crafting Window: To achieve the perfect seamless blend for our Nairobi Coily, Kenya Coily, and Caicos Curly textures, please allow an ADDITIONAL 5 crafting business days on top of the standard processing estimate.
• Order Tracking: You will receive automated email updates with tracking details as your order progresses through our fulfillment system.
2. CANCELLATIONS & ORDER MODIFICATIONS
We begin placing orders into production daily to maintain accurate delivery schedules.
• Same-Day Modification Window: You have until 8:00 PM Central Time (CT) on the business day your order was placed to request address changes, product modifications, or a full cancellation for a full refund.
• Post-Processing Cancellations: At 8:00 PM CT every business day, orders enter our official procurement and fulfillment cycle and are final. Orders canceled after processing has begun but prior to shipment are eligible for Store Credit only, minus a $25 restocking fee.
• Shipped Orders: Once a shipping tracking label has been generated, orders cannot be canceled or modified under any circumstances.
3. SHIPPING METHOD & TRANSIT TIMES
Once processing and quality inspections are complete, orders ship via USPS.
• Estimated Transit Window: 2 to 5 business days within the domestic United States.
• Transit Disclaimer: All transit windows are estimated carrier timelines provided by USPS and are NOT GUARANTEED. The Follicle Brand is not responsible for postal carrier delays, route detours, or severe weather disruptions.
4. "RETURNED TO SENDER" & INCORRECT ADDRESSES
Customers are solely responsible for entering the correct and complete shipping address at checkout.
• If a package is marked as "Return to Sender" due to an invalid or incomplete address, the customer is responsible for all secondary reshipment fees.
• If a returned parcel is received at our facility and we do not receive a response or reshipment payment from the customer within 3 business days, a Store Credit will automatically be issued minus the original shipping fees and a $25 restocking fee.
5. COURIER LIABILITY & MISSING PACKAGES
Once a package is handed over to the courier (USPS), delivery liability rests directly with the carrier. The Follicle Brand is strictly not liable for missing, lost, or stolen packages marked as "Delivered" by USPS.
• If your tracking indicates "Delivered" but you cannot locate your package, please contact your local USPS branch immediately with your tracking number to lodge a missing parcel claim.
• Shipping fees are non-refundable under all circumstances.
6. SALON APPOINTMENTS & PERSONAL TIMELINES
We strongly advise all clients to purchase their hair extensions well in advance—ideally 2-3 weeks prior to any scheduled hair appointments, travel, or special events. All listed processing and shipping windows are ESTIMATES ONLY. The Follicle Brand is strictly not responsible for stylist cancellation fees, lost salon deposits, or missed installation appointments due to timing or carrier transit delays.
