shipping & returns
shipping policy
Our shipping hours are Monday through Friday, from 9:00 AM to 3:30 PM CST. For same-day shipping, orders must be submitted with all required supporting documents and approved by our payment processing company by 3:30 PM.
Orders placed over the weekend will be processed and shipped on Monday morning, unless Monday is a holiday. Delivery will occur within the timeframe selected during order placement.
Please Note: On Fridays before holidays, our shipping hours conclude at 2:30 PM, unless the holiday falls on that Friday.
return & exchange policy
Please carefully review this policy, as it contains critical information about your rights, obligations, and any applicable limitations and exclusions.
**Order Matching and Hair Characteristics**
We strive to match each order to your specified requirements. However, due to the nature of our 100% virgin human hair, sourced from individual donors, we cannot guarantee specific hair color or texture. Our natural hair is available in kinky straight, coily, wavy, or curly patterns, with colors typically ranging between natural shades of 1B and 2. Occasionally, lighter pieces may be available upon request, though this cannot be guaranteed.
**Return and Exchange Process**
1. **Prepaid Return Labels**: Customers may request a prepaid label to return hair products. We will attempt to meet your request based on available inventory. Should you remain dissatisfied with the color or texture of your purchase, subsequent exchanges will be at your expense.
2. **Refunds for Bundle Hair**: Products returned within 30 calendar days from the purchase date, unused and in their original condition, will be eligible for a refund to the original form of payment. Please note that once bundles have been installed, the Defective Product Policy is void due to the potential for incorrect installation.
**Quality Assurance**
EPHRATAH HAIR maintains rigorous quality assurance standards. Our hair is processed and professionally packaged in the United States. Each bundle undergoes a thorough inspection to ensure the highest quality. All orders are inspected prior to shipping.
**Return Policy**
- **Time Frame**: Returns are accepted within 30 calendar days of the original purchase date. Requests for returns beyond 30 days will not be honored.
- **Condition**: Products must be returned in their original, unused condition, with zip ties and tags intact. We will not accept any merchandise that has been used or altered in any manner (e.g., brushed, combed, picked, cut, removed from weft, or otherwise processed). Bundle packages cannot be separated into individual units for return.
**Return Procedure**
1. **Return Packaging**: Include all items for return and the original invoice in the return package.
2. **Inspection and Refund**: Upon receipt, the returned product will be thoroughly inspected. If the product is found to be unused and in its original condition, a refund will be issued to the original form of payment. Refunds typically appear in the customer's account within 3 to 5 business days, subject to the bank’s processing time.
**Important Notes**
- **Voided Exchanges**: Any processing of the hair, including but not limited to perming, coloring, lifting, rinsing, cutting, or removing from the weft, voids the Product Exchange Policy.
- **Hydro Drip Products**: All sales of Hydro Drip products are final. No returns or exchanges are permitted.
Your adherence to this return and exchange policy is appreciated.
Payment Policy
Terms of payment are always 100% upfront. We accept all major credit cards. As soon as you place an order online, your credit card will be charged. Please review your order, items, and shipping information carefully. Once submitted, your order and payment will be processed and cannot be changed for any reason without canceling your order. If your order is canceled, your bank will typically hold the authorized funds for between 3 to 5 business days. Unfortunately, this is out of our control, so please ensure your order information is accurate.
Credit card fraud and theft of our merchandise will be prosecuted to the fullest extent of the law. If your billing address is different from your shipping address, you will be required to fill out a credit card authorization form and send supporting documentation before your shipment is released. If this is necessary, a representative will contact you promptly after your order has been placed.
Shipping delays
For your convenience, it's always best not to wait until the last minute to place your order. If you have a deadline, hair appointment, or other engagement, it's wise to order well in advance to allow for any unanticipated delays.
When you place your order, we will provide a delivery estimate based on information from our shipping partner, USPS. Please note that we are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Remember, holidays do not count as business days and should be factored in when calculating shipping times.
We trust USPS to deliver your package on time, but if your package is delayed, we will not offer a reimbursement of shipping charges. If you need any additional information, please contact us.
Failed deliveries and incorrect shipping addresses
Incomplete or incorrect address information is a major cause of shipment delays. Please check the address details on your order to ensure you have included all necessary information (address, apartment number, etc.) for delivery. Your order will be shipped via USPS to the address you provide, so it's crucial to give us the most accurate and complete information possible.
If an address correction is needed after your shipment has been sent, a $10 fee will be assessed to cover the charge USPS imposes for the correction.
Please note that no refunds will be issued for refused or abandoned shipments. If a shipment is returned to us due to a bad address, you will be responsible for additional shipping charges. Again, no refunds will be issued for refused or abandoned shipments.
Incorrect or missing Item(S)
**Incorrect or Missing Items**
If you believe part of your order is missing or incorrect, please contact us immediately. We apologize for any inconvenience and will resolve the issue as quickly as possible.
**Lost Shipments**
If your tracking number indicates that your package was delivered but you have not received it, please check around your home and with neighbors who may have signed for and received your item(s). If you still cannot locate it, contact us immediately. We will reach out to USPS to initiate a trace and start an investigation. Depending on the outcome, we will either send you a replacement or issue a refund for your purchase.