SHIPPING AND RETURNS
SHIPPING POLICY
At OG Hair Luxe, we prioritize your satisfaction and strive to ship all orders the same day they are processed when placed before 1 PM ET, Monday through Friday. Orders placed after 1 PM, on weekends, or on US holidays will be shipped the next business day. All OG Hair Luxe orders are shipped from our facility in Tampa, FL, USA.
SHIPPING NOTICEPlease note that shipping times may be affected by external factors beyond our control. We currently offer shipping within the US and Canada. Shipping delays that occur within the carrier’s network are not the responsibility of OG Hair Luxe. Once your order has been shipped, please allow 3-5 business days for Ground Shipping and 1-2 business days for Express Shipping. Should you have any questions regarding your order after these timeframes, please don’t hesitate to reach out to us at support@OGHairLuxe.com.
tracking your oderOnce your payment has cleared, you will receive an email confirming your order has been processed. A second email will be sent once your order has shipped, including your tracking number and a link to track your package. Please ensure that you enter your address correctly at checkout, as OG Hair Luxe cannot be held responsible for packages delivered to incorrect addresses provided by the buyer. Address changes may not be accommodated due to our strict shipping schedule, so double-check your details before finalizing your purchase.
RETURN AND EXCHANGE POLICY
We want you to be completely satisfied with your purchase from OG Hair Luxe. Therefore, we offer a store credit and exchange service for eligible items. As our hair extensions are hygienic products, strict requirements apply to items eligible for return or exchange.
ORDER REFUNDSOG Hair Luxe does not offer refunds on any products. However, we are happy to provide store credit within 7 days of receipt if your order is in its original sale condition and meets our return requirements. To be eligible, hair extensions must remain in their original condition: tied, unwashed, uninstalled, not chemically processed, not dyed, and free from any tampering. Items that do not meet these criteria are not eligible for store credit. Please examine each product carefully in its original condition upon receipt to ensure your satisfaction.
sale itemsAll promotional sale items, including BOGO, 50% OFF, and Buy One Receive Free Gift offers, are FINAL SALE and are not eligible for exchange.
MISSING, DEFECTIVE, OR DAMAGED ITEMSAt OG Hair Luxe, we meticulously pack each order to ensure all items are included and securely packaged. In the rare event that your item arrives defective or damaged, please contact us within 5 days of receipt to initiate an exchange. If an item is missing from your order, please inform us within 2 days of receipt. For all approved claims of missing items, the full order must be returned in its original sale condition. Upon inspection, a refund or store credit will be issued.
ORDERS NOT RECEIVEDOG Hair Luxe is not responsible for orders shipped to the address provided by the purchaser and marked as delivered by the postal service. All orders are shipped with $50 insurance (USPS) or $100 insurance (UPS). If you do not receive your delivered item, please inform us and file a claim with the shipping carrier. If the claim is resolved in our favor, the insured amount can be refunded or applied as a credit toward your next purchase. For added protection, consider purchasing additional insurance or signature confirmation.
ORDER EXCHANGES AND STORE CREDITSWe are pleased to accept exchange requests within 7 days of receipt, provided that the product remains in its original sale condition. Products that have been untied, washed, installed, chemically processed, dyed, or tampered with are not eligible for exchange. Issues related to color variation are not valid reasons for exchange. OG Hair Luxe reserves the right to determine the eligibility of returned products and may reject previously approved exchange requests upon receipt. Store credits issued in place of exchanges are valid for 60 days. After this period, the store credit will be void.
APPROVAL PROCESS & ORDER EXCHANGE SHIPPINGYou must contact OG Hair Luxe before returning any items for exchange. Unauthorized returns will be sent back to the sender. If your package is returned to us due to an incorrect address or refusal, you will be responsible for additional shipping fees. If you choose not to have the package resent, the order amount, minus shipping costs, will be issued as store credit.
EXCHANGED ITEM DELIVERYProcessing time for exchanges is currently 3-5 business days. After your exchange request is approved and the item is sent back, we will follow up with you via email. You are responsible for all shipping charges associated with the exchange if the correct item was initially received.
EXCHANGES OF LESSER/GREATER VALUEIf exchanging for a product of lesser value, the price difference will be issued as store credit, minus shipping costs. For exchanges of greater value, an invoice for the price difference, including shipping, will be sent to you.