Shipping & Handling
STANDARD SHIPPING: Please allow up to 4-6 business days to receive your order after your payment is cleared. It will take 2 business days (not including weekends) to process your order. After 48 business hours processing it will take 2-4 business to receive your package, you will receive your tracking number on or before the 3rd business day, all orders placed after 5:00pm EST are considered placed the next business day.
In most cases we will ship your items before that. It is advisable not to wait until the last minute to place your order. If you have a deadline that you need your product for, it is always wise to order far enough in advance to allow for unanticipated delays that may be out of our control.
All orders will ship within approximately 2-3 business days once payment clears, depending on the shipping method you select. For orders placed prior 5pm (EST) will be processed that day, If placed after 5pm (EST) an additional day will be required for processing. We will give you a delivery estimate when you place your order based on the information we receive from our system. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust USPS to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us.
If the product you ordered is not available, We will contact you immediately by phone, email, or both to see if you are interested in a product substitution. If a substitution is not a viable option for you and you wish to cancel your order completely, we will issue your payment as a refund immediately.
UNDELIVERABLE PACKAGES, INCORRECT ADDRESSES, AND REFUSED DELIVERIES
Your order will normally be shipped via USPS to the address you provide. Tracking numbers are sent to your email address as soon as soon as a shipping label is created. If you do not receive a tracking number, please let us know. Use your USPS tracking or FedEx tracking number to track your package in transit. Incomplete or incorrect address information is the major cause of shipment delays. Please check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package.
Due to problems with missing shipments and fraud attempts, we ship all packages with SIGNATURE CONFIRMATION. Meaning, someone must be there to sign for the package. USPS will usually make several attempts to deliver your package. They may also leave a notice of their attempts to deliver at the delivery address and give you a telephone number to call for pick-up or to arrange an alternate delivery. It is the customer's responsibility to arrange for package pick-up,if necessary. No refunds will be issued for refused or abandoned shipments.
If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please contact us by email immediately. We will contact USPS right away and initiate a trace for your package and have them start an investigation. This investigation can take up to 8-10 business days but we cannot control how long it may take. If it is determined that your shipment has been lost and the product comes returned to us as undeliverable, we will contact you and re-ship the item at our expense depending on the situation.
INCORRECT ORDERS / PRODUCTS
In rare occurrences a mistake or delay can happen from our end, we will make every effort to correct it. If we shipped the wrong item or something is missing, we will re-ship it at our expense using the same method of shipping as your original order. You must notify us of any incorrect or missing items within 7 days after receipt of your shipment. Please be assured that our orders are processed with video surveillance to ensure that no packing errors occur.
KENEDICOUTUREHAIR LLC reserves the right to change or modify our policy at any time without giving prior notification.
PAYMENTS & ORDERING
Our preferred method of payment is PayPal. PayPal is one of the best, safest and secure ways to make an online payment. We accept the following payment type for your protection and ours: Paypal, Visa, MasterCard and American Express. We do not have access to share your credit card information with anyone. Your information is secured via Paypal.
Once you reach the checkout page and select the PayPal option, and click the "CONFIRM ORDER BUTTON", you will be redirected to PayPal where you will be able to complete the checkout process. Simply follow one of the options to pay with your credit card, or use Bill Me Later.
RETURN & EXCHANGE POLICY
We find that we have very low return rates and we are proud of the high quality hair extensions that we offer. We thoroughly inspect all hair before shipment in order to ensure consistency and quality. Due to health regulations, hygiene concerns and the nature of the product we currently are not accepting returns. Only regular priced items may be exchanged unfortunately sale items cannot be exchanged or refunded. Additional non-returnable items are gift cards. There are a few exceptions to this policy please read below to see if you meet the criteria.
Before using your new hair extensions, please inspect the product thoroughly to ensure you have received the correct length, color and texture desired. We encourage you to thoroughly inspect and examine the hair without cutting the zip ties or opening the bundles. The only exception to this is receiving the incorrect order. **Please note the photos of our hair are in their raw state and not altered, or they are stock photos. Therefore once the hair is washed it will differ from the photos online and you will have the desired texture you purchase. If you have any questions about textures, please feel free to contact us prior to purchase for assistance.
Please note that all items that are shipped are done under video surveillance due to fraud attempts. This is for protection of the company and the client to ensure you are receiving the correct products.
Return & Exchanges: (if applicable)
Exchanges (if applicable) We only replace items if they are defective. Exchanges will be replaced with the same item originally ordered; no substitutions will be granted. Once your product is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. If you are approved, then your new order will be processed within 72 hours.
Our Exchange policy must meet the following criteria below:
Requests must be made within 72 hours (3) days of receipt of your order.Please note: Federal law states you cannot return human hair products that have been used. We adhere to strict policies in regards to federal law, health regulations, and hygiene concerns. If the item is removed from the bundle and used in any visible manner, or If the product has been opened or tampered with in any way all exchange policies are voided.The hair must remain in the bundle and not be untied at the top.The hair must be in its original packaging and tagged.Returned packages must include a copy of the original invoice as proof of purchase. Merchandise must be physically received before a exchange can be granted. Please allow 72 hours for processing.
If you need to exchange you will receive the same item placed in the original order. Merchandise sent to us without an RMA (Return Merchandise Authorization) cannot be tracked and may be lost and will not be honored. We assume no responsibility for lost items, unauthorized returns, or items sent to the incorrect address. If you would like to exchange your product, you must request an RMA within three (3) days of receipt of merchandise. Please email us to receive your RMA number and return instructions.
The product must be sent back at your expense. We recommend you use a shipping provider with a signature confirmation service, and/or insurance to protect your package. We will not be responsible for lost or non trackable packages. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Our shipping hours are Mon.- Fri. from 9:00 am EST to 5:00 pm EST. Orders are not processed on weekends or holidays. All orders ship out within 2-3 business days. However, during sales/promotions/ holidays, shipping time may take a little longer.
Kenedi Couture Hair is not responsible for late shipments due to holidays, natural disasters, weather delays or any carrier delays.
Please be advised that any incorrect billing and/or shipping information opted by the customer will cause delays. KCH is not responsible for lost or stolen packages. We do not issue refunds or credits regarding these matters.
Warehouse 2021 Holiday Schedule: (Closed) No items will be shipped on these days, nor does this count as a business day.
Sept. 2 (Labor Day)
Oct. 9 (Yom Kipper Day)
Nov. 11 (Veterans Day)
Nov. 26 (Thanksgiving)
Dec. 24 (Christmas Eve)
Dec. 25 (Christmas Day)
If you provided tracking an email address at the time of purchase, a tracking number will be emailed to you once your order has been shipped.
All tracking info. will be sent out the evening of the day the item has been mailed out.
Orders may require signature:
A signature may be required for all of our orders to be delivered. We are not responsible for late shipments due to holidays, natural disasters, weather or carrier delays. Any incorrect billing and or shipping information inputted by the customer will cause delays as well. If you need additional information, please email Kenedicouturehair@yahoo.com.
We Do Not Ship to P.O. Boxes
If your order is submitted with a PO Box in the Shipping section, your order will go through but will be canceled & refunded minus a $10 restocking fee. All orders require signature, therefore we can not ship to PO BOXES.
Shipping Costs :
2-3 BUSINESS DAYS $9.99
Order before 1 pm EST. item ships out same day. (does not include Saturday or Sunday or Holidays)
Next Day Shipping $55.00
Order before 1 pm EST. item ships out same day. (No Saturday or Sunday Delivery)
INTERNATIONAL MAIL $50.00
Estimated arrival time can take more than 15 BUSINESS DAYS (does not include Saturday or Sunday or Holidays).
As much as we LOVE our overseas KCH Dolls, we are not responsible for any Customs Fees or Import Tax that your country may bill to you. We advise checking with your local shipping carrier to get more information regarding this matter.