Shipping

Last updated: October 14, 2026

This Shipping Policy is part of our Professional Terms of Sale. In it, “Prolonged Hair,” “we” and “us” mean Prolong Premium Hair Extensions Inc, a Florida corporation.

Processing and fulfillment

  • We ship every order within two business days of receiving it. Business days are Monday through Friday, except U.S. federal holidays.
  • Orders placed before the cutoff for their shipping service (listed below) usually ship the same business day.
  • Processing time is separate from carrier delivery time.
  • We email tracking details when your order ships.
  • If a launch, promotion or restock would delay an order beyond two business days, “Delays and your right to cancel” below applies.
  • Every order is subject to acceptance, and a contract forms when we ship it. We may refuse, cancel or limit any order that appears fraudulent, duplicated or inconsistent with professional purchasing patterns, or that breaches our Professional Terms of Sale. If we cancel after you pay, we refund you in full within seven working days.

U.S. shipping options

Delivery times are carrier estimates and start when your order ships.

  • Overnight Express: 1 business day (order by 12:00 p.m. Mountain Time)
  • 2-Day Express: 1–2 business days (order by 12:00 p.m. Mountain Time)
  • 3-Day Priority: 2–3 business days (order by 9:00 a.m. Mountain Time)
  • Standard Ground: 5–7 business days (order by 9:00 a.m. Mountain Time)

Express services are not available to P.O. boxes, APO/FPO addresses or some rural routes. Delivery times are not guaranteed.

Delays and your right to cancel

If we cannot ship your order within two business days, we will email you before that time passes with a new ship date and the choice to accept the delay or cancel. If you accept a delay, you may still cancel at any time before the order ships. If you cancel, we refund you within seven working days.

International shipping, duties and taxes

  • International orders ship by DHL Express or a comparable tracked priority service.
  • You pay all duties, VAT, import taxes and brokerage fees. They are not collected at checkout.
  • Charges vary by country. Contact your local customs office for details before ordering.
  • If you refuse or do not pay duties, customs may return or destroy the package. Prolonged Hair is not responsible for that outcome or its costs.

Address accuracy and order changes

  • Confirm your shipping address carefully at checkout.
  • To correct it, email hairtosupport@prolongedhair.com within one hour of ordering. After that, your order may already be locked for shipment.
  • Once an order ships, address changes are made directly with the carrier.
  • Prolonged Hair is not responsible for orders delivered to an address entered incorrectly at checkout.

Delivery, title and risk of loss

  • Title and risk of loss pass to you when the carrier marks your order “Delivered.”
  • Prolonged Hair is not responsible for packages that are lost, stolen, misdelivered, opened or tampered with after the carrier marks them delivered.
  • We are not responsible for carrier delays caused by weather, holidays, customs, strikes or operational issues.
  • For added protection, ship to a secure, attended location and request “Signature Required” where the carrier offers it.

Lost packages

If a package is lost before the carrier marks it delivered, tell us within 30 days of the expected delivery date. We will replace it or refund you once the carrier confirms the loss.

Damaged in transit

  • If your package arrives visibly damaged, photograph the box and its contents right away.
  • Email hairtosupport@prolongedhair.com within 48 hours of delivery with the photos and a description. We will help with the carrier claim and the resolution.
  • After 48 hours, the delivery is accepted as to visible damage and quantity.

Refused, undeliverable and returned packages

  • If a package comes back to us because of an incorrect address you gave, a refusal, a failure to collect it or unpaid duties or taxes, we refund the order minus the original and return shipping costs and a restocking fee of up to 20%.
  • A package that a carrier or customs treats as abandoned for one of those reasons is not refunded.

Shipping fees and insurance

  • Shipping and handling fees are non-refundable unless Prolonged Hair made a shipping error.
  • Optional third-party shipping protection, if offered, may cover loss after delivery. Its terms are set by that provider.

Split shipments and backorders

  • An order may ship in more than one package, each with its own tracking number.
  • If an item is backordered, we email you its expected ship date. You may cancel that item at any time before it ships, and we refund you within seven working days of cancellation.

Events beyond our control

Prolonged Hair is not responsible for a delay or failure in shipment caused by events beyond its reasonable control, including natural disasters, carrier disruptions, strikes, customs delays and government actions. This does not limit your right to cancel a delayed order under “Delays and your right to cancel” above.

Claim deadline

Any other claim about shipping or delivery must reach us in writing within 30 days of the delivery date. If it does not, you are barred from any remedy for that claim.

Contact

hairtosupport@prolongedhair.com · +1 646-541-5788