Shipping

Processing & Fulfillment

• Orders are processed Monday–Friday, excluding U.S. federal holidays.

• Orders placed before 12:00 PM MST are processed the same business day; orders placed after that time ship the next business day.

• Processing time is separate from carrier delivery time.

• Tracking details are emailed automatically once your order ships.

• During launches, promotions, or restocks, processing may take longer.

• All orders are subject to acceptance by Prolonged Hair LLC. We reserve the right to cancel or limit any order that appears fraudulent, duplicated, or inconsistent with normal consumer purchasing patterns.

U.S. Shipping Options

(Delivery times below are carrier estimates after processing.)

• Overnight Express: 1 business day (order by 12:00 PM MST)

• 2-Day Express: 1–2 business days (order by 12:00 PM MST)

• 3-Day Priority: 2–3 business days (order by 9:00 AM MST)

• Standard Ground: 5–7 business days (order by 9:00 AM MST)

Expedited services are not available to PO Boxes, APO/FPO addresses, or certain rural routes. Delivery dates are not guaranteed by Prolonged Hair.

International Shipping, Duties & Taxes

• International orders ship via DHL Express or a comparable tracked priority service.

• Customers are responsible for all duties, VAT, import taxes, and brokerage fees; these are not included at checkout.

• Charges vary by country. Contact your local customs office for details before ordering.

• Refusal or non-payment of duties may result in the package being returned or destroyed by customs. Prolonged Hair is not responsible for these outcomes or any associated costs.

Address Accuracy & Order Changes

• Confirm your shipping address carefully at checkout.

• If you need to correct it, email support@prolongedhair.com within one hour of purchase. After one hour, the order may be locked for shipment.

• Once shipped, all address changes must be handled directly with the carrier.

• Prolonged Hair is not liable for orders delivered to addresses entered incorrectly at checkout.

Delivery, Loss, and Damage

• Risk of loss transfers to the customer when the carrier marks the shipment “Delivered.”

• Prolonged Hair is not responsible for lost, stolen, misdelivered, opened, or tampered packages after carrier delivery.

• We are not liable for carrier delays caused by weather, holidays, customs, strikes, or operational issues.

• For added protection, consider shipping to a secure, attended location and/or requesting “Signature Required” service where available.

Non-Delivery, Refused, or Returned Packages

• Packages returned due to incorrect address, unclaimed delivery, refusal, or unpaid duties/taxes will incur deduction of all outbound and return shipping costs, and a restocking fee of up to 20%.

• Packages deemed abandoned by carriers or customs are non-refundable.

Shipping Fees & Insurance

• Shipping and handling fees are non-refundable unless Prolonged Hair made an explicit shipping error.

• Optional third-party shipping protection (if offered) may cover post-delivery loss; terms are governed by that provider.

Split Shipments & Backorders

• Orders may ship in multiple parcels for speed. Separate tracking numbers will be provided.

• If an item is on backorder, we’ll notify you with the estimated ship date or offer options to modify or cancel that portion.

Damaged-in-Transit Claims

• If your package arrives visibly damaged, photograph the box and contents immediately.

• Email hairtosupport@prolongedhair.com within 48 hours of carrier delivery with photos and a description. We’ll assist with a carrier claim and resolution.

Force Majeure

• Prolonged Hair shall not be liable for any delay or failure in shipment caused by events beyond its reasonable control, including natural disasters, carrier disruptions, strikes, customs delays, or governmental actions.

Claim Period Limitation

• Any claim relating to shipping or delivery must be submitted in writing within 30 days of carrier delivery confirmation. Failure to notify Prolonged Hair within that period waives any related claim.

Contact

For assistance: hairtosupport@prolongedhair.com

Legal & Jurisdiction

Registered Agent: CT Corporation System, 1209 Orange Street, Wilmington, DE 19801.

Principal Office: 1221 Brickell Avenue, Suite 900, Miami, FL 33131.

This Shipping Policy is governed by the laws of the State of Delaware.