发货与付款政策Shipping & Payment Policy
Global Shipping, Secure Payment – Providing Fast and Reliable International Logistics Services
🚚 Shipping Information
🎯 Shipping Policy Overview
MyTrueHair ships from professional wig warehousing centers in China, providing completely free international shipping services to global customers. We partner with top international courier companies such as FedEx, UPS, DHL, and TNT to ensure your wig products are delivered safely and quickly worldwide. All products are packaged with professional shock-proof and pressure-resistant materials to maximize protection during transportation.
⏱️ Processing Time Description
For in-stock items, we promise to complete processing and arrange shipping within 1-2 business days after receiving your payment confirmation. For pre-order items, processing time extends to 3-5 business days. For custom items, due to special manufacturing processes required, processing time is typically 7-15 business days, with specific timing depending on customization complexity.
Please note that weekends and statutory holidays are not included in processing time. Our processing time starts counting from payment confirmation, and all products undergo strict quality inspection procedures. Shipping is arranged on the same day after quality inspection is completed.
🌍 Global Shipping Timeline Details
North America Shipping
The United States is our main market, with delivery time of 3-5 business days, mainly shipped via FedEx, UPS, or DHL, with full tracking service provided for all packages. Canada delivery time is 4-5 business days, exclusively using DHL for shipping, also providing full tracking. Mexico delivery time is 5-7 business days, shipped via DHL.
Oceania Shipping
Australia is our main market in Oceania, with delivery time of 3-5 business days, providing fast and reliable service through DHL. New Zealand delivery time is 4-6 business days, also using DHL for shipping. All packages in Oceania provide full tracking service, ensuring customers can monitor package status at any time.
Europe Shipping
UK delivery time is 5-7 business days, Germany and France delivery time is 6-8 business days, other EU countries delivery time is 7-9 business days. Europe is mainly shipped via TNT and GLS, both companies have comprehensive network coverage and quality service in the European region.
Other Regions Shipping
South Africa delivery time is 7-10 business days, shipped via DHL. Japan and South Korea, as important Asian markets, both have delivery times of 3-5 business days, providing quality service through DHL. Southeast Asian countries have delivery times of 4-7 business days, also shipped via DHL.
Total delivery time calculation: Processing Time + Shipping Time = Final Delivery Time
🏮 Holiday Impact Reminder
Impact of Chinese Statutory Holidays on Shipping
Spring Festival usually occurs in late January or February, China’s most important traditional festival, lasting 7-10 days, which has the greatest impact on shipping throughout the year. Labor Day is May 1-3 annually, a 3-day holiday during which all logistics services will be suspended. National Day is October 1-7 annually, a 7-day holiday that will also affect normal logistics services. Mid-Autumn Festival is on the 15th day of the 8th lunar month, a 3-day holiday, with specific impact determined by the date each year.
During holidays, all processing and shipping times will be extended accordingly. Orders received after 4:00 PM on the last working day before the holiday will begin processing on the first working day after the holiday. If you have urgent needs, we recommend contacting our customer service team in advance for special arrangements.
📮 Shipping Address Requirements
Acceptable Shipping Addresses
We can ship to residential addresses, which is also our most recommended shipping method, as there is usually someone to sign for delivery, providing the highest security. Business addresses are also a good choice, especially office buildings with staff during working hours. School addresses are also acceptable, but please ensure someone can sign for delivery during the shipping period. If you are temporarily staying at a hotel, we can also ship there, but please provide accurate check-in dates and contact information.
Unacceptable Address Types
P.O. Boxes are addresses we cannot ship to, as international courier companies cannot deliver packages to P.O. Boxes due to industry standard limitations. Military base addresses (APO/FPO) cannot be shipped to due to security restrictions. Virtual addresses pose delivery risks, we do not recommend using them and do not assume risks arising from their use.
When filling in addresses, please provide complete and detailed actual addresses, including recipient name and phone number, ensuring address information is accurate. We strongly recommend providing alternative contact information so couriers can contact you promptly when needed.
💰 Customs and Tax Information
MyTrueHair’s Responsibility Scope
We need to clearly inform customers that MyTrueHair does not bear any destination country customs duties, consumption taxes, or value-added taxes. These taxes are entirely borne by customers, as this is standard practice in international trade. Specific tax amounts vary according to each country’s customs policies, and we cannot estimate accurate amounts in advance.
Customs Declaration Handling
To help customers minimize tax burden as much as possible, we declare goods as “synthetic wigs” or “hair product samples” during customs declaration, and appropriately reduce declared value within customs regulations. We use professional cosmetic packaging labels, which helps customs quickly identify and process packages.
Customs Policy Recommendations
We recommend customers proactively contact local customs to understand specific tax rate policies, prepare for potential taxes that may need to be paid, and cooperate with customs inspection requirements. This can avoid package delays at customs and ensure smooth delivery.
Important Reminder: Please do not refuse packages due to tax issues, as refusal will generate additional shipping and handling costs that will be borne by customers. If you have any questions about taxes, please contact our customer service team first for consultation and resolution.
📦 Delivery Receipt and Safety Guidelines
Delivery Requirements and Precautions
All packages must be signed for by someone, which is an important step to ensure safe package delivery. Before signing, please check the integrity of outer packaging, and if damage is found, please note it on the spot or refuse to sign. If you cannot sign personally, you can authorize other trustworthy people to sign on your behalf, but please inform the proxy signer of relevant precautions in advance.
Unattended Delivery Risk Warning
MyTrueHair does not bear responsibility for losses caused by the following situations: loss caused by customers authorizing packages to be placed at doorsteps, porches, or other unattended areas; package theft when no one signs for delivery; losses caused by delivery to incorrect addresses. We strongly recommend choosing attended delivery or using secure proxy delivery services.
Procedure for Undelivered Packages
If courier tracking shows delivered but you haven’t received the package, please contact us immediately within 7 days of the delivery notification. We will assist you in investigating and tracking with the courier company. Please note that courier companies will no longer accept investigation requests for packages over 7 days, so timely contact is very important.
📧 Logistics Tracking Service System
Multi-Channel Tracking Methods
We provide comprehensive logistics tracking services. Within 24 hours after shipping, we will send detailed tracking numbers and inquiry methods via email. For important logistics milestones, we also provide real-time SMS reminders. You can check package status anytime through MyTrueHair’s official website logistics inquiry function, or directly visit the corresponding courier company’s official website for tracking.
Detailed Logistics Status Descriptions
Order confirmation status appears within 2 hours after successful payment, indicating we have received your payment and started processing the order. Preparing goods status typically lasts 1-2 business days, during which our warehouse staff are preparing your items. Quality inspection completed status appears on shipping day, indicating goods have passed our strict quality inspection.
Shipped status indicates goods have been handed over to courier companies and international shipping process has begun. In transit status duration varies according to different destinations, during which you can check detailed shipping routes through courier company websites. Arrived in destination country status indicates packages have entered your country’s customs processing procedures.
Out for delivery status typically lasts 1-2 business days, indicating local couriers are making final delivery. Delivered status indicates packages have been successfully delivered and signed for by you or authorized person.
🔧 Package Issue Resolution Process
Inspection Points Upon Receipt
After receiving packages, please conduct immediate comprehensive inspection. First check if outer packaging is intact, take photos immediately if damage is found. Then check if product quantity matches the order and confirm if anything is missing. Next check if products were damaged during transportation, paying special attention to wig lace parts and overall shape. Finally confirm if product model, color, length and other specifications exactly match what you ordered.
Handling Methods for Different Issues
If shipping damage is found, you should refuse to sign or clearly note “outer packaging damaged” on the delivery receipt, then immediately contact the courier company and our customer service team, while taking photos to record damage as evidence.
If product errors are found, please retain all packaging materials without discarding them, take photos recording differences between actually received products and the order, and contact customer service within 24 hours for handling.
If missing products are found, please carefully check all inner packaging layers, confirm the product list on shipping documents, then contact customer service within 48 hours to verify the situation.
Responsibility Time Limits
For shipping-related issues, you need to report to us within 24 hours after receipt. For product-related issues, the reporting deadline is within 48 hours after receipt. We promise to actively handle all reasonable problem reports, but problem reports exceeding 15 business days will not be accepted, as excessive time may affect accurate judgment and resolution of issues.
💳 PayPal Secure Payment
Our Only Payment Method
MyTrueHair currently only supports PayPal payment, which is the safest and most convenient international payment method we have carefully selected. As the world’s leading online payment platform, PayPal provides excellent security protection and convenient experience for both buyers and sellers.
PayPal Account Payment
If you already have a PayPal account, the payment process is very simple and convenient. Select PayPal payment at checkout, the system will redirect to PayPal’s secure login page, enter your PayPal account and password to complete payment. PayPal supports over 100 currencies globally, you can choose to pay in your country or region’s currency, with currency conversion automatically handled by PayPal’s system at fair and transparent exchange rates.
PayPal Guest Payment (No Registration Required)
If you don’t have a PayPal account yet, don’t worry. PayPal provides guest payment functionality, allowing you to pay securely without registering an account. Select “Pay with Debit or Credit Card” option on the payment page, then directly enter your credit or debit card information to complete payment.
Through PayPal guest payment, we support the following card types: Visa (globally accepted, instant crediting), Mastercard (international standard, safe and reliable), American Express (premium service, fast processing), Discover (convenient payment in North America), and debit cards issued by most countries and regions.
Unique Advantages of PayPal Payment
Choosing PayPal payment, you will enjoy multiple advantages. First is buyer protection policy – if your order has problems, PayPal can provide additional protection and dispute resolution services. Second is instant confirmation – order status updates immediately after successful PayPal payment, allowing us to process your order at maximum speed.
PayPal also provides bank-level security encryption, giving your payment information the highest level of protection. Meanwhile, PayPal’s global network ensures stable and reliable payment processes, reducing payment failure possibilities. For international payments, PayPal’s exchange rates are transparent and fair, with no hidden fees.
Common Solutions for Payment Failures
If you encounter problems using PayPal payment, first check if your card supports international payments, as some banks disable international payment functions by default. Second, confirm your card has sufficient balance, including potential currency conversion. If using a debit card, please confirm if daily spending limits are sufficient.
If payment still cannot be completed, we recommend contacting your bank to confirm card status, or trying other cards. Our customer service team is also ready to provide payment assistance anytime.
Unaccepted Payment Methods
To ensure transaction security and processing efficiency, we do not accept the following payment methods: eChecks because they require 4-5 days bank processing time, significantly extending order processing; bank transfers due to inability to timely confirm receipt and exchange rate risks; cash or checks and other traditional payment methods unsuitable for international e-commerce; and any third-party payment or transfer services.
Payment Security Guarantee
We partner with PayPal to provide multi-layered security protection. All payment data is transmitted through SSL encryption, meeting international highest security standards. PayPal’s anti-fraud system monitors suspicious transactions 24 hours, ensuring security of every transaction. We promise not to store any customer payment information, with all sensitive data securely handled by PayPal.
📞 Professional Customer Service Support
Customer Service Team Introduction
MyTrueHair has a professional multilingual customer service team, with main service email MyTrueHair@kirintrade.com. We promise to reply to customer emails within 24 hours, though in most cases our response time is much faster. We provide 24/7 online support, so no matter which time zone you’re in worldwide, you can get timely help. Our customer service team supports Chinese and English services, providing professional support for customers from different language backgrounds.
Comprehensive Service Content
Our customer service team can help you query order status, including processing progress, shipping status, logistics tracking and various other information. If you encounter any problems during logistics tracking, we will assist you in communicating with courier companies for resolution. For any problems during payment process, we have professional solutions.
We also provide product consultation and guidance services, helping you choose the most suitable wig products, including color matching suggestions, size selection guidance, wearing method instructions, etc. For after-sales service, we also provide comprehensive support, including usage problem answers, care method guidance, repair services, etc.
Efficient Communication Guide
To enable us to help you solve problems faster and more accurately, please prepare the following information when contacting customer service: your order number (this is the most important information), email address used for registration, detailed description of specific problems, and relevant photos (if necessary). This information helps us quickly locate problems and provide targeted solutions.
📊 Inventory Management System
Inventory Status Classification
Products with sufficient stock status can be shipped immediately, with processing time of 1-2 business days. Low stock status indicates limited product quantity, may require transfer from other warehouses, with processing time of 2-3 business days. Pre-order status indicates the product needs to be reproduced, with processing time of 5-10 business days. Temporarily out of stock status indicates products are being restocked, with estimated processing time of 7-15 business days.
Intelligent Out-of-Stock Handling Mechanism
When the products you ordered are temporarily out of stock, we will proactively send an email within 24 hours informing you of estimated restocking time. You can choose to wait for restocking (we will provide an additional 5% discount as compensation for waiting), choose other similar substitute products, or apply for full refund.
When out-of-stock products are restocked, we will prioritize shipping for pre-order customers, ensuring you receive your desired products first. This humanized handling approach both protects customer rights and reflects our respect for every customer.
⚖️ Responsibility Scope and Disclaimer
MyTrueHair Disclaimer Scope
We do not bear any losses caused by customs detention or taxes, as these are normal situations in international trade that customers need to bear themselves. For delays by courier companies during transportation, we will actively assist customers in communicating with courier companies, but do not bear direct responsibility arising from such situations.
Shipping delays or interruptions caused by force majeure factors such as natural disasters, political unrest, epidemics, etc., are not within our responsibility scope. If customers provide incorrect shipping addresses causing packages to be undeliverable, additional costs incurred will be borne by customers. Package loss due to no one signing, especially when customers actively request placement in unattended areas, we do not bear responsibility.
MyTrueHair Service Commitment
We promise all products undergo strict quality inspection before shipping, ensuring product quality meets standards. We guarantee all products use professional packaging materials, ensuring products leave our warehouse intact and undamaged. We promise to process all orders promptly, completing shipping arrangements within promised timeframes.
Our customer service team provides full support for all customers, with professional guidance at every step from ordering to receipt. For reasonable after-sales service needs, we will actively respond and properly resolve them, ensuring every customer enjoys a quality shopping experience.
