STANDARD SHIPPING: Please allow up to 6-8 business days to receive your order after your payment is cleared. MOELUXY will take 2 business days (not including weekends) to process your order. After 48 business hours processing it will take 6-8 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 6-8 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 Canada Post/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 Canada Post/USPS to the address you provide. Tracking numbers are sent to your email address as soon as a shipping label is created. If you do not receive a tracking number, please let us know. Use your Canada Post/USPS 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. Canada Post/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 Canada Post/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 a replacement will be sent pending Canada Post/USPS's investigation results. If 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.
MOELUXY reserves the right to change or modify our policy at any time without giving prior notification.
RETURN & EXCHANGE POLICY
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. There are a few exceptions to this policy please read below to see if you meet the criteria.
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.