Aqua Hair Extensions will ship all orders placed before 3 PM EST on the same business day.
All orders received after 3 PM EST will be shipped the following business day.
Please note that business days refer to Monday – Friday and exclude holidays and weekends.
Orders placed on Friday with any Overnight option will be received on Monday (unless Saturday Delivery is selected).
- Priority Overnight: Next Business Day by 12:00 PM
- Standard Overnight: Next Business Day by 8:00 PM
- 2 Day: 2nd business day by 8:00 PM
- 2 Day AM: 2nd business day by 12:00 PM
- Ground: 3-5 business days by 8:00 PM
- We also offer Signature Required for each shipping option. Please select the Signature Required option from the Shipping method.
Fedex Ground Delivery map to your location:
COVID has overwhelmed many carriers, including Fedex, our sole carrier solution. There may be delays that are out of your control, and we do understand this is a financial inconvenience. To get lost, damaged, and stolen protection for your order, please use Route+ Protection, available from the cart. This service does not cover delays.
We are proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
On rare occasions, due to weather conditions, mechanical delays, etc., there will be times when FedEx will not be able to deliver your package on time. Aqua Hair Extensions can not issue refunds for shipping charges associated with delayed orders.
Please contact us and we'll make FedEx aware of any issues there may be with your package on your behalf. However, we cannot refund any shipment charges as a result of their inability to deliver on time.
To qualify for free Ground shipping, your order total after discounts must equal $150 or greater. Subject to change at any time without notice.
If you need to change or cancel your order, call us at 1 (866) 638-3312 as soon as possible on the same day you placed the order. We will do our best to modify the order before it ships. Orders that were already shipped can’t be changed.
All returns/exchanges must be authorized and returned to Aqua Hair Extensions within 30 days of the order’s ship date.
Please call our office at 1 (866) 638-3312 and notify us that you would like to return or exchange an order, or email us at firstname.lastname@example.org.
A copy of the packing slip/invoice should be included in the return order. All returned items must be in new condition and original packaging. We can’t issue credit for returned items that were altered or not in a saleable condition.
As of July 1, 2018, all returns are for store credit only. Store Credit never expires and can be used at any time.
Unless the product is defective or the wrong item was shipped, the salon/hairstylist is responsible for shipping charges to and from Aqua Hair Extensions.
In the case of an exchanged order, we will ship the new items after receiving and inspecting the original order. After the items in your order pass inspection, a new order will be shipped 3-4 business days after the date your original package was received. The salon/hairstylist is responsible for shipping charges to and from Aqua Hair Extensions.
Lost or Damaged Packages:
Please check your current tracking information for your package. Fedex will attempt delivery 3 times before returning a package to us. You can visit your Fedex tracking page from the shipment confirmation email we have sent you, and Manage your Delivery. Packages will be available for a hold at a location after the driver drops off your package at the end of his route. It is not possible to retrieve a package from a hold on the same day as your delivery date.
If the package tracking shows an error or a return to us, please call us 1 (866) 638-3312, and a customer service representative will assist you in the matter.
If you purchased Route+ at the time of checkout, please visit this page to start your claim: https://claims.route.com/
We do not offer free product replacements or refunds for Lost Packages. The only assistance we can offer is to contact FedEx on your behalf so they can assist you in finding the package. You must contact us immediately in order for FedEx to assist us in this matter.
Any application of hair color, toners, purple shampoos, or chemical treatments on Aqua Hair Extensions will prohibit returns and exchange requests.
Any other product alteration or using a non-Aqua Hair Extensions product or accessory (e.g., not using Aqua Hair Extensions Express Remover, Re-Tape Tabs, Aqua Shampoo or Aqua Conditioner) will prohibit returns and exchange requests.
For any complaint, you must return at least 50% of the hair for inspection. The hair will be inspected and evaluated to determine if it was a factory defect or misuse of the product by the user.
Defective Product Claims Procedure:
1) Stylist fills out product claim form.
*Please have a distributor invoice (if applicable), supporting images, and your order number available before you begin the product claim form.
2) After we review the form, we will authorize you to return at least 50% of the defective hair for inspection, if necessary.
3) We evaluate hair sample and contact the stylist for next steps.