Shipping policy
KELO LUXURY HAIR SHIPPING, PROCESSING & PICKUP POLICY
Please review this policy before placing your order. Processing time and shipping time are separate. Business days do not include weekends or federal holidays.
AVAILABLE-FOR-PICKUP / ON-HAND ORDERS
Products specifically identified as “Available for Pickup” or “On Hand” are currently in Kelo Luxury Hair’s possession and may be eligible for shipping or local pickup.
Please allow 1–3 business days for order verification and processing before shipment. After shipment, estimated carrier transit is generally 2–5 business days, depending on the destination and selected shipping service.
LOCAL PICKUP — JACKSONVILLE, FL
Local pickup may be available for select products specifically marked “Available for Pickup” or “On Hand.” Made-to-order and manufacturer-fulfilled products are not eligible for local pickup. Kelo Luxury Hair does not currently offer local delivery.
Pickup is available by appointment only and is scheduled according to current availability. Customers must wait until they receive a “Ready for Pickup” notification before arriving. An order confirmation does not mean the order is ready.
Pickup instructions, available appointment times, and location details will be provided directly after the order has been verified and prepared. A valid photo ID and order confirmation may be required. Orders will not be released to another person unless arrangements are approved in advance.
Customers should collect pickup orders within the timeframe stated in their pickup notification. Contact Kelo Luxury Hair in advance if additional time is needed.
MADE-TO-ORDER AND ONLINE COLLECTION ORDERS
Products that are not specifically identified as “Available for Pickup” or “On Hand” may be made to order and fulfilled through an approved Kelo Luxury Hair manufacturing partner.
Natural-color wigs generally require approximately 1–2 business days for production and processing. Wigs featuring 613 blonde or another custom color generally require approximately 2–3 business days.
After processing, made-to-order wigs are shipped through UPS. Estimated carrier transit is generally 3–4 business days.
Most made-to-order wig purchases are expected to arrive within approximately 5–10 business days after order confirmation. These timeframes are estimates and are not guaranteed delivery dates. Customers should place orders early when purchasing for an appointment, trip, birthday, or other scheduled event.
MIXED ORDERS
Orders containing both available-for-pickup/on-hand and made-to-order products may be shipped separately. Customers may receive more than one package and tracking number.
Made-to-order products within a mixed order are not eligible for local pickup. Available fulfillment options will be communicated to the customer.
ORDER VERIFICATION
Orders may be reviewed for payment verification and fraud prevention before fulfillment. Kelo Luxury Hair may request additional information to verify the customer or confirm an order.
Failure to provide requested verification may delay or cancel fulfillment. Kelo Luxury Hair reserves the right to cancel and refund an order that cannot be satisfactorily verified.
ADDRESS ACCURACY
Customers are responsible for entering a complete and accurate shipping address during checkout. This includes the recipient’s full name, street address, apartment or unit number, city, state, and ZIP code.
Shipping addresses cannot be changed after an order has been placed. If an address was entered incorrectly, contact Kelo Luxury Hair immediately. When possible, the original order may need to be canceled and placed again using the correct address. Cancellation is not guaranteed once verification, production, or fulfillment has begun.
Kelo Luxury Hair is not responsible for packages delayed, returned, misdelivered, or lost because of an incomplete or incorrect address supplied by the customer. Additional shipping charges may apply if an eligible returned package must be shipped again.
TRACKING INFORMATION
Tracking information will be sent to the email address or phone number provided during checkout once the order ships.
Tracking activity may require 24–72 hours to update after a shipping label is created. A shipping-label notification does not necessarily mean UPS has physically received the package. Carrier transit begins after the package is accepted and scanned.
SIGNATURE CONFIRMATION
Signature confirmation may be required for high-value, multiple-item, or specially verified orders. Customers are responsible for making appropriate arrangements to receive packages requiring a signature.
DELAYS
Carrier delays, severe weather, holidays, customs processing, high-volume periods, manufacturer delays, verification requirements, and other circumstances outside Kelo Luxury Hair’s reasonable control may affect delivery.
If a material delay affects an order before shipment, Kelo Luxury Hair will make reasonable efforts to provide an update using the contact information submitted during checkout.
DELIVERED, LOST, OR STOLEN PACKAGES
Once tracking shows that a package has been delivered, customers should check the delivery location, household members, neighbors, property-management office, and UPS before reporting a concern.
Kelo Luxury Hair is not responsible for theft or loss after confirmed delivery. We will provide available shipping documentation and reasonable assistance with a carrier claim or investigation.
If tracking does not update or a package appears lost while in transit, contact Kelo Luxury Hair so we can review the shipment and assist with the appropriate next steps.
REFUSED OR RETURNED PACKAGES
Packages refused by the recipient or returned because of an incorrect address, failed delivery attempt, or failure to claim the package may require an additional shipping fee before reshipment.
Original shipping charges are nonrefundable. Any refund or reshipment eligibility will be determined according to the condition of the returned order and Kelo Luxury Hair’s applicable refund policy.
SHIPPING CHARGES
Shipping charges, when applicable, are calculated during checkout. Original shipping charges are nonrefundable unless Kelo Luxury Hair confirms that an order was incorrect, damaged, or defective due to our error.
CONTACT
For shipping or pickup assistance, contact Kelo Luxury Hair using the contact information provided on our website. Include your full name and order number in your message.