Shipping policy

On this page

1. Delivery solutions & shipping fees
2. Processing time
3. Signature requirement
4. Returns & reshipment
5. Force majeure delays
6. Delivery coverage
7. International customs duties
8. Discreet shipping & warehouses
9. Package issues & claims
10. Effective date & updates
11. Customer support

I. Delivery Solutions & Shipping Fee Standards

1. Transit Time & Shipping Charges

Notes

1. Business days refer to Monday to Friday only.
2. The stated transit times do not apply to remote areas. Deliveries to remote locations will take extra time.
3. All international shipping fees on this page only cover cross-border transportation costs, excluding destination customs duties and clearance fees. All customs charges shall be borne entirely by customers.
4. Shipping costs may fluctuate dynamically due to international logistics conditions and regional situations, subject to the latest prices displayed on the page. No expedited shipping upgrade service is available for international orders.

2. Free Shipping Threshold Rule

Free shipping eligibility is determined solely by the final amount paid after coupons and reward points are applied, not the original product list price.

3. Wholesale Bulk Order Shipping Fees

Our wholesale pricing already includes generous discounts for bulk purchasers. Considering actual logistics expenses, we set shipping fees at a reasonable level with no extra surcharges.

Shipping rate for wholesale orders: A flat shipping fee of $30 applies to the first unit, plus an additional $3 for each subsequent unit. Supplementary Rule: Wholesale orders are not eligible for the standard $249 free-shipping offer.

4. Remote Area Surcharge

Fee Standard: All orders identified as remote destinations will be charged a flat $60 remote surcharge. This fee is non-refundable, non-negotiable, and cannot be counted toward the free shipping threshold.

1. Transit Time Note: Remote locations have longer delivery routes, so the standard 3–5 / 5–7 business day transit times are not applicable. Actual delivery lead time depends on the carrier's tracking updates.
2. Remote Address Check: FedEx and DHL publish official remote region lists. A downloadable lookup table is provided on the page for customers to verify eligibility by entering their postal code in advance.

II. Processing Time

In-stock items without custom add-ons will be dispatched within 24 hours.

1. Extra 3–10 business days are required for custom services including trimming, styling and dyeing. Please contact our customer service to confirm the total lead time before placing your order.
2. Regular custom orders generally take 4–6 weeks to complete, while highly complex bespoke styles require 6–8 weeks. The exact timeline shall be confirmed with customer service.

III. Mandatory Signature Delivery Requirement

Signature confirmation is mandatory only for DHL international orders with a subtotal of $1000 or above.

If customers waive signature confirmation or sign a release agreement with the courier, all losses arising from lost or damaged packages shall be borne solely by the customer, and we will not be liable for compensation.

IV. Return & Reshipment Policy

We do not offer free reshipping for packages returned due to customer-initiated refusal or unsuccessful delivery. All round-trip shipping fees, import duties and overseas warehouse storage fees shall be covered by the customer:

1. Reshipment cost for US domestic returns: $8.95 base fee; Reshipment cost for international returns: $29.89.
2. A 30% order total surcharge will be deducted for storage processing if international customers refuse delivery voluntarily.
3. Additional labor inspection fees will apply for reshipping returned custom-made items, on top of standard shipping charges.
4. Couriers hold undelivered parcels for a short complimentary retention window, during which we will reach out to you proactively. If you fail to respond within the retention period, all costs incurred from returned packages will be your responsibility.

V. Force Majeure Delay Exemption

We will arrange delivery strictly in accordance with the stated transit times, yet delivery delays may occur due to uncontrollable force majeure events listed below. We will not issue shipping fee refunds or compensation for such delays:

1. Natural disasters, regional conflicts, wars, port or airport suspension and regulatory restrictions.
2. Temporary customs inspections, adjustments to clearance policies, and massive logistics backlogs during holidays.
3. Carrier capacity shortages, flight cancellations, temporary suspension of last-mile delivery services.
4. External human factors including incorrect customer addresses, long-term delivery unavailability, and local postal restrictions.

Supplementary Rule: The $5 late-delivery compensation specified in Section IX applies only to eligible delays attributable to the carrier and does not apply to the force majeure events listed above.

If your package is delayed due to the above circumstances, you may contact customer service for real-time logistics updates. We will follow up on your shipment to the best of our ability but cannot guarantee a fixed delivery date.

VI. Delivery Coverage & Unsupported Addresses

1. We deliver to most countries and regions worldwide. You may view available shipping destinations via the country dropdown menu at checkout. View available shipping destinations.
2. We cannot ship to APO/FPO military addresses, Hawaii, Alaska, and PO Box postal mailboxes.
3. If a PO Box address is submitted, our customer service will reach out to request a valid physical street address.

VII. International Customs Duty Liability

1. All customs duties, VAT and clearance handling fees incurred by international parcels shall be fully paid by the customer.
2. We select cost-effective logistics channels to minimize the risk of customs taxation, but zero-duty delivery cannot be guaranteed.
3. Any additional taxes or customs penalties generated by the declared value of custom orders shall be the customer's sole liability.
4. If a package is returned to us due to unpaid customs fees, all round-trip shipping charges, storage fees and secondary import taxes will be charged to the customer.

VIII. Discreet Anonymous Shipping & Multi-Warehouse Rule

Free unbranded discreet packaging is available for all orders. Parcels contain no brand logos or product markings. Simply leave a note "discreet shipping" at checkout to activate this service, applicable to both in-stock and custom orders.

1. Multi-Warehouse Dispatch Policy: We operate warehouses in the United States and Asia.
   • For US customers: Orders with inventory available in both US and Asian warehouses will be shipped from the US warehouse by priority.
   • For all other international customers: Orders will be dispatched from our Asian warehouse with fully trackable logistics (shipments sent directly from the US to Europe cannot be tracked).
   • Multi-item orders may be split and shipped from separate warehouses, which customers acknowledge prior to purchase.
2. Address modification after dispatch cannot be guaranteed. If you need to adjust your shipping address, please contact customer service before your order is shipped. A correction fee will apply if the address change is processed successfully, to be paid by the customer.

IX. Lost / Stolen / Damaged / Delayed Package Solution

Once parcels leave our warehouse, logistics risks are controlled by third-party carriers and we are not liable for full compensation for lost packages. We recommend purchasing Xcottons third-party shipping insurance to secure your order:

1. Insurance Purchase Channel

Shipping insurance can be selected voluntarily at checkout. You will receive a claim guide email upon successful purchase, with a dedicated link for self-submitted claims. Our customer service team can assist you throughout the claims process.

Submit a shipping insurance claim through the Xcottons claims portal.

2. Loss Determination Standard

Supplementary Rule: The loss compensation terms below apply only to orders covered by Xcottons shipping insurance.

Note: If tracking shows "delivered" but you have not received your parcel, you may file a loss claim by providing complete supporting evidence.

3. Other Compensation Rules

1. Damaged goods in transit: Reshipment or partial refund available, capped at the total amount paid for the item. For damaged custom orders, an unboxing video recorded from the moment of package opening is required for claims, with compensation limited only to raw product cost (excluding custom labor and expedited fees).
2. Courier misrouting: Reimbursement for address correction shipping fees may be available, subject to final review by Xcottons.
3. Late delivery: Maximum single-order compensation equivalent to $5 USD.

4. Liability for Returned Parcels

• Returns arranged by our designated courier: We take full responsibility for any loss or damage during transit.
• Returns shipped independently by the customer: All risks of damage or loss during transit are borne by the customer.

X. Effective Date & Policy Updates

Effective Date: This shipping policy is effective as of July 21, 2026.

Right to Modify: LaVivid Hair reserves the right to update, amend, or modify this Shipping Policy at any time without prior notice. All changes will be posted on this page and will take effect immediately upon publication.

Policy Interpretation: LaVivid Hair retains the sole discretion to interpret and apply these policy terms. Continued use of our website or services constitutes acceptance of the current policy.

XI. Customer Support