Shipping policy

SHIPPING, TRACKING, AND FULFILLMENT POLICY 
 
Thank you for visiting and shopping at Diamondz Hair Collection. Following are the terms and conditions that constitute our full Shipping, Tracking, and Fulfillment Policy. Upon finalizing your purchase, you have implicitly consented to abide by the Shipping, Tracking, and Fulfillment policy.
 
 1.  Order Processing
 2.  Business Days and U.S Holidays
 3.  Estimated Fulfillment Durations*
 4.  Calculating your Shipping Window 
 5.  Order Tracking, Status, and Updates 
 6.  Shipping Methods and Costs 
 7.  Order Pick-Up 
 8.  Shipping Delivery 
 9.  Shipping Delays 
 10.  Lost/Stolen Packages 
 11.  Wrong Address Disclaimer 
 12.  International Shipping 
 13.  Duties, Fees, and Taxes 
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1. ORDER PROCESSING
 At Diamondz Hair Co, we are committed to providing efficient service and timely delivery. Please note that all orders require 1 to 2 business days to process before they are shipped. Business days are Monday through Friday, excluding weekends and holidays.

2. BUSINESS DAYS
Please note that all of our business operations, customer service, and order fulfillment are conducted on business days only. This means that any estimated shipping timeframes, delivery schedules, or processing durations provided on our website or during the checkout process should be understood in terms of business days. It is important to consider this when calculating the expected arrival of your order or contacting our customer support team for assistance.

  • Our business days are Monday through Friday.

  • Business hours are 10:00 AM to 6:00 PM (local time).

  • We are closed on weekends (Saturday and Sunday).

  • We are also closed on all major holidays.

  • Orders and inquiries placed outside business hours will be handled on the next business day.

  • Order processing, customer service, and shipping updates are based on these business days.

The following are U.S. Observed Holidays that are not considered business days for our shipping and tracking operations. These holidays are excluded when calculating shipping timeframes and processing durations:

  • New Year’s Day

  • Martin Luther King Jr. Day

  • Presidents’ Day

  • Memorial Day

  • Juneteenth National Independence Day

  • Independence Day

  • Labor Day

  • Columbus Day

  • Veterans Day

  • Thanksgiving Day

  • Christmas Day

3. ESTIMATED FULFILLMENT DURATIONS

We strive to provide accurate shipping timelines to keep you informed and satisfied.

-Ready-to-Ship orders, please allow 3 to 5 business days for processing and shipment. These orders are in stock and will be prepared and dispatched promptly within this timeframe.

-Pre-Order items, please expect a longer fulfillment period of 15 to 20 business days. Pre-orders are made to order or restocked items, which require additional time to prepare. Please be mindful that if you purchase a pre-order along with ready-to-ship items, the entire order will ship once the pre-order item is ready.

-Pick-Up orders, customers may collect their purchase during our business hours: Monday through Friday, 10:00 AM to 6:00 PM. Please arrange a pickup time in advance to ensure your order is ready upon arrival.

-International Shipping, please allow 20 to 25 business days for delivery. Shipping times may vary based on customs and carrier services. If you have ordered a pre-order item internationally, please note that shipping times will be extended accordingly.

4. CALCULATING YOUR SHIPPING WINDOW
Shipping windows are available within your Order Confirmation email. 
To calculate your shipping window manually, begin by identifying the fulfillment duration specified for your order type (see section 3). Starting from the next business day after your purchase date, exclude weekends and U.S. holidays, and continue counting business days (M-F) until you reach the specified range that corresponds to your shipping window. By considering only the business days, you can accurately determine the timeframe within which your order is expected to be shipped.
Here is a step-by-step guide on how to determine your shipping window based on business days:
    1    Identify the first business day: Start by identifying the first business day after you place your order. This is typically the next business day following your order placement.
    2    Determine the duration of your fulfillment window: Check the Estimated Shipping Durations (section 3) to find the specified duration of your shipping window. 
    3    Exclude weekends: Exclude Saturdays and Sundays from your count, as they are typically not considered business days.
    4    Exclude holidays: Take note of any holidays that fall within your shipping window and exclude them from your count. (section 2)
    5    Determine your shipping window: Based on the calculated number of business days, determine the start and end dates of your shipping window. This will provide you with an estimate of when your order is expected to be shipped.
By following these steps, you can determine your shipping window based on business days, helping you to plan and anticipate the arrival of your order.
 
5. ORDER TRACKING, STATUS, AND UPDATES
The 'Order Confirmation' and 'Shipping Confirmation' emails are the main channels of communication for updates on your order's status and progress. We do not provide individual updates on your order during the fulfillment process. Instead, you can calculate the number of business days that have elapsed and consult the Shipping and Fulfillment Process Diagram to determine the current stage of the fulfillment process.
 Order Confirmation Email:  
Upon placing your order, you will receive an automated Order Confirmation Email sent to the email address provided during checkout. This email is generated immediately and contains essential details such as your unique order number, comprehensive order information, estimated shipping window, and any additional pertinent information related to your order.
 
 Shipping Confirmation Email:  
Shipping confirmation emails will be promptly sent to you once your order has officially been shipped within the above estimated shipping window durations. This email will include relevant tracking information to help you monitor the progress of your package during transit. Please note that it may take up to 24-48 hours for the tracking information to become active and updated on the shipping carrier's website.
 
 Tracking your Package:  
To conveniently track your package, simply click on the direct link provided in your shipping confirmation email, or input the full tracking number also available to you in your shipping confirmation email. This link will direct you to carriers website, where you can access real-time updates on the movements and location of your package.
 
6. SHIPPING METHODS AND COSTS
Kindly be aware that the shipping method you choose during checkout and its associated transit time are separate from the estimated fulfillment durations. (section 3). For example, you have a Ready-to-Ship order with an estimated fulfillment duration of 3-5 business days. If you opt for UPS Ground as your shipping method, with a transit time of 2 business days (varies by location), you can anticipate your order to be delivered in a total of 5-7 business days.
 
 UPS Ground  is one of the main method in which we ship all packages, which generally results in deliveries within 2-5 business days, varying based on the destination and other external factors. Please note that these estimated delivery times may be impacted during peak seasons at the postal office, such as holiday season and election season.
 UPS Next Day Air  is an alternate shipping method available by request for an additional $25, however, it's important to note that this upgrade does not impact processing times or shipping windows. Instead, it only affects the speed of delivery once your order has been shipped within the designated shipping windows mentioned above.
 Local Pick-Up  is a convenient delivery option available exclusively to customers who are local to our area. Instead of having your order shipped, you have the option to pick it up yourself at our designated pick-up location, located in Morrow, GA. This is particularly beneficial for customers who prefer to collect their purchases in person or want to avoid shipping fees.
  

USPS Priority Mail Express

For urgent orders, offer Next Day Shipping via USPS Priority Mail Express, the fastest USPS service available for overnight delivery to most U.S. locations.

Key Features:

  • Delivery Time: Guaranteed overnight delivery to most U.S. addresses, including weekends and holidays (where available).

  • Tracking: Includes full tracking with delivery confirmation.

  • Cost: Pricing varies based on package weight, size, and destination but generally starts around $26 to $45 for standard-sized packages. Exact rates will be calculated at checkout.

  • Insurance: Comes with up to $100 insurance coverage included, with additional coverage available for purchase.


7. SHIPPING DELIVERY

USPS Shipping Options

  • USPS Retail Ground
    Ideal for heavier, less urgent packages. Delivery typically takes 2 to 8 business days within the continental U.S. Includes tracking but no guaranteed delivery date.

  • USPS Priority Mail
    Faster service with delivery in 1 to 3 business days depending on the destination. Includes tracking and limited insurance.

  • USPS Priority Mail Express (Next Day Shipping)
    Guaranteed overnight delivery to most U.S. locations, including weekends and holidays (where available). Includes tracking and up to $100 insurance.


 
8. ORDER PICK-UP

Pick-up orders are available during our regular business hours, which are Monday through Friday, from 10:00 AM to 6:00 PM. Please schedule a pick-up time in advance by contacting us at via text 240-355-2164  to ensure your order is ready when you arrive. When you come to pick up your order, please bring a valid photo ID and your order confirmation number. This helps us verify your identity and ensures a smooth pick-up process. Orders must be picked up within 7 business days of notification that your order is ready. If your order is not collected within this timeframe, it may be canceled or subject to additional fees. Please note that pick-up is not available on weekends or holidays when our business is closed.


9. FULFILLMENT AND SHIPPING DELAYS
We understand the importance of receiving your packages in a timely manner and strive to provide efficient shipping services. However, it is essential to acknowledge that certain factors, both within and beyond our control, can occasionally lead to shipping delays.  In the event of a delay, we will make every effort to proactively communicate with you as early as possible. Please familiarize yourself with the following information regarding potential delays:
    •    Order Volume: During periods of high order volume, such as holidays, sales events, or product launches, the increased number of orders can impact the processing and fulfillment timelines. While we prioritize order fulfillment, the sheer volume of orders may result in slight delays. We appreciate your patience and understanding during these busy periods.
    •   Carrier Unforeseen Circumstances: Despite our best efforts, there may be instances when unforeseen circumstances arise within carriers operations. These can include disruptions in their transportation network, technical glitches, or other operational challenges. While such situations are beyond our control, we will work closely with carriers to resolve any resulting delays promptly.
    •    Weather and Natural Events: Adverse weather conditions, natural disasters, or other related events can affect transportation networks and lead to unavoidable shipping delays. Severe storms, hurricanes, snowstorms, or floods can impact carriers ability to operate efficiently and may cause delays in delivering your packages.
    •    Customs and Import Processes (International Orders): For international shipments, customs clearance and import processes play a significant role. The duration of customs inspections, document verification, and compliance checks can vary and occasionally cause delays in the delivery of your package.
While we strive to minimize any potential shipping delays, we kindly ask for your understanding and patience if such situations occur. Rest assured that we are committed to actively monitoring the progress of your package and providing timely updates. If you have any concerns or questions regarding a delayed shipment, please reach out to our dedicated customer support team for assistance.
 
10. LOST/STOLEN PACKAGES 

Once a package is scanned and marked as delivered by USPS or UPS, it is considered successfully delivered and becomes the customer’s responsibility. If your tracking number shows your package as delivered, but you have not received it, please follow these steps:

  1. Double-check the delivery location (mailbox, porch, leasing office, etc.).

  2. Ask household members or neighbors if they accepted the package on your behalf.

  3. Allow 24–48 hours, as some carriers may mark packages as delivered slightly before actual delivery.

  4. Contact the carrier to open a claim:

Once the package is in the possession of the shipping carrier, we are not responsible for lost, stolen, or delayed packages. We do not issue refunds or replacements for orders marked as delivered.


 
11. WRONG ADDRESS DISCLAIMER
To ensure that your package is delivered to the correct address, we kindly request that you carefully review and double-check the shipping address provided during the checkout process. Unfortunately, once an order is placed, we are unable to modify the delivery address to avoid potential delivery disputes and to maintain delivery verification. If an incorrect or incomplete address is provided and the package is returned to us, the customer will be responsible for paying a reshipping fee. We do not offer refunds for orders returned due to an incorrect address.

If the package is delivered to the wrong address due to customer error, we are not responsible for lost or unrecoverable packages, and no refunds or replacements will be issued.

If you notice an error in your shipping information, please contact us immediately at Diamondhairco16@gmail.com. If the order has not yet been processed or shipped, we may be able to update the address. However, once a package is in transit, we cannot make changes.


12. INTERNATIONAL SHIPPING
We are pleased to offer international shipping to our customers worldwide. 
We ship to a wide range of countries, allowing customers from different parts of the world to enjoy our products. During the checkout process, you will be able to select your country from the available options. If your country is not listed, please contact our customer support team for assistance.
The available internationally shipping options, along with estimated delivery times and associated costs will be displayed during the checkout process. The estimated delivery times for international orders may vary depending on the destination country and the selected shipping method. Please note that these are estimated timeframes and actual delivery times may be affected by customs clearance procedures and other unforeseen circumstances.
Once your international order is shipped, you will receive a shipping confirmation email containing a tracking number. This tracking number allows you to monitor the progress of your shipment. Please note that tracking information may not be available for all countries or shipping methods.
 
13. DUTIES, FEES, AND TAXES
It is important to be aware of potential duties, fees, and taxes that may apply to your international shipment. Here's some essential information regarding these charges:
    •    Customer Responsibility: It is the responsibility of the customer to be aware of and comply with any applicable customs regulations, duties, fees, and taxes associated with the import of goods. These charges are not included in the product price or shipping cost displayed at the time of purchase.
    •    Payment of Duties and Taxes: Upon delivery of your package, the customs authorities in your country may require payment of duties, fees, or taxes before releasing the package for final delivery. It is important to note that failure to comply with these requirements may result in delays or the package being returned to us.
    •    Customs Declarations: To ensure smooth customs clearance, we will provide all necessary documentation, including commercial invoices and customs declarations, as required by the destination country. Please ensure that the information provided during the checkout process is accurate and complete to facilitate the customs clearance process.
    •    Country-Specific Regulations: Customs regulations and import policies vary from country to country. We recommend checking with the customs authorities or relevant government agencies in your country to understand the specific duties, fees, and taxes that may be applicable to your order.
    ◦    
It is crucial to consider these potential charges when placing an order for international delivery. By proceeding with your purchase, you acknowledge and accept the responsibility for any applicable duties, fees, and taxes associated with the import of your goods.
 
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Thank you for taking the time to understand our Shipping, Tracking, and Fulfillment Policy. We appreciate your effort in familiarizing yourself with our processes and guidelines. If you have any further questions or need assistance, please don't hesitate to let us know. We value your support and look forward to serving you.