Shipping & Delivery Policys

Updated by Encelia Support Team

  • All U.S. orders over $99 include FREE standard shipping.
  • Canadian orders include FREE express shipping (1-5 business days) on orders over $250 USD. 
  • International orders pay a flat-rate $25 USD fee for express shipping (1-5 business days).

Products lost or damaged in transit. All shipments are FOB (Free on board) and ship from our warehouse located in San Diego, CA. We cannot guarantee the performance of our carriers (USPS, UPS, FedEx, & DHL). We will assist and help you with any shipping requests or questions, but we are not responsible for their deficiencies.

Processing Time

It will take 1 business day to process your order, regardless of the shipping option selected at checkout. We ship Monday through Friday, excluding weekends and holidays. We cannot guarantee Saturday delivery, even if your shipping is upgraded to express. 

You will receive a confirmation e-mail with the tracking link once your order ships which can take up to 48 hours to update. If you do not see your shipping confirmation email in your inbox, please double-check your junk/spam or promotions folder. Standard & express shipping costs and other third-party fees, such as shipping insurance, are non-refundable. We cannot be held accountable for any delays caused by the carrier. 

Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information before checking out to ensure any possible delays are avoided. 

Your package may or may not require a signature. Most packages are delivered to the mailbox or front door of the address provided; however, it is up to the delivery courier to decide if the package is safe being left in the open. If they deem it unsafe, they will hold the package at a local post office or re-schedule another delivery. Our best recommendation is to input a shipping address where you or someone else will be available to accept the package (a work address or a friend's address). 

How long does shipping take? On average, it will take 3-5 business day to process your order, regardless of the shipping option selected at checkout. 

INTERNATIONAL DUTIES AND TAXES

Canada

Your order will be shipped DDP (Delivered Duty Paid) from our warehouse in San Diego, CA (United States) with DHL Express shipping (1-5 business days for delivery). This means that you will not be required to pay any additional duties upon delivery. 

At checkout, you will see taxes added to your order. This prepaid ahead of time-will guarantee absolutely no additional charges when you receive your package. 

United Kingdom, Germany, Australia, France, UAE, Switzerland, Europe

Your order will be shipped DDP (Delivered Duty Paid) from our warehouse in San Diego, CA (United States) with DHL Express shipping (1-5 business days for delivery). The cost of the price includes of all duties and taxes, which guarantees there will be no additional fees required at the time of delivery.

Other International

At checkout, you will have the option to prepay your duties and taxes. If you choose not to prepay, your order will be shipped  DDU (Delivered Duty Unpaid) from our warehouse in San Diego, CA (United States)Therefore, you may incur duties, fees and import taxes upon delivery. Your local customs authority determines this charge and must be paid to your local carrier or government to receive your order. Encelia Hair does not collect these fees. 

If you do prepay your duties and taxes at checkout (which is recommended by Encelia Hair to ensure a smooth delivery), your order will be shipped DDP (Delivered Duty Paid), which guarantees no additional charges at the time of delivery.

WRONG ADDRESS DISCLAIMER

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, meaning there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at help@enceliahair.com as soon as you place your order. We will do our best to make the change; however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we can do so.

If it's too late for our team to cancel your order, you can return it to us once you've received it. For more information on how to return your order, click here. The only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.

DELIVERED BUT NOT DELIVERED

All of our shipments include tracking with delivery confirmation. If the tracking information confirms that the item has been delivered to your order address, but you have not received your order, please double-check that the shipping address you entered is correct, then check the tracking number that we provided you with. 

We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safely and sound.

RETURNS

Please refer to our return policy for further information on returning product ordered at Encelia Hair.

You have 7 days from receiving your package to postmark a return, as long as the wig has not been altered, worn, or tampered with. Just send us an email at help@enceliahair.com to receive your free return label. Shipping costs will be deducted from your total refund. 

*Accessories, hair care and sale products are final sale can not be returned.


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