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Processing & Shipping

At The Firas Collection, we understand the excitement of eagerly awaiting your order. Rest assured, our dedicated team will work diligently to get your TFC order to you as quickly as possible.

 

To ensure a smooth shopping experience, we strongly encourage customers to review our Store Policies and Order Details carefully before submitting an order. Your satisfaction is our priority, and we're here to assist you every step of the way.

Thank you for choosing The Firas Collection!

How it works:

01

Shop & Place

Order Online

02

Upon completing your order, you will automatically receive an Order Confirmation Email.

 

If you do not receive this email, please reach out to us to rectify any potential email spelling errors.

03

Please monitor your email for essential Order Updates, which may include notifications regarding any potential order issues or errors.

04

Our dedicated team will diligently process your order.

 

Please refer to our processing times below for further details.

05

An automatic Shipment Notification Email containing Tracking Information will be sent to you once your order is on its way to you.

Purchase Verification

At The Firas Collection, we prioritize the security of our customers' transactions. Therefore, all orders undergo a Verification Process to prevent fraudulent charges and ensure your peace of mind.

 

A Verification Hold may be placed on your order if:

  • The Order Total is approx. $500 or greater after taxes

  • Billing and Shipping Addresses are different

 

If your order is subject to a "Verification Hold," you will be promptly notified via email communication. This email will contain a link to submit your "Verification Hold" form online.

Please note that Processing and Shipping will not commence until your order has been approved for Verification Hold release. It's imperative to complete the form within 3 Business Days of notification to avoid Order Cancellation and Inventory release.

Furthermore, all orders that receive Verification Hold approval will require a Signature upon Delivery, ensuring the safe receipt of your purchase.

Thank you for your cooperation and understanding as we uphold our commitment to secure and efficient order processing.

Processing

 

 

Orders are typically processed within approximately 1-3 business days from the date of order placement, excluding weekends and holidays.

New Product Releases (ie. Burmy) have a processing time of approx. 3-7 business days.

 

Please note that these processing times are estimates.

 

In the event of Address Issues or Purchase Verification Holds, processing will be temporarily paused. Once the address or purchase verification hold issue is resolved, processing will resume accordingly. We appreciate your patience and understanding in ensuring the accuracy and security of your order.

 

Pre-Order Items

Orders containing "Pre-Order" item(s) undergo processing within approximately

10-14 business days from the date of order placement, excluding weekends and holidays.

 

Pre-Order Process Explanation:

When you purchase an item marked as "Pre-Order," you are securing your order for an item that is not yet available for immediate shipment. Pre-Order items are typically in high demand or undergoing production, and their availability may be limited.

Upon placing your Pre-Order, your payment is processed to reserve the item for you. Once the item becomes available and reaches our warehouse, it undergoes quality checks and processing before being dispatched for shipment.

We strive to fulfill Pre-Order items as promptly as possible, and we appreciate your patience and understanding as we work to ensure your satisfaction with your purchase. If you have any questions about the Pre-Order process or the status of your order, please don't hesitate to contact us.

Processing Policy for Restock Events:

Please be advised that orders placed during restocking events may experience a brief delay in processing times. Additionally, our promotional "Same-Day Processing/Shipping" offer is applicable only to orders successfully submitted by 1:00 p.m. EST. Please note that this offer excludes orders containing Pre-Order Items.

We appreciate your understanding and patience during these events as we work diligently to fulfill your orders promptly.

 

Important Notice: Appointment Scheduling Policy & Processing Delays

 

We kindly advise our valued customers to wait until they have received a shipment notification via email, along with an estimated delivery date, before scheduling installation appointments with their hair service provider. Please understand that The Firas Collection cannot be held responsible for any fees resulting from rescheduling or canceling service appointments with a third-party hair service provider.

 

While we are dedicated to expediting the processing and shipping of your hair extensions, it's important to acknowledge that occasional delays may occur during transit that are beyond our immediate control. Your understanding and patience are greatly appreciated as we work diligently to ensure your order reaches you as swiftly as possible.


Shipping

 

 

In-Person Pickup Unavailable:

Please be advised that in-person pickup is not an available shipping option.

We are an online-only platform and do not offer in-person pickups under any circumstances. Below, you can find the shipping options that we offer for your convenience.

Shipping Times

 

STANDARD SHIPPING

Select our Standard Shipping option to receive your order within an estimated 3-5 business days following the processing and dispatch of your order.

PRIORITY SHIPPING

Select our Priority Shipping option to receive your order within an estimated 1-2 business days following the processing and dispatch of your order.

Priority Shipping Option Disclaimer:

Please note that the 1-2 day delivery timeframe for Priority Shipping is determined by the mail courier and is based on the shipping address provided. Availability of 1-2 Day Priority Shipping may vary and is not always offered as a shipping option to customers.

Shipping Costs and Processing Fee:

When making purchases on our website, please be aware that shipping costs include a processing fee. This fee is essential to cover the administrative costs associated with processing and fulfilling your order.

 

It's important to note that the processing fee is non-refundable. Therefore, if a refund request is made for shipping costs, the refunded amount will be partial and will exclude the non-refundable processing fee. We appreciate your understanding of this policy as it helps us maintain efficient order processing and delivery services.

International Shipping

As a US-based company, we're delighted to offer international shipping to customers worldwide. While we strive to ensure timely delivery for all orders, please be aware that international transit times may be longer due to various factors inherent in the international shipping process.

 

These factors include customs clearance procedures, varying transportation methods, and distance. Additionally, unforeseen circumstances such as weather conditions or disruptions in global logistics networks can sometimes lead to delays beyond our control.

 

We kindly ask our international customers to keep the possibility of extended transit times in mind when placing orders. Despite these potential challenges, we remain committed to providing exceptional service and will do our utmost to ensure your order reaches you as promptly as possible.


Responsibility for Shipping & Delivery

  1. Carrier Selection:  We partner with reputable shipping carriers, including the United States Postal Service (USPS), to deliver your orders. The choice of carrier may vary depending on your location and the specific product(s) you've ordered.

  2. Third-Party Carriers: In cases where third-party carriers are involved in the delivery process, we rely on the services and expertise of these carriers to fulfill the delivery of your orders.

  3. Delivery Issues: The Firas Collection is not responsible for any issues that may arise during the shipping and delivery process, including but not limited to:

    • Stolen Packages: If a package is marked as delivered but has been stolen or is missing, we recommend contacting the local authorities and the carrier (e.g., USPS) to report the issue. We do not assume responsibility for stolen packages.

    • Lost Packages: In the event of a lost package, we advise you to contact the carrier (e.g., USPS) to initiate an investigation and resolve the matter. We are not responsible for packages that are lost in transit.

    • Delivery Delays: While we make every effort to ensure that your orders are delivered on time, we do not guarantee delivery dates. Delivery times may vary due to factors beyond our control, such as weather conditions, holidays, or unforeseen circumstances. Please refer to the carrier's tracking information for updates on the status of your shipment.

    • Delivered Packages: Once a shipped order has a Transit Status of "Delivered", the safety of the order parcel is transferred to the recipient (Customer).

    • Missing "Delivered" Packages: We encourage customers to file an appropriate police report for suspected mail theft to local authorities. Please note that Insurance Claim submissions for "Delivered" orders will be denied. 

Delivery Assistance Disclaimer: 

If you encounter any issues related to the delivery of your order, including tracking updates or delivery inquiries, we recommend contacting the relevant carrier directly (e.g., USPS). They will have access to the most up-to-date information and can assist you in resolving any concerns or questions promptly.

Transit Issues

No Tracking Updates:

In the rare event that there are no transit updates for your order after 10 business days, we understand the concern and frustration this may cause. To assist in locating your order parcel or retrieving the latest transit update, we kindly ask customers to submit an official mail search request on the USPS website.

Once submitted, please provide us with a screenshot or forward the response you receive to our support team via firashair@gmail.com. This collaborative effort ensures that we work together towards resolving any transit issues and ensuring the timely delivery of your order. Thank you for your cooperation and understanding.

"Delivered" Order Not Received:

In the unfortunate event that your order status shows as "delivered" but you haven't received it, we understand the concern and are here to work together towards a resolution.

Firstly, please note that insurance claims for orders marked as "delivered" by our shipping partners will typically be denied. However, your satisfaction is our priority, and we want to assist you in any way we can.

We recommend taking the following steps:

  1. Check Around: Sometimes packages are left in inconspicuous places or with neighbors. Double-check around your delivery location.

  2. Contact Carrier: Reach out to the carrier directly to inquire about the delivery status and any additional details they may have.

  3. File a Police Report: If you suspect theft, filing a police report can be a crucial step. Please provide us with a copy of the report, and we'll work towards a resolution together.

 

If a police report is filed, and a copy is submitted to our customer support team, your order may be eligible for a complimentary replacement. We're committed to ensuring your satisfaction and appreciate your cooperation as we navigate this situation together.

Our team is here to assist with any product concerns, including but not limited to weft quality, texture quality, strand test, density concerns, and more. Please contact our customer support at firashair@gmail.com immediately so that we can collaborate to find the best solution for you.

Your satisfaction is our priority, and we're dedicated to ensuring your hair extension experience is nothing short of exceptional.

We are here to help!

Monday - Friday

10:00 am - 05:00 pm EST.

FIRASHAIR@GMAIL.COM 

EFFECTIVE AS OF: 12/01/21

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