We want every Martina Luxury Hair order to arrive beautifully and on time. This policy outlines how we process, ship, and handle your order from the moment you place it to the moment it reaches your door.
Please review this before purchasing, as completing an order constitutes your agreement to these terms.
Order Processing
All orders are processed on business days (Monday through Friday, excluding major U.S. holidays). Orders placed after 2:00 PM EST will begin processing the following business day.
Standard order: 3–7 business days
Peak periods (sales, holidays, promotions): 7–14 business days
Custom or special-order products: Up to 21 business days
If you have a specific event or appointment, we recommend ordering well in advance to account for processing and transit time.
Order Cancellations:
Because our team begins fulfillment quickly, cancellation requests must be submitted within 1 hour of order placement. To request a cancellation, email support@martinaluxuryhair.com immediately with your order number in the subject line.
Cancellation requests received after 1 hour cannot be accommodated, as the order will likely have entered fulfillment. Once shipped, our Returns Policy applies.
Delivery timeframes below begin after order processing is complete and do not include weekends, holidays, or customs delays.
Standard Shipping (USPS / FedEx): 5–7 business days after processing
Express Shipping (FedEx): 2–3 business days after processing
Standard International: 6–10 business days after processing
Express International: 3–5 business days after processing
International delivery times may vary depending on customs processing in the destination country. We have no control over customs timelines and cannot guarantee delivery by a specific date.
Please double-check your shipping address before completing checkout. Include your full street address, apartment or unit number, city, state, and ZIP code.
We are able to ship to addresses that differ from your billing address. If you’re sending a gift or shipping to a workplace, simply enter the destination address at checkout.
Address changes are not permitted after an order has been submitted and entered fulfillment. If you notice an error immediately after ordering, contact us within 1 hour at support@martinaluxuryhair.com and we will do our best to accommodate the correction.
We do not ship to freight forwarders or unverified mail-forwarding services. PO Boxes are accepted for USPS shipments only.
For high-value orders, a signature may be required upon delivery. If you’re unavailable during delivery hours, you can arrange a package hold at your carrier’s local facility by contacting them directly with your tracking number.
We strongly recommend recording a short video while opening your package for the first time. This protects you in the event of any shipping damage or discrepancy and is the most effective way to support a claim.
If the carrier is unable to complete delivery after multiple attempts, the package will be returned to our facility. In this case:
To avoid this, please ensure your delivery address is accurate and that someone is available to receive the package, or arrange a carrier hold in advance.
International customers are responsible for all customs duties, tariffs, taxes, and import fees assessed by their country upon arrival. These charges are determined by local customs authorities and are outside our control.
We are not responsible for delays, holds, or seizures by customs. If a package is returned to us due to unpaid customs fees or voluntary refusal at the border, a $35 return-to-sender fee will be applied and no refund will be issued.
We recommend checking your country’s import regulations for hair products before placing an international order. Your local postal authority or customs office can provide duty rate estimates.
Once a carrier confirms delivery, Martina Luxury Hair is not responsible for packages that are lost, stolen, or damaged after that point. This includes packages left with a doorman, neighbor, or building manager.
If your tracking shows delivered but you have not received your package:
If your package arrives visibly damaged, document the condition with photos or video before opening and report it to the carrier within 24 hours.
We offer optional shipping insurance at checkout for high-value orders. We recommend it, especially for express and international shipments.
Martina Luxury Hair is not liable for the following shipping-related circumstances:
Our liability for any shipping-related claim is limited to the purchase price of the product(s) in question.
A tracking number will be emailed to you once your order ships. You can use this number directly on the carrier’s website (USPS, FedEx) to monitor your delivery status in real time.
If you have not received a tracking email within 2 business days of your expected processing completion date, please check your spam folder first, then contact us at support@martinaluxuryhair.com.
This policy may be updated from time to time. Continued use of our website and placement of orders constitutes acceptance of the current policy. We encourage you to review it before purchasing.
Contact Us
Our Customer Care team is available Monday–Friday 9:00 AM–6:00 PM EST and Saturday 10:00 AM–4:00 PM EST.
Please allow 24–48 hours for email responses on business days. We do not provide support on major holidays.
ABOUT
Martina Luxury Hair offers luxury raw Vietnamese hair extensions, closures, and frontals crafted for exceptional quality, seamless blending, and long-lasting wear. Every product is thoughtfully sourced and carefully inspected to ensure consistent quality and performance, so every purchase delivers the same elevated experience you can always trust.
All sales final
Hair extensions are non-returnable once opened or installed due to hygiene standards.
Shipping timelines
Processing 3-7 business days (longer during sales and for custom orders). Delivery estimates are carrier-dependent and not guaranteed.
Color variation
Raw hair color varies batch to batch. Screen calibration may affect perceived tone.
Dispute policy
Contact us within 72 hours of delivery before initiating any payment dispute or chargeback.
