FAQ
*DUE TO COVID SHIPPING TIMES WILL BE DELAYED*
General Questions
DO YOU OFFER A SATISFACTION GUARANTEE?
Yes, we stand by the quality of our products. If you're not completely satisfied with your purchase, please contact our customer service team, and we'll be happy to assist you.
CAN I RETURN OR EXCHANGE MY PURCHASE?
Yes, we offer a hassle-free return and exchange policy as long as the item is in the condition we sent it in. Feel free to reach out to us through email at thryvehair@gmail.com. Keep in mind that you will be responsible for the return shipping cost.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards from any country including:
Visa, Mastercard, American Express, Discover, and more.
ARE THERE ANY ADDITIONAL FEES I HAVE TO PAY?
No handling/processing fees are ever charged.
I CAN'T GET MY ORDER TO GO THROUGH CAN YOU PLEASE HELP?
Ensure that the billing address you entered matches that of your credit card.
HOW MUCH DO YOU CHARGE FOR SHIPPING?
Shipping is free WORLDWIDE!
HOW FAST IS THE DELIVERY TIME?
Your product will arrive within 7-15 business days to the United States and 7-20 business days to the rest of the world due to temporary delays from COVID-19.
*DUE TO COVID SHIPPING TIMES WILL BE DELAYED*
I PUT THE WRONG ADDRESS! WHAT DO I DO?
If you need to update your address, select the contact us tab and send us a message within 24 hours of placing your order and we can change it for you. PLEASE REACH OUT WITHIN 24 HOURS OR YOU WILL HAVE TO WAIT UNTIL THAT ITEM IS RETURNED BACK TO US BEFORE WE CAN SHIT OUT ANOTHER PACKAGE.
Shipping & Return Questions
WILL I GET AN EMAIL WITH ORDER DETAILS?
Yes! We will send you an email as soon as your order is placed summarizing all the details.
CAN I CANCEL MY ORDER?
Yes, we will ship the item to your address. However, once you receive your item(s), you can ship it back to us and once we receive it, we will FULLY refund you. Please reach out for full details and the return shipping address.
We only source merchandise from socially responsible businesses with ethical manufacturing practices. Our branded products are manufactured in the United States & China. Depending on your location we ship our products from one of three international warehouses, we have a warehouse in China, Australia and the United States.
You can view our complete refund policy here. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in good condition, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please email us for more info.
INTERNATIONAL SHIPPING:
We do not have control over customs and are therefore not able to be responsible for delays that may occur. Tracking information will be made available to you as soon as it is made available to us.
APPROXIMATE SHIPPING TIMES (does not include weekends/public holidays):
a) USA ~ 4 to 7 business days (tracking system available)
b) Rest of the world ~ 5 to 7 business days (tracking system available varies)
*Note: This does not include processing times.
Delayed delivery - in very rare instances, packages may take longer than the stated expected time frame. Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en-route and we seek your understanding and patience should this occur. In such cases, we will ship out a new package if there are no tracking updates for more than 30-60 business days.
This may especially be true during the busier holiday seasons at the year's end (November to December months), during promotions or other instances.
PROCESSING TIME VS SHIPPING TIME
Please note that processing time (2-5 business days) is different from shipping time and should be added to the total delivery time. Orders generally take 2-5 business days to be fully processed (checked, packed, forwarded to logistics and sent forth to the post office).
After your order has been processed, our shipping company for dispatch will then pick up your package. An email with your online tracking information will be available on our website.
Processing Time - in very rare instances, may take longer than the stated expected time frame. During busy time like holidays, promotions or other instances processing time might take longer. We do our best to deliver as fast as possible and seek your understanding and patience during such events.
CANCELLING AN ORDER
Once an order is placed, we will not be able to cancel a order if it has already been processed.
If order is cancelled within 30 minutes before your order is PROCESSED there is a transaction fee of $20 per each order
If you reach out and we tell you it is processed, the order cannot be cancelled.
Please do drop us an email at thryvehair@gmail.com if you have any other questions.