Shipping policy


Last Updated: August 2026

At Texture Theory Atelier, every order is thoughtfully prepared with care and precision. Because our luxury textured extensions are crafted specifically for each customer, we encourage you to review our shipping policy before placing your order.

By completing your purchase, you acknowledge that you have read and agreed to the terms outlined below.

Preparing Your Order

Every Texture Theory Atelier order is prepared specifically for you.

Unlike mass-produced inventory, our bundles are not pulled from warehouse shelves. Before your order leaves our studio, each bundle undergoes a detailed quality inspection to ensure it meets our standards for:

  • Texture consistency
  • Length accuracy
  • Density
  • Craftsmanship
  • Overall quality

This preparation process allows us to deliver extensions you can trust from the moment they arrive.

Order Processing

Processing begins immediately once your payment has been successfully received.

Because each order is carefully prepared and quality inspected, processing typically takes 7–10 business days before shipment.

Please note:

  • Business days are Monday through Friday and exclude weekends and U.S. holidays.
  • Processing time is separate from shipping time selected at checkout.

Shipping Methods

We currently offer:

  • Standard Shipping
  • Expedited Shipping

Shipping rates are calculated at checkout based on your selected shipping method and destination.

At this time, we do not offer free shipping.

Domestic Shipping

Once your order has completed processing, you will receive a shipping confirmation email containing your tracking information.

All domestic orders are shipped through UPS to provide reliable tracking and secure delivery.

International Shipping

Texture Theory Atelier currently ships to:

  • Canada

International customers are responsible for all applicable:

  • Customs duties
  • Import taxes
  • VAT
  • Brokerage fees
  • Government charges

These fees are determined by your country's customs authority and are not collected or controlled by Texture Theory Atelier.

Please note that international orders are not eligible for returns or exchanges.

Shipping Address

Please review your shipping address carefully before completing your purchase.

Because processing begins immediately after payment, shipping addresses cannot be changed once an order has been placed.

If a package is returned because an incorrect or incomplete shipping address was provided:

  • The customer is responsible for all reshipping costs.
  • Original shipping charges are non-refundable.

Tracking Your Order

Every order includes tracking.

Tracking information will be emailed to you once your order has completed processing and has been shipped.

Please allow the carrier time to activate tracking updates after receiving your shipping confirmation.

Signature Confirmation

To protect higher-value purchases, all domestic orders valued at $300 USD or more require a signature upon delivery.

Shipping Delays

Once your package has been transferred to the shipping carrier, delivery is outside of our control.

Texture Theory Atelier is not responsible for delays caused by:

  • Weather conditions
  • Holidays
  • Carrier delays
  • Customs processing
  • Natural disasters
  • Other unforeseen circumstances

Estimated delivery dates are provided as a courtesy and are not guaranteed.

Lost or Delivered Packages

Once a shipment has been marked Delivered by the shipping carrier, responsibility for the package transfers to the customer.

If your tracking indicates that your package has been delivered but you cannot locate it, we recommend:

  • Checking around your delivery location
  • Asking household members or neighbors
  • Contacting UPS directly to initiate a delivery investigation

Texture Theory Atelier is not responsible for packages confirmed as delivered by the shipping carrier.

Damaged Packages

If your package arrives visibly damaged, please:

  • Take clear photographs of the unopened package before opening it.
  • Photograph all packaging materials and contents.
  • Retain all original packaging.
  • Contact us within 48 hours of delivery.

Failure to report shipping damage within 48 hours may affect our ability to assist with your claim.

Missing or Empty Package Claims

If you believe your package arrived empty or with missing items, please contact us within 48 hours of delivery.

To investigate your claim, we may request:

  • Photos of the unopened shipping box
  • Photos of all sides of the shipping box
  • A clear image of the shipping label
  • Photos of the packaging materials inside the box
  • Photos of all contents received
  • A clear unboxing video (if available)
  • Your tracking number

For quality assurance, every Texture Theory Atelier order is photographed during our packing and quality inspection process before shipment. These records may be reviewed as part of our investigation.

Fraudulent shipping claims may result in the denial of future purchases.

Split Shipments

If an item in your order becomes temporarily unavailable after your purchase, our Customer Care team will contact you.

You may choose to:

  • Wait until your complete order is available for shipment, or
  • Receive available items separately when possible.

Preorders

Texture Theory Atelier may occasionally offer preorder items.

Estimated shipping dates for preorder products will be displayed on the product page.

Please note that preorder dates are estimates and may change due to production timelines.

Packaging

Every Texture Theory Atelier order is beautifully presented in our signature branded packaging and includes:

  • Hair care guide
  • Thank-you card
  • Satin storage bag
  • Exclusive promotional offer or discount (when applicable)

Refused Deliveries

If a shipment is refused by the customer:

  • Original shipping charges will not be refunded.
  • Return shipping charges will be the customer's responsibility.
  • Any applicable restocking fees may be deducted from any eligible refund.

Questions?

If you have any questions regarding your shipment or need assistance with an order, please contact our Customer Care team through our Contact page.

We are committed to making every Texture Theory Atelier experience exceptional—from the moment your order is placed until your bundles arrive at your doorstep.