Shipping Policy
1. Shipping Coverage
Where We Ship From
All GISTAR Hair wholesale hair extension orders are shipped from our warehouse in Qingdao, Shandong, China.
Where We Ship
We ship to most countries and regions worldwide. However, shipping availability may vary due to local regulations, carrier coverage, customs requirements, or trade restrictions.
Please see our Shipping Destinations to check whether we ship to your location. If your destination is unavailable, we will contact you before processing your order.
2. Order Processing & Dispatch Time
Unless otherwise stated, order processing times and business days are based on Beijing Time and Chinese statutory working days.
In-Stock Orders
In-stock orders are processed after payment, shipping address, and order details have been confirmed.
- In-stock orders paid and confirmed before 10:30 AM Beijing Time are generally dispatched the same day.
- In-stock orders paid after 10:30 AM Beijing Time are generally dispatched on the next business day.
- Orders paid after 10:30 AM Beijing Time on Friday are generally processed and dispatched on the following Monday or the next business day.
Custom & Bulk Orders
Custom products and bulk orders will be scheduled for production or preparation after all order details have been confirmed.
Production time and estimated dispatch dates will be confirmed after product specifications, quantities, and other requirements have been finalized. For custom orders, production time begins only after all order details have been confirmed, not on the payment date. Changes made after order confirmation may affect the estimated dispatch date.
Weekends & Chinese Public Holidays
Orders are not dispatched on weekends or Chinese public holidays. Orders placed during these periods will begin processing on the next business day after the holiday period and will be dispatched as soon as carrier pickup arrangements allow.
Split Shipments
If additional shipping costs arise due to a customer’s request for split shipments, priority dispatch, or different shipping methods, those costs will be the customer’s responsibility.
If GISTAR Hair needs to split an order due to shipping arrangements, any related costs will be confirmed with the customer before dispatch.
Factors That May Affect Dispatch Time
The following circumstances may delay order processing or dispatch:
- An item is temporarily out of stock or requires inventory transfer or replenishment;
- A custom order is still being confirmed, produced, or prepared;
- The shipping address, postal code, phone number, or other order details are incomplete or inaccurate;
- Payment information or the shipping address requires further verification;
- The customer requests order changes, order consolidation, or a change of shipping method.
If an order cannot be dispatched as originally planned, we will make reasonable efforts to contact you in advance and confirm the next steps.
3. Shipping Methods & Estimated Delivery Times
Shipping Methods
International express orders are shipped by FedEx by default. Depending on the destination and order requirements, we may also use DHL, 4PX, air freight lines, sea freight, or other shipping methods.
If you would like to use a specific courier, freight forwarder, or shipping method, please contact our sales team before your order is confirmed.
Estimated Transit Times
The following are estimated transit times after the package has been dispatched. They do not include order processing, production, or preparation time.
| Destination / Shipping Method | Estimated Transit Time |
|---|---|
| North America (International Express) | 2–5 business days |
| Europe (International Express) | 3–7 business days |
| Oceania (International Express) | 3–7 business days |
| Sea Freight | Approximately 35–50 calendar days |
Estimated transit times for other countries and regions, customer-designated freight forwarders, or special shipping arrangements will be confirmed when the order is finalized.
All transit times are estimates only and are not guaranteed delivery dates.
If your order is needed for a salon appointment, event, or other fixed date, please allow sufficient time. For in-stock orders, we recommend placing your order at least 7–8 business days in advance. For custom orders, please allow at least one additional week beyond the estimated production period, plus transit time.
4. Shipping Rates & Additional Charges
GISTAR Hair does not offer free shipping. Shipping costs are calculated based on the destination, weight, and shipping method.
International Express Reference Rates
The following are reference rates for international express shipping to the United States, generally based on FedEx pricing:
| Chargeable Weight | Reference Rate |
|---|---|
| First 0.5 kg | US$35 |
| Each additional 0.5 kg | US$6 |
Chargeable Weight & Carton Rules
International express shipping is calculated in 0.5 kg increments. Any weight under an additional 0.5 kg will be charged as 0.5 kg.
For carton shipments, shipping costs are calculated based on whichever is higher: actual weight or volumetric weight.
Volumetric Weight Formula:
Length × Width × Height ÷ 5000 = Volumetric Weight
For example, if a carton has an actual weight of 3 kg and a volumetric weight of 4 kg, shipping will be calculated based on 4 kg.
Sea Freight Reference Rates
Sea freight is generally available for bulk orders with a minimum shipment weight of 20 kg.
Reference shipping cost is approximately US$5/kg and applies to our standard sea freight service, including final-mile delivery by a local courier or logistics provider. Import duties, taxes, and customs-related charges may vary by destination and will be confirmed when the order is finalized.
If you require FOB, CIF, or another specific shipping term, please inform us before confirming the order. These arrangements are quoted separately based on the destination port, shipment details, and requested terms.
Additional Charges
Additional charges may apply for expedited shipping, customer-designated couriers, remote areas, or carrier extended service areas.
If a remote-area surcharge or other carrier surcharge applies to your address, we will confirm it with you before dispatch.
Final Shipping Quote
All rates shown above are for reference only. Final shipping charges may vary based on destination, exchange rates, fuel surcharges, carrier pricing, packaging method, shipment weight, and order requirements, and will be confirmed when the order is finalized.
5. Duties, Taxes & Customs
International orders may be subject to import duties, VAT, sales tax, customs clearance fees, storage fees, or other charges imposed by the destination country, customs authority, or carrier.
Unless otherwise confirmed in writing when the order is finalized, all such charges are the responsibility of the recipient.
The carrier may assist with customs clearance and may contact the recipient to request documents, payment of duties or taxes, or cooperation with local customs requirements. Customers are responsible for completing any required customs procedures promptly.
GISTAR Hair cannot guarantee that a shipment will be free from duties, taxes, or customs-related charges in every destination.
6. Shipping Address, Payment Address & Order Changes
PayPal Orders
Orders paid through PayPal will be shipped to the shipping address confirmed on the PayPal payment page.
If the customer’s shipping address differs from the PayPal address, we may ask the customer to update the PayPal address and re-enter payment, or we may ship to the address confirmed by PayPal.
GISTAR Hair reserves the right to refuse shipment or cancel an order that requests delivery to an address different from the PayPal-confirmed address.
If an order is canceled because the PayPal shipping address does not match the address requested by the customer, any payment processing fees, exchange-rate losses, or other related charges that have already been incurred and cannot be recovered will not be refunded.
Other Payment Methods
Orders paid by bank transfer, Western Union, or other non-PayPal payment methods will be shipped to the address confirmed by both parties.
Customers must provide a complete and accurate recipient name, full shipping address, postal code, and phone number before the order is finalized.
Address Changes
Shipping addresses generally cannot be changed after an order has been dispatched. If the carrier allows an address change, any address-change fees, delays, or other consequences will be the customer’s responsibility.
If you need to change the shipping address, please contact our sales team as soon as possible before dispatch. Whether an address change can be completed depends on the order’s processing status.
GISTAR Hair is not responsible for delays, failed delivery, or other shipping issues caused by incorrect or incomplete shipping information provided by the customer.
7. Tracking, Signature Service & Delivery Confirmation
Tracking Information
We will provide a tracking number as soon as possible after dispatch. Tracking information may take several hours or up to one business day to become active after the carrier collects the package.
For PayPal orders, tracking information will be uploaded to the PayPal order page, and you will usually receive a shipping notification email from PayPal.
For bank transfer, Western Union, or other non-PayPal payment methods, we will send the tracking number by email or WhatsApp.
Signature Service
If you require a signature service, please notify us before your order is confirmed. Signature service may involve an additional charge based on the carrier’s quotation.
Packages without signature service may be left at the delivery address, reception desk, collection point, or another available delivery location according to the carrier’s standard local delivery procedures.
8. Delays, Lost, Damaged & Stolen Packages
Shipping Delays
If an order has been handed over to the carrier within the agreed processing time, delays caused by carrier operations, weather, flight adjustments, customs inspections, natural disasters, war, or other factors outside GISTAR Hair’s control will not be considered a failure by GISTAR Hair to fulfill its shipping obligations.
Sea freight shipments may also be subject to port handling procedures and extended customs inspections, which can result in longer delays outside GISTAR Hair’s control.
Lost Packages & Carrier Claims
Packages lost, damaged, or subject to unusual transit delays will be investigated and handled by the carrier.
GISTAR Hair may assist customers in contacting the carrier and submitting a claim. However, the claim outcome, compensation amount, and processing time are subject to the carrier’s investigation and final decision. Carrier investigations and claim processing typically take 2–3 weeks, and complex cases may take longer.
Any compensation amount is based on the carrier’s final investigation and actual payout. GISTAR Hair does not guarantee that carrier compensation will equal the full order value.
If a claim is approved, the compensation will first be returned to GISTAR Hair. After we receive the payment, we will handle the matter based on the actual compensation amount through a refund, replacement shipment, or another solution agreed upon by both parties.
Damaged Packages or Quantity Discrepancies
If the outer carton is damaged, the products are damaged, or there is a quantity discrepancy, please contact us within 48 hours of receiving the package and provide the relevant evidence:
- Photos of the outer carton;
- Photos or videos of the products;
- A photo of the shipping label;
- An unboxing video or unboxing record, if available.
Please retain the original packaging, outer carton, and shipping label for carrier investigation and claim purposes.
Marked Delivered but Not Received
If tracking shows that your package has been delivered but you have not received it, please first contact the local carrier and check with neighbors, reception staff, property management, collection points, or other possible delivery locations.
If the package still cannot be located, please contact us as soon as possible and provide your order number and tracking number. We will assist with tracking inquiries, but we are not responsible for packages that have been marked as delivered or signed for and are subsequently missing.
Indirect Losses
GISTAR Hair is not responsible for appointment cancellations, business losses, customer complaints, or other indirect losses caused by shipping issues.
9. Refused Deliveries, Returns & Non-Refundable Shipping Fees
Original Shipping Fees
Unless the issue is caused by a GISTAR Hair shipping error or a confirmed product problem, original shipping fees, expedited shipping fees, and other logistics charges already incurred are non-refundable.
Refused Deliveries, Incomplete Customs Clearance & Address Errors
If a customer refuses delivery, does not pay import duties or taxes, fails to complete customs clearance, or provides an incorrect address that results in a package being returned, held, or undeliverable, the original shipping fee will not be refunded.
Any resulting return, storage, disposal, redelivery, or other related charges will be the customer’s responsibility.
Reshipment
If a customer requests that a returned or undeliverable order be shipped again, the customer must pay the new shipping cost and any other related charges before reshipment.
Whether reshipment is possible will depend on the package and product conditions, as well as the carrier’s handling.
10. Need Help With Shipping?
For any shipping-related questions, please contact your sales representative, email our customer service team, or reach us via WhatsApp. Please provide your order number, tracking number, and any relevant photos or videos so we can assist you as efficiently as possible.
