FAQ
Hey there, beautiful! We've got answers to all your burning questions right here! Check out our FAQ page to find out everything you need to know about True Glory Hair. If you can't find what you're looking for, don't be shy - reach out to us and we'll be happy to help!
Shipping & Processing
Our standard processing time for orders is between 1 to 7 business days, depending on order volume. Standard shipping time within the continental U.S is another 3-7 business days.
Overnight Shipping orders are processed within the same business day if the order is placed by 9:00 am EST. If placed after this time, your order will ship out the next business day. Processing time does not include weekends and holidays.
You will receive an order confirmation email and then a shipping confirmation email with your tracking number. Your estimated delivery time is calculated from the day your order is shipped, not when it is placed.
Example 1: An order is placed at 8:59 am EST on Thursday. It can potentially be processed and shipped on that Thursday.
Example 2: An order is placed at 9:30 am EST on Friday. It will be processed and shipped on the following Monday.
You will receive a shipment confirmation email and tracking number within 24-72 hours of your order being processed.
All orders are delivered on business days, Monday through Friday. Orders are not delivered on weekends, even if it's next day shipping. Your order will arrive the following business day.
Orders shipped with standard shipping are processed and shipped within 1 to 3 business days. Orders are delivered by the postal carrier within 3 to 5 business days.
Orders shipped with overnight shipping are processed and shipped within 1 business day. This does not include holidays and weekends. If the order is placed before 9 am EST, the order will ship the same day and arrive the following business day. If the order is placed after 9 am EST, the order will ship the next business day and arrive 2 business days after your order is placed.
True Glory Hair is not responsible for lost or delayed packages due to an incorrect address entered at checkout. The customer is responsible for ensuring all shipping information is correct upon checkout.
True Glory Hair is not responsible for errors or delays caused by the shipping company. Please make sure to purchase Shipping Protection at checkout for insurance coverage if your package is lost or stolen.
International orders may occur customs and duties fees which are not included in the purchase price or in the cost associated with shipping.
True Glory Hair is not responsible for these fees; they are the sole responsibility of the customer. Your package will be subject to holding and potentially returned to us if fees are not paid for its release. Please consult with your local customs agency for more information prior to ordering.
Once your order has been shipped from our warehouse, True Glory Hair is not responsible any lost, stolen, or damaged packages. Please make sure to purchase Shipping Protection at checkout for insurance coverage if your package is lost, stolen, or damaged.
You can also contact the carrier directly to verify that they no longer have the package. The phone number for FedEx is 1-800-Go-FedEx. The phone number for USPS is 1-800-ASK-USPS® (1-800-275-8777). If your shipment can't be located, please contact us for assistance.
Please make sure to also enter the correct shipping address – street number and name, apartment or suite number, city, state, and zip code.
We are not liable for packages that are sent to the wrong address when the address information is entered incorrectly.
We only ship to P.O. boxes when using standard shipping. If you are using express or signature required shipping, you must enter a valid residence, company or hotel address for a successful delivery.
True Glory Shipping Protection is a package protection solution—to give our customers the best possible delivery experience. When you add Shipping Protection at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. In order to complete a claim, you must provide either a police report or send a claim form from the postal service.
need to file a claim? Contact us at support@truegloryhair.com
To protect your order against loss or theft, add True Glory Shipping Protection at checkout. When you add Shipping Protection, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 48 hours. In order to complete a claim, you must provide either a police report or send a claim form from the postal service.
Returns & Exchanges
Once an order is submitted, it may not be canceled or refunded. Therefore, we encourage customers to review their order details carefully before submitting their order.
Any order placed with True Glory Hair is eligible for store credit only within 15 days of the delivery date, as long as the order remains in its original condition. Items cannot be returned or exchanged for a refund other than for a store credit.
To be eligible for store credit, the hair can not be removed from its original packaging, washed, brushed, finger-combed, installed, chemically processed, bleached, colored, or tampered with in any way. We are not responsible if you or your stylist damage the hair due to over-processing or incorrectly bleaching or dying the hair. Please delicately inspect the hair extensions upon receipt. Once the lace on closures, frontals, and wigs is cut, it will no longer be eligible for return for store credit.
We are not accepting exchanges. If you want to exchange your items for another product, you must return your original order first, then place a new order.
To start a return, please email us at support@truegloryhair.com, including your order number, the reason for the return, and the item(s) you are returning. Once you have done so, we will email you with return instructions. All items must be shipped back unopened in the original packaging and untampered with. Once we receive and inspect your return, we will issue a store credit. Please allow up to 5 business days once your order has been received to receive a store credit. Items can be returned at one of our retail locations. Orders returned without written email notification or without using the provided True Glory return label will not be accepted.
Our customer service team is available Monday through Friday from 10 am to 5 pm EST to assist you with any questions or concerns you might have. Contact us directly at support@truegloryhair.com, or call us at (678) 916-6745. You can also submit your information through the contact form, and a member of our service team will get back to you during business hours.
Products
Please see our full guide on how to care for your True Glory Hair here: https://truegloryhair.com/pages/haircare
Yes, you can dye our Brazilian Collections. Our Dyed Brazilian Collection in Blonde has been pre-bleached, making it easier to deposit color into the hair. Please note that we are not responsible for you or any stylist trying to custom color or dye your virgin hair, because this can chemically alter the texture, curl or wave pattern.
Please see our full guide on how to care for your True Glory Hair here: https://truegloryhair.com/pages/haircare
Payments
We accept all major credit cards (Visa, MasterCard, and American Express), PayPal, Apple Pay and Affirm.
Transactions may not go through if the information entered does not match what your bank or credit card provider has on file. Please make sure that you enter the correct billing address and contact information, exactly as it appears on your bank or credit card statement.
Some transactions may also be held for further verification by our Risk Review team to ensure the protection of our customers.
Orders over $500 may require additional verification prior to shipping. Our Customer Care team will contact you if this is required for your order.
When placing an order with True Glory Hair online or in stores, customer agrees to the following Chargeback policy.
Customer agrees that True Glory Hair is not responsible for any lost, stolen, or damaged items during transit. Customer agrees to purchase Route Package Protection as insurance, otherwise, in cases where items are lost, stolen, or damaged during transit, the customer agrees they will file a claim directly with the shipping carrier in order to be refunded. True Glory Hair will not be held responsible, and customer agrees that a chargeback against True Glory Hair will not be filed in cases where packages are lost, stolen, or damaged during shipping.
Customer agrees that in cases where they are not satisfied with the quality of products received, True Glory Hair will accept returns for store credit within 15-business days of delivery in accordance with the stated Return and Exchange policy. Items cannot be returned or exchanged for a refund other than for a store credit. Customer agrees True Glory Hair will not be responsible for processing returns and exchanges outside of the 15-day and customer will not file a chargeback when return and exchanges are not honored outside of the 15-day policy.
Customer understands that once they have filed a chargeback against True Glory Hair, they will be barred for placing any future orders online or in-stores. Any future order customer places after filing a chargeback will be immediately canceled.
Retail Stores
Yes! Please visit our retail page to find hours and locations of our retail stores.
Please visit our retail page to find hours and locations of our retail stores.
True Glory now offers curbside pick up for your convenience! You must choose "pick up" at checkout to pick up your items in store. If you place an order for your items to be shipped directly to you, you cannot pick up your order in stores.
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True Rewards
True Rewards is a loyalty and referral Rewards Program, giving you the opportunity to score coupons, access exclusives, and more!
As a member, you’ll earn points for every purchase and for engaging with our brand through social media and other platforms.
Once you earn enough points to unlock rewards discounts, points can be redeemed like cash at check out!
If you have a True Glory Hair account, you’re already a member of True Rewards! If not, sign up with your email through the Rewards page. You'll get 50 points just for becoming a member!
Once you've signed up, you'll have full access to our True Rewards program benefits. Each time you come back, make sure you log in to track your progress, your transaction history and to redeem offers with your points.
Earn points each time you spend on truegloryhair.com! Points will be earned on each dollar you spend, excluding all shipping fees and taxes. Please allow 48 hours for your points to appear on your Account page. Additionally, you can earn points through friend referrals, social shares, and more! You can earn 50 points by simply creating a Rewards account! See all of your opportunities to earn points on theRewards Page.Points can only be earned on products purchased on our website (truegloryhair.com).
You can use your points online or in--stores at checkout. To redeem your points, make sure you are logged in to your account, then simply checkout and you will have the option to redeem your points directly in your cart. Rewards points cannot be combined with other discount codes.
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