FAQs

Shipping & Processing

When will my order be shipped?

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.

When will I receive my tracking number?

You will receive a shipment confirmation email and tracking number within 24-72 hours of your order being processed.

How long does it take to receive my order?

All orders are delivered on business days, Monday through Friday. Orders are not delivered on weekends.

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 Route Package Protection at checkout for insurance coverage if your package is lost or stolen. Please file a claim within 15 days here directly with Route Package Protection here: https://claims.route.com/.

International Shipping Fees

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.

My tracking says delivered, but I haven’t received my package – what do I do?

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 Route Package Protection at checkout for insurance coverage if your package is lost, stolen, or damaged. Please file a claim within 15 days here directly with Route Package Protection here: https://claims.route.com/.

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.

Do you ship to P.O. boxes?

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.

Returns & Exchanges

What is your return and exchange policy?

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.

How to request a return or exchange?

To start a return, please email us at support@truegloryhair.com, include 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.

Care & Maintenance

How do I prepare my bundles for install?

Please see our full guide on how to care for your True Glory Hair here: https://truegloryhair.com/pages/haircare

Can I dye my hair extensions?

Yes, you can dye our Brazilian and Indian Collections. Our Dyed Brazilian Collection in Blonde has been pre-bleached, making it easier to deposit color into the hair. We recommend that you allow an experienced hair care professional to color your hair extensions. Please see our hair care guide for more information.

How do I care for my hair extensions?

Please see our full guide on how to care for your True Glory Hair here: https://truegloryhair.com/pages/haircare

How full are the bundles?

All of our bundles are measured by weight and should-be approximately 3.5 oz. Please note, as an industry standard, the longer the hair is, the shorter the weft will be and the shorter the hair is, the longer the weft will be since bundles are measured by weight. This is true for all virgin hair retailers.

Payments

What types of payment do you accept?

We accept all major credit cards (Visa, MasterCard, and American Express), PayPal, Apple Pay and Affirm.

Why is my transaction not going through?

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.

Why did Customer Care email me to verify my order?

Orders over $500 may require additional verification prior to shipping. Our Customer Care team will contact you if this is required for your order.

Does True Glory Hair keep my personal credit card information?

True Glory Hair never stores your credit card information. This is the private property of the cardholder at all times before, during, and after the product purchase. All transactions are processed through Shopify Payments — a secure form of payment that is heavily encrypted by third-party payment processors. You can allow Shopify Payments to remember your card information for quicker future checkout.

Chargeback Policy

What is True Glory Hair's Chargeback Policy

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.

Slay Pay with Affirm

What is Slay Pay?

Slay Pay is a True Glory Hair partnership with Affirm, that allows you to purchase hair now and pay for them over time. Any order over $50 may qualify for financing with Affirm. Just select Affirm at Checkout. For purchases under $100, limited payment options are available.

Financing is subject to credit check and approval, and you may be required to put down a down payment. Checking your eligibility won't affect your credit score.

Affirm loans are made by Cross River Bank, a New Jersey State Chartered Commercial Bank, Member FDIC.

See www.affirm.com/faqs for details.

How do I qualify for Slay Pay with Affirm?

At Checkout, select Affirm as your payment option. You will be taken to the Affirm application where you will enter a few pieces of information for a real-time decision.

Once you apply, Affirm will let you know if you've been approved or denied. If approved, Affirm will let you know exactly what your monthly payments and interest rates are, and if applicable, your required down payment. Estimated payment amount excludes taxes and shipping fees.

What if I have more questions about Slay Pay with Affirm?

If you have more questions about Slay Pay with Affirm or need help checking out with Affirm, email Affirm at help@affirm.com

Shipping Protection

What is True Glory Shipping Protection?

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? File here 

What if my order never arrives or is stolen?

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.

 

What if my order is damaged? 

To protect your order against damage that occurred during shipping, add True Glory Shipping Protection at checkout. 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. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at support@truegloryhair.com and we will be happy to work with you to remedy the situation.

How do I file a claim for my lost, stolen or damaged order?

If you insured your order with True Glory Shipping Protection at checkout, you can also file a claim here: https://bit.ly/34gE1QI

Note: Make sure to have the Order ID ready to use with the claim form.

Wholesale

Does True Glory offer wholesale?

True Glory does offer a wholesale program. To learn more go to https://truegloryhair.com/pages/wholesale

Contact us

How can I reach Customer Care?

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 470-481-2287. 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.

Retail Locations

Can I purchase True Glory Hair in person?

Yes! Please visit our retail page to find hours and locations of our retail stores.

Where are your retail store locations?

Please visit our retail page to find hours and locations of our retail stores.

Can I pick up my online order in 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.

True Rewards

What is True Insider?

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!

How do I join True Rewards?

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.

How do I earn 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 the Rewards Page. Points can only be earned on products purchased on our website (truegloryhair.com).

Do points expire?

Yes, points will expire after one year of activity on your Rewards account. Don’t worry, your account will remain active and you can continue to earn points the same way!

How do I check my points balance?

First, log into your account at the top of our site, then click the ’Earn Rewards” tab for an overview of your points!

How do I spend my points?

You can use your points at online-only at checkout to redeem points like cash! 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 using the slider scale to select the dollar value eligible to take off your order. Unfortunately, points can not be redeemed in-stores.

What happens to my points when I return items?

When items are refunded, the points you earned from that purchase will be deducted from your point balance.

When will I see my referral rewards?

Once your friend successfully completes their first order using your referral link, your $50 in referral points will reflect in your account after 24-48 hours.

I performed an action to earn points, but my points aren’t showing up.

You must perform the action via the modal on the True Rewards page. Please note that it could take up to 24 hours for your points balance to adjust. If your balance still doesn’t look right after this time, please contact our Customer Service team at support@truegloryhair.com and they can assist you!

I can't log into my account! What do I do?

No problem! Click "Forgot Password?" to reset your password. From there, you'll need to verify your email address and we'll lead you through the process to get you back into your account. If you're having any further issues, please email us at support@truegloryhair.com and we'll get you sorted!

Customer Testimonials

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Jasmine G

I have been ordering from True Glory Hair for 4 years now and I absolutely love your hair! I recommend this hair to anyone trying to find a good hair place to order from.

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Latasha Y

have been wearing True Glory hair for about 4 years now. Their hair is the best and I haven't found one that last as long as their hair does!

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Kortney C

When I received my hair it was very soft. I ran my fingers through it to test for shedding and there wasn't any shedding at all!! There is no smell to it and I love it!!!!!