Summary
- We ship mainly via UPS, sometimes DHL.
- You receive a tracking number after dispatch.
- If delayed: contact us; we open a carrier inquiry and update you. You may request escalation, or—if confirmed lost—reshipment or refund.
- If confirmed lost: reship or refund.
- If refused/not collected: refund may be reduced by carrier charges; hygiene rules apply if opened.
1. Carriers
We ship hair extensions using:
- UPS (primary)
- DHL (when needed based on destination/service)
2. Order processing time
Orders are typically processed within 1–3 business days after payment confirmation. During peak periods, processing may take longer.
3. Delivery estimates
Transit time depends on destination, service level, customs, and carrier operations. Delivery times are estimates and not guaranteed:
- Kosovo: 1–3 business days
- Europe: 3–7 business days
- International: 7–14 business days
Delays can occur due to customs procedures, peak season, weather, or carrier network disruptions.
4. Shipping costs
Shipping cost is calculated and shown at checkout based on destination, weight/volume, and service level.
5. Tracking
When your package is handed to UPS/DHL, we provide a tracking number. Tracking updates are managed by the carrier.
6. Address accuracy & failed deliveries
You must provide a correct delivery address and reachable phone number. If a package is returned due to:
- incorrect/incomplete address, or
- repeated failed delivery attempts / recipient unavailable,
you may be responsible for re-shipping costs.
7. Customs, duties, and import taxes
For international shipments, customs duties/taxes/fees may apply and are typically paid by the recipient unless stated otherwise at checkout.
8. Delivery delays — what to do & what you can request
If tracking shows a delay:
Step 1: Email contact@triosalon.net with your order number + tracking number.
Step 2: We will open a carrier inquiry/trace (UPS/DHL) and request updated ETA, delivery attempt details, or hold reason (e.g., customs).
Your rights/options in delay situations
Depending on the carrier status and circumstances, you may:
- request a formal escalation/inquiry through us, and receive updates;
- request a delivery re-attempt, hold-for-pickup, or address correction (where the carrier allows);
- if the shipment is confirmed lost after investigation (Section 9), request reshipment or refund.
If the delay is caused by customs requirements or unpaid import fees, the recipient must resolve it with customs/carrier.
9. Lost shipment policy
A shipment is treated as lost when the carrier confirms loss after investigation.
Process:
- You notify TRIO with tracking details
- TRIO opens a formal investigation with UPS/DHL
- If confirmed lost, TRIO offers:
- Reshipment (if in stock), or
- Refund (if reshipment is not possible or you choose refund)
Refunds are made to the original payment method unless otherwise agreed.
10. Refused delivery / not collected / return to sender
If you refuse delivery or do not collect the shipment and it returns to us:
- We may refund the order minus actual shipping/return charges and non-recoverable carrier fees.
- If the returned product is opened/unsealed, a change-of-mind refund may be refused due to hygiene rules (see Refund Policy).