Shipping policy
Effective date: October 23, 2026. This policy applies to new US website orders from Moana Hair, operated by Happy Hair Factory USA Inc. It does not reduce promises made for earlier orders.
1. Standard US shipping rates
For the contiguous 48 US states and Washington, DC:
- Free standard shipping on an eligible subtotal of $99 or more.
- $12 standard shipping on an eligible subtotal below $99.
The eligible subtotal is the combined price of products and custom wig-making service fees after discounts, excluding taxes and shipping charges.
For Alaska, Hawaii, US territories and APO/FPO/DPO military addresses, contact info@moanahair.com before ordering to confirm availability, shipping costs and estimated timing. These destinations do not automatically qualify for the rates above. This policy does not establish shipping availability or rates for other destinations.
2. Processing of in-stock, non-custom products
In-stock, non-custom products, including crochet hair, are handed to the carrier within 1–2 business days after payment is confirmed. Orders received on a non-business day begin processing on the next business day.
If payment, address or necessary order details need clarification, we will contact you and explain any effect on the dispatch date.
3. Custom orders and mixed orders
Custom wigs are completed and handed to the carrier within 1–2 business days after all specifications are approved, required payment is received and all production materials are ready. For customer-supplied hair, materials are ready only after we receive and confirm that they can be used for the requested work.
When an order includes both in-stock and custom items, we ship them together after the custom items are completed. There is no additional split-shipment fee.
4. Estimated transit time
After carrier acceptance, standard transit to the contiguous 48 US states and Washington, DC is estimated at 2–3 business days. Transit is separate from processing or production time. An ordinary in-stock order therefore typically takes approximately 3–5 business days in total.
Transit times are estimates, not guaranteed arrival dates. Weather, holidays and carrier disruptions can cause delays. Do not rely solely on an estimate when arranging an appointment or event that cannot be changed.
5. Tracking
We send tracking information using the contact details provided with your order. Label creation does not mean the carrier has received your parcel; tracking updates depend on carrier scans. Contact us if tracking stops updating for an extended period.
6. If we cannot ship on time
If we cannot dispatch within the promised period, we will notify you before that period expires and provide a revised estimated dispatch date. You may expressly agree to the delay or cancel the unshipped portion free of charge for an appropriate refund, including applicable shipping and taxes.
This also applies to custom orders. We do not treat silence as permission for an indefinite delay. Where legally required consent is not obtained, we cancel and refund in accordance with applicable requirements.
7. Lost, misdelivered or missing parcels
We investigate suspected loss or misdelivery with the carrier. If carrier loss or delivery to the wrong address is verified, you may choose a free replacement or a refund. If the entire order is lost, we also refund the original outbound shipping charge.
If tracking shows delivery but you have not received the parcel, contact us promptly and check with household members, property management, mailrooms and nearby delivery locations. We review the address and reasonably available delivery evidence with the carrier. A delivered scan does not automatically prove carrier loss, and we do not automatically reject a reasonable investigation solely because tracking shows delivery. The verified circumstances and applicable law determine the remedy.
8. Incorrect or incomplete customer addresses
Check your address before payment and contact us immediately if it needs correction. We will assist where a change is possible before dispatch.
If a parcel is returned because you supplied an incorrect or incomplete address, you may pay the actual reshipping cost. For a non-custom product returned to us, you may instead request a refund after inspection, less reasonable, actually incurred and unrecoverable transport costs caused by that address error. We charge no additional handling fee. Custom-order cancellation and return restrictions still apply.
This address-error rule does not apply to mistakes made by us or the carrier. It is separate from ordinary change-of-mind returns: we do not charge back the original outbound shipping on a normal free-shipping return.
9. Shipping damage and returns
For damage discoverable on receipt, contact us within 3 calendar days and retain the packaging and shipping label. Our Returns, Refunds and Cancellations Policy governs return eligibility, refunds and related charges. Hidden defects and mandatory consumer rights are not automatically excluded by the reporting request.
10. Business days and special arrangements
Business days are Monday through Friday, excluding US federal holidays, calculated in US Pacific Time.
This policy does not promise expedited shipping, same-day delivery, Uber delivery or a particular carrier. Any special arrangement must be confirmed by us in writing before payment, including price, coverage and estimated timing.
Contact: info@moanahair.com.