Shipping Policy
Shipping Methods & Delivery Time
Expedited shipping typically takes 4–7 business days, while standard shipping takes approximately 15–20 business days.
Orders are typically processed within 12–24 business hours (Monday–Friday), with shipments dispatched before 11:00 AM PST. Orders placed on weekends will be processed on the next business day. In some cases, orders flagged for fraud or address verification may require additional processing time.
We ship via DHL, FedEx, CNE, UPS, and USPS depending on the destination and selected service. Please note that certain handcrafted or pre-sale items may require 4–6 weeks of production time before shipment.
All shipments include tracking information, and a confirmation email will be sent once your order is dispatched. Tracking updates may take a few hours to appear after shipment.
For some orders shipped via USPS or UPS, packages may first be sent in bulk to our California consolidation hub before entering the domestic delivery network. During this stage, tracking updates may temporarily not appear. This does not mean your order has not been shipped, but rather that it is in transit to the hub. Once the package arrives, tracking will resume as normal.
Please note:
- Orders cannot be canceled once they have entered transit
- We do not ship to P.O. Boxes (including international P.O. Boxes)
- A valid street address must be provided at checkout
Address Accuracy & Order Changes
Please ensure that your shipping information is accurate at checkout. Due to our fast processing times, the window to cancel or modify orders, including shipping address changes, is very limited.
If any changes are needed, please contact us immediately at service@moresoo.com. While we will do our best to assist, changes cannot be guaranteed once the order has been placed.
Important Delivery Notice
Once tracking shows the package as delivered, we recommend retrieving it as soon as possible.
If your package is not received, please contact us within 7 days of delivery. After this timeframe, courier investigations become significantly more difficult.
Please note:
- Orders shipped to incorrect addresses provided by the customer are not eligible for replacement or refund
- Import duties and taxes, if applicable, are the responsibility of the customer
Shipping Insurance
Shipping Insurance is an optional add-on designed to protect your order during transit. It currently covers packages that are lost in transit, but does not cover theft after delivery, incorrect or incomplete shipping addresses, or delivery delays without confirmed loss.
This service applies to orders shipped directly by Moresoo Hair, with a total order value of up to $1,000, and is available in eligible regions such as the United States.
To submit a claim, requests must be made no earlier than 7 days after the expected delivery date and within 30 days of the last tracking update. Customers may be required to provide order details, proof of purchase, and tracking information to support the claim.
In addition, customers are expected to cooperate with the shipping carrier (such as UPS, USPS, or FedEx) during the investigation process. This may include confirming delivery status, filing a missing package report, or providing additional information if requested. Failure to cooperate with the carrier may result in the claim being denied.
A package will only be considered lost if the carrier confirms it as lost, or if the tracking shows no delivery and no movement within a reasonable timeframe.
If a claim is approved, we will offer either a free replacement or a refund of the product value. Please note that the Shipping Insurance fee itself is non-refundable under all circumstances.
Claims submitted outside of the required timeframe will not be accepted. If a lost item is replaced or refunded and is later recovered, it will become the property of Moresoo Hair. We reserve the right to update or modify these terms at any time.
For any questions regarding shipping or claims, please contact us at service@moresoo.com