Politique d’expédition

Effective Date: September 1, 2026

Hairloss.com ships hair replacement systems, hair units, accessories, professional products, and Probe devices to customers in the United States and eligible international destinations.

Shipping methods, charges, processing times, and responsibilities may vary depending on the product, destination, carrier, and whether the order contains New Image/On Rite products or Probe devices.

1. Order Processing

In-stock New Image and On Rite hair systems received by 4:00 p.m. EST are processed for same-day shipment using UPS service when Overnight or Florida Ground delivery is selected. If the order does not ship the same day under these conditions, the applicable shipping charge may be waived.

Orders placed on weekends or holidays are not processed or shipped until the next business day. If you place an order over the weekend, we will begin processing it on the next business day. Shipping and delivery estimates shown at checkout are based on the date the carrier receives the package, not the date the order is placed online.

For example, if an order is placed on Saturday and Overnight shipping is selected, the order will be processed on the next business day, and the Overnight delivery timeframe begins once the carrier receives the package.

Same-day shipping does not apply to delays caused by weekends or holidays, weather, carrier interruptions, incorrect or incomplete shipping information, payment issues, or other circumstances beyond our control. Shipping charges are non-refundable when delays result from circumstances outside our control.

Once your order has shipped, you will receive an email confirmation with tracking information.

2. Shipping Carriers and Service Levels

Our primary shipping carrier for New Image and On Rite products is UPS. Available UPS services may include:

Overnight
2nd-Day Air
3rd-Day Air
Ground

Customers may request an alternate carrier or service, including USPS Express Mail or FedEx.

Probe products may be shipped through FedEx or UPS, with available service levels including Overnight, 2nd-Day Air, 3rd-Day Air, and Ground.

Shipping availability and service levels may vary by product and destination.

3. United States Shipping

Shipping rates and estimated delivery times are calculated at checkout based on the selected shipping method and destination.

Please note that the estimated delivery timeframe begins when the carrier receives the package, not when the order is placed online. Orders placed on weekends or holidays will be processed on the next business day before being handed to the carrier.

Once your order has shipped, you will receive an email with tracking information so you can monitor your delivery.

Delivery dates provided at checkout are estimates and may be affected by carrier delays, weather, holidays, or other circumstances beyond Hairloss.com's control.

4. Shipping Charges and Handling Fees

All carrier-imposed shipping and insurance charges are the responsibility of the customer unless otherwise stated in a promotion or written agreement.

Shipping charges may be calculated based on the carrier's service level and dimensional weight.

For New Image and On Rite products:

A $6.25 handling fee per package applies.
Factory-direct shipments are subject to a $9.95 handling fee per package.
Hazardous-material shipments within the United States by air are subject to a $25.00 processing fee.
International hazardous-material shipments are subject to a $275.00 processing fee.

For Probe products:

A $5.85 handling fee per package may apply in addition to carrier shipping charges.
International customers are responsible for applicable duties, taxes, customs charges, and other import-related costs.

5. International Shipments

International orders may be subject to customs duties, import taxes, brokerage fees, and other charges imposed by the destination country. These charges are the responsibility of the customer.

For Probe devices, international shipments are made under DDU (Delivery Duties Unpaid) terms. The buyer is responsible for all applicable import duties, taxes, and customs fees.

Customs clearance may also cause delays beyond the estimated delivery time.

6. Probe Device Quality Inspection

Probe devices undergo a quality-control inspection before shipment. As a result, the manufacturer's box seal may be broken when the product is received. A broken seal does not mean the device is used or previously sold. Probe states that each device is inspected before shipment and is supplied as a brand-new item.

7. Reshipments, Redirects, and Refused Deliveries

Reshipped packages may incur additional freight charges.

Customers are responsible for fees charged by the carrier for redirecting a package to another address.

If a delivery is refused and must be reshipped, the customer is responsible for the original shipping and handling charges as well as any additional delivery charges.

8. Third-Party Shipping Companies

If a customer uses a third-party shipping company or independently arranged carrier, Hairloss.com and its applicable product suppliers are not responsible for loss, damage, delay, or other issues arising after the shipment is transferred to that third party.

Products must be paid in full before shipment when a third-party shipping company is used.

9. Transfer of Ownership

For New Image and On Rite products, goods are shipped FOB Place of Origin. Buyer ownership of the shipment transfers when the carrier picks up the goods for delivery.

10. Shipping Damage or Delivery Issues

Customers should inspect shipments promptly upon receipt and contact Hairloss.com as soon as possible regarding damaged, missing, or incorrect merchandise.

Where a carrier claim is required, customers may be asked to provide photographs, packaging information, tracking information, or other documentation necessary to investigate the claim.

11. Changes to Shipping Policy

Hairloss.com reserves the right to modify this Shipping Policy at any time. Changes become effective when posted on the website unless otherwise required by law.