Processing, Shipping & Tracking
All orders are processed and shipped within 72 business hours Monday - Friday 9 am - 5 pm. Closed Holidays, Saturdays, and Sundays. A tracking number will be provided for each order. Be sure to create an account to keep track of all orders.
Instore pickup orders are available in 24 business hours or less. Monday - Friday 9 am - 5 pm. Closed Holidays, Saturdays, and Sundays. An notification will be sent once your order is ready for pickup.
Easy Returns & Exchanges
We want you to look awesome and be fully in love with your textured hair. But, if you are not happy with your purchase, please read below and we will do our best to create a happy experience for you.
Q. Do you offer refunds?
A. ALL SALES ARE FINAL, and we do not offer refunds. However, we want you to be happy. We will gladly offer an exchange or store credit within 7 days after of your tracking number delivery date. The products must be returned in the same (new) condition you received them in.
Q. What does "returned in the same (new) condition" mean?
A. This means the hair extensions have NOT been worn (used), washed, conditioned, installed, brushed, combed, curls separated/frizzed, colored, or bleached. The original ties have NOT been removed/cut. We will not do returns/exchanges on hair that has been altered in any form. No exceptions.
Q. Is there a restocking fee?
A. There will be a 10% restocking fee on all returns. All returns must be unopened and unaltered in new condition.
Q. Can I exchange an item for a new one?
A. If your item is in like-new condition, you may exchange your item for another item. You are responsible for any cost difference. If the item your original item costs less than the new item you wish to receive, you are responsible for the difference in cost and shipping. You will not be subject to a restocking fee in this case.
Q. Do I have to pay for shipping for my returns or exchanges?
A. You are responsible for the shipping cost of your returns or exchanges. Please email email@example.com with the order number and a photo of the unused item you wish to return. We recommend using a level of shipping that includes tracking when sending back your return. True + Pure Texture is not responsible for lost returns or exchanges. There will be a 10% restocking fee on returns.
Q. Should I contact you before returning my hair extensions?
A. Please contact us before sending your return or exchange. Returns with no prior contact will be denied because they must be noted in our systems to be accepted at our warehouse. There will be a 10% restocking fee on returns.
Q. How do I initiate a return or exchange?
A. To initiate a return or exchange, please email us at Info@trueandpuretexture.com. Please include your full name, order number, and the reason for the return.
Mail your returned item along with a signed letter with the order number stating the reason for your return and the receipt, to
True and Pure Texture Returns Department
3733 Southside Blvd, Ste 9 & 10
Jacksonville, Florida 32216-4656
If your item is in new condition, you may exchange your item for another. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping and any difference in price.
If you would like to cancel your order, you can do so provided that the order has not yet been shipped. Orders cannot be canceled once it has been processed and shipped.