Shipping, Returns & Refunds ,Shipping & Delivery.
For in-state customers we provide the following delivery methods: In Store Pickup, Curbside Pickup & Home Delivery.
Every time the status of your order changes, you will receive an email from our system titled ""Your International Multi Trade Co. Brand Name “IMTC Hair Factory” Order has been updated". You are also able to check your order status at any time by signing into your account on our website and clicking "Account" on the top right.
In Store Pickup and Curbside pickup is free of charge. While we do our best to process orders as soon as possible and try to fulfill pickup orders same day, please allow 24 to 36 hours processing during weekends and plan accordingly. Once order is ready your order status will change to "Ready for Pickup". Your order goes into this status only after it is fully packed, including perishable items. The only communication you will get from our end is one status change notification. Our system does not have the capability to send out reminders at the present time. It is the customers responsibility to pick up their order as soon as possible once order status is changed. We will not take responsibility for perishables that are not picked up within 24 hours.
Home delivery is an option for customers living within 30 miles from our store for a flat . Home deliveries within 10 miles from our store location will be processed & delivered in 1 to 3 days. Home deliveries outside of 10 miles can take 1 to 7 days to process. Once Home Delivery orders are processed and packed, the order will go into "Awaiting Shipment" status. Once your order leaves our store for delivery, your order will go into "Out for Delivery" status and from that time it will be delivered within 4 hours. Again, this is the only communication you will receive from us until 5 to 20 minutes before delivery when our delivery associate will give you a call letting you know that you will receive your delivery shortly. In order to stick to our delivery timeline, we ask that customers living in apartments, come and receive your deliveries promptly. Please also be advised that we will attempt delivery ONLY ONCE. If our first delivery attempt is a fail, customer will either need to pay for another delivery or come pick up at the store. If neither of those options work, order will be cancelled and the customer will be charged a cancellation fee (see below) AND a restocking fee of 25% of the order value.
Returns will be accepted up to 14 days after purchase for customers living in state. Any quality issues on products will need to be communicated within 2 hours of receiving the products and we will do our best to address issues in good faith.
Return window for out of state customers will be 21 days. Any quality issues on products will need to be communicated within 2 days of receiving the products and we will do our best to address issues in good faith.
Returnable goods should be returned within the return window in original packaging for a full refund. Return shipping fee will be customer responsibility unless the return is a result of the following error: Incorrect item was sent/packed.
Sometimes, we may be unable to fill your entire order due to products going out of stock. In those cases, we will refund you for the items that are not packed within 2 to 5 business days. If your refund is $20 and under we will refund to your online store credit so you can use this towards your next purchase. If refund is $20 and over, we will refund to your original method of payment. Once refund has been initiated on our end, your order status will update to "Partially Refunded" or "Refunded" (as the case may be) and you will receive an alert email.
We begin processing your orders as soon as they come in. So cancellations will incur a cancellation fee of $10 per order for orders under $100 and 10% of order total for orders $100 and over.
If your order contains produce and you cancel your order 24 hours or more after the status has been changed to "Ready for Pickup" your cancellation fee will be $10 plus Please understand that once you receive the "Ready for Pickup" email, your order is fully packed and placed in appropriate temperature environments and will not be handled again until you come for pickup. This means that if you fail to pickup within 24 hours we will not guarantee freshness of products.