Free express shipping on orders $120+
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Help & guides
4.9 stars from 5,500+ reviews. Every order is covered by our 30-day guarantee.
Optional order coverage
Add Package Protection in your cart and your order is covered if it is lost in transit or damaged on the way to you. It does not cover a package the carrier has marked as delivered. Once FedEx or USPS confirms delivery, you take it up with the carrier directly.
Every product is covered in transit
Packages marked delivered are not covered
If your FedEx or USPS tracking shows delivered, Package Protection does not apply and Mayvenn cannot reship or refund the order. That includes a package left at your door, mailbox, front desk, mail room or parcel locker, or with a neighbor, and any delivery backed by a carrier photo or GPS scan.
If you cannot find it, contact the carrier directly to open an investigation: FedEx at 1-800-463-3339, or a USPS Missing Mail search. If you think it was stolen, file a report with your local police as well.
What's covered
We pack every order with care and ship it from Atlanta. After that it is in the hands of FedEx or USPS. Package Protection covers the trip, and it ends the moment the carrier marks your package delivered.
Your tracking stops moving and the package never reaches you. Once tracking has shown no movement for 5 business days, file a claim and we send a replacement without waiting on the carrier.
The box arrives crushed, torn open or wet and the hair inside is damaged. Send us photos within 7 days of delivery and we replace what was damaged.
Once FedEx or USPS marks your package delivered, Package Protection ends. If you cannot find it, contact the carrier directly. We do not reship or refund packages the carrier shows as delivered.
Not covered: any package the carrier has marked as delivered, an incorrect address entered at checkout, packages that are refused or returned to sender, and returns. If you want to send hair back, that is the 30-day guarantee, and it applies to every order with or without Package Protection.
With and without
Package Protection is optional. Here is the difference it makes when a package goes missing before it is delivered.
Did you add Package Protection to your order?
For orders lost in transit or damaged in shipping
With Package Protection
One claim per order. File within 30 days of your ship date.
We resolve it once the carrier finishes its trace
Without Package Protection
We help with lost packages either way. Package Protection is what lets us skip the wait.
Package Protection has to be added in your cart before you check out. It cannot be added to an order after it is placed. With or without it, a package the carrier marks as delivered is handled by the carrier.
Pricing
The price is based on your order subtotal, before shipping and tax. You see it in your cart before you decide.
| Order subtotal | Package Protection | What it covers |
|---|---|---|
| Under $100 | $2.95 | Lost in transit or damaged in shipping |
| $100 to $199.99 | $3.95 | Lost in transit or damaged in shipping |
| $200 to $349.99 | $5.95 | Lost in transit or damaged in shipping |
| $350 and up | $8.95 | Lost in transit or damaged in shipping |
Package Protection is never added to your cart automatically. It does not cover packages marked delivered by the carrier. The fee does not count toward the $120 free express shipping minimum, and discount codes do not apply to it.
Filing a claim
Claims are for orders lost in transit or damaged in shipping. Have your order number ready.
Start here
Open the tracking link in your shipping confirmation email. If it shows delivered, Package Protection does not apply. Check with neighbors, your front office or mail room, and around your door, then contact the carrier directly: FedEx at 1-800-463-3339, or a USPS Missing Mail search.
Do not file a claim for a package marked delivered. It will be declined.
Lost: after 5 business days with no tracking movement. Damaged: within 7 days of delivery
Use the claim form below. Give us your order number and tell us what happened. For a damaged order, add photos of the box, the shipping label and the hair.
Do not wait past 30 days from your ship date. Claims close after that.
We check the carrier tracking on every claim and reply by email. Claims for packages the carrier shows as delivered are declined.
Signature required on delivery
Once your claim is approved we ship a replacement of the same hair. It goes out with signature confirmation so it lands in your hands. If something is out of stock, we refund that item to your original payment method.
One claim per order. Claims are for orders that included Package Protection at checkout. Packages marked delivered by the carrier are not eligible.
Claim form
For orders lost in transit or damaged in shipping only. If your tracking shows delivered, contact FedEx or USPS instead. We reply by email. If the form does not load, email help@mayvenn.com with your order number.
No. It is optional. You add it yourself in your cart, and it is never added automatically.
It is one flat fee per order based on your subtotal: $2.95 for orders under $100, $3.95 for $100 to $199.99, $5.95 for $200 to $349.99, and $8.95 for orders of $350 and up.
Orders that are lost in transit or damaged in shipping. If either happens, we ship a replacement, or refund the item if it is out of stock. It does not cover packages the carrier has marked as delivered.
No. Once FedEx or USPS marks a package delivered, Package Protection no longer applies, and Mayvenn cannot reship or refund it. That includes a delivery photo or GPS scan, and a package left at your door, mailbox, front desk, mail room or parcel locker, or with a neighbor. Check with neighbors and your front office or mail room first. If it has not turned up, contact the carrier directly to open an investigation: FedEx at 1-800-463-3339, or a USPS Missing Mail search. If you think it was stolen, file a police report too.
If your package is lost in transit, we still help. We open a trace with the carrier for you, and your order is resolved once the carrier finishes its investigation. Package Protection is what lets us skip that wait and reship right away.
No. It has to be added in your cart before you check out.
If your order is canceled before it ships, the fee is refunded with it. Once your order has shipped, the fee is not refundable, including when you return the hair.
No. Returns are separate and fall under the 30-day Mayvenn Guarantee, which applies to every order. Return shipping is paid by you.
No. Free express shipping starts at $120 of hair in your cart. The Package Protection fee does not count toward that, and discount codes do not apply to it.
No. It is a service from Mayvenn, not an insurance policy. You pay a small fee, and we take responsibility for replacing your order if it is lost in transit or damaged in shipping. It ends when the carrier marks your package delivered.
Ready when you are
Add Package Protection in your cart and your order is covered if it is lost or damaged on the way to you.
