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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, stolen after delivery or damaged on the way to you. If something goes wrong, we send a replacement without waiting on the carrier.
Every product is covered
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 your order for the part of the trip we do not control.
Your tracking stops moving and the package never shows up. Once it has been stalled for 5 business days, you can file a claim and we send a replacement.
Tracking says delivered and there is nothing at your door. Carriers do not cover a package after they mark it delivered. Package Protection does.
The box arrives crushed, torn open or wet and the hair inside is damaged. Send us photos and we replace what was damaged.
Not covered: 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 on the day something goes wrong.
Did you add Package Protection to your order?
A replacement ships as soon as your claim is approved
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 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.
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 | Your full order |
| $100 to $199.99 | $3.95 | Your full order |
| $200 to $349.99 | $5.95 | Your full order |
| $350 and up | $8.95 | Your full order |
Package Protection is never added to your cart automatically. The fee does not count toward the $120 free express shipping minimum, and discount codes do not apply to it.
Filing a claim
Four steps, all by email. Have your order number ready.
Start here
Open the tracking link in your shipping confirmation email. If it shows delivered, check with neighbors, your front office or mail room, and around your door. Carriers sometimes scan a package as delivered a little early.
Within 7 days of a delivered scan, or after 5 business days with no movement
Email help@mayvenn.com with your order number and what happened. For a damaged order, attach 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 tracking and your order details and reply by email. You do not need to contact FedEx or USPS yourself.
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.
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, marked delivered but not received, or damaged in shipping. If any of those happen, we ship a replacement, or refund the item if it is out of stock.
Check with neighbors, your front office or mail room first. If it has not turned up, email help@mayvenn.com within 7 days of the delivered scan. If your order has Package Protection, we ship a replacement once the claim is approved.
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, stolen after delivery or damaged in shipping.
Ready when you are
Add Package Protection in your cart and your order is covered from our door to yours.
