Last Updated: September 2026

At The Ella Experience, many of our products are prepared specifically for each order. We want you to know what to expect from the moment your order is placed through delivery.

Please review the processing timeframe listed on the applicable product page before purchasing. Order processing time and carrier shipping time are separate.

1. Order Processing Times

Processing begins after your order has been successfully placed and payment has been confirmed.

Our typical processing timeframes are as follows:

• Accessories and select in-stock products: 1–3 business days.
• Ready-to-Ship hair and wigs: 3–7 business days.
• Standard and Made-to-Order hair and wigs: 5–15 business days.
• Custom and Signature Units: 10–21 business days.

Business days are Monday through Friday, excluding weekends and observed holidays.

Processing time refers to the time required to prepare your order before it is transferred to the shipping carrier. For made-to-order and custom products, processing may include preparation, construction, customization, quality checks, and packaging.

Processing times are estimates and may vary depending on the product, order specifications, and production volume. Please refer to the applicable product page for the most accurate processing estimate.

2. Custom Orders

If you do not see the texture, color, density, cap size, construction, lace option, parting style, or other specification you want, additional custom options may be available.

Please contact our team before placing your order to discuss your desired specifications.

Custom pricing and processing times may vary depending on the complexity of the request.

Custom, Signature, personalized, and altered orders are final sale once production or customization has begun. These orders are not eligible for cancellation, returns, or refunds. Any exchange or store credit request remains subject to our applicable store policies.

3. Estimated Delivery

Your total delivery timeframe consists of order processing time plus carrier transit time.

For example, if a product requires 5–15 business days of processing, carrier transit begins only after the product has completed processing and has been shipped.

Once your order ships, you will receive a shipping confirmation containing tracking information.

Carrier delivery estimates are provided for reference only and are not guaranteed by The Ella Experience unless a specific delivery commitment has been expressly confirmed by our team in writing.

4. U.S. Shipping Only

The Ella Experience currently ships within the United States only. We do not offer international shipping at this time.

Orders submitted with an unsupported international shipping address cannot be fulfilled.

5. Complimentary Shipping

Complimentary standard U.S. shipping is available only on select qualifying orders over $200.

Not all products or orders qualify for complimentary shipping. Eligibility is determined by the applicable offer, product exclusions, and checkout terms.

If your order qualifies, the available complimentary shipping option will be displayed at checkout.

Expedited or upgraded shipping services, when available, may require an additional fee.

Selecting expedited shipping does not shorten product processing or production time. All orders remain subject to the applicable processing timeframe listed on the product page.

6. Ordering for an Event or Specific Date

If you are purchasing hair or a wig for a birthday, wedding, graduation, vacation, photoshoot, or another special event, we strongly recommend placing your order well in advance.

Processing and carrier delivery times may vary depending on the product and shipping circumstances.

The Ella Experience cannot guarantee delivery by a particular event date unless that commitment has been expressly confirmed by our team in writing.

Please consider both the applicable processing timeframe and estimated carrier transit time before placing your order.

7. Order Accuracy

Customers are responsible for reviewing their complete order before checkout.

Please carefully confirm your product selection, texture, length, color, density, cap size, construction, customization details, shipping address, email address, and phone number before submitting payment.

Once an order has been placed, changes may not be possible. Please review all selections carefully before completing your purchase.

8. Order Changes

If you notice an error after placing your order, contact us as soon as possible.

Depending on the order status, we may be able to assist with certain modifications before production begins. However, changes are not guaranteed, and requests may be declined once processing, production, or shipment preparation has begun.

Changes involving texture, color, density, length, cap size, construction, customization, or other specifications may require an additional charge.

Any approved modification remains subject to the availability of materials, production requirements, and our applicable store policies.

9. Order Cancellations

All orders are final once placed and cannot be canceled.

Many of our products begin processing shortly after purchase or are prepared specifically for each customer. For this reason, we do not accept cancellation requests after an order has been submitted.

Please review your selections, customization details, shipping address, and order total carefully before completing your purchase.

If you notice an error after ordering, contact our team promptly. Although cancellation is not available, we may be able to assist with certain modifications before production begins. Any modification is subject to approval and is not guaranteed.

This no-cancellation policy applies consistently across The Ella Experience website and is subject to applicable law.

10. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully review your full name, street address, apartment or unit number, city, state, and ZIP code before completing your purchase.

If you notice an address error after placing your order, contact us immediately. We cannot guarantee that an address can be corrected once processing or shipment preparation has begun.

The Ella Experience is not responsible for delivery issues resulting from incorrect or incomplete address information provided by the customer, subject to applicable law.

11. Tracking Your Order

Once your order ships, tracking information will be sent to the email address or phone number associated with your order, where applicable.

Please allow the shipping carrier time to register the first tracking scan. Tracking information may not update immediately after shipment.

We encourage customers to monitor their tracking information regularly after their order has shipped.

12. Carrier Delays

After a shipment has been transferred to the carrier, delivery may be affected by circumstances outside the direct control of The Ella Experience, including weather, transportation disruptions, carrier delays, seasonal shipping volume, and other logistical issues.

If your tracking stops updating or your shipment appears unusually delayed, please contact our customer support team.

We will review the available shipping information and help determine the appropriate next step. Carrier delays do not automatically qualify an order for cancellation, a refund, or other compensation.

13. Packages Marked as Delivered

If tracking shows your package as delivered but you cannot locate it, we recommend taking the following steps:

1. Check around your delivery location and any designated package drop-off areas.
2. Ask household members or neighbors whether they accepted the package.
3. Check with your front desk, mailroom, leasing office, or property management, if applicable.
4. Allow up to 24 hours in case the carrier scanned the shipment before final placement.
5. If the package remains missing, contact the carrier for additional delivery information.

Please also contact The Ella Experience so our team can review the available tracking information and assist where possible.

Carrier delivery confirmation may be considered evidence of completed delivery. However, we will make reasonable efforts to assist with delivery concerns. Any resolution will depend on the circumstances, available evidence, carrier findings, and applicable law.

14. Lost or Damaged Shipments

If your shipment appears lost in transit or arrives visibly damaged, please contact us promptly.

For damaged shipments, retain the product, original product packaging, shipping box or mailer, and shipping label. Clear photographs of the damage and packaging may also be requested to support a carrier investigation or resolution.

Please do not discard damaged packaging or related shipping materials until our team advises you that they are no longer needed.

We will review the available information and advise you of the appropriate next steps under our applicable policies.

15. Signature Confirmation

Signature confirmation may be required for certain high-value orders or used at our discretion as an additional delivery-security measure.

If a signature is required, someone must be available to accept the shipment in accordance with the carrier's requirements.

Failure to complete delivery because a required recipient is unavailable may result in additional delivery attempts, a delivery delay, or other procedures determined by the carrier.

16. Exchanges & Store Credit

The Ella Experience does not offer standard 30-day returns or refunds.

Eligible merchandise may qualify for an approved exchange or store credit in accordance with our existing Exchanges & Store Credit Policy.

Submitting or shipping an item back does not automatically guarantee approval. Returned merchandise must satisfy all applicable eligibility requirements and may be subject to inspection before an exchange or store credit is approved.

Custom, Signature, personalized, and altered orders are subject to the final-sale restrictions described in this policy and our applicable store policies.

Please review our Exchanges & Store Credit Policy before requesting an exchange or store credit.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.

17. Questions About Your Order

If you need assistance with processing, shipping, tracking, or delivery, please contact The Ella Experience through our official customer support channels.

For the fastest assistance, please include:

• Your full name.
• Your order number.
• The email address used at checkout.
• A brief description of your concern.

Our team will review your inquiry and assist you with the next appropriate steps.

Thank you for choosing The Ella Experience. We appreciate your trust in our brand and are committed to providing a clear and informed shopping experience.