FAQs
Last Updated: July 24, 2026
Quick, plain answers to the questions we hear most. If you do not see yours, email support@trilumity.com and we will reply within 24 business hours.
Shipping & Delivery
How long does delivery take?
Handling takes 2–4 business days (Monday–Friday, order cut-off 6:00 PM Pacific, excluding US federal holidays). Transit takes 8–14 business days. In total, plan on 10–18 business days from your order date. Example: an order placed Friday, July 24, 2026 after the cut-off starts processing Monday, July 27, ships between July 28 and July 30, and typically arrives between August 7 and August 19, 2026.
How much is shipping?
Standard shipping is free on orders of $50 or more. Orders under $50 ship for a flat $7.99. We do not offer expedited shipping at this time.
Where do you ship?
We ship to all 50 US states, Washington DC, and US territories, as well as APO/FPO/DPO military addresses. We cannot ship to addresses outside the United States.
Why does my order ship from China?
Our products are made and stocked by our fulfillment partners in China, and orders ship from there via fast, tracked international lines. This is how we keep a wide catalog at fair prices, and we would rather tell you this plainly than hide it. Returns, however, are handled entirely in the United States at our returns facility in Texas.
When do I get tracking?
You will receive a tracking email within 24–48 hours of dispatch. Final delivery is made by USPS, UPS, or FedEx, selected automatically by the shipping line.
Customs & Duties
Will I pay customs or duties on delivery?
No. We ship on a Delivered Duty Paid (DDP) basis: all import duties and taxes are handled by us before your package reaches you. You owe nothing on delivery. If any courier asks you to pay a fee to release your package, do not pay it — email support@trilumity.com immediately and we will resolve it with the carrier.
What if a courier asks me to pay a fee?
Refuse the charge politely, note the courier company and any reference number, and email us right away. A fee request on a DDP shipment is an error on the carrier's side, and paying it makes it harder to recover your money. We will sort it out directly with the carrier.
Returns & Refunds
What is your return window?
You have 30 days from the delivery date to start a return. Items must be unused and unworn, with original tags and packaging intact; wigs must have the lace uncut and unaltered; hygiene seals must be intact where applicable. There is a $0 restocking fee.
Do I return items to China?
No — never. All returns go to our returns facility at 602 Fountain Parkway Suite B, Grand Prairie, TX 75050, USA. An RMA is required first: email support@trilumity.com within 30 days of delivery to get your return authorization, then write the RMA number on the outside of the package. Do not ship returns to China, and do not ship them to our Denver administrative address — packages sent to either place cannot be processed.
What if my item arrives damaged, defective, or wrong?
Report it within 48 hours of delivery with photos. We cover everything at no cost to you: a prepaid return label if a return is needed (often it is not), plus a replacement or a full refund — your choice.
How fast are refunds?
Refunds go to your original payment method within 5–7 business days after we receive and inspect the return. Your bank may take another 3–10 business days to post the credit.
Can I cancel my order?
Yes — within 24 hours of purchase and before dispatch. Email support@trilumity.com with your order number as soon as possible.
Products & Sizing
How do I pick the right wig size?
Measure your head circumference and check the measurements listed on each product page, or see our Wig Size & Fit Guide. Because wigs are largely handmade, allow a tolerance of about ±1–2 cm on listed measurements.
How do press-on nail sizes work?
Each set includes multiple sizes per nail. Measure your nail beds and compare against the sizing chart on the product page or our Nail Size & Fit Guide. Kids' sets are sized smaller — the age range on kids' sets refers to sizing, and these products are purchased by adults.
Are your lashes and adhesives safe to use?
Our lashes are faux mink (synthetic). Lash adhesives and nail glues are cosmetic products: patch-test on skin 24 hours before first use, keep away from eyes' inner rim and from children, and discontinue use if irritation occurs. See our Disclaimer and Product Safety pages for details.
Will the color match my screen exactly?
Colors can vary slightly between screens and dye lots. We photograph products carefully, but small differences are normal and are not defects.
Payment & Support
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Apple Pay, and Google Pay. All prices are in USD. One-time payments only — no hidden fees and no subscriptions. Sales tax, where it applies, is calculated at checkout by shipping address and shown before you pay.
Why is there a small extra charge from my bank?
Some issuing banks add a foreign-transaction fee (around 3%) because our payment acquirer may process the charge outside the US. That fee is set by your bank, not by us. See our Payment Policy for details.
Why does nobody answer when I call?
Honest answer: our phone line, +1 (719) 345-1188, goes to a monitored voicemail box — there is no live answering desk, and we would rather say so plainly than pretend otherwise. Leave a message and we will call you back within 1 business day, Monday–Friday. For faster help, email support@trilumity.com; we reply within 24 business hours.