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Toll Free: 1-888-247-2083

 

Questions and Answers

Payment Options:

We accept visa, Mastercard, Discover and American Express credit and debit cards. We also accept MoneyGram payment. Please call us to make a MoneyGram payment.

Credit Card Payment:

Select the credit card you will be using from the drop down option on the "Checkout" Page

We do not accept personal checks, money orders or COD payment.

WE TAKE CREDIT CARD FRAUD SERIOUSLY!

We verify credit card information with the credit card provider. If your order is shipping to an address that is different than your credit card billing address, additional verification steps will be required and your order may be delayed or canceled. If credit card fraud has been detected, local law enforcement agencies may be contacted.

We participate in Verified by Visa and MasterCard SecureCode. Registering your credit card for online shopping adds an additional layer of protection. Not all banks participate in the Visa and MasterCard verification programs. Check with your credit card provider for more information.

International Credit Card Customers:

We are a Verified by Visa and Mastercard SecureCode participating merchant. Verified by Visa and MasterCard SecureCode adds an additional layer of protection and allows us to offer package delivery to alternative domestic addresses and to international addresses without additional delays. If you are using a credit card for internet shopping outside your country, we would recommend you consider registering your card. Check with your bank for more detailed information about the Verified by Visa and Mastercared Securecode program.

WHEN REGISTERING YOUR CREDIT CARD FOR VERIFIED BY VISA OR MASTERCARD SECURECODE, MAKE SURE YOU ARE ON THE OFFICIAL SITE! CALL YOUR BANK IF YOU ARE UNSURE
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Can I order by phone?

Yes, you may place an order by phone for delivery to your credit card billing address. CAll us toll free at 1-888-247-2083 (from within the US) or at 1-480-753-3234 to place your order by phone. Our business hours are Monday through Friday from 8:00am to 5:00pm MST. If you are calling during non-business hours, please leave your contact information. We will contact you on our next business day. Phone order and merchandise return request may be recorded for training or order verification purposes.

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How do I place an online order?

To place an online order, add the item(s) you want to the shopping cart. If you have coupons, locate the space for coupons at the bottom of the page and enter your coupon code. When you are done shopping, click the "checkout" button on the right side of the shopping cart. The system will ask you to select an order payment method. If you select credit card as your payment option, you will be asked to provide your credit card information. If you are planning to pay by another method other than credit card, select any of the other listed payment options.

The shopping cart system is designed to confirm and process credit card orders and to generate order receipts automatically. All orders are confirmed by email to the address you provide. Please check this information to make sure you have entered the correct email, billing and shipping address. Phone orders are also confirmed via email so have your email address handy when placing a phone order. Orders are generally processed the next business day. RUSH NEXT DAY orders for IN STOCK MERCHANDISE received before 11:00am EST will be processed the same business day. If a RUSH order is received after the 11:00am EST cut-off, it will be processed the next business day.

The 11:00am EST same day shipping cut-off applies to orders shipping via UPS or Fedex Next Day Only!

For security reasons and to expedite the handling and processing of orders, all order receipts are sent via email - we do not normally include printed customer information in the package. Order receipts are sent electronically at the time the order is submitted to us. Check your mail and print your online order receipt. Check the order to insure that you have ordered the correct item(s). If you do not have a printer or cannot print your receipt please feel free to give us a call. We will be happy to mail a copy of your receipt.

To fax your order, write the credit card billing information on the space on your online order receipt and fax it to us at 1-602-532-7039.


How do I make changes to my order?

Please be aware of the process involved in shipping merchandise via courier. While we try to accommodate requests for order changes, we are not always able to stop a shipment in progress. If you have made an error or would like to change an item, please call us immediately so we can check the status of your order and determine whether or not changes can be made. You must call us to make an order change, EMAIL REQUEST FOR ORDER CHANGES ARE NOT ACCEPTED.
 
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When will my ordered be delivered?

IMPORTANT NOTE! - UPS AND FEDEX DELIVERY TIMES ARE MEASURED IN BUSINESS DAYS. The shipment tracking number will be sent to you via email when the order ships. The date the package will be delivered will be posted in the shipment tracking information. To track a package go to UPS.COM OR Fedex.com and enter your shipment tracking number in the space for 'package tracking'.  For international shipments, we use UPS, Fedex and USPS Postal Service. You may track your package online by going to the couriers website and entering your shipment tracking number in the space provided. To track postal service shipments to international locations, go to usps.com.

PACKAGE EXCEPTIONS -  Package exceptions occur when deliveries cannot be made or when deliveries are delayed. Due to the increasing incidents of packages confirmed delivery by the courier but reported not received by the customer, we may require a signature for delivery.

NO SIGNATURE AVAILABLE PACKAGE RETURNS -  Please anticipate the delivery of your package. UPS and Fedex will make multiple attempts to deliver your package and will leave a notice of their visit.  If a signature is not available for delivery, the package will be returned to our warehouse. Packages returned to us due to "no signature available" are considered unauthorized returns. If your order is returned to us and you want to have the item reshipped, you must request a reship. We will reship the order for the cost of shipping - no handling fee will be billed. If you decide not to reship, the order will be canceled and the items restocked. A 25% restock fee plus the cost of shipping will be billed on all unauthorized restock returns.

NEXT DAY SHIPMENTS  - UPS NEXT DAY SERVICE does not include weekend days in the normal delivery schedule. NEXT DAY ORDERS received after 11:00am Eastern Standard Time will be shipped the next business day. For extended Holiday weekends which sometime include Monday, the Next Day order will be processed on the next business day.

SATURDAY DELIVERY SERVICE  (USA ONLY) - Saturday is not a regular delivery day for UPS. This service must be requested by the customer and may not be available in all areas. For Saturday delivery service in the USA, you must select Next Day Service as you reshipping option and your must be received on Friday before 11:00am Eastern Standard Time. There is an additional $12.00 fee for Saturday Delivery. If your order is received after the 11:00am Eastern Standard Time cut-off, it will be shipped on Monday or our next business day.

UPS 2 DAY AND UPS 3 DAY -  Orders shipping via either of these shipping options will be shipped on our next business day. Orders coming in over the weekend are treated as having arrived on Monday or in the case of extended holiday weekends, our next business day. In this case, the order will be processed the next business day.

GROUND SHIPMENTS - In stock merchandise shipping via ground will generally ship in 1-2 business days.

Orders received on Friday will normally ship on Monday or Tuesday.  Saturday deliveries are only available with the Next Day Delivery option.

For more information on UPS delivery times and shipping holidays, please visit www.ups.com.

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I did not receive a receipt with my shipment.

For security reasons and to expedite shipping, we no longer include printed receipts with the shipments. The online shopping cart will automatically generate your order receipt and send it to you via the email address you provided. If you do not have an email, we will mail a copy of your receipt.
 

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Do you ship to international locations?

We ship to all locations where UPS or Fedex courier services are available.

Important! Please read the information for International Shipments.

For International orders, selects UPS Worldwide Expedited or UPS Worldwide Express as your shipping option. The shopping cart will calculate the cost to your address via your selected shipping method.

To avoid shipment delays, use Visa Verify or Mastercard Securecode when placing your order. If you cannot use the Visa or Mastercard verification service (not all banks participate in this program),  please fax a copy of your credit card statement (address section only please) to us at +1-602-532-7039.

If you are buying in large commercial quantities (orders over $2,000), please contact us directly. Please add (2-3) additional business days to the normal delivery time on all international orders. The additional time is needed to process the customs documentation required by most governments.

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What do I need to know about International Shipments?

International shipments are subject to specific Terms and Conditions of Sale.

Customs laws vary among countries. Most countries require invoices to be sent with shipment for customs clearance.
The order invoice is the only information that can or will be sent with your shipment.

A $10.00 documentation fee has been included with your shipping cost. Some governments require the payment of additional taxes or duties for customs clearance. Customs taxes and other government fees are not included in your shipping cost. It is the customer's responsibility to provide customs officials with tax identification information when requested and to pay all applicable taxes and fees. Packages which cannot be delivered due to customs or address problems may or may not be returned to us. Credit will not be issued for packages abandoned in customs
or for merchandise that has been returned to us without a RMA (return merchandise authorization.)


Lost packages are insured with the shipper. In the case of a lost shipment, we will reship the order within 15 days of filing a claim with the shipper. Packages left unclaimed in customs are usually not returned to us so it is important that international customers anticipate delivery of the order and if necessary, contact their customs agency to arrange for package pickup.

The exchange policy for international customers is the same as for domestic customers. We do not process refund. Returns are allowed on qualifying merchandise. All returns require a RMA (return merchandise authorization).  Please refer to the Terms and Conditions of Sale for more information on exchanges. A 15% restock fee applies to all returns.

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I ordered the wrong item/color. What can I Do?

As in retail stores, ALL SALES ARE FINAL!  There are no exceptions to this policy. We do not process cash refunds except in the case of shipping errors. We allow returns on regular hair extensions and wig items in stock colors
(#1, #1B, #2 and #4). All other colors are considered non-stock colors and may not be returned. PROFESSIONAL AND SPECIALTY PRODUCTS which include:  custom extensions and wigs, preglued extensions, skin weft extensions, lace wigs, lace front wigs, handmade wigs, closure pieces, top pieces, hand tied extensions, Bohyme and Virgin hair, hair bonding products, books, and accessories may  not be returned.

Due to the personal nature of the products we sell, we must adhere to a strict policy with regard to product returns. This prevents the restocking of contaminated merchandise.

 All returns must be pre-approved and all items sent to us must be new in sealed packaging, unopened and unaltered. Most hair items are packaged in clear packaging which allows you to confirm the item via product labeling and to view the item itself with product seals intact. Inspect your shipment before removing any of the tags or packaging. We cannot and will not accept hair merchandise with broken product seals, merchandise that has been used, worn, tried on, or items that were returned in packaging that has been altered.

Click here for more detailed information on returns and other Terms and Conditions of Sale.

The information above is a matter of record with the BBB and your credit card service provider. Please read our return policy before making your selections.

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I canceled my order. Why has my card been charged?

Many people (including those who work at banks) are confused by this. Occasionally, we encounter situations where a canceled order appears to have been billed.  These types of problems are experienced by all merchants who accept credit cards.

Here's how it works.

We do not actually charge your credit card until we ship your order. When you place an order, our system obtains an AUTHORIZATION for billing from your credit card bank. Your bank then places a "hold" on your account for the amount of the authorization. No money is actually transferred until the order is shipped. In the event we are unable to ship the order, we will release authorization hold. This usually results in the funds being immediately available for use. However, banks are different and some authorization releases are not done instantaneously.

 If you have questions concerning authorization holds, please call you bank.

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We are long standing members of the Better Business Bureau of Phoenix Arizona. For information on our membership status, please contact them at www.phoenix.bbb.org

 

 

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