Can I order by phone?
Yes, you may place an order by phone for delivery to your credit card billing address. Call us at 1-888-247-2083 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 orders and request for merchandise returns may be recorded for training or order verification purposes.
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 Paypal, select 'phone order' as your payment method. A Paypal invoice will be sent to you and your order will be processed as soon as the payment is confirmed. An email address is required for online orders. If you do not have an email, you can place your order by phone (1-888-247-2083).
The shopping cart system is designed to confirm and process credit card orders and to generate order receipts automatically. In order to place an online order, you must check the box indicating you have read the Terms and Conditions of sale. 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!
To fax your order, write the credit card billing information on the space on your online order receipt and fax it to us at
How do I make color selections?
A collection of color swatches are listed with every product. These are digitized colors and can vary depending on the computer type and monitor setting. Online color swatches are helpful and will give you a good idea of the color or color range of an item. Color rings are a better way to match for color keeping in mind that human hair colors will always vary and are not the same in all brands. Consider purchasing a hair color ring if you are uncomfortable using the online color swatches.
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.
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 Fedex and UPS package tracking system provides the date the package is expected to deliver. The USPS has packaging tracking services which allows you to check your package in transit. To track a package go to UPS.COM, Fedex or USPS and enter your shipment tracking number in the space for 'package tracking'.
PACKAGE EXCEPTIONS - Package exceptions occur when deliveries cannot be made or when deliveries are delayed. Delivery address errors are the main cause of delivery exceptions. Please check your order carefully to insure that the address information is correct.
NEXT DAY SHIPMENTS - UPS NEXT DAY SERVICE is not available for every location and does not normally 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. Hair adhesives and removers can only be shipped by ground. We use a specialized shipping service for shipments that can only be sent by air. This service is available at an additional cost. Please call us for a quote.
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.
SIGNATURE REQUIRED DELIVERY SERVICES - To combat the ever-growing problem of package theft, all shipments with a value of $150 or more are shipped with signature required services. If you will not be available to sign for your package, you can request package pick-up with Fedex or UPS store. UPS and Fedex will generally make two efforts for delivery and will leave a notice for you. If you would like to pickup at a store location, call the courier and request in-store pickup service. You will need your shipment tracking number. Package pickup service is not available for packages shipped via the United States Postal Service. You can also waive the signature required service. To do this, put a note in the comments section of your online order. We will ship the item without signature required. All couriers have online tracking services. If you waive the signature required service, we accept no responsibility for package theft, loss, or damage.
NO SIGNATURE AVAILABLE PACKAGE RETURNS - Please anticipate the delivery of your package. UPS and Fedex package tracking information provides the date the item is expected to deliver. Not all packages require a signature. For those that do, please anticipate the delivery and if necessary, arrange for package pickup to avoid having the package returned to us. Fedex and UPS 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.
I did not receive a receipt with my shipment.
For security reasons and to expedite the handling of shipments, printed receipts are not sent in packages. The online shopping cart will automatically generate your order receipt and send it to you via the email address you provided. Customers who do not use email can place orders by phone. In this case, a printed copy of the order receipt will be mailed to the address provided. Please check the email address provided and review the item(s) ordered to make sure you have ordered the correct item(s). y
Do you ship to international locations?
We ship to all locations where UPS, Fedex or USPS services are available.
Important! Please read the information for International Shipments.
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.
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 refunds. 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.
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 credit card refunds except in cases of shipping errors. Merchandise Coupon Credit is provided for all eligible returns. The coupon credit may be used toward the purchase of any item sold on our site. A 15% restock fee applies to all merchandise returns. No credit is given for shipping charges.
We allow returns on regular retail packaged and sealed wigs and hair extensions products in basic stock colors (#1, #1B, #2 and #4). All other colors are considered non-stock colors and may not be returned. Hair color rings are available for stock colors and many of our Professional and Specialty hair brands. If you are unfamiliar with the colors in a particular product line, consider purchasing a hair color before ordering.
Professional and specialty products are intended for licensed professionals. These products are made for salon styling which might include cutting, coloring etc. Professional and specialty hair products are not usually packaged for retail handling and may not have the customary product seals. For this reason, we do NOT accept PROFESSIONAL SALON OR SPECIALTY PRODUCT RETURNS.
Wigs and hairpieces are personal items. Since we cannot monitor the wearing of protective head covering, we must adhere to a strict policy with regard to product returns. This is a necessary health precaution intended to prevent the return and restocking of merchandise that has been tried on, worn, handled, combed cut, etc.
Items that may NOT be returned include: All hair products in non-stock colors, custom extensions and wigs, pre-glued extensions, skin weft extensions, full lace wigs, lace front wigs, handmade wigs, closure pieces, top pieces, hand tied extensions, Clip on Hair pieces, professional and specialty hair items, hair bonding products, books, and accessories.
Do not send blind returns (unapproved merchandise returns). All returns must be pre-approved and shipped to a designated location. All items sent to us must be new in sealed packaging, unopened and unaltered with all factory packaging. The RMA will have all the information required to return the item. We accept no responsibility for unapproved merchandise returns.
Most hair items are packaged in a manner that allows you to confirm the item via product labeling and view the item itself with breaking the product seals. Please inspect your order carefully before removing the factory packaging. We 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.
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.
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 on regular item. 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. Custom orders usually take 30-35 business day for production and are usually billed when the order is sent to production.
If you have questions concerning authorization holds, please call your bank.
I would like more information about your company.
We are long-standing members of the Phoenix, Arizona BBB. Information on our return policy is a matter of record with the BBB and Merchant Credit Card Service providers. For more information about our company, visit the BBB website at www.phoenix.bbb.org.