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shipping and delivery & return policy

 

Processing Time

 

At the moment all orders are running on a 1-2 business day processing/production time (3-5 business days during sale/holiday time frames). Please note that weekends and holidays do not count as business days. Once your order is processed you will receive an email notification that it has been shipped. You have up to 24 hours after placing your order to cancel. Cancellation requests submitted after 24 hours will not be granted.

 


Shipping Rates
& Delivery Time

 

**SIGNATURE DELIVERY CONFIRMATION IS REQUIRED FOR EVERY USPS U.S. DOMESTIC & FEDEX STANDARD OVERNIGHT ORDER**

USPS U.S. Domestic Orders (1-3 business days after processing time)

We use USPS Priority Mail on all orders placed within the United States and charge a $10 flat rate to ship all orders. You have up to 24 hours after placing your order to cancel. Cancellation requests submitted after 24 hours will not be granted. Orders shipping to PO Boxes and FPO/APO addresses must ship via USPS Priority Mail. Please note that we are not responsible for any shipping/delivery delays. We encourage our customers to allow ample time for delivery due to unplanned delays such as inclement weather, holidays, natural disasters, or courier delays. If your order has already shipped and you contact us with an address change, you are responsible for the additional shipping charges. Abandoned and refused packages will not be refunded. Please note, that packages returned to sender due to inability to sign or retrieve from post office will result in additional shipping charges. Also note, that it is the responsibility of the buyer to make sure that he or she enters the shipping address correctly.

 

USPS International Orders

Canada, UK and U.S. Territories (3-5 Business Days after processing time)
Rest of the world (6-10 Business Days after processing time)

We use USPS Priority Mail Express on all international shipments and charge a flat rate of $45 on all orders.

Orders shipped outside of the U.S. may be subject to customs fees or duties. Please consult with your local customs agency for more information prior to ordering. If applicable, you will be required to pay such fees to receive your package.

Please note that some shipments may experience delays due to the customs clearance process. We encourage our customers to allow ample time for delivery due to unplanned delays such as inclement weather, holidays, natural disasters, slow-to-ship country rates or courier delays. Also note, that it is the responsibility of the buyer to make sure that he or she enters the shipping address correctly.

 

USPS Priority Mail APO/FPO/DPO orders (3-5 Business Days after processing time)

We ship to our military service members and diplomatic personnel overseas at a flat rate of $10, however there are very specific guidelines to follow when filling out the address field:

  1. Type out the service member’s full name in the address*
  2. Include the unit and APO/FPO/DPO (Air/Army Post Office™, Fleet Post Office or Diplomatic Post Office) address with the 9-digit ZIP Code™ (if one is assigned).

Example:
CPT JANE DOE
UNIT 2044 BOX 4180
APO AP 93878-2061

 

FedEx Standard Overnight

FedEx Standard Overnight offers next business day delivery by 3:00pm to most U.S. addresses, by 4:30pm to rural areas and by 8:00pm to residences. Please note that Saturday-Sunday delivery is not available with this shipping option. Orders shipped out on Friday, will be delivered on Monday. FedEx will not deliver to PO Boxes, APO/FPO addresses, or International Addresses.

**FedEx Standard Overnight orders placed before 12:00pm EST will be processed and shipped out the same day. Please note that same-day processing is only available Monday-Friday with FedEx Standard Overnight delivery. If you select overnight shipping Monday-Friday after 12:00pm EST, your order will be processed and shipped the following business day. If you select overnight shipping Saturday-Sunday, it will be processed and shipped out on Monday.

 


RETURN POLICY

 

Our team is fully committed to ensuring customer satisfaction, and keeps your happiness our top priority. Each bundle has been cared for by one of our natural hair specialists to ensure its quality before being sent to you. However, if for any reason you are not satisfied with our product(s) please contact our customer care team immediately at customercare@heatfreehair.com.

 

Returns

We do not offer refunds on our products, but would be glad to offer you an exchange or store credit within the first seven (7) days of receipt of your order if you receive a product that you believe is defective. Within the first 7 days of receipt, please email customercare@heatfreehair.com and one of our customer service representatives will assist with the issue. Please note that before any exchange, store credit or replacement hair is honored, we must receive the hair back in our possession to inspect and determine its quality. We reserve all rights to decide whether the product(s) are in fact defective. We do not offer refunds, replacements or exchanges if you process the hair in any manner (coloring, lifting, etc).

 

Exchanges

You are responsible for all shipping charges associated with an exchange if the correct item was received. Please note that issues concerning length and color variation of the hair are not valid reasons for an exchange. Please visit our length chart in the product shopping section to ensure that you are ordering the correct length of hair to achieve your style. We suggest that you take full advantage of all available resources i.e. photos, how-to-videos, FAQs and customer service team prior to placing your order. Products that have been untied, washed, installed, and/or tampered with are not eligible for an exchange therefore please examine each bundle while it is still tied and tagged to make sure you are satisfied with the product.

ALL PRODUCTS ELIGIBLE FOR EXCHANGE MUST BE RETURNED IN THE MANNER IN WHICH IT WAS RECEIVED AND IN ITS ORIGINAL PRODUCT PACKAGING:

BOX

SILK BAGS

WEFT TIES & HANG TIES ATTACHED