We’re Here To Serve You.

We’re here to support you, both before and after purchase. Before submitting your question, comment or suggestion, read our FAQ’s page to see what other members of the Heat Free Hair beauty community want to know!

Holiday Sale FAQs

Finding the Perfect Hair

Installation & Maintenance

Purchasing, Shipping & Returns

Holiday Sale FAQs

When will my order be processed?

  • We want to make sure you get your curls on time! During a sale period, all orders are processed as they are received (yes, even on the weekends!). Because we are working hard to get your order to you as quickly as possible, once your order has been placed, we are not able to accommodate cancellations, edits, or updates to your order.

When will my order ship?

    • During sale periods, orders are shipped on a 3-5 business day schedule. When your order is shipped, you will receive an email with your tracking number. That tracking number will be updated with details when it has been received by the specific shipping carrier you chose at checkout (USPS or FedEx). 
    • If billing or address verification is needed, this can delay the processing of your order. 
    • If you choose a FedEx shipping option, your will still be processed in a 3- 5 business day window. FedEx delivery applies to business days only; Saturday/Sunday or holiday delivery is not applicable to this service.
    • Friday, 12/23 is a holiday for most carrier companies, so orders will be processed in a limited capacity; however, regular processing will resume on Monday, 12/26. 

    DISCLAIMER: All orders require a signature for delivery. Delivery estimates are applicable to the first delivery attempt only. Once the first delivery attempt has been made, please contact USPS directly for further assistance.

Where is my order?

    • If you have questions about the transit or delivery information for your order, please visit USPS.com or FedEx.com and enter the tracking number you were provided to get live tracking updates. 
    • DISCLAIMER: All orders require a signature for delivery. Delivery estimates are applicable to the first delivery attempt only. Once the first delivery attempt has been made, please contact USPS or FedEx directly for further assistance. 
    • Don’t forget to purchase Route Package Protection with your order! By purchasing shipping insurance at checkout, Route will quickly resolve issues for lost, damaged, or stolen packages.
    •  Heat Free Hair is not responsible for orders where Route Package Protection is deselected before checkout. 

    If it has been more than 10 business days since your order has shipped, please reach out to customercare@heatfreehair.com for further assistance or click here to file a claim with Route.

What is Route Package Protection?

  • Route is a third-party service that protects your package for up to 15 days (restrictions apply)  from the ship date if your package is lost, stolen, or damaged in transit. This is not mandatory, and you can opt-out of the coverage at checkout before submitting payment. If you choose to opt-out of coverage, Heat Free Hair is not responsible for your package, and you must contact USPS directly for assistance with any shipping issues/concerns.

    If an issue occurs with your package and you purchased Route, please click here within 15 days from your ship date to file a claim to receive a hassle-free refund or replacement.

Can I cancel my order?

  • Sale periods are very busy due to high order volume. During sale periods, we process all orders as they are received to ensure we ship orders as quickly as possible. This means we are unable to accommodate any cancellations once the order is placed.  

I accidentally ordered the wrong item, can I update my order?

    • During sale seasons, all orders are processed immediately, so, unfortunately, we are unable to accommodate any changes to an order after it has been placed. Before placing your order, feel free to reach out via at  customercare@heafreehair.com or by phone at 1-877-686-9044. We would be happy to help find the right product to ensure you get the right item the first time around! 
    • Also, be sure to take a look at our  YouTube channel or Instagram for detailed visuals on product information and care tips. 

I entered the wrong shipping address, what do I do?

  • Orders are being processed quickly! So, we are unable to edit or update shipping addresses once the order has been placed. We will make every effort to update your shipping address. Please send an email to customercare@heatfreehair.com immediately for assistance. 

    The customer is responsible for ensuring the correct shipping information is entered before processing their payment. Heat Free Hair is not responsible for any shipping costs or errors due to incorrect shipping information. 

The promo code is not working?

  • Try double-checking the spelling of the code. The promo code is CELEBRATE to save 25% off sitewide.

    If the code is still not working, please note that only one discount code can be used at once. Feel free to save your Rewards Points or other promotions for future orders! 

Can I use multiple discounts on a single purchase?

  • Only one promotion can be used at a time, so feel free to save your previous discounts and  Rewards Points for a future purchase! However, you are able to use a gift card and promotions at the same time.

Can I return or exchange my order?

  • If your order was placed during our 2022 Holiday Sale period (12/22/2022- 12/26/2022), all orders hair extensions, hair care product(s), and/or hair tool(s)are final sale if a discount is used, we are unable to accommodate any return/exchange requests.

My item is out of stock, can I receive the sale promotion when it is back in stock?

  • We are sorry that you were unable to get the product you wanted, but the promotion is only for products that are in stock and can not be applied to future orders. If you were unable to shop this time around, be sure to stay subscribed to our email list for future sales and promotions. 

I recently purchased a product, or I missed the sale. Can I still get the discount?

    • We are sorry to hear that you were unable to take advantage of our Holiday 2022 promotion! We are unable to apply discounts to orders that were placed outside of the sale period, but we encourage you to subscribe to our mailing list to be informed of future sales and promotions. 

Can I speak with someone from the customer care team?

  • The Heat Free Hair Customer Care office will be closed over 12/24-12/25. Regular customer service will resume Monday, 12/26/2022. We thank you for understanding while we allow time for our team to enjoy the holiday weekend!

Finding the Perfect Hair

Why Heat Free Hair?

  • Heat Free Hair offers 100% virgin hair extensions exclusively for natural textures. More than that, we offer a community of a women, who, like us, want to look beautiful wherever they are in their hair journey. The team behind Heat Free Hair is just like you - passionate about looking good and still feeling like themselves while wearing hair extensions. We’re committed to uncompromised quality in our products and promise to never sacrifice the integrity of our manufacturing for any kind of gain. Our hair has never been chemically altered to create the natural textures that suit you. We believe in both authenticity and innovation, and are constantly striving to meet you where you are along your journey to “beautiful.”

I’ve never worn hair extensions before. How do I know which Heat Free Hair product is right for me?

  • Enhancing your natural beauty can be a beautiful thing! TrueYou, our product finder tool, is designed to help you choose the right Heat Free Hair product based on your lifestyle, needs, curl type and desired look. We recommend starting here to narrow your selection down.

Which collection do you recommend if I have more than one curl pattern?

  • We recommend using the texture of the hair you plan to leave out as a marker for which Heat Free Hair collection to purchase. You can also use True You, our product finder tool, to help you make the best product selection.

Explain the different curl types again, please!

  • Curl typing is a system designed to help you understand the unique look and needs of various hair textures. The chart below outlines the differences in pattern, density and luster for natural textures ranging from 3B to 4C.

Do you offer/sell sample textures, or can I come and see the hair in person at your D.C. office?

  • While our team offices are located in Washington, D.C., we do not currently have a studio that offers sample textures nor do we sell samples. We are, however, more than happy to assist you in making the best product selection! TrueYou, our new product matching tool, helps you find the Heat Free Hair texture and product type that suits you!

How many bundles will I need to get the look I want?

  • We recommend two bundles for lengths under 18″ and three bundles for lengths 18” and above to achieve desired fullness. Heat Free Hair bundles are manufactured full, weighing a total of four ounces (113.4 grams). Bundles that are longer in length tend to have a shorter weft thus requiring more for a full weave installation.

Does the Blow Out Collection revert to a curl pattern when coming in contact with water or moisture?

  • Our Blow Out Collection was designed specifically to achieve a “blown out” natural look. It is both humidity resistant and true to its straight texture. When wet, strands will simply become fluffier until they are blow dried.

Installation & Maintenance

How is Heat Free Hair installed?

  • Installation varies by product type. Our wefted hair does not come in bulk, and requires that each track be sewn in. Heat Free Hair wigs offer Full Cap , U-Part and Lace options with adjustable straps, combs and elastic straps for extra security. Clip-in extensions are made with silicone tipped metal clips and offer an elastic protection band on each piece for the most secure placement.

Can you recommend a stylist to install Heat Free Hair?

  • At this time, we do not have a list of recommended stylists, however we encourage all of our customers to search for a local stylist familiar with natural hair and natural hair extensions.

Can I color Heat Free Hair extensions?

  • Heat Free Hair extensions are offered in their unaltered color state with variations of dark brown and black hues. At this time, we do not offer additional color options or custom coloring services. To make Heat Free Hair extensions fit your desired look, our hair may be bleached or dyed in order to blend with your natural hair. We recommend coloring extensions prior to installation and doing strand tests per bundle/set to. Just like natural hair, bleaching or using color with harsh chemicals may weaken the hair shaft and potentially alter the texture. Heat Free Hair extensions that have been colored require extra love and attention throughout the life of your look. Please be sure to deep condition extensions and use nourishing hair products whenever possible.
    *We recommend that coloring be done by a professional/licensed colorist familiar with natural textures. Heat Free Hair curl patterns are steam processed to create each unique curl pattern. Lifting the hair with high volumes of developer to extremely light colors may alter the integrity of the texture and curl pattern. Heat Free Hair is not responsible for any damage of hair quality or texture as a result of color processing.

Can I straighten and style Heat Free Hair extensions?

  • Just like natural hair, Heat Free Hair has beautiful styling versatility. You may wear our looks as they come, or use heat styling tools to achieve your desired look. Keep in mind that our virgin hair is just as susceptible to heat damage and loss of curl pattern as your own natural hair is. Use a heat protectant when necessary and avoid excessive exposure to straightening tools.

How long will Heat Free Hair last?

  • Our extensions are manufactured with the utmost level of quality and design. The expectant life of your particular hair extension product depends solely on the care you provide your clip-in’s or wig, or the daily maintenance routine of your wefted hair installation. A customized “Care Card” is included with every Heat Free Hair purchase with instructions to help you maintain your look for as long as possible.

Can I wear Heat Free Hair while swimming in salt water or chlorine water?

  • You can swim in our hair extensions, however we recommend wearing a snug-fitted swim cap to protect the hair. Just like your natural hair, salt water and chlorine can strip it of moisture, causing potential drying and tangling.

Purchasing, Shipping & Returns

I ordered online, but want to cancel my purchase. Is it too late?

  • All orders are final sale. Once the order is placed, we are unable to cancel your order. However, we do offer exchanges and returns for store credit within 7 days of your delivery date. Please send us a message, email, or give us a call if you need assistance placing your order, we will be happy to assist you!

How long after ordering will it take my package to arrive?

  • All orders placed before 11 AM EST, Monday- Friday, will ship the same business day. This does not apply to made-to-order items, like Headband Wigs. When your order ships, you will receive a tracking number to track your package. USPS delivery times are estimates and we can not guarantee your delivery date. It is recommended to allow ample time or delivery before special occasions, travel plans, and hair appointments.

Do you offer military or stylist discounts?

  • At this time, we do not offer any discounts to select groups or businesses.

Do you offer wholesale opportunities?

  • Because of the nature of our business and the desire to maintain control of the quality and integrity of our hair, we do not authorize the resale of our hair extensions.

What is Route Package Protection and how does it help me?

  • Route Package Protection is a service offered at checkout to protect your package if it is lost, stolen, or damaged in transit. If Route is selected, and an issue occurs, Route will either replace the package or issue you a refund minus the cost of shipping.
    For more information about Route Package Protection and claim limits, please visit their website

    Route is not mandatory and can be removed at checkout before submitting your payment. Route does not cover refused packages, product issues, or packages returned to the sender.

    *Heat Free Hair is not responsible for any shipping delays or issues. If Route is not selected and an issue occurs, please contact the shipping provider directly*

I ordered the wrong item, how can I return it?

  • We do not offer cash refunds, but we will be more than happy to issue you a store credit for unused items kept in their original sale condition! Please visit the website, here to submit a request within 7 days of your delivery date.

    The store credit will be issued once the product is received back to our fulfillment center and inspected. Your store credit will be for the amount paid minus discounts and shipping. Discount codes are for one-time use only.

    The customer is responsible for all shipping costs associated with the return if the correct items were received.