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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!

Frequently asked questions

Holiday Sale FAQs

  • 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, we are unable to accommodate any cancellations, edits, or updates to orders.
    • 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).
      • Friday, 12/25 is a holiday and orders will resume shipping the following business day.
    • If you chose FedEx 2Day or FedEx Standard Overnight as your shipping option and your order was placed before 11 AM EST, then your order will ship the same business day. FedEx Ground is shipped within 3-5 business days. FedEx delivery applies to business days only.
      • Friday, 12/25 is a holiday and orders will resume shipping the following business day.
    • Due to high order volume, all HD Lace wigs will ship between 1/8/2021 and 1/15/2021. Even if your order has not shipped, all sales are final and cancelation requests can not be honored.
    • If you ordered other items with your wig, your other items will ship first and your wig will ship between 1/8/2021 and 1/15/2021. No worries, the additional shipping charge is on us!
  • 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. If it has been more than 15 business days since your order has shipped, please reach out customercare@heatfreehair.com for further assistance.

    If you purchased Route Package Protection and you have questions about your delivery, please visit https://help.route.com/hc/en-us for assistance with filing a claim. We can also provide guidance with your claim by sending an email to customercare@heatfreehair.com
  • Sale periods are busy at Heat Free Hair! Due to the high order volume, we are unable to accept any cancelation requests.
    • 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 to us at customercare@hatfreehair.com. We would be happy to make sure you get the right item the first time around! All inquiries will receive a response within 1 business day.
    • Also, be sure to take a look at our YouTube channel for detailed videos on product information and care tips.
  • Try double checking the spelling of the code. The promo code is HOLIDAY2020 to save 25% off sitewide. (HD Lace Wigs and Edge Collection Wigs are excluded)
  • 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.
  • If your order was placed during our The Holiday Sale 2020 sale period, (12/21/2020- 12/28/2020) with a promo code are final sale, and we are unable to accommodate any return/exchange requests.

Finding the Perfect 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.”
  • 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.
  • 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.

Installation & Maintenance

  • 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.
  • 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.
  • 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.
  • 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.

Purchasing, Shipping & Returns

  • Orders are processed in 1-2 business days during regular seasons, and in 3-5 business days during sale and holiday time frames. Once your order is processed, you will receive an email notification that it has been shipped. You may track your order directly through our shipping carriers or through our track your order portal for an approximate arrival date.
  • 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.

Get In Touch With The Heat Free Hair Team

Our customer service team is available Monday through Friday from 10am to 6pm EST to assist you with any questions or issues you might have. You can get in touch with us directly by emailing customercare@heatfreehair.com, or call us at 1-877-686-9044. You may also submit your information through the contact form below and a member of our service team will get back to you.

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