- Frequently Asked Questions
Frequently Asked Questions
Frequently Asked Questions
1. My order status was changed to (below) what does that mean?
Awaiting Fulfillment: Your order has been received but not processed. The order will be processed within 3-5 business days, if expedited processing was not selected at checkout
Pending: Your order is pending cancellation or is awaiting a settlement. Customer service will reach out to you via email or your online account with further information regarding your order.
Awaiting Payment: Retail Buyers: A full payment has not been received for the order. To process your online order full payment is required, please check the order notes on your online account to discover the reason for the Awaiting Payment notification. For pickup orders, your pickup has been scheduled as tentative and is not confirmed. To confirm your appointment, please complete the pick up deposit for the location of your choice.
Wholesale Buyers: Your payment was made via bank deposit or mailed in and has not been processed yet. Please allow 1-2 business days for bank deposits to clear. Mailed payments will be processed within 1 business day of delivery.
Awaiting Pick-up: Your order has been processed/packaged and is waiting to be picked up by our mail carrier (USPS, Fed Ex, UPS,or DHL). OR a pick-up at our office location was requested and has not been completed.
Awaiting Shipment: Your order has been pulled for processing but not packaged for shipping. OR your order is on back-order. Back-orders are completed within 3-5 business days of the order date.
Shipped: Your order has been shipped and tracking information will be available within 24- 48 hours on the mail carrier's website
Cancelled: Your order has been cancelled for security purposes, based on your request, or failure to comply with our company's terms. If any order is cancelled due to an internal reason, Customer Service will provide a reason via email, upon request.
Verification Required: Additional information is needed, such as photo identification, before your order can be processed or shipped. Verification is needed within 4 business days of the request being sent to avoid cancellation.
Completed: Your order has been shipped and tracking information has been added to your account. Enjoy your new hair!
2. Can the hair be dyed/bleached?
Yes, the hair can be dyed or bleached to achieve the color of your choice. (We suggest having a professional to perform these services).
3. Is the hair true to length?
All hair is true to length, meaning the inch you order is the inch you will receive.
4. How much is shipping?
Standard Shipping is $10.00| Express shipping is $35. International $45 (6-10 business days) If you would like your package insured for more than $100 please email our Customer Service Center at firstname.lastname@example.org for additional insurance pricing. We are not responsible for lost merchandise. Non-US residents please contact HER Customer Service Center at email@example.com for express shipping rates.
Standard 3-5 business days: $65, includes $500 carrier insurance (US residents only)
Express 1-2 days (excluding Sundays): $80, includes $500 carrier insurance (US residents only)
5. How long is processing time?
Processing time is up to 3-5 business days for standard or express shipping options. If for any reason processing time has ran behind we will notify each customer via the online account associated with the order. Rush Service is available at anytime and at checkout under Expedited Processing.
6. How Long Will It Take My Order To Arrive Once It Is Processed? Is a signature required for my package?
3-5 business days is standard delivery time. Express Shipping is 1-2 days, excluding Sundays. A signature is required for all packages. We DO NOT ship to P.O. Boxes. However, in the event you are not able to sign for your package, you may call our carrier provided to hold the package for a pick-up or schedule a delivery date. Packages sent via USPS can be held for up to 15 calendar days.
7. Is it possible to have my order shipped to an address other than my billing address?
Unfortunately, no it is not. Everyone must have a matching/ confirmed billing and shipping address, per merchant services agreement. South Africa, must provide photo ID with matching billing and shipping address before your order is shipped.
8. Can my order be processed the same day?
Yes, when expedited processing is available, please see details here, Expedited Processing. If expedited processing is not selected, all orders will be processed in the order in which they are received, whether standard shipping or express.
9. I placed an order. Then, a refund was issued, why is that?
A refund was sent to your original method of payment due to your billing and shipping address being unconfirmed. If an order is cancelled for other reasons you will receive a detailed email upon request.
10. May I cancel an order?
Yes. However, we have a $50 restocking/ cancellation fee. To cancel please notify Customer Service the same day. Request must be sent via email- firstname.lastname@example.org include full name, and order number as well as request for reimbursement. Once an order is cancelled you will be refunded immediately. Please be advised, if a request to cancel your order is made after business hours, we will not be able to grant a refund.
12. May I edit my order?
Yes, please contact customer service at email@example.com during regular business hours. Please contact us the same day, if your request is made after business hours and your order is shipped we apologize, exchange options are available. However, additional shipping fees apply.
13. How much is the student discount and how long does the code last?
The student discount will save you $5 off your entire order. The code expires in 30 days.
14. How do I check the status of my online order?
To check order status please follow the steps below:
• Login to your online account at www.herextensions.net
• Select View Order Status
• View Order Details
• Scroll down to the Order Instructions/ Comments section the estimated shipping date(s) will be available
15. What if my order was shipped incorrectly, what are my options?
We strive for 100% order accuracy. However, in a rare instance, if your order is shipped incorrectly please contact customer service within 24 hours of delivery. We will exchange your order and shipping fees will be paid for by us! Please note, your original shipping option will be used. Processing for exchanges can take up to 7 business days.
16. What are the hours for Customer Service and how do I contact them?
HER Customer Service Center:
10:00 AM CST- 6:00 PM CST
10:00 am-3:00 pm CST
17. May I use my student discount?
Yes. However, if a code is required for the sale we will manually reimburse your student discount since only one code is allowed at a time. Please send an email to HER Customer Service Center with your order number to retrieve your savings. Please note, only student discounts can be applied to sale items. Other promotional offers or store credit options are void.
18. How many bundles will I need to complete a sew in and what grade are HER Extensions?
We specialize in best hair on the market at all times. 3 bundles are recommended for a complete sew in. 3 bundles can be used for lengths 12-20 inches. However, depending on how full you want your hair to appear here are our recommendations:
10 inches- 2 bundles
12-20nches: 3 bundles
22-26 inches: 4 bundles (two bundles of the longest length)
28-30 inches: 4-5 bundles
Please Note: Longer lengths equals thinner ends.
All Bundles are sold individually, unless under Bundle Deals category
19. I would like a 1B color is that possible?
All of our products come in various colors since each bundle of hair is from a different donor. We do not guarantee an exact color. Available shades are light- dark brown.
20. I received my package via DHL, UPS, or Fed Ex and the packaging was different, why is that?
Items shipped via DHL, UPS or Fed Ex will be in the original state. Your items were not in stock at our Chicago storage and directly imported to ensure on time delivery.
21. I requested Express shipping, but my order did not ship out yet. Why is that?
Normal Processing time for express shipping is up to 5 business days. All orders are processed in the order in which they are received, unless Expedited Processing is selected.
22. Do I have to leave a voicemail for my call to be returned? Or I sent a text message and did not receive a response.
Yes, please include your name and callback number. Text messaging features are currently unavailable
23. Are Samples available?
Yes, samples are available under the wholesale tab
24. Where are you located?
We are located in Chicago: Downtown, Hyde Park, and Orland Park
25. Why is the pick-up asking me to select a shipping option?
There maybe additional items in your cart. Please remove the extra items and select FREE SHIPPING (0.00). Only the pickup deposit should be in your cart.
26. How long is the Wholesale Price Cut valid?
The price cut is no longer available. We have permanently reduced prices now (Yay)!
27. Where do I submit my design for the customized Bundle Wraps?
Once you have made your purchase send design to, firstname.lastname@example.org, please include your order number in the subject line.
28. Do you design Bundle Wraps?
No, we ask that you send us your desired design.
29. What is the return policy for the Bundle Wraps or Poly-mailers?
All sales are final.
30. Is HER Extensions® affiliated with any other hair companies?
NO. We are solely named and registered as HER Extensions® LLC, www.herextensions.net
31. May I have a wholesale quote?
We do not provide quotes. Please request wholesale prices, we will send a price list to you in order for you to tally totals.
32. Do you provide wigs?
Not at this time
33. How Do I Accept the Terms at Checkout?
Please select the asterisk * or click on the phrase "I Agree"
35. Who should I make my Cashier's Check or Money Order payable to?
Please make all Cashier's Checks and Money Orders payable to:
HER Extensions LLC
36. What is the average startup cost for standard wholesale with 50 pieces
The average transaction for standard wholesale orders varies
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