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Service Agreement

By entering your credit card information on www.herextensions.net, you acknowledge that you are 18 years or older and the credit card being used is in the name of the buyer. Please be advised, we cannot disclose order information to any person not listed on the online order. Failure to provide accurate information will result in cancellation of the order and a partial refund. A cancellation fee of 25% of the order total will be assessed to the refunded amount.




For the sole purpose of order fulfillment, all credit cards will be charged immediately.


Processing Time for Online Orders: All orders are processed in the order in which they are received, Monday through Friday, processing time is 3-5 business days unless Rush service is selected. Rush service is listed as expedited processing at checkout.


Expedited Processing (Rush Service):

Expedited Processing is not available for pre-order items. Expedited Processing must be selected at checkout, when available. If expedited processing is chosen, the order will be processed and shipped the same day if the order is placed before 5:00 PM CST Monday- Friday. Orders placed after 5:00 PM and on weekends will be processed the next business day, and shipped via USPS or UPS Express mail which is a 1-2 business day delivery. Expedited Processing Orders will arrive within 1-3 business days. 


Estimated Delivery Dates AFTER processing time is complete:

Standard shipping: 3-5 business days

Express shipping: 1-2 business days, excluding Sundays. Please note, by selecting the express shipping option, processing time is as normal within 3-5 business days. For same day processing and shipping by express mail, please select the Expedited Processing option. 

A signature is required for all packages


Check Status of Online Order:

Please login to your online account to view order status details. After logging into your account, select View Order Status, View Order Details and Scroll down to the Order Instructions/ Comments section, there will be an estimated shipping date available within one business day of your purchase date. If you need further assistance, please send an email to customercare@herextensions.net. Emails are responded to within one business day.


Order Modifications/ Changes: Orders can be changed or updated the same day an order is placed. Please send us an email to customer service prior to 6:00pm CST to update the order. Email address: customercare@herextensions.net. After the original date has passed, the order cannot be modified.

In-person pickup for online orders: Orders that have been paid for in full online are not eligible for an in-person pickup.

Order Verification:

ALL ORDERS ARE SHIPPED TO BILLING ADDRESSES ONLY. Online orders will be shipped to the address confirmed by the authorizing bank. Please update your shipping address prior to completing an online order. Once the order is placed, the address cannot be changed/ updated.

If any order requires verification, a government issued photo-ID will be requested and properly discarded after verification is complete. If verification is not provided within 4 business days the order will be cancelled and partially refunded. A $50 cancellation fee will be deducted from the refunded amount.

South Africa residents: must provide photo ID with matching billing and shipping address before your order is shipped. 


Refunds: Refunds are available when an order is cancelled the same day by email. Please be advised a $50 cancellation fee will be imposed to the refunded amount. After one business day, refund options are unavailable.


Carrier Insurance: Packages shipped do not include postal insurance greater than $100.00. To fully insure your package please contact us by email prior to the shipment of your order, for insurance pricing. Email: customercare@herextensions.net.

Carrier Discrepancies:  We are not responsible for lost or damaged goods, should a claim be filed with any of our mail carriers, please contact customer service AFTER the delivery time of 3-5 business days or 1-2 business days is complete. Processing time for claims is 1-2 business days and resolution time  will vary based on the postal service. Typically resolution time is up to 30 days. Only partial refunds will be granted for claims with USPS, UPS, FedEx or DHL if full coverage insurance is not requested prior to the order being shipped.

Returned Packages: If a package is returned due to the recipient being unavailable, refunds will not be granted. The package will be reshipped once as a courtesy, should the item be returned again, additional shipping fees will apply. Items shipped via UPS, DHL or Fed Ex may be in the original packaging. Your items were not in stock at our Chicago storage and directly imported to ensure on time delivery. 


General Policy/ Price adjustments/ Store Credit/ Coupons:

Price adjustments are strictly prohibited. Coupons and store credits are not valid with other offers. Coupons or Store Credits may be applied to any regular price retail order. Wholesale Orders are not able to be combined with any promotions, coupons, or store credits. Only one coupon or store credit per transaction is allowed. Store Credits will expire if not redeemed in the same year the credit was issued. Coupons will have an expiration date. If an invalid coupon code is used full payment is required before your order is shipped. Therefore, processing time maybe interrupted or delayed. If an order requires full payment, a link to the payment or an invoice will be sent to the email associated with the online order. The payment must be completed within 4 days. Otherwise, the order will be cancelled and partially refunded. A $50 cancellation/ restocking fee will be deducted from the refunded amount.


Disorderly conduct, disputes or claims with a merchant, slandering or defamation against HER Extensions® for any reason will result in a Prohibition Notice. We will no longer accept payments from the individual, company, or group associated with the dispute or claim, and slanderous content and the person(s) is prohibited from our location(s).  


 Social Media Policy: We promise to keep your personal information confidential. Therefore, we cannot provide order status information via social media in the form of comments or Direct Messages. For security purposes, comments regarding order status maybe removed from our social media pages, as a result you will be redirected to our official customer service center which is the information available under the Contact Us tab


Exchange Policy (Below)


For Online Purchases:


All sales are final. Exchanges are subject to approval, if you are requesting an exchange, your request must be made within 7 days of delivery, items must be in the original state. Please notify HER Extensions® Customer Service Center at customercare@herextensions.net, or submit your request for an exchange online. Please note, if hair has been installed, or manipulated in anyway, exchange options are void. However, if for any reason you are dissatisfied with the quality of our products, please do not hesitate to contact us immediately via email. Please be advised products with Knots Bleaching, or Lace Frontal customization services, exchange options are not available. All shipping fees apply to the buyer. Exchanges may take up to 7 business days to be processed once the item is returned. All orders being exchanged must include a tracking number, to be sent to customercare@herextensions.net once the package is shipped back. We are not responsible for lost merchandise and suggest adding carrier insurance to your package in case of carrier discrepancies. Online orders are not eligible for an in-person exchange for security purposes. We reserve the right to deny any exchange request that does not meet our criteria of a defective item or is not within the original exchange policy terms.


For Wholesale Supply Purchase:

 Due to the nature of the products, all sales are final for custom bundle wraps and colored poly-mailers.  We reserve the right to deny any exchange request that does not meet our criteria of a defective item or is not within the original exchange policy terms.