Welcome to Hair Mama!

 

FAQ's

Find quick answers to your questions below...

 

Order Status
• Has my order shipped?
• How do I change quantities or cancel an item in my order?
• How do I track my order?
• My order never arrived.
• An item is missing from my shipment.
• When will my backorder arrive?

My Account
• How do I create an account?
• How do I edit my account information?
• How much is my shipping?
• I forgot my password.
• How do I return my product?
• I received the wrong product.
• What is your return policy?
• When will my order ship?

International Shipping
• How long will it take to get here?
• Do you ship to my country?
• What are my payment choices?
• When will my order ship and what are my shipping charges?
• What is the return policy?

 

Guarantees
• Low Price Guarantee
• Privacy Policy
• Security

Pricing and Billing
• Do I have to pay sales tax?
• I have a question on my charges.
• I need a copy of my receipt/invoice.
• When will my credit appear on my account?
• When will my credit card be charged?

Buyer's Guide
• Can I mix and match the colors in my 3-Pack?
• How do I choose color and length?
• Is the hair really the length it says it is?
• How do I buy/redeem a gift certificate?
• How do I find my product?
• How do I navigate the site?
• How do I use a coupon?

Additional Support
• How do I contact you?

 

 

Has my order shipped?

 

 

Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

 

How do I change quantities or cancel an item in my order?

 

 

Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

 

How do I track my order?

 

 

Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

 

My order never arrived.

 

 

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

 

An item is missing from my shipment.

 

 

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

 

When will my backorder arrive?

 

 

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

 

My Account

 

How do I create an account?

 

1) Click the "My Account / Order Status" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

 

Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.

How much is my shipping?

 

Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

I forgot my password.

 

Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

How do I return my product?

 

Please click here for more information on returning an item.

How do I return an item?

Refund/Return Policy:  Original sales receipt must accompany returns. We accept returns for exchange or refund 3 calendar days after delivery of the product. At our sole discretion after 3 calendar days, we will offer an exchange, store credit, or full refund. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is: · -without showing signs of wear or damage in any way · 

                -within 3 calendar days of the delivery date (after 3 days no returns are allowed) · 

                -must not be a special order or a custom order · 

                -unless noted that it cannot be returned or has a different return  policy time period other than that 3 days noted in that item's  particular item description. 

If an item is received damaged or is incorrectly shipped by us please contact Customer Support immediately. Items that are defective and shipped from us or items that you did not order but received from us will qualify for store credit or a cash refund. Refunds are contingent upon inspection of item(s) once we receive it. There is a 15% restocking fee for returned items that are not being exchanged and are not damaged. Again you MUST contact us within 3 days if you intend to return ANY item back to our store. Items returned to us AFTER 3 days and WITHOUT contacting us will NOT be refunded. Customer is responsible for all shipping costs if seller is not at fault

I received the wrong product.

 

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What is your return policy?

 

Please see our Terms & Conditions for complete details regarding our return policy.

When will my order ship?

 

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

International Shipping

 

How long will it take to get here?

 

If you choose the USPS Priority option at $23.95, it cannot be tracked once it leaves the United States.  It has been known to take up to 2 weeks to receive the package.  Our recommendation would be to purchase the USPS International Express Mail Flat rate option at $44.95.  This will provide a tracking number outside of the United States and provide a much quicker shipping within 3-5 business days.

Do you ship to my country?

 

Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

What are my payment choices?

 

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?

 

Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

What is the return policy?

 

Please see our Terms & Conditions for complete details regarding our return policy.

             
 

 

International Shipping

 

How long will it take to get here?

 

If you choose the USPS Priority option at $23.95, it cannot be tracked once it leaves the United States.  It has been known to take up to 2 weeks to receive the package.  Our recommendation would be to purchase the USPS International Express Mail Flat rate option at $44.95.  This will provide a tracking number outside of the United States and provide a much quicker shipping within 3-5 business days.

Do you ship to my country?

 

Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

What are my payment choices?

 

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?

 

Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

What is the return policy?

 

Please see our Terms & Conditions for complete details regarding our return policy.

How long will it take to get here?

 

 

 

Once your order has shipped out, delivery time usually take 5 to 10 days to deliver to your apo address.
however, there has been rare instance that the delivery time may take up to 30 days.
to get the detail tracking information you can track tracking number on www.usps.com or you can contact usps toll free number.

 
 
   

Do you ship to my country?

 

Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

What are my payment choices?

 

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?

 

Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

What is the return policy?

 

Please see our Terms & Conditions for complete details regarding our return policy.

International Shipping

 

Can I walk-in to make a purchase?

Hairmama is strictly and online merchant and does not accept walk-ins.

 


How long will it take to process my order?

 

 

 

 

   
 

Unfortunately no, the colors and items listed on the website are what we are made aware the manufacturer is providing us at the current time.

 
 
       

Where can i find my tracking number?

 

Once your order has shipped and tracking information is updated to your account after 6pm cst onto your Hair Mama account. you can see the tracking number by logging into your Hair Mama' account and clicking either the “order status” tab or "my account" then order number located in the top bar.

 

My tracking number says delivered, but i never received my package. what should i do?

If your package was shipped via usps and reads delivered however you have not received your package please contact your local post office and provide the tracking number for more information. if they cannot provide further information an “inquiry” may be required which you can start by contacting the usps toll free number which can be found on www.usps.com. if your package was shipped via ups please contact hairmama' customer care so we can start a tracer investigation with ups.

What kind of shipping does Hair Mama Use?

Hairmama uses both ups &usps for shipping and depending on weight and distance our shipping department will ship via the quickest delivery company.

Do you ship to my country?

 

Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

What are my payment choices?

 

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?

 

Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

What is the return policy?

 

Please see our Terms & Conditions for complete details regarding our return policy

     

What is same day shipping?

 

Same day shipping means that an order will ship out same day if two conditions mean:
1) all your order items are same say shipping items.
2) if an order is received by 4pm cstmonday through friday.

same day shipping does not mean an order will be deliver to your shipping address same day but will take regular shipping deliver days either via ups or usps.

Why can’t i log into my account or reset my password?

 

 

   
 

The system might be experiencing an technical error when the password is being reset. please contact our customer service number so a live representative can reset the password and provide a temporary password.


How many packs of hair will i need for installation?

 

 

3 packs are needed for any hair that is over 16 inches. 4 packs are needed for hair over 20 inches. 1 ½ to 2 packs are needed for 10 to 14 inches. a little over 1 pack is just enough for 8 inches.

 
 
   

 

Why is this hair tangling and shedding so much!? it'sremy...

 

 

   
 

There are different grades of remy. the higher the grade of remy the fewer problems you will have with tangling. tangling is also a result of the silicone that wears off of the hair over time. to stop shedding and extend the longevity of the hair you must seal the weft.

My return was rejected, why?

Usually a reason is given when a return is being rejected by the hairmama returns department. 
however, the most common reason is usually because the condition of the return item is unsatisfactory to deem resalable.

 

Why was my paypal payment refunded?Usually paypal payments are refunded for 1 of 2 reasons. either the paypal account is unconfirmed/unverified or we cannot locate an account to apply the payment to. if your payment is refunded due to the account being unconfirmed/unverified we usually detail a note along with the refund requesting you contact paypal and confirm/verify your account with them. however if we were unable to locate an account to apply the payment we will simply refund the transaction.

Why does my order still say processing?

All orders require 24-72 hours of processing time before shipping (excluding weekends and some holidays). also, hairmama advertises thousands of items and unfortunately our facility is not large enough to house all the items. so when an item is not located in our warehouse we order directly from the manufacturers and the 24-72 hrs of processing time allows enough time for the items to arrive to our facility, be sorted and shipped to fulfill orders.

Why can’t i make any exchanges to my order?

Since the launching of our new website we no longer offer the option to process exchanges.

I placed my order friday afternoon why did it start processing on monday?

Orders placed after 8 am cst begin processing the following business day.

I tried to pick a color choice and it didn’t let me in the drop down box, why?

If colors are not being shown in the drop down box, we unfortunately do not have colors in stock at the moment. you may refer to our website periodically to see if the colors become available.                                                                                                                                 

I don’t have access to a computer. how else can i place an order with your company?

If you have registered with the hairmama website then you can contact customer care and place the order over the phone.

If my item is back ordered why is it still listed on the website available for purchase?

 

 

   
 

Our current inventory system is not automatic and updates are currently done manually which causes delays in removing items from the website. we are in the process of upgrading our inventory system and appreciate your patience during this process.

I did not receive an emailed purchase confirmation does that mean my order didn’t go through? 

No, if purchase confirmation is not received via email that does not indicate the order was not submitted properly. email confirmations can sometimes be flagged as spam or junk mail. to be sure your order was submitted correctly log into your account and click on the track tab. your most recent order should be displayed 1st and previous orders following.

How long does the apo shipping take?

Once your order has shipped out, delivery time usually take 5 to 10 days to deliver to your apo address.
however, there has been rare instance that the delivery time may take up to 30 days.
to get the detail tracking information you can track tracking number on www.usps.com or you can contact usps toll free number.

What kind of shampoo can i use on my human hair weave?

You can use regular sulfate free shampoo that is used for natural hair. sulfate strips the hair which cause dryness and tangling. professional shampoo is highly recommended. if conditioner is used make sure it is diluted with water. conditioner at times can leave unwanted residue on the hair.

Is width of weave same for different lengths?

 

 

Width of weave may vary depending on the lengths and depending on manufacturers.

 
 

 

       
       

I just placed an order and have not received a confirmation e-mail, why not?


Email confirmations are automated and sometimes flagged as spam or junk e-mail depending on your e-mail setting.

I decided to wait for my back ordered item(s) but its taking longer than the 2-3 weeks. why?

Unfortunately the time frame given for back orders is approximate and not a guaranteed date. sometimes back orders can become available sooner than the 2-3 weeks indicated however can also take up to 4 weeks.

Can i place my order over the phone?
Yes, however all customers are required to have an account before placing an order.

My item is damaged/defective what should i do?

 

Contact customer care immediately upon noticing the damage/defect. as we allow 10 days from the day received to report a damaged/defective item. 
further instructions will be provided by a live representative.

Why can’t i return a lace wig after i cut the lace if i have not used it?

The uniqueness of a lace front wig is the ability to be able to trim the lace to fit an individuals natural hairline. once the lace is cut on a lace front wig the item despite being new will not be eligible for resale as another individual will not be able to trim the item to their specific needs.

 

I purchased weaving hair and already installed it, but i am not satisfied. Can I return it?

 

 

   
 

Hairmama.com does not accept items that have been worn/used as a return because those items are not in re-saleable conditions.

Is hairmama a wholesaler?

Hairmama is not a wholesaler nor do we offer wholesale prices for large orders. however, we do offer bulk discounts. if you purchase anywhere from $500- $999 we offer 20% off and over $1000 we offer 25% off (before shipping costs are applied). however you will have to contact customer care to have the discount applied manually once you are ready to check out.

Is the length indicated for wet & wavy/indian hair when its straight or curly?

 

 

   
 

Bulk hair and braiding hair are both hair for braiding however are referred to by both names.

What is the difference between bulk hair and braiding hair?

Why are the colors on wig/hair different from what’s pictured on website?

 

 

       
   
 

Some colors may look different than what's pictured because when the picture is taken, the flash of the camera makes the color look a shade lighter.

 

 

                                                             I placed an order and mailed in a personal check why was it returned to me?  

 

 

Effective 1 oct 2013 hairmama is no longer accepting personal checks as a form of payment. however we do accept money order, visa, mastercard, paypal and bank wire transfer for international orders.

 
 
   

I don’t feel comfortable providing information for credit card verification. what else can i do?

 

 

   
 

For domestic customers a 3-way conference call with your bank or credit card company is a secure method for credit card verification since you will be the one entering all your sensitive information through the keypad a representative will not have access to any that information. otherwise the order can be cancelled for refund and you can place a new order using paypal or money order as your payment method. for international customers who prefer not to provide the information required for credit card verification funds can be refunded and payment can be submitted via paypal or bank wire transfer.

What are the benefits of having an account?

 

1) you will have access to records of past orders
2) ability to check on the status of your orders 
3) access to obtain tracking numbers 
4) and you will receive e-mails informing of upcoming sales and promotions


Beverly Johnson changes

 we are pleased to inform you that  Beverly Johnson brand has converting over to Vivica a. fox. styles and names will stay the same however they will be listed under the Vivica a. fox brand and of course will be packaged under the vivica a. fox brand. eventually display pictures will also convert and items will be advertised with Vivica a. fox and her models rather than Beverly Johnson. as we understand the changes are underway and some items are already being produced under the Vivica a. fox brand. please do not be alarmed if you order a Beverly Johnson item and receive the item under the new Vivica a. fox brand. we’re anticipating a smooth transition however we are aware concerns will arise, please feel free to contact customer service with any additional concerns.

What is the reward points program and how can i benefit from this program?

Hair Mama customers will benefit from the reward points program (with the exception of bulk and/or special discount orders). the way the reward points program works is that 2% of the subtotal purchased will be credited to your reward points account and will be available for use within 3 business days from the original purchase date. your can choose to continue to accumulate rewards points in your account after each purchase or you can apply some or all of your accessible rewards points at check out when placing a new order. rewards points do not expire and will remain in your account until you are ready to apply them.

Is Hair Mama  going to save my credit card information after i purchase?

 

 

   
 

No, Hair Mama does not save credit card information, we only have access the last 4 digits of the card used in our records.

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