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U.S. & INTERNATIONAL - order by e-mail orders@hairfactory.com
To request a FREE catalog please e-mail catalog@hairfactory.com
General Questions please e-mail TheHairFactory@hairfactory.com
Customer Service e-mail customerservice@hairfactory.com
We also have sales associates the speak Spanish and French:
Estamos complacidos de anunciar que nuestro call center ahora dispone de agentes que hablan Español!
Nous sommes heureux d'annoncer que notre Centre d'appels a maintenant des agents qui parlent français!
Make an appointment to have a consultation! Visit us at the following locations:
Hair Factory, 116 Pleasant Street Suite 229, Easthampton, MA 01027, 800-999-9328
Fordham Wig, 271 North Ave. (Lobby), New Rochelle, New York, 914-576-1636
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Questions:
Call 1-800-858-4437 to speak with a Customer Service representative. Our informative staff are available Monday thru Friday 9:00 a.m. to 6.00 p.m.
Eastern Time.
Phone Orders:
(Toll Free) 1-800-999-9328. Monday to Friday 9:00 a.m. to 6:00
p.m. Eastern Time. Please have your Credit Card in hand. We accept
Master Card, Visa, Amex, Discover. International Orders - Please call 1-413-585-9666.
Mail/Fax Orders:
Fill out our Order Form. Be sure to include your phone number
& apartment number. Enclose a check (check orders are held for 10 business days before shipping) or money order payable to The Hair
Factory or fill in your credit card information in the space
provided. Mail to: The Hair
Factory, 116 Pleasant Street, Suite 229, Easthampton, MA 01027 or use our fax number is:(866) 780-7523.
International Orders:
For all overseas & Canadian Orders you are responsible
for all your country taxes and duties. We ship by FedEx International or UPS internalional.
Shipping:
We usually ship the same day your oder is placed for in-stock orders placed before 3:00 p.m. EST Monday-Friday (weekdays and non-holiday only). We do not ship for Saturday delivery. If you need a Saturday delivery you must call and speak to a representative and make special arrangements, an additional fee will apply.
Back Orders are shipped as soon as we receive them instock. You will see a notification during checkout in BOLD red font if some items you are ordering may be backordered. You are also notified by email and phone call on all backordered items processed. Most back ordered items ship to be received within 10-15 business days. Expedited shipping methods can be arranged on time sensitive items.
Personal check orders are held 10 banking days. Your order will be shipped by UPS or FedEx unless otherwise requested. APO, FPO and PO Box orders are shipped by mail. Tracking information and order confirmations are sent via e-mail if e-mail address has been provided.
Order Cancellations :
To cancel an order placed online during our normal business hours please call (Toll Free) 1-800-999-9328, Monday thru Friday 9:00 a.m. to 6:00 p.m. Eastern Time. Please have your order number available. Note that we ship order placed during normal business hours that are in stock, that same day. If you wish to cancel an order placed on the internet when we are closed it is necessary you call when we open that following day before your order has been processed and shipped. All orders are shipped by 4:00 P.M. Eastern Time. If no phone call of cancellation is received, orders will go out as scheduled. Please read our returns policy.
Return Policy:
- Chemical alterations or any modifications of any kind made to the product after the sale, make all guarantees null and void.
- We cannot accept back any human hair that has been installed or altered (Washed, brushed, unrolled, combed or cut).
- We are not responsible for any fees associated with hair installation, hair removal or styling costs.
- We suggest that you inspect the hair without opening the packages to make sure the product is to your satisfaction. If you are unsure please show your stylist.
- Do not split apart the bundles, or we cannot accept your return.
- All Sale/Closeout Items are Final Sales and are not returnable.
- All custom orders, books and videos are Final Sales.
- In compliance with Federal Health Code, all Wigs and Hair Pieces are Final Sales once the sealed package is opened.
Please call before returning hair to us. The hair must be returned within 15 days from order date, in the original packaged state, in order to receive a store credit or refund for product only. In the event that a replacement product for the returned merchandise should be of lesser value than the original merchandise purchased, the difference in price will be issued as a store credit. Store credits are good for 1 year. We do not charge you on regular ground shipping of an exchange but any expedited shipping costs you are responsible for.
We suggest sending all returns and exchanges by certified mail because we are not responsible for any lost packages mailed. Customers are responsible for all shipping costs (both shipping to you and any return shipping to us) handling and insurance for returns. If necessary, please call 800-999-9328 and a sales representative will guide you in making the exchange. The return slip must be filled out and returned with product to ensure proper credit to your account.
Customer Service 800-858-4437 for an authorization number.
Legal and Privacy Statements
The Hair Factory knows that you care how information about you is
used and shared, and we appreciate your trust that we will do so
carefully and sensibly. By visiting our site, you are accepting the
practices described on this page.
Privacy:
We collect anonymous information about visitors to our site. We
use this information to better understand how people interact with
the site and to be sure the site is operating properly. We collect
personal information when you place an order, submit a form or send
us an e-mail. We will never share this information with a third
party unless ordered to by a Court of Law.
Security:
We use industry-standard methods of securing our database of user
information, such as, if and where appropriate, firewalls and limits
on who can access user information databases. We work to protect the
security of your information during transmission by using Secure
Sockets Layer (SSL) software, which encrypts information you input.
However, please keep in mind that there is no such thing as perfect
security on the Internet. Although highly unlikely, it is possible
for Internet transmissions containing your personal information to
be intercepted by others. It is impossible for The Hair Factory to ensure the privacy and security of all transmissions made to and from the Site while in transit. You use this site at your own
risk.
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