Check out our most frequently asked questions. If you still need help, please contact us!

IMPORTANT NOTICE: Customers are encouraged to read our Terms of Service, Shipping Policy, and Refund Policy prior to placing an order as these policies will be reinforced should any issue arise.

ORDERS & SHIPPING INFO

I paid for 2 day shipping, Where’s my item?

When you pay for faster shipping it starts after your order processes. Processing time for orders are 3-4 business days (Tuesday through Friday), which excludes units as these may take up to 14 business days. 

Where is my order/shipping confirmation email? I haven't received it.

Check the email address used to placed your order and check most importantly, please check the spam folder as well.

The tracking number for my order states I received my items, but I have not. Where is my order?

Please check with your local post office for your order. They will be responsible for ensuring it reaches the address provided at checkout.

My tracking number shows a delay in my order being delivered. Why is that?

We have no control over USPS shipping delays. You would need to contact them for clarification of any shipping delays.

I accidentally wrote the wrong address for my order. Can I change my shipping address?

You can change your address only prior to us shipping your order. Please contact us immediately so we may proceed accordingly.

PRODUCTS & SHOP INFO

I have received my order, but the product is damaged. What can be done about this?

We will replace your item at no cost to you. Please have your original order number ready for confirmation, as well as pictures of the damaged product(s).

The products I ordered are on sale. Can I cancel my order and reorder it with the new discount?

You can cancel you order only if we haven’t shipped your order already.

How long is the warranty on flat irons?

Your flat iron has a warranty of one (1) year from the date you placed your order. If the iron is no longer available you will receive a prorated store credit.

What is the best way to be notified when new items arrive, or when items are restocked?

To receive up-to-date shop information, please sign up to our newsletter or sign up to receive SMS text messages by messaging "MLS" to (844) 920-1843.

The labels on the products I received look different than on the photo in the shop. Why is that?

We are currently rebranding. Our labels will look different while we phase out our previous branding elements.

SHIPTECTION & HAIR UNITS

Why do I need to add ShipTection to my Unit purchase?

We have added this to our Unit products so protect you, the customer, from lost of stolen units.

How do I file a ShipTection claim for my damaged, lost, or stolen hair Unit?

Here's what we'd recommend you have when you file a claim:

Damaged

  • Brief statement about what happened
  • Photos of the damaged item
  • Shipping box w/packaging material used inside
  • Invoice

Lost

  • Brief statement about what happened
  • Carrier tracking number
  • Invoice

Stolen

  • Brief statement about what happened
  • Invoice

Please note that for lost and stolen packages, customers may be asked to wait 20 days for domestic and 30 days for international orders to file a claim.

Claims can also be filed directly at: https://claims.insureship.com/lookup or file a claim using our chat bot at https://www.shiptection.com

ADDITIONAL INFORMATION

I'd like to remove my personal data from your website, can you help me with that?

Yes, to have your personal data removed and deleted from our database, please visit this page.