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Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Ordering
- Viewing Orders
- Updating Account Information
- Shipping & Delivery
- When will my order ship?
- Our shipping model is easy to understand! Processing time (pulling and packaging your order; personalizing if requested) plus shipping time equals delivery time. Each order is processed within three-to-five business days. If an item requires personalization, production time could take up to 10 business days, depending on the item. Our "item details" provide additional information on production, so be sure to check before ordering.
- To offer you the widest selection of high-quality and unique products, we use additional vendors for some of the items on our Web site. Because shipping may vary depending on the vendor, please see "item details" for production times. Please note that, in some cases, you may receive multiple packages.
- Do you ship to Post Office Boxes?
- Unfortunately, we cannot ship to PO Boxes. We ship UPS and are required to have a physical address for delivery.
- Do you ship to APO/FPO addresses?
- Yes. However, we do not guarantee delivery times on these orders.
- Do you ship to Canada?
- Yes. We ship to Canada.
- Do you ship internationally?
- Hair Shears Pro is a Canada-based company, we are currently able to ship orders to the following countries only:
- Canada and United States
- International orders are normally shipped via UPS Worldwide Express. Transit time varies from country to country, typically within 2 - 6 working days.
- You may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from Hair Shears Pro, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
- How is shipping calculated?
- Shipping is calculated during checkout and is based on the weight of the items you selected and the shipping destination.
- What are your shipping options?
- We work with UPS and offer regular ground shipping.
- Please keep in mind that any shipping option other than regular ground shipping incurs a premium shipping fee, this applies to 3-day guaranteed delivery, 2-day guaranteed delivery and overnight delivery.
- Will the items on my order ship together or separately?
- In order to offer our customers the widest and most unique selection, some items may ship separately. You will not be billed for each shipment – only one shipping charge will be added.
- Privacy & Security
- Are online transactions on your site secure?
- All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. In addition, our site is tested and certified daily to pass the Mcafee Security Scan. Research indicates that sites remotely scanned for known vulnerabilities on a daily basis, such as those earning Mcafee certification, prevent over 99% of hacker crime.
- How do you use my contact information?
- We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update. Rest assured, we never rent or sell your contact information to anybody, for anything. Read our Privacy & Security Policy
- Returns & Replacements
- What is your return and exchange policy?
- We pride ourselves on carrying high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. If, for some reason, you are not satisfied with your purchase, please contact our customer-care consultants at sales@hairshearspro.com for a return authorization within 30 days of receipt. Please note, your return authorization number will expire 30 days after issuance.
- Due to health and sanitary reasons Sales on ALL hair extensions are final. However, we will accept color exchanges on unopened packages only!! This does not apply to custom orders. Custom orders are not eligible for color exchanges.
- Any items purchased before Dec 24, 2009 will be eligible for a full refund or exchange until Jan 31st, we will be quite open to possible later returns as we know there are some that take holidays during that time.
- Refunds can only be sent directly to the original purchaser.
- Please follow these easy steps for all returns.
- Step 1
- Enter the RAN in the appropriate space provided on the return label which is part of the packing slip you received with your shipment. (not all items come with this so please be sure to contact sales@hairshearspro.com for details)
- Step 2
- Affix the Return Label to the original shipping box. Make sure items are in their original packaging, and are appropriately secured within the shipping box. We cannot accept items for return or exchange that are not in resalable condition.
- PLEASE TAKE NOTE: The customer is responsible for shipping. We do not refund shipping charges. No credit is given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender nor credited to their account. We do strongly recommend that you use a shipper with a traceable shipping method as we cannot be responsible for damaged or lost return packages.
- How long before I receive my refund?
- After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.
- Can I return consumable items such as lotions?
- Due to the nature of these items (i.e. they cannot be resold,) consumable items are non-returnable and non-refundable.
- Do you charge restocking fees?
- Orders returned within 30 days of receipt will not be charged a restocking fee. Items received after 30 days may be subject to a restocking fee.
- What if I received my order, but some items are damaged?
- Please inspect all items carefully when you receive your order. If there's any damage, please email our customer-care department at sales@hairshearspro.com at your earliest convenience, but no later than 7 days after the package was delivered. A customer-care specialist will help you file a claim with UPS.
- Ordering
- How do I place an order online?
- Ordering is easy and convenient! Simply select your favorite items, add them to your shopping cart and click "check out" for your order total. Once you have entered your shipping address, the shipping total will appear to the right of the "payment options" screen.
- Can you put a "rush" on my order?
- If you need your items before the normal processing and shipping time, please email customer service at sales@hairshearspro.com during regular business hours Monday through Friday 9AM to 5PM PST. We will do everything we can to accommodate your request.
- What are my payment options?
- Orders can be placed online using Visa, MasterCard, American Express Cards or Paypal.
- Do you charge sales tax?
- Sales tax will only be assessed for orders that are shipped within the Province of BC (6%).
- Do you have a minimum-order requirement?
- Hair Shears Pro has no minimum-order requirement for any products.
- Viewing Orders
- How do I check the status of my order?
- You have several options for tracking your order:
- Track directly from our Web site from your account.
- Track from the UPS Web site with your UPS tracking number, which we will email you when your order has shipped from our location. If your order is shipped directly from one of our vendors, please contact our customer-care department at sales@hairshearspro.com for tracking information
- Will I get an email confirmation after I place my order?
- Yes, you will immediately receive an email confirmation of your order.
- Updating Account Information
- How do I make changes or cancel my order?
- You may make changes or cancel your order as long as the order has not been processed or personalized. We strongly suggest you speak with a customer-care representative as soon as possible with changes or cancellations so we can accommodate your request without any additional charges.
