Help Topics


Shipping + Returns Frequently Asked Questions.


Return & Exchange Policy

Shipping & Delivery

What is your return policy?

As of Sept 2020 we are pleased to offer returns and exchanges within 30 days on all hair extensions that have not been opened, worn, or tampered with, this includes the sample piece, the hair and packaging must be in the same exact condition it was when it was sent to you.

Our boxes include a sample piece in a small separate compartment you may take out the sample hair piece check the color, quality and curl pattern, but the sample must remain untampered with and the main compartment must remain sealed in order for the set to be refundable or exchangeable, if the security seal has been opened and the hair has been tampered with the order will no longer be eligible for a return or exchange.

Although we have a strict return policy we do handle returns on a case-by-case basis with the ultimate goal of making our customers happy. We stand behind our goods and services, and want customers to be satisfied with their Curly Heaven extensions. We'll always do our best to take care of customers fairly and reasonably. Please reach out to us regarding any issues or concerns you may have and we will do our best to help you.

NOTE: We receive a high amount of daily emails, after reaching out please allow 1-3 business days for us to get back to you.

NOTE: Fees such as shipping charges, duties, customs, restocking fee or any other fees charged by a third-party will not be reimbursed.

What is the return policy on ponytails?

We do not allow returns or exchanges on ponytail extensions. All ponytail sales are FINAL and do not include a sample piece.

May I return my order without contacting you?

No, you must contact us and your return must be approved prior to sending your return back. Please note that merchandise returned to us without contacting us will be denied/refused. Denied returns that are sent back will not be refunded and the merchandise will not be sent back.

How do I initiate a return?

In order to initiate a return or exchange, please e-mail info@curlyheaven.com with your order number and the following information, and we'll be more than happy to provide you with our return address if you qualify for a return.

1. Please read about our refund and exchange policy.

2. If you agree to our refund/exchange policy and guarantee that the item has not been opened and taken out of its security seal, please contact us by sending us an email at info@curlyheaven.com within (30) days of receiving your package, please include your order number in the email.

3. Please take the following photos of your set as shown below.

4. Once approved, we will then issue you additional return instructions along with our return address. Please note that our return address is different than the one shown on your package. An additional fee will be deducted on returned orders sent back to the incorrect address.

5. Once we've received the returned order it will be manually inspected, the extensions must be in the original packaging and the packaging must not be defaced in any way or a refund will not be issued.

6. Once approved, your refund will be issued.

Orders that are sent back without contacting us first will be denied/refused. Denied returns that are sent back will not be refunded and the merchandise will not be sent back.

NOTE: Fees such as shipping charges, duties, customs, overdraft and restocking fee, interest, or any other fees charged by a third-party will not be reimbursed.

Do I have to pay for shipping on my return?

Yes, the customer is responsible for all return shipping fees, we recommend that you send your return with a tracking number, Curly Heaven will not be responsible for lost returns.

If you are provided with a return shipping label the shipping fee will be deducted from your refund amount.

If you're returning/exchanging from outside of the U.S please indicate on package “RETURN, NO DUTIES” or your package may be returned to you.

Why are opened extensions non-refundable?

We completely understand that choosing the right curl patten from a computer screen may not be easy, however please know that human hair extensions are considered hygienic sensitive products.

We at Curly Heaven take matters of hygiene and public safety seriously, therefore we do not allow opened items or items that has been tampered with to be returned, this includes the sample piece, the sample piece must remain untampered with.

We are not alone, other hair extension suppliers do not allow returns on opened items for the same reason.

We show you love and respect, please do the same by following our industry leading policy.  

When will I receive my refund?

We aim to process all returns within 1-3 business days of your return arriving back to us. Our aim is to complete this as quickly as possible for you. A refund will be issued to your original form of payment method after we have received, inspected and confirmed the following:

The hair extensions were not opened, taken out of the original packing or tampered with.

Some financial institutions can take up to 3 business days or longer to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.

Will you refund my delivery charge?

No, Curly Heaven will only refund the amount paid for your order excluding the delivery charge and a return restocking fee. If we provide you with a return shipping label the shipping label amount will be deducted from your total refund.

When will I receive my exchange?

We will send you your exchange order after we have received, inspected and confirmed that the returned hair extensions were not opened. We aim to process all exchanges within 1-2 business days.

I sent my return to the wrong address, what should I do?

To start the return process please contact us first so that we can guide you through our return process and provide you with our return address.

Please know that the order return/exchange address is not the same one listed on the box. Returns sent back to the NJ address without the proper return labels will be charged additional fees, these fees will be deducted from your overall refund amount. Returns sent without contacting us first will not be refunded.

Our return process is quite simple and all additional fees can be avoiding with simple communication and patience, we receive a high amount of daily emails please allow 1-3 business days for us to get back to you.

Do you charge a restocking fee?

All returned orders are subject to a $20 restocking fee. Exchanges and orders that are cancelled are not subject to a restocking fee, orders cancelled before processing will receive a full refund.

When will my order be shipped?

It will take 1-2 business days to process your order, regardless of the shipping option selected at checkout. We ship Monday through Friday, excluding weekends and holidays. We do NOT ship orders the same day. Please allow up to 1-2 business days for orders to process (if you order on Monday, your order will ship out on Tuesday or Wednesday. If you order on a Friday your order will ship out on Monday or Tuesday.). You will receive a tracking number via email once your order ships. Express shipping options and any other third-party fees are non-refundable.

International Orders: On very rare occasions international shipping to some countries can take slightly longer to arrive, countries such as Brazil, Germany, France, Italy, Mexico, and Romania. We are not responsible for any delays caused by the destination country's customs clearance processes.

 

Do you ship worldwide?

Curly Heaven does not ship to the following countries due to delivery complications:

Afghanistan, Albania, Algeria, Andorra, Angola, Armenia, Austria, Azerbaijan, Bahrain, Bangladesh, Belarus, Bhutan, Botswana, Brunei, Republic of Cameroon, Comoros, Congo, Congo, The Democratic Republic Of The, Côte d'Ivoire, Curaçao, Czech Republic, Dominica, Dominican Republic, Egypt, Ethiopia, Equatorial Guinea, Gabon, Gambia, Ghana, Guyana, Haiti, Kazakhstan, Kenya, Kuwait, Kyrgyzstan, Lebanon, Liberia, Macao, Macedonia, Republic Of, Madagascar, Malawi, Maldives, Moldova, Republic of, Mongolia, Morocco, Mozambique, Myanmar, Namibia, Nepal, Nicaragua, Niger, Nigeria, Oman, Pakistan, Palestinian Territory, Occupied, Qatar, Russia, Rwanda, Saudi Arabia, Senegal, Seychelles, South Africa, Sri Lanka, Sudan, Suriname, Syria, Tanzania, United Republic Of, Trinidad and Tobago, Tunisia, Turkmenistan, Uganda, Ukraine, Uzbekistan, Venezuela, Yemen, Zambia, Zimbabwe, Central African Republic, Chad, Cuba, Djibouti, Eritrea, Guinea, Guinea Bissau, Iran, Islamic Republic Of, Iraq, Kiribati, Korea, Democratic People's Republic Of, Libyan Arab Jamahiriya, Mali, Mauritania, Niue, Saint Barthélemy, Saint Helena, Saint Pierre And Miquelon, Sierra Leone, Somalia, Svalbard And Jan Mayen, Swaziland, Tajikistan, Timor Leste, Togo, Tokelau, Tonga, Tuvalu, Wallis And Futuna, Western Sahara

How can I track my order?

Once your order ships you will receive a delivery confirmation email containing your tracking number, there you may follow the journey of your package and sign up for text alerts if you wish to be notified via text when your package has been delivered.

Please note if the tracking number is not visible Its because the package has not shipped yet but the shipping label has been created.

If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow at least 24 hours for the tracking information to show.

You may also track your package by visiting the UPS, USPS or FedEx website, or the website of the courier used to ship your parcel. (International First Class order may be excluded)

My order was shipped to the wrong address, what should I do?

Is it the customers responsibility to enter the shipping address correctly when placing an order, if an order was delivered to the wrong address please contact the shipping courier used to deliver your item. Curly Heaven will not be held accountable for orders shipped to the incorrect address.

If the order is returned to us we will be more than happy to resend your package correct address, however you will be responsible for the additional shipping charges.

Why is my delivery delayed?

Holiday seasons and weekends may cause delay on all order deliveries, as well as weather conditions during the Winter season for our NJ office or natural disasters such as hurricanes for our FL office. Please be aware that our warehouse is closed on the following dates for the remainder of the year, this may cause shipping delays as-well.

All orders take 1-2 business days to process and we do not ship on weekends or major U.S holidays, we ship Monday-Friday only.

Please be aware that if an order is placed before the dates of closure you will experience shipping delays, please plan your order accordingly.

Examples:

Normal business days: If an order is placed on a Thursday, It may ship on Friday or Monday (given the 1-2 business days needed to process an order).

During warehouse holidays: If an order is placed on Tuesday April 7th, your order may not be shipped until Monday, April 13th (given that the warehouse will be closed on Thursday April 9th and Friday April 10th).

My tracking shows my package was delivered, but I haven't received it. What should I do?

We're sorry to hear your package wasn't delivered. Please follow these steps to help locate your parcel. If your order included Route Shipping Protection your order is covered, please contact Route for assistance.

All of our shipments include tracking & delivery confirmation. If the tracking information confirms that the item has been delivered to your shipping address but you have not received your order and do not have Shipping Protection, please contact the courier to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

If your package has been lost, misplaced or stolen please file a claim through the delivery service used and they will assist in locating your parcel.

If you have previously experienced lost or stolen packages in your area, we suggest you call the courier to have your package held for pick up or try using a different secure delivery address.

FedEx: 1-800-463-3339 / 1-800-308-3963

USPS: 1-800-222-1811 / 1-800-275-8777

NOTE: If your order is covered by Route Shipping Protection - damaged, stolen or lost packages are fully covered by Route.

I think my package is lost what should I do?

We are very sorry to hear that the delivery person may have lost or misplaced your package.

If your order included Route Shipping Protection your order is fully covered, please contact Route for assistance.

Orders not insured: If you believe your package has been stolen or lost by the shipping courier you must contact your local courier service office (USPS, FedEx, UPS, DHL etc) and have them open an investigation to locate your package, please understand that Curly Heaven can not be held accountable for lost of misplaced packages caused by the courier.  

We can not issue a replacement or a refund on products where the tracking states the package was delivered. Curly Heaven will take the proper protocol once the couriers investigation is complete.

If you have known theft in your community I suggest calling the shipping courier to request for your package to be picked up instead of having it delivered.

Can I have my order shipped overnight?

Yes, we do offer overnight shipping however, all order do take 1-2 business days to process regardless of shipping option selected.  

Whats is a "Pre-order"?

When specific products are out of stock it means we have no more units left in our warehouse but have a new shipment on the way, when this occurs it triggers our “Pre-order Waitlist.”

The pre-order waitlist allows you to place your order and adds you to the priority queue of orders that will be processed and shipped out once the product is back in stock. Pre-ordering an item is a worry-free way to ensure that you will be first in line to receive the new inventory.

All out of stock products take 25-30 business days to restock. (not including weekends + holidays)

Due to delays that may occur we do not provide exact dates of arrival / restock.

Do orders include signature confirmation?

Our packages are not shipped with a signature confirmation. On rare occasions, a signature may be required. If you would like to add a signature confirmation to your order please contact us as soon as possible, a small additional fee will apply.

Are you having delays due to COVID

As of right now things are running smoothly thanks to the wonderful and dedicated team operating our warehouse, however please understand that unforeseen delays in shipping and delivery times may occur. Please know we remain focused on providing you with an exceptional experience and service and want to reassure you that you can count on our commitment to you.

All in stock merchandise is shipping as normal (within 1-2 business days) out of stock merchandise is taking longer to restock due to the pandemic (25-30 business days).

If you experience any delays in delivery please contact the courier directly for real time delivery updates.


Payment & Pricing

Route Shipping Protection  

Do you have a payment plan?

Yes, we offer a Buy Now, Pay Later payment plan through Sezzle. No hidden fees and 0% interest, select Sezzle at checkout. Have questions on how Sezzle works? Click here.

Why is my payment not going through?

At checkout, please make sure that all of your personal information matches the exact information (name, address, etc) associated with your credit card. If certain information does not match, the transaction may get denied. If you are unsure, please call your credit card company to see what information they have on file. If you are placing an order while out of the country your card may also get declined, in this case please contact your credit card company or bank and approve the transaction.

Do I have to pay taxes, customs, or duties?

INTERNATIONAL:

International customers (outside of the United States) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Curly Heaven Hair, and thus cannot be refunded.

We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend to contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.

Please note that refusal of package for non payment of customs + duties fees will be returned to Curly Heaven by the carrier and any return fees, as well as duties and taxes if they have been generated will be deducted from the customers overall refund amount.

UNITED STATES 

States sales tax will be collected on all orders, the percentage amount ranges as it's different per state. These collected taxes are mandated by the local state governments, not Curly Heaven.

How much are Curly Heaven etxensions?

Our prices will vary in price depending on the weight, color, and length ranging from $119-$329 USD.

All of our prices are in USD, please convert these prices to your local currency.

Why was my order canceled?

If our payment system detects that your order is a potential risk of fraud, we will place your order on hold and reach out to you to verify the details of your order for the safety of our company and for the credit card holder.

Examples of when our system will detect and flag orders as a potential risk of fraud.

  • If you are placing an order with a credit card that is issued in a different country than where you are placing the order from.
  • If the billing and shipping address do not match.
  • If there is a history of previous potential fraud orders.
  • If the name of the card holder does not match the buyers name.
  • If the CV code located on the back of card is incorrect.

If the necessary information is not collected or if we feel that an order is a potential risk of fraud your order will be canceled. To avoid any cancelations making your purchase via PayPal is the fastest and safest way to purchase for both the buyer and seller.

What is Route?

Route allows you to visually track your packages, anytime, anywhere and offers you "peace of mind" package protection for all of your orders at an affordable price, it fully protects your package in the event that it is lost, damaged, or stolen.

 

Where is my Route Order ID?

The Route Order ID is a unique identifier assigned to every order that is protected by Route Package Protection. This number allows us to view all the important information to report an order issue.

Each time you purchase Route Package Protection when ordering a package, Route will send an email that includes your Route Order ID.

How can I track my deliveries on the Route mobile app?

You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.

How do I report an order issue to get a replacement or a refund?

To report an order issue with Route please click here.

How do I contact Route?

You can contact Route here.

Order Changes & Requests

Can I change my mailing address?

Once an order enters processing at our warehouse, we no longer have the ability to make any changes to it but we will try our very best. To change an address on an already placed order please contact us immediately with your order number and your new shipping address at info@curlyheaven.com

Can I upgrade my shipping after I placed my order?

Please contact us at info@curlyheaven.com with your order information and we will try our best to upgrade your shipping.

If your order has not yet been processed at our warehouse or have been shipped, we will place your order on hold and send you a custom invoice for the shipping upgrade fee. If your order has already entered processing we will not be able to adjust your shipping method.

How can I cancel my order?

Please contact us at info@curlyheaven.com with your order information and your request to cancel and we will try to accommodate your request before your order enters processing at our warehouse.

If your order has already entered processing or if it has already shipped will not be able to cancel the order.

Orders canceled prior to processing will receive a full refund.

How do I start a claim for a lost package?

To start a claim first you must contact the courier that delivered your package, provide them with your tracking number and they will guide you through the process.

FedEx: 1-800-463-3339 / 1-800-308-3963

https://www.fedex.com/en-us/customer-support/claims.html

______________________________________________________________________________

USPS: 1-800-222-1811 / 1-800-275-8777

(When you hear an automated voice asking you to say required option, say “Agent” to speak to a live person)

https://about.usps.com/publications/pub370/pub370_v10_revision_012016_tech_013.htm

Can I have my order shipped to a PO BOX?

Unfortunately, No. Our U.S orders are shipped via FedEx and they do not ship to Po Boxes, if a Po Box address is entered during checkout you will be contacted via email to provide us with an alternate physical shipping address so we can process and ship your order.

Do you offer phone support?

We do not offer phone support of any kind however we will be more than happy to help answer any questions or concerns you may have via email. Please reach out to us at Info@curlyheaven.com.


Didn't find the answer you were looking for? Then send us an email at info@curlyheaven.com

We're always here to help!