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Fast Help Service

Please Choose Your Question Type:

Question Before Purchase
  • About Products

    • Can I ask for small/large cap?

      Our Stock Size is Medium which is 22.5 inches, and we have the combs and elestic band or adjustable straps inside. We got your request for your order, You would like to use the Small/Large Cap for your wig, Is that right? Kindly Reminder: Our Front lace wigs could not be changed the size. For 360 wig/Bob wig/customized wig. 1. Small Size is 21.5 inch, Large Size is 23.5 inch, you should know your own size and make a suitable decision. 2. If you change to those special size, you may need wait another extra 4-7 days, if you can wait? 3. It will be charge extra $10 for making the special size for you. For U-part wig: Our U-part wigs could not be changed the cap size, but the top is empty you can adjust the wig according to your head size. Could you accept the above tips for your order? If you want to ask for small/big cap. Please remember to take a note on the cart or send us the Email.

    • Is your hair 100% human hair? What is the grade? Where are they from?

      We are selling nice virgin hair, which is natural and nice. It is 100% human hair, and top virgin hair. It is Brazilian hair.

    • Can they be straightened, curled?

      Treat the hair as if it is your own. Use a flat iron/straighter or tongs even when fitted, but as with your own hair, never use hot tools too often as you could dry the hair and it will not last as long.

    • Can I dye color the hair?

      Yes. The hair can be colored. As a general rule it is easier to darken the hair than to lighter the hair. We highly recommend having your hairdresser dye the extensions as you will get the results you want, coloring them yourself always poses a high risk of not coming out the shade you want. If you can not get to a salon, always use a good quality hair dye and test a small sample first.

    • Can I wash & blow-dry the hair extensions?

      You can wash them as you would your own shampoo and conditioner. We also recommend using a hair treatment on them every few weeks, because the hair is not attached to your scalp, it is not getting the oils it should be. Using a treatment/hair mask will need to wash your extensions too much, about every 3 weeks. but it is not recommended to do it too often. It is best to let your hair extensions dry naturally after washing them.

    • Can I go swimming with a wig?

      Yes, you can go for a swim with the wig. When swimming, we suggest to wear a swimming cap. Because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It's better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

    • What type of hair care products should I use?

      Treat this hair just as if it was your own hair. Use good quality shampoo and conditioning products. Conditioning your hair is very important to keep it soft and manageable, so use leave in conditioners. You can also use products like gel and hair spray to keep the curls in place, but make sure to wash your hair and not leave in these products in for a long time.

    • Is your wig/hair getting tangled or shedding?

      It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, and twice a week is even better. Brazilian virgin hair needs to be combed from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, which we don't suggest combing it. If you have to, please comb it with hands or a wide-tooth brush gently. Tight-tooth brush will ruin the hair’s original shape and make it frizzy and feel like tangled! Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping, please bond the hair with an elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest wearing a swimming cap. Because the sea water or pool water is not good for hair, and it will make the hair tangled and rough. It`s better to wash it with warm water, hair shampoo and hair conditioner after swimming.

    • What color is the wig of the lace?

      Normally for the lace wig, it is Swiss Lace, which comes in light brown.

    • Does your wig come in bleached?

      Our lace wigs are already bleached under the condition that the hair would not shed. the lace is also slightly bleached, which is more slender and lighter. It can't be deeply bleached, because it is a high risk to broken the lace.

    • Can your hair be dyed? Can you dyed for me?

      Yes, Our hair is nice virgin hair , which can be dyed or bleached. Customized dyeing needs to provide color number or picture.

    • Can your wig use without glue? Can I make ponytail or bun?

      You can try to use it with glue or without glue, but using glue will be more natural looking. Some sisters don`t use glue because their hair is secured with a custom strap.It is Made with the Adjustable Straps and Elastic Band or Stretch Lace Caps to Ensure Perfect Fit and Security of the Wig. As for the ponytail or bun, definitely yes, you can make it.

  • About Shipment

    • How long will be shipped after I place an order?

      We offer Express shipping ( free shipping ) which takes 3-7 business days ( 3-5 business days in USA, others is 3-7 days ). For pre-sale or customized items, it will need ( 5-7 days) extra to be ready for shipment then. please confirm shipping time with our service via [email protected] Express Shipping includes DHL and Fedex. And you can receive a notification after shipped out.

    • Which express do you use? How long can I receive the parcel?

      We ues DHL or Fedex. Generally, the package will be delivered with 3-5 business days in USA. 3-7 days delivery in other countries.

    • How much does shipping cost?

      Standard shipping is FREE!

    • When will I receive my tracking number?

      You will receive a shipment confirmation email and tracking number within 24-48 hours of your order being shipped.

    • Can you provide the Overnight shipping service?

      Sorry for that, we did not have the overnight service. The fastest delivery time is 2 days.

    • What if my order delivery was delayed?

      We definitely will deliver your order in time under normal circumstances. While, shipping delays may occur due to holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times.

    • Can I use Po.box as the shipping address? Or billing address?

      We don't accept PO.box(including FPO or APO) as the shipping address, because the Express(DHL/Fedex) can't delivery, we only accept the physical address as shipping address. However, you can use PO.box as billing address.

    • Do I need to pay the customs duty?

      The customs duty is determined by the custom of your country. And it is uncertain to know how much about it.

  • About Payment

    • What payment method do you accept?

      We accept Visa, American Express, Mastercard, Discover, Visa/Debit or Paypal. If you wish to pay with multiple credit cards, please contact our customer [email protected] where our team can assist you further. We do not accept cash, cheques, installments, nor Cash On Delivery payments.

    • Why is my card declined?

      Sometimes when your card is expired, insufficient balance, or poor credit (maybe have a record of Chargeback or others) will lead to card declined when paying. So we suggest customers don't take a dispute with no reason, your personal credit record will be affected, and your next shopping will be declined. When your are declined, you can call your bank for the problem. Or you can try your another card. If still any problems, please send email to us : [email protected]

    • Is it safe to use my credit card on your website?

      We are sure that our website is legal , which has been certified by the card organization. So please don`t worry about that. Your payment information is kept by your bank or card organization, but not saved by us. We only use your shipping info for delivery. Your information is safe and we will keep your information confidential. If you have any problems, please feel free to contact us: [email protected]

    • How do I use my coupon code?

      The purchasing process on our website is: Add to Cart > Checkout > Confirm > Payment. When you Checkout or Confirm, you can apply the coupon code.

    • Can you send me an invoice?

      Yes, we can send you the invoice if you need, just feel free to contact us.

    • Can I use two coupon codes in one order?

      No, one order can only use one coupon code.

  • About Us

    • Can I be your brand ambassador?

      It would be better if you have active social skills and outstanding shooting skills. If you meet our requirements, please send an email to [email protected]

  • About Return Policy

    • If I don’t satisfied with your products, can I return it? Can I get the full amount?

      If you don't want your order or you place the wrong order or want a longer length and you would like to exchange the order, you need to pay for the return charge, and your refund will be reduced $20 (because of the shipping fee we paid at the beginning).

    • How to return an order?

      Please e-mail us at [email protected] and let us know your order number. Our customer service representatives determine eligibility for refunds and exchanges and then a "Return & Exchange" authorization will be sent to you.

    • If I return the parcel, do I need to pay the returned shipping fee?

      If the returning is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you; If the returning is due to the buyer's problems (such as: don't like/want the item, order a wrong product/size ), we will remove $20 from your refund as loss of freight and handling fee.

    • How long can I get a refund if I return it?

      Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 3-5 working days.

    • If I make a wrong order, can I exchange it?

      If the parcel has not been shipped, you can send an email to [email protected] We will modify the order for you. Once your parcel is shipped out, you can try to make an exchange after receiving it.

Question After Purchase
  • About Order

    • Where is my order? Can I have a tracking number?

      Generally, we will ship out your order within 1-2 business days. Once the parcel has been shipped, we will post the tracking number on the website and to your email. You can check the status. If not, you can send us an Email. Our colleague will help you.

    • What should I do if I didn’t receive an order confirmation email?

      If you have not received a confirmation email about your order, you may have written your email incorrectly when you purchased or the email might be in your spam folder. Please feel free to contact us if you need help.

    • Why is the shipment status of my order showing an abnormality or pending?

      If it shows abnormality or pending in short time, that maybe normal transport state. If it lasts a long time( over 1 day), you can call the DHL/FedEx to ask about what is going on about it. Or you can send us the Email to [email protected], we will help you out.

    • When can I receive my order?

      Normally, your order can delivery within 3-5 business days, if weekend or holiday or Customized wig, it maybe have a 3-5 days delay.

    • Can I change or cancel my order?

      If you want to cancel or change your order, please send email to [email protected] at first. If within 2 hours after ordered, we can do it for you, if over 2 hours, we can't make sure that.

    • If I'm not at home, Can I have a delivery service without signature?

      Yes, you can. You can leave a note in your order, or call DHL/FedEx to apply the service. After you applied the service without signature, if the package is lost or stolen, we do not take any responsibility.

    • Can I change the address?

      If your order are still not shipped, we can change the address for you. If it is shipped, you may have to pay extra fee for it. If you contact the courier privately to change the delivery address, then we have the right to charge you additional fees. So if you need to change the address, please contact us at first.

    • Why haven't I received my parcel yet?

      Once the parcel has been shipped. We will post the tracking number on the website. You can check the status. If not, you can send us a e-mail. Our colleague will answer you.

    • Why is my order always at the pending status?

      If you paid your order via PayPal and used E-check, then your order will be at pending status until your payment is cleared. So you need to clear the payment on PayPal at ASAP, then we can ship your order soon.

    • Why the shipment status shows that I have signed. But I did not receive the parcel yet.

      Once that happens, it means someone has signed the package for you. It may be your neighbor or family and friends. Please confirm it first. If not, please contact us.

  • About Hair Usage / Care

    • Can I bleached the knots/dyed/do the texture by myself?

      1) Our lace wigs are already bleached based on the guarantee of the hair not shedding. If you need more bleaching, then you can do it by yourself or ask a hairstylist to help you. But for the undetectable full lace wig, it has silk base below the lace, so we can't provide the bleaching service on it. And we suggest not do so because transparent lace is a special lace material, no need to bleached any more. 2)Our hair is nice virgin hair, which can be dyed. So you can dye it by yourself or your hairstylist. Please don't dye on the lace when there is a undetectable full lace wig to avoid damaging the lace. 3)It is sure to do the texture you like if you want. Also, it may be better that try to ask a hairstylist to help you.

    • How do I care if my hair is tangled?

      It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, twice a week is better. Brazilian virgin hair comb the hair from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, we don't suggest to comb it. If you have to, please comb it with hands or wide-teeth brush gently. Tight teeth brush will ruin the hair original shape and make it fizzy and feels like tangle. Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping, please bond the hair with elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest to wear a swimming cap. Because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It's better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

    • How to wash my hair?

      When you wash the hair, better to brush it first. Use warm water and hair shampoo to wash for twice. Then put hair conditioner equally on the hair for 5 minutes. Then wash it with cleaning water. Hair conditioner is very necessary every time when you wash your hair! We suggest you to use high quality hair conditioner. If you want to blow your hair dry, please blow to 80% dry, then keep the rest 20% to naturally dry, by this way, it will keep your hair away from drying and frizzy! When you feel the hair is very dry, you can spray some hair oil. Meanwhile, when you wash the hair, you can pour little hair care oil into warm water, and put the hair inside that warm water for 10 minutes around. The hair will be more silk and soft comparing before. But we don't suggest you to use hair oil everyday. Because hair oil may make your hair strands dry and hard! If you want to get your hair curls back, better to use crimping iron to curl the hair according to its original curl shape again!

    • What glue should I use to install my wig?

      If you don't know much about hair installation, we recommend that you make an appointment with a professional hairdresser to help you install it.

    • Can I swim with my wig?

      Yes, you can go for a swim with the wig. When swimming, we suggest wearing a swimming cap. Because the seawater or pool water is not good for the hair, and it will make the hair tangled and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

    • Why is my hair tangled or shedding?

      It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, and twice a week is even better. Brazilian virgin hair needs to be combed from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, which we don't suggest combing it. If you have to, please comb it with hands or a wide-tooth brush gently. Tight-tooth brush will ruin the hair's original shape and make it frizzy and feel like tangled! Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping, please bond the hair with an elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest wearing a swimming cap. Because the seawater or pool water is not good for hair, and it will make the hair tangled and rough. It's better to wash it with warm water, hair shampoo and hair conditioner after swimming.

    • Why is the package I received different from the one in the picture?

      Normally the wigs in the pictures or videos that we post on our social media are installed and restyled by our hairstylists, so it would look more gorgeous. But actually it is the same as yours with the same materials. Therefore, you can ask a hairstylist or book our local hairstylist to help you install. We are sure you will be more gorgeous.

    • Why does the hair come in brown? Or have white hair?

      For our wigs, the hair material is collected directly from donors. It is natural hair without any process, so most hair color is natural color. And most hair's natural color is not jet black, sometimes it looks like brown under the sun or shiny light. Maybe there is little white hair because it has already existed when we collect from donors. However, it doesn't affect the usage, so please don`t worry about that. If you don't like the brown/white hair, you can dye the color by yourself or ask a hairstylist to help you dye it. This hair is very healthy, high-quality and can be used for a long time. It can be dyed and bleached well, which can be used over 2-3 years with good protection.

    • Why did my style disappear after I washed?

      For our wigs, the hair material is collected directly from donors. It is natural hair without any process, which can be used for a long time. Normally when we wash the hair, the style may change a little, because we stick to the human hair. It will be nice again with the shape of flat iron after drying. The hair is nice virgin hair, which can be dyed, bleached, shaped. And it can be used over 2-3 years with good protection. Here are some tips to help wash and care your hair: 1)When you wash the hair, it's better to brush it first and use warm water and hair shampoo to wash for twice. Then put hair conditioner equally on the hair for 5 minutes. Then wash it with clean water. Hair conditioner is very necessary everytime you wash your hair! We suggest you use high-quality hair conditioner. 2) If you want to blow your hair dry, please blow to 80% dry, then keep the rest 20% to naturally dry, by this way, it will keep your hair away from drying and frizzy! 3) When you feel the hair is very dry, you can spray some hair oil. Meanwhile, when you wash the hair, you can pour little hair care oil into warm water ,and put the hair inside that warm water for 10 minutes around. The hair will be more silk and soft comparing before. But we suggest you not use hair oil everyday. Because hair oil may make your hair strands dry and hard! 4) If you want to get your hair curls back, better to use crimping iron to curl the hair according to its original curl shape again!

  • About Hair Problems

    • Why do I receive the parcel not like the pictures shows?

      Normally when we post the pictures or videos to our social media. It is our hairstylists installed and restyled the wigs. So it looks more gorgeous. Actually it is the same unit used. You can ask a hairstylist or book our local hairstylist to help you install. We are sure you will be more gorgeous.

    • Is your wig/hair getting tangled or shedding?

      It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, twice a week is better. Brazilian virgin hair Comb the hair from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, we don't suggest to comb it. If you have to, please comb it with hands or wide-teeth brush gently. Tight teeth brush will ruin the hair original shape and make it fizzy and feels like tangle! Please always comb the hair from the ends and work your way up.

    • Why does my wig/hair smell a little?

      It is the smell from the factory, not the smell of chemicals. For our wigs, the hair material is collected directly from donors. It is natural hair, no any process, which is healthy and good quality can use a long time. So please don`t worry about that. We would try to minimize fragrance as well.

    • Why is the size I received shorter/thinner than the expected?

      Normally we said the length online it is the original length of the hair, not the length after the shape, if you believe it is shorter than the actual length, please kindly try to measure it pull straight from the top to the tip. Then you can see its true length. For the U-part wig, normally it is made at the same weight. So the longer the length, the thinner it looks. But there are many customers already tried it and did install well. This density is OK to make a nice style. We will try to add more density at length longer than 20inch. But the price may be higher than now. For our full lace wig and undetectable full lace wig, it is 150% density. And it is already the best density at this price. If you need fuller density, maybe you can try high density wig. You can check these links for higher density wig: high-density

    • Why is the hair come in brown? Or have white hair?

      For our wigs, the hair material is collected directly from donors. It is natural hair, no any process, mostly the color is natural color. And natural color is not jet black shows. Sometimes it looks like brown under the sun or shiny light. Maybe there is little white hair because when we collect from donor, it exist there. It doesn't effect usage, so please don't worry about that. If you don't like it brown/white, you can dye the color by yourself or ask a hairstylist to help you dye it. This hair is very healthy, and good quality to use longer time. It can be dyed and bleached well, which can be used over 1-2 years with good protection.

    • Why do hair ends split or have short hair?

      For our wigs, the hair material is collected directly from donors. It is natural hair, no any process, so it may have a little split ends/have little short hair inside. This is actually insist in human hair, but not much doesn't effect usage. You can try to use scissors to cut a little end, and then do some hair care, it will be nice again. This hair is very healthy, and good quality to use longer time. It can be dyed and bleached well, which can be used over 2-3 years with good protection.

  • About Contacting Us

    • Why did I send an email, and didn't get your reply?

      Sometimes we can not reply in time because of the time difference.Maybe we are off work/weekends at that time. But we will reply immediately after work, so please don`t worry about that.

    • Why did I send a DM message to you at IG, and I didn't get a reply?

      We have a lot of fans sending DM every day, and we may miss some message, so if there is something urgent or important, please email us. Besides, if you don't follow our IG, we may not see your DM.

    • Can I call you?

      Yes, you can call us if needed. But email might be the best recommendation. And you'd better write the most urgent question as the email title, and as concise as you can.

    • I need to contact you urgently. Can I get your call?

      This is definitely OK. Here is the phone number: (717) 883-5951

  • About Tax / Custom / Duty

    • Why I need to pay the customs duty?

      Each country has different tariff policies. We usually try to help you avoid customs duties legally. If a tariff is charged, you will have to pay the duty.

    • Why my parcel was stayed at the customs?

      Customs spot checks are random.Once the customs clearance is completed,the package will be deliveried within 2-3days. Please don't worry, if any problems, please contact us.

    • Why am I overcharged when I pay my order?

      We only charge the amount of your order. As for the extra fee, it may be the handling fee charged by your bank, which is related to the type or area of your card.

  • About Return / Refund

    • I made a mistake to place the wrong order/do not like my hair, can I return it?

      Yes, you can, but you need to contact us via email first after you receive the parcel. It was returned for personal reasons due to your wrong order/your dislike for it. So we will remove $20 from your refund as a loss of freight and handling fee, please kindly understand that.

    • Can I get a full refund?

      If the returning is due to our problems (Such as: Incorrect products, Quality problem of products), after confirmed, we will provide a full refund for you, but you need to contact us about the defective items via email within 2 days. If not reported, we will not issue credit. So if you believe you have received an incorrect item, please kindly contact us within 2 days after receiving your package.

    • If I refuse to accept the package, can I get a full refund?

      We are not accept the refusal to return without any reasons. If you refuse to sign the parcel lead to the return, you will need to pay for the return shipping and the shipping fee we paid the first time. Any expenses incurred during the return of the parcel will also be deducted from your payment. So we suggest customers if have any problems (Such as: place the wrong order/ want to cancel /want to exchange, please feel free to contact us within 24hours via email before shipping, so that we can help you solve it out timely.

    • How soon will I receive my refund for the return?

      Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 3-5 business days.

    • Do I need to pay for the return shipping?

      Please note that original shipping fees will be removed from refund and return shipping costs are the customer's responsibility, if the returning is due to buyer's problem. We do not provide return shipping labels. The return fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address.

Still Need Help? Contact Us HERE

Helpful Hint: The Fast Help Service covers the most common customer questions, and it will help you find a better solution. Generally, we will reply to your email within 12 hours.