How can I place an order?
Placing an order at www.hairyougo.com requires an account. You can get an account by clicking Register button located in the upper right hand of nearly every page of www.hairyougo.com and fulfilling the registration successfully.
How can I cancel my order?
If an order shows "Being Processed," you can click the Cancel button to cancel the order. Once an order shows that it is "Being Packed," it cannot be cancelled.
When will my order arrive?
Most products are in stock and ship within 24 hours, delivered within 2-7 business days. You will receive an email with the tracking information once your order has been shipped. Please notice that it may take up to 24 to 48 hours for tracking information to be available from the shipping company.
What can I do should I have any problem with my order?
You are welcome to click Contact Us button at the bottom of the page or to drop us an email with your concern to firstname.lastname@example.org at any time. You can expect a reply within 24 working hours.
What can I do should I find my order with defects?
At www.hairyougo.com, we have made it our policy to purchase only first quality merchandise from suppliers that we feel are reputable. Our goods are officially licensed.
For defective merchandise, we will work with you to ensure your satisfaction.
All defect claims must be made within 7 days of original receipt. NO Claims will be considered without proof of defect, not limited to, but including pictures. We will require pictures to be sent to us via email. Upon review of the images by our trained staff, we will make a determination of the cause and make a judgement on the defect cause (manufacturer or customer). If we determine that the defect is true and not due to action by the customer, at our discretion, we will either to replace the merchandise, issue a partial refund or refund your purchase price. We may require that the item is returned to our facility.
Please note that improper washing or over-stretching of materials is not considered a manufacturers defect. Manufacturer defects are rare, but typically would include unraveling seams, improper stitching, or imperfections in the printing. Cuts die to careless opening of packages are not considered defects.
What am I expected to do should my order get damaged during shipping?
Our merchandise is shipped in packages provided with superior protection against damage during shipping.
Damage to merchandise caused by opening packages with a sharp object is not considered to be damaged in shipping nor a defect in the merchandise. As a professional retailer, we easily recognize damage from scissors or razors used when opening packages and will reject the claim in these cases.
If damage occurred during shipping, all original packaging must be included with the claim. This includes all stamps and markings of "Damaged in transit" applied by the courier.
All damage claims must be made within 7 days of original receipt.
What can I do if my package gets lost during shipping?
Packages sometimes get lost in the mail. Please verify that all address information provided with the original order is correct. It can take several weeks for the courier to correct invalid addresses. Our packages are traceable using the tracking number provided in the shipping confirmation e-mail. All lost package claims must be made within 20 days shipping for domestic orders, 28 days for international orders. Claims initiated beyond the stated limit may not be honored.
We cannot be held responsible for delays incurred by the courier as it's out of our control.
Packages lost due to incorrect address information are the responsibility of the customer. We cannot be held responsible for lost packages due to incorrect address information.
If for some reason, the courier is unable to deliver a package due to an incomplete or incorrect address and returns it to us, we will contact you for an alternate or corrected address. These orders may be subject to a reshipment charge to cover postage costs. This fee may be applied even if the original order included free shipping as we will incur a second shipping charge to complete the reshipment. If you chose not to have us reship the package, a refund will be issued only for the merchandise; the original shipping fee will not be refunded. We will reship packages one time per order. If the second package is returned, only a merchandise refund will be issued.
How do I make a return?
Please see our Return Policy for further information.