Frequently Asked Questions

Q: Can my online order be collected in person since I live in Chicago? 

A: At this time we are not offering pickup service. Please feel free to shop online, your order will ship within 3-4 business days. Hand Sanitizers and KN95 Masks ship within 48 hours, unless otherwise stated.


Q: How Do I Check the status of my online order?

A: To check the status of an online order please send us an email to Please include your full name, the order number, and question.  Emails are responded to within 1 business day.


1. When will I receive my tracking number? / My tracking number is not working. 

Tracking information is sent to your email or via text message (depending on the option you selected at checkout) AFTER the normal processing time of 3-4 business days has been complete. Once your order has shipped the mail carrier will update the movement of the shipment within 48 hours.   


2. Can the hair be dyed/bleached?

Yes, the hair can be dyed or bleached to achieve the color of your choice. (We suggest having a professional to perform these services). 


3. Is the hair true to length?

All hair is true to length, meaning the inch you order is the inch you will receive.


4. How much is shipping?

Standard Shipping is $11.00| Express shipping is $35.  International $45  (6-10 business days) If you would like your package insured for more than $100 please email our Customer Service Center at for additional insurance pricing. We are not responsible for lost merchandise.  Non-US residents please contact HER Customer Service Center at for express shipping rates. 

**If a claim for a lost or damaged packaged is filed with any of our mail carriers resolution/ refunds can take up to 30 days to be processed


5. How long is processing time?

Processing time is 3-4 business days for standard or express shipping options. If for any reason processing time has ran behind we will notify each customer via email. Delays can occur when sale volume is high.In this event, refund options are not available.  

*Please note that we do not process orders on weekends, only Monday- Friday.


6. How Long Will It Take My Order To Arrive Once It Is Processed? Is a signature required for my package?

3-5 business days is standard delivery time. Express Shipping is 1-2 days, excluding Sundays.  A signature is required for all packages. We DO NOT ship to P.O. Boxes. However, in the event you are not able to sign for your package, you may call our carrier provided to hold the package for a pick-up or schedule a delivery date. Packages sent via USPS can be held for up to 15 calendar days.


7. Is it possible to have my order shipped to an address other than my billing address?

Unfortunately, no it is not. Everyone must have a matching/ confirmed billing and shipping address, per merchant services agreement. South Africa, must provide photo ID with matching billing and shipping address before your order is shipped. 


8. Can my order be processed the same day?

Yes, when rush service is available, the option will be available under shipping options at checkout. If rush service is not selected, the order will be processed in the order in which it was received.


9. I placed an order. Then, a refund was issued, why is that?

A refund was sent to your original method of payment due to your billing and shipping address being unconfirmed. If an order is cancelled for other reasons you will receive a detailed email upon request.


10. May I cancel an order?

Yes. However, we have a $50 restocking/ cancellation fee for hair products and a 15% cancellation fee for hand sanitizers, gloves, or KN95 masks. Digital Downloads are non-refundable. To cancel please notify Customer Service the same day. Request must be sent via email- include full name, and order number as well as request for reimbursement. Once an order is cancelled you will be refunded immediately. Please be advised, if a request to cancel your order is made after business hours, we will not be able to grant a refund. A store credit will be issued. 



12. May I edit my order?

Yes, please contact customer service at during regular business hours. Please contact us the same day, if your request is made after business hours and your order is shipped we apologize, exchange options are available. However, additional shipping fees apply. 


13. How much is the student discount and how long does the code last?

The student discount will save you $5 off your entire order. The code expires in 30 days.


14. How do I check the status of my online order?


Please send an email to for an exact shipping date. The date will be 3-4 business days from the time that the order is placed, not including weekends.  

15. What if my order was shipped incorrectly, what are my options?

We strive for 100% order accuracy. However, in a rare instance, if your order is shipped incorrectly please contact customer service within 24 hours of delivery. We will exchange your order and shipping fees will be paid for by us! Please note, your original shipping option will be used. Processing for exchanges can take up to 2 business days.


16. What are the hours for Customer Service and how do I contact them?

HER Customer Service Center:

Mon- Fri:

10:00 AM CST- 4:00 PM CST







 17. May I use my student discount?

Yes. However, if a code is required for the sale we will manually reimburse your student discount since only one code is allowed at a time. Please send an email to HER Customer Service Center with your order number to retrieve your savings. Please note, only student discounts can be applied to sale items. Other promotional offers or store credit options are void. 



18.  How many bundles will I need to complete a sew in and what grade are HER Extensions?

We specialize in best hair on the market at all times. 3 bundles are recommended for a complete sew in. 3 bundles can be used for lengths 12-20 inches. However, depending on how full you want your hair to appear here are our recommendations:

10 inches- 2 bundles

12-20nches: 3 bundles

     22-26 inches: 4 bundles

(two bundles of the longest length)

  28-30 inches: 4-5 bundles

Please Note: Longer lengths equals thinner ends.

 All Bundles are sold individually, unless under Bundle Deals category


19. I would like a 1B color is that possible? 

All of our products come in various colors since each bundle of hair is from a different donor. We do not guarantee an exact color. Available shades are light- dark brown. 


20. I received my package via DHL, UPS, or Fed Ex and the packaging was different, why is that?

Items shipped via DHL, UPS or Fed Ex will be in the original state. Your items were not in stock at our Chicago storage and directly imported to ensure on time delivery. 


21. I requested Express shipping, but my order did not ship out yet. Why is that?

Your shipping option is effective after our processing time is complete. All orders are processed in the order in which they are received, unless Rush Service is selected.


22. Do I have to leave a voicemail for my call to be returned? Or I sent a text message and did not receive a response.

We do not offer phone support. Please email us at or begin a Live Chat M-F: 10am- 4pm CST.


23. Are Samples available?

Yes, samples are available under the wholesale tab


24. Where are you located?

We are located in Chicago: Downtown, Hyde Park, and Orland Park


25. Why is the pick-up asking me to select a shipping option?

There maybe additional items in your cart. Please remove the extra items and select FREE SHIPPING (0.00). Only the pickup deposit should be in your cart.


26. How long is the Wholesale Price Cut valid?

The price cut is no longer available. We have permanently reduced prices now (Yay)!


27. Where do I submit my design for the customized Bundle Wraps?

Once you have made your purchase send design to,, please include your order number in the subject line.



28. Do you design Bundle Wraps?

No, we ask that you send us your desired design. 


29. What is the return policy for the Bundle Wraps or Poly-mailers?

Due to the nature of the products, All sales are final. 


30. Is HER Extensions® affiliated with any other hair companies?

NO. We are solely named and registered as HER Extensions® LLC, 


 31.  May I have a wholesale quote?

We do not provide quotes. Please request wholesale prices, we will send a price list to you in order for you to tally totals. 


32. Do you provide wigs?

Not at this time, we are currently in the sampling process in order to offer them soon  


33. How Do I Accept the Terms at Checkout?

By completing your purchase online  



35. Who should I make my Cashier's Check or Money Order payable to?

Please contact us at for details 


36. What is the average startup cost for standard wholesale with 30 pieces

The average transaction for standard wholesale orders varies