Customer Service

Most Frequent Questions Answered Here!
May I have a wholesale price list?
For immediate discounts, we offer select products in our store in volume discounts. Look for the discount located under the "Add To Cart" button in various product pages. We currently are not accepting wholesale applications.
What are your shipping costs and delivery times?
Costs and times may vary based on your location, weight of the shipment and the delivery options you choose. For information on estimated shipping costs and delivery options, refer to the Shipping and Delivery page.
What is the returns policy?
Refer to the Returns Policy page for information on returns.
Contact Us
For immediate assistance, please refer to this page for answers to our most common questions. In every product page there is also detailed information about the item.

If you need additional assistance, send your inquiry through our Contact Us form to receive our prompt reply. Ensure your email address is correct and our domain is in your safe sender's list to ensure our reply reaches you.
Questions and Answers

Can I call to place my order? Back to Top^

We only accept orders right here in our online store. Why? It's safer, easier and more secure. All sensitive information (such as credit card numbers, personal information and email addresses) are encrypted using secure socket layer. Ordering online ensures your data is protected and you are able to double check and confirm the items you want to purchase giving you complete control of the ordering process.

Why won't an item go in my cart? Back to Top^

Our store inventory is programmed to what we have in stock. If we only have 5 items available and you put 10 in your cart, our cart will only allow the items in stock to be placed in the cart.

If an item or an option to an item is out of stock, a message will be displayed that it is out of stock. There will be a button labeled "Notify me when this product is in stock." Click on this button and enter your email address. Our store will automatically email you when this item is back in stock.

What forms of payment can I use? Back to Top^

Domestic customers in the U.S., we accept most major credit cards, Paypal and also our store issued Gift Certificates (vouchers) and Promo Codes. For International customers, we accept most major credit cards. For more information, and how to use Certificates and Promo Codes, refer to the Payment Information page for details.

Do I pay sales tax? Back to Top^

If your order is being shipped to an address in the State of California, you will be charged sales tax. Since we are located in California, we collect sales tax according to the tax rate based on the shipping address.

Can you edit my order? Back to Top^

Under certain circumstances we can edit your order if it has not yet been shipped. Please contact us immediately after placing your order so we can assist you.

How do I cancel my order? Back to Top^

Belorio Virgin South American Hair is the only item in our store than cannot be canceled once the order is placed. A request to cancel an order for items other than Belorio must be made on the same calendar day the order was placed. If we have processed your order for payment, we have been charged merchant fees for the transaction and these fees cannot be recovered. There is a 5% fee on the subtotal of the order which will be deducted from your refund. Once an order has shipped, we are unable to recall the package and cancel.

How do I learn more about an item? Back to Top^

Every item we offer has a detailed information page and product photo (sometimes several). If you have a question that is not addressed on the product page, click on the "Ask a question" button conveniently located right in the details tab.

Can I purchase samples? Back to Top^

With some extension supplies we offer smaller quantities for purchase. At this time we do not offer any item as a "sample."

When will an item be back in stock? Back to Top^

For many items, we are unable to give estimations when they will be back online. Situations may arise out of our control such as custom delays, a lack of raw material, or suppliers may be unable to get shipments to us in a timely manner. If an item is out of stock on its product page, you will have an option to sign up for email notification when it is back in. Please refer to the product page of the item and sign up for this notification alert.

What if I can't get a product to work? Back to Top^

Some products take practice and experience to use. Contact a local licensed stylist or a professional in the hair extension field if you need hands on direction. If you feel there is an actual malfunction with an item or it arrived broken, contact us so we can resolve the issue.

How much hair will I need? Back to Top^

This depends on you and what your natural hair length is already, how long you want the hair to fall, how full you like to wear hair, if you're planning on a fully closed install or if you'll have leave out. The longer and fuller you want your hair and the amount of leave out you will have can dictate how much hair you will need.

Choosing Hair Length For Hair Extensions

There are exceptions to these amounts. Straight, fine hair with little to no volume may require more hair and voluminous hair may take less. It's always best to have a little more hair than you need than to not have enough.

Can I bleach or dye hair? Back to Top^

Yes. However, bleaching (lifting hair color lighter) or adding dye (to darken) may change the texture, and/or weaken an existing pattern. Changing hair from how you originally received it is not recommended and is done at your own risk. We advise to have a professional stylist experienced in changing hair color assess the hair and do the job for you.

If I describe hair, will you look for it? Back to Top^

We do not sell hair not currently listed on our site. Raw material not offered in our store has not yet been catalogued in regard to exact texture or patterns. We require time to go through our steps of sorting and identifying the hair and if we have your requested preferences, they will be listed.

Do you only ship to my billing address? Back to Top^

Yes. We only ship to the card holder's billing address to prevent fraudulent purchases. If you want an additional shipping address added to your credit card, call the 800 number on the back of the card and add another address prior to completing checkout. If you are making a payment with PayPal, your order will ship to the current, verified address in the PayPal account. Ensure your shipping address in our checkout matches with your PayPal account. We occasionally see a different address in the comment notes of the order with a request to ship there instead. If this is a different address than the billing address, it will be disregarded.

Can I get overnight shipping? Back to Top^

The quickest delivery option we offer is Express Mail. In the United States, this is generally not considered overnight but is typically delivered in 1-2 business days after your order is shipped. For shipping time frames, refer to the Shipping and Delivery page for additional information.

Do you ship to APO/FPO? Back to Top^

Unfortunately, no. Since all orders are subject to be signed for upon delivery by the person placing the order, this is not possible with APO/FPO shipments. We recommend having a family member purchase for you and they can forward the shipment to you once they receive it.

Do you ship outside the United States? Back to Top^

Yes, we ship to over 200 countries. By using Bongo US for all international shipments, we're able to keep your shipping costs low and provide several options on how you'd like your order to ship. Refer to our International Shipping page for additional information.

Do I pay customs fees? Back to Top^

If your order is shipping outside the United States, you may be responsible to pay customs fees in accordance to the laws of your country. Please check with your country's customs office to determine what these additional costs may be. Or, place the items you would like in your cart and review your total landing costs prior to submitting payment.

How do I track my order? Back to Top^

Once your order has shipped, a tracking number is sent to the email address you provided in your order. You will be able to click the link and follow the progress of your shipment. If you have an account, log in and you can track the shipment through your order history.

How do I create an account? Back to Top^

Click on "Register" at the top of our web page and fill out the required fields.

  • First and Last Name must be your real name. Do not use titles such as "Ms" or "Mrs"
  • Your billing information will also be your shipping address
  • Username must be a minimum of 4 characters
  • Password must be a minimum of 6 characters
  • Click on "Our Newsletter" box. You don't have to but it's right there so why not?
  • Click inside the box to acknowledge you have read and agreed to our Terms and Conditions

How do I edit my account? Back to Top^

Click on "Login" at the top of our web page and enter your username and password. You will now be in your account and can modify your information.

How do I check my order history? Back to Top^

Click on "Login" at the top of our web page and enter your username and password. Click on "My Orders" and you will now be in your order history. If you do not see any past orders, you either did not have an account created or had not logged in to your account and went through checkout as a guest. If you feel there is an error, please contact us so we can resolve the issue.

What if I forgot my password? Back to Top^

Click on "Login" at the top of our web page and click on the link to reset your password. If you have forgotten your username, please contact us for assistance.