Help Center

How may be help you today? If you don’t find answers below to your questions, feel free to contact us at any time.

Help Center

How may be help you today? If you don’t find answers below to your questions, feel free to contact us at any time.

Help Center

How may be help you today? If you don’t find answers below to your questions, feel free to contact us at any time.

Frequently Asked Questions

Get answers to hair extensions commonly asked questions. Here, you can find information regarding ordering, exchanges and returns, shipping, and more. Also, we’ve include some helpful tips for hair extensions commonly asked questions hair care. We fully understand that no two people’s hair are the same. To that end, please don’t hesitate to call us during normal business hours at 1-833-HVNSENT. Or, email us any time. We want you to have the best shopping experience possible, and look fabulous!

Frequently Asked Questions

Get answers to hair extensions commonly asked questions. Here, you can find information regarding ordering, exchanges and returns, shipping, and more. Also, we’ve include some helpful tips for hair extensions commonly asked questions hair care. We fully understand that no two people’s hair are the same. To that end, please don’t hesitate to call us during normal business hours at 1-833-HVNSENT. Or, email us any time. We want you to have the best shopping experience possible, and look fabulous!

Payment

What payment method do you accept?

We accept all major credit cards: Visa, MasterCard, American Express, and Discover. We also accept PayPal payments, Amazon Payments, and Apple Pay.

Is my payment safe?

We're here to assure you that your credit card information is safe when you're ordering from our site.

This Site incorporates physical, electronic, and administrative procedures to safeguard the confidentiality of your personal information, including Secure Sockets Layer ("SSL") for all financial transactions through this site.

Why was my card declined?

A common reason for orders declining is due to the billing address details being entered incorrectly.

When you proceed to checkout, please make sure that all of your personal information matches the exact information on your credit card.

If some information doesn't match, the transaction will not go through.

If you are still experiencing problems and you would like to speak with a customer service member directly, please email us at info@heavensenthairsupply.com

Account Help

How can I get a discount?

We know everybody loves a good deal. Subscribe to our newsletter if you haven't already. Stay tuned for sales and special sale events by following us on social media. Just click the links at the bottom of the website to get connected!

Do I need to create an account?

It's not mandatory, but it's highly recommended that you do. Creating an account allows you to see all of your orders and activity in one place. Plus, we can assist you more efficiently with less delay.

How do I share photos of my Heaven Sent Hair?

We love photos! See your photo on our website by using the hashtag #heavensenthairsupply. Or, upload your photo conveniently from your Instagram account using the photo widget on our home page or product pages. You can also send your photos directly to us through our contact form upload. We cannot wait to see you!

Shipping

What are my shipping options?

We use both US Postal Service and FedEx to ship your orders. We can help you select the best shipping option for your needs:

Shipping Method Estimated Delivery Time
US Postal Service First Class 5-10 postal days
US Priority 2-3 postal days
FedEx Ground (Business) 3-5 business days, excludes weekends
FedEx Home (Residential) 3-5 business days, excludes Sundays
FedEx 2-day 2 business days
FedEx Standard Overnight Next business day by evening
FedEx Priority Overnight Next business day by 10:30 in non-metropolitan areas
FedEx Priority Overnight Saturday Next day Saturday delivery by noon in most areas
When will my order ship out?

All standard orders have a processing time of 3-6 days. Afterwards, we will ship it and it should reach you in 2-4 days. Please take into account that the processing time (3-6 working days) will add to the shipping time. So, expect your order to arrive within 8 to 10 business days.

For US orders, we offer 2 shipping options:

(1) Standard Delivery (FREE) - The order will be delivered in 3 to 7 business days after processing time.

(2) Two-Day Shipping Priority - $14.95 - The order will be delivered by UPS in 2 business days (for orders placed before 3pm). 3 business days (for orders placed after 3pm). After processing time (1 business day).

For international orders:

Free worldwide shipping for orders over $125.

Worldwide Shipping $14.95 for orders under $125.

Express Worldwide Shipping - FedEx International Priority $24.95 for orders of any value.

Please take into account the processing time (3-5 business days) that will add to the shipping time.

Depending on stock availability, please check the page of the product you are ordering to see if other periods apply.

Expect your order to arrive within a total 5-10 business days in the US and within 12-18 business days internationally.

Do you ship internationally?

Yes! We ship to every country in the world.

Can I track my international order?

We provide international delivery worldwide with an online tracking number. And a signature confirmation to make sure you receive your package. Orders can be tracked through DHL: http://www.dhl.com or FedEx: https://www.fedex.com/

Do you ship to PO Box addresses?

Yes. But, we cannot ship via a traceable method to any post office boxes.

Delivery time cannot be guaranteed nor can the package be tracked. We also cannot be held responsible if you do not receive your package.

We encourage you to provide a physical address so that your packages can be tracked.

How many days before my appointment should I place my order?

We recommend you order your products at least 7 business days before your scheduled appointment. This will give the carrier enough time to complete pickup and delivery before you need it.

Exchanges & Returns

What is your exchange/return policy?

Heaven Sent Hair Supply will gladly offer a store credit within 7 business days of your tracking number delivery date. The product must be returned in the same condition and original packaging you received them in.

Read our full return policy or process a return or exchange request here.

Do I get a refund for the full value of my order?

In short, refunds are store credit only and issued on a case-by-case basis.

Read our full return policy or process a return or exchange request here.

Do you refund shipping cost?

We do not refund shipping costs, custom fees, taxes or duties.

Products

Do you have a color chart?

Hair Extensions Color Chart

Looking for a different color? Contact our customer care team.

Is colored hair Virgin?

No, colored hair is no longer Virgin. To achieve colored hair, the Virgin hair is colored using a coloring process. When shopping on our site, if the color you select is not Virgin Natural #1 or #1B, then the hair has been colored. Therefore, it is not Virgin anymore.

Can I color this hair?

Virgin hair can be colored. All hair is natural and can vary. Therefore, some hair may be more difficult to lift than others. Always remember you can only go 2 to 3 levels lighter with virgin #1B hair. To go lighter will require bleaching, which should be left to licensed professionals.

Colored hair should not be colored. This hair has already gone through one chemical process to achieve the color. So, treating it again could lead to undesirable results.

Our advice is to always have your hair colored by a licensed professional or hair colorist. If you do decide to color it yourself, perform a strand test on a small section of the hair. If you need advice, give us a call or contact a professional for more help. Please keep in mind, once hair has been colored, your return or exchange is void. And we are limited in how we can help if a problem arises.

Orders

My tracking information only says "Label Created". Help!

Don't worry. This just means your package has not been scanned by our FedEx or USPS pick up driver. The email is sent when the label is created. But you'll only see the tracking status update after it's scanned into the system.

How much hair do I need to order?

For a full install we recommend 2 packs if you're trying to achieve 18 inches and under.

For 20 inches and over we may recommend a 3rd pack for a full installation.

It's always better to purchase a little extra rather than not enough. You can always return any unopened packs or use any leftover for a future install.

How do I match my natural hair color?

Take a look at our color system where you can view color swatches of our most popular colors. Our hair colors have proven to work for the most popular natural shades.

However, due to the nature of natural hair, colors can have slight variation. If you are particular about your shade, we encourage you to upload a photo right from your computer or phone from contact form. This way, we can do our best to hand select your best match.

Our customer care team is relentless about making sure you're satisfied with your hair from beginning to end. So, don't hesitate to reach out for help. We can even send you photos of the actual hair you would be receiving. We will work closely with you to find your perfectly matched color.

How can I get free shipping on my order?

Keep an eye out for our latest sales and promotions. Sometimes we offer free 3 day shipping on all orders over $350. Free shipping on international orders will be shipped through USPS and delivery times may vary.

How do I cancel or change my order?

Easy peasy. Just contact us during normal business hours or send an email to [safe]info@heavensenthairsupply.com[/safe]. We'll do our best to get back to you lickety-split!

How fast can I get my order?

FAST! You can receive your order the very next day by 8am if you need it! We offer several expedited shipping options at checkout, but please keep in mind that our shipping cutoff is 2pm PST. That means you need to get your order in by 2pm our time in Tennessee for it to ship the same day. This applies to all orders placed Monday through Friday, excludes Saturday.

FAQs 12/11/2019