Frequently Asked Questions



FAQ: Click on each questions to view answers

  • 1. What are your hours of operation?
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    Monday – Friday: 9:00am to 6:00pm EST

  • 2. Can I order by phone?
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    In order to place a phone order, please Register your account information HERE and then contact us during regular business hours at toll free 877-586-2512

  • 3. What forms of payments are available?
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    We accept all major credit cards: Visa, MasterCard, Discover, American Express and PayPal.

  • 4. What are the reasons for Declined Credit Card payment?
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    a) Insufficient funds on the account. Contact card issuer to determine reason.
    b) You are APO/FPO customer placing order from overseas.Please call customer service to place your order during our business hours or use Paypal.(www.paypal.com)
    c)AVS Mismatch-your billing address is not matching with one on your bank file. Contact the card issuer.
    d) Gift Card or a Prepaid Card is used.(We do not accept these cards at this moment).
    e)Duplicate transaction-you have submitted two transactions in a short period. Please try in 5 minutes.

  • 5. Is my credit card and personal information secure using your site?
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    We take your privacy and personal information seriously and use every precaution necessary to ensure your shopping experience is safe! Hair Stop and Shop uses the latest Secure Socket Layer (SSL) encryption to keep your private information and credit card information as secure as possible. Payment processing is done through Authorize.Net payment gateway, who is one of the largest and safest payment gateways available on the internet. From the beginning to the end of your transaction your credit card account number is never stored in our systems. For more details and information on our privacy policy, go to the Privacy Policy link at the bottom of our homepage.

  • 6. Do you charge sales tax?
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    We charge sales tax only for orders shipped within the State of New Jersey. As of Jan. 1 2014, the current sales tax rate is 7.00%.

  • 7. How long does it take to receive my order?
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    Once order is placed, you should be expecting your package in one following time frames:

    Standard: Receive in 3-5 business days* from the day order placed.
    Express: Receive in 1-3 business days from the day order placed.
    Free** : Receive in 4-6 business days from the day order placed.

    NOTE: Regardless of when you receive the tracking information(usually within 2-3 business days), the order will be delivered in the timeframe stated above.

    *Our business days are Monday through Friday, excluding major US Holidays.
    -If you placed an order on a Non-business day, please start counting for the following business day.
    **Free Shipping is available on orders over $60 and to 48 US Cont. States.

  • 8. Do you ship internationally or APO/FPO's?
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    We ship all over the world as well as APO/FPOs. CLICK HERE to get shipping rates to your destination.

    Important Information for International Customers: Your order will be subject to import duties and taxes that are levied once the package reaches your country.
    You are responsible for any fees, taxes and duties imposed on your order. No exceptions.

  • 9. How can I track my order?
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    Shipping confirmation email containing your tracking number is emailed once order has been dispatched. If you do not have access to your email, or cannot find the email, you can always log into your Hair Stop and Shop account, go to My Orders, click on the order and scroll down.
    NOTE: Tracking numbers are usually emailed 2-3 business days after you placed your order. If you do not received the tracking information in 3 business days, please contact customer service.

  • 10. What is your return & exchange policy?
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    If you are not satisfied with your order, you need to contact Returns Department at returns@hairstopandshop.com within 7 days of the delivery date. Once we receive your email, we will send you a Return Slip(Packages without Return Slip will be denied and sent back). Once you receive Return Slip, you will have 7 days to return the item. There will be a standard restocking fee of 15% of the purchased price. For unsatisfactory return items, restocking fee may go up to 50% or item will be sent back to customer. Fort detailed return policy, click here.

  • 11. Can I cancel or change my order?
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    An order cannot be cancelled/modified/changed provided the order has been received. If customer no longer needs the product, they can refuse the package on its delivery by mail carrier. Refused packages will be refunded for the merchandise ordered minus shipping and handling cost.

  • 12. I am not receiving my emails, what should I do?
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    They may be in your SPAM folder. To ensure you receive our emails properly, so they are not SPAM filtered, please add our email address: cs@hairstopandshop.com to your address book.

  • 13. How accurate are the hair color swatches?
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    Color charts are provided by the manufactures and are for general reference only. Colors may vary depending on customer computer display, browser settings. Hair Stop and Shop is not responsible for color suggestions made by customer representative in case of customer dissatisfaction. For best results, visit local Beauty Supply store to select wig/weaving colors.

  • 14. How do I check on an order that I have placed?
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    Once the order is placed, we will email you an Order Confirmation/Receipt letting you know the order was received and the time frame when you should expect your package. If you did not receive the email, or do not have access to your email, please contact customer service at cs@hairstopandshop.com.


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