Quick Help

Knowledgebase is a categorized collection of answers to frequently asked questions (FAQ) and articles. You can read articles in this category or select a subcategory that you are interested in.

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Why is my order still processing?
“Processing” means that your specific hair texture / color was out of stock (labeled as "Ships in 6 Days") and that it takes us around 2 - 6 business days to prepare your order. It is completely normal for the order to stay in this stage for the time being. After your order is finished, we will ship it either via free (5 - 20 business days) or express shipping (1 - 4 business days).    Since there are tens of thousands of different hair combinations, we can't possibly stock them all. Thank you for your patience :)  
Where is my tracking number?
While all our products are sent within 12-48 hours, it takes some time for the carrier / post office to issue us with a tracking number, which is then immediately sent to you.    Note: Please also check your Junk, Bulk or Spam folders as the number could end up there. Mark the message as Not SPAM to avoid problems receiving our correspondence in the future.   Please keep in mind that your order is already on the way, even if the tracking number is still not available.   If you have not received a tracking number within 5 business days, please submit a ticket and we will get back to you as soon as possible.  
Why my tracking number is not working?
If you have received a tracking number but it does not pull any data, it is likely due to the post office, which might take 24 - 96 hours to update the status of your package.   If, after receiving a tracking number, it does not pull any data within 4 business days, please contact us and we will get it sorted.
Where can I track my package?
To track your package, please use any of the following sites:   http://track.trackingmore.com http://www.17track.net