Terms and Privacy

SHIPPING CUTOFF TIME: 1PM EST

Custom Color and Services:

Please note that all sales are final for custom coloring and any other custom service, cutting, styling, or clip-ins.

Shipping:

We usually ship the same day your order is placed for in-stock orders placed before 1:00 p.m. EST Monday-Friday (weekdays and non-holiday only). Orders are shipped via UPS only. For all orders, your shipping address must not be a PO Box. Please keep in mind that shipping prices quoted during checkout are approximations, and in some cases additional shipping charges may apply.

Please note that the UPS Service Guarantee does not apply when transportation networks are disrupted due to conditions beyond their control, such as extreme weather conditions. Additional weather updates can be found on The National Weather Service website.

Backorders: Our inventory is constantly moving and occasionally items ordered on the internet may be out of stock. All customers who's order is on backorder, will be notifield by email only, typically within 24 hours if not sooner. All backordered items ship as soon as they are back in stock by the shipping method chosen, by the customer, at checkout. You are always notified by email if an item is backordered. Most backordered items ship within 5-7 business days. Expedited shipping methods can be arranged on time sensitive items.

Questions:

Call 1-800-858-4437 to speak with a Customer Service representative. Our informative staff are available Monday thru Friday 9:00 a.m. to 4:30 p.m. Eastern Time.

International Orders:

For all overseas & Canadian Orders you are responsible for all your country taxes and duties. We ship by FedEx International or UPS international.

VIP Memberships

VIP Memberships benefits are subject to change at any time.

Order Cancellations:

To cancel an order placed online during our normal business hours please call (Toll Free) 1-800-999-9328, Monday thru Friday 9:00 a.m. to 4:30 p.m. Eastern Time. Please have your order number available. Note that we ship order placed during normal business hours that are in stock, that same day. If you wish to cancel an order placed on the internet when we are closed it is necessary you call when we open that following day before your order has been processed and shipped. All orders are shipped by 3:00 P.M. Eastern Time. If no phone call of cancellation is received, orders will go out as scheduled. Please read our returns policy.

Return Policy:

Requirements for a Full Refund or Exchange

All Items must be returned in brand new condition with tags and original packaging for a full refund within 15 days of purchase. Returned merchandise must be in excellent condition for resale or a 15% restocking fee will be applied. Do not split apart or alter the hair in any way, or we cannot accept your return. Final sales are final sales. There are no exceptions to this policy. All returns received after 15 days will be given an in house credit only. Hair returned with any odor, including but not limited to cigarette smoke, will not be accepted. All refused returns will be sent back to customer. Shipping is not refundable.

Any Chemical alterations or any modifications of any kind made to the product after the sale, make all guarantees null and void. We are not responsible for any fees associated with hair installation, hair removal or styling costs.

There will be no credit or refund on hair that has been installed. You are responsible for verifying your purchase before you wear it. Please allow time between purchase and salon appointment to inspect the hair to make sure the product is to your satisfaction and as you ordered. If you are unsure, please show your stylist. Once installed you may not return your purchase for a refund or a credit.

All customized special orders are final sales. You may not return a customized product.

In compliance with General Health Codes, all Wigs and Hair Pieces are Final Sales only.

Please call before returning hair to us so your refund process goes quickly. You are responsible for return/exchange shipping charges. If you would like us to email you a shipping label we can do so and we will deduct $9.00 from your refund. Store credits are good for 1 year. We do not charge you on regular ground shipping of an exchange but any expedited shipping costs, you are responsible for.

We suggest sending all returns and exchanges by certified mail because we are not responsible for any lost packages. If necessary, please call 800-999-9328 and a sales representative will guide you in making the exchange. Please use the return slip below to ensure proper credit to your account. Refunds given are for the original product purchase price and do not include your shipping cost.

PLEASE DO NOT SEND RETURNS TO OUR PO BOX. A LABEL WILL BE PROVIDED TO YOU WITH THE CORRECT RETURN ADDRESS.

Legal and Privacy Statements

The Hair Factory knows that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. By visiting our site, you are accepting the practices described on this page.

Privacy:

We collect anonymous information about visitors to our site. We use this information to better understand how people interact with the site and to be sure the site is operating properly. We collect personal information when you place an order, submit a form or send us an e-mail. We will never share this information with a third party unless ordered to by a Court of Law.

Security:

We use industry-standard methods of securing our database of user information, such as, if and where appropriate, firewalls and limits on who can access user information databases. We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input. However, please keep in mind that there is no such thing as perfect security on the Internet. Although highly unlikely, it is possible for Internet transmissions containing your personal information to be intercepted by others. It is impossible for The Hair Factory to ensure the privacy and security of all transmissions made to and from the Site while in transit. You use this site at your own risk.

Privacy Policy

Effective: August 25, 2025

About Us

“We”, “us” or “our” means The Hair Factory, with its principal place of business located at PO Box 42 Newton Upper Falls MA US 02464-0001.

About This Privacy Policy

Your privacy is important to us, so we’ve developed this Privacy Policy, which explains how we collect, use, and disclose your personal information. We collect personal information when you use our website(s), mobile apps, and other online and offline products, services and experiences (collectively, the “Services”). Please take a moment to read through this Policy in its entirety.

If you have any questions, concerns or complaints regarding this Privacy Policy or how we use your personal information please contact us via e-mail at mail@hairfactory.com.

What Personal Information We Collect and How We Collect It?

We collect personal information that you provide directly to us:

Contact information. If you sign up to receive our newsletter, emails, or text messages from us, we will collect your name, email address, mailing address, phone number, and any other information needed to contact you about the Services.

Payment information. To order products or services through the Services, you will need to provide us with payment information (like your bank account or credit card information). Please note that your financial information is collected and stored by a third party payment processing company. Use and storage of that information is governed by the third party payment processor’s applicable privacy policy.

Survey information. You may provide us with other personal information when you fill in a form, respond to our surveys or questionnaires, provide us with feedback, participate in promotions, or use other features of the Services.

How We Use Your Personal Information?

We use the personal information we collect for the following reasons:

To send you our newsletter, or other information or marketing about our Services that you think may be of interest to you.
To reply to your questions, inquiries, or customer service requests or to send you notices, updates, security alerts, or support and administrative messages.
To provide you with information about the Services that you request from us or which we feel may interest you.
To monitor and analyze trends, usage and activities in connection with our Services and to improve the Services.
To facilitate contests, sweepstakes and promotions, and to process entries and provide prizes and rewards.
To detect, investigate and prevent fraudulent transactions and other illegal activities on the Services and to protect the rights and property of us and our customers.
To carry out our obligations arising from any contracts entered into between you and us, including for billing and collection.

How We Share Your Personal Information?

We may share your personal information in the following ways:

With vendors, consultants, and other service providers who process your personal information on our behalf when they provide services to us, for example data analytics, research, marketing and financial services.
In connection with, or during negotiations of, any merger, sale of company assets, financing or acquisition of all or a portion of our business by another company.

We may be legally required to disclose or share your personal information without your consent in some circumstances, for example to comply with a court order or law enforcement. In such circumstances, we will only disclose your personal data if we have a good-faith belief that such sharing is required under applicable legal obligations.

Your Marketing Choices

When you sign up for a promotion like a sweepstakes, or subscribe to our newsletter or marketing/promotional messages, we use your personal information to help us decide which products, services and offers may be of interest to you.

We will send marketing messages to you if you have asked us to send you information, bought goods or services from us, or if you provided us with your details when you entered a competition or registered for a promotion. If you opt out of receiving marketing messages, we may still send you non-promotional emails. We will ask for your consent before we share your personal information with any third party for their direct marketing purposes.

You may unsubscribe from marketing messages through a link we include on messages we send you. You can also ask us to stop sending you marketing messages at any time by contacting us at: mail@hairfactory.com.

Retention of Your Data and Deletion

Your personal information will not be kept longer than is necessary for the specific purpose for which it was collected.

When we decide how long we will keep your information we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorized use or disclosure, why we need it, and any relevant legal requirements (such as legal retention and destruction periods).

The foregoing will, however, not prevent us from retaining any personal information if it is necessary to comply with our legal obligations, in order to file a legal claim or defend ourselves against a legal claim, or for evidential purposes.

International Transfers

We will ensure that any transfer of personal information to countries outside of the United States will take place pursuant to the appropriate safeguards.

Changes to This Privacy Policy

From time to time, we have the right to modify this Privacy Policy. We’re likely to update this Privacy Policy in the future and when we make changes. Please come back and check this page from time to time for the latest information on our privacy practices.

Contact Us

If you have questions or concerns about the information in this Privacy Policy, our handling of your personal information, or your choices and rights regarding such use, please do not hesitate to contact us at:

The Hair Factory

PO Box 42 Newton Upper Falls MA US 02464-0001

mail@hairfactory.com

The Hair Factory

PO Box 42 Newton Upper Falls MA US 02464-0001

mail@hairfactory.com

8008584437

https://hairfactory.com/terms-and-privacy/

Messaging Terms & Conditions

The Hair Factory | PO Box 42 Newton Upper Falls MA US 02464-0001

General

When you opt-in to the service, we will send you a message to confirm your signup.

By opting into messages, you agree to receive recurring automated marketing and informational text messages from The Hair Factory. Automated messages may be sent using an automatic telephone dialing system to the mobile telephone number you provided when signing up or any other number that you designate.

Message frequency varies, and additional mobile messages may be sent periodically based on your interaction with The Hair Factory. The Hair Factory reserves the right to alter the frequency of messages sent at any time to increase or decrease the total number of sent messages. The Hair Factory also reserves the right to change the short code or phone number or alphanumeric sender where messages are sent

Your usual message and data rates may apply. If you have any questions about your text plan or data plan, it is best to contact your mobile provider. Your mobile provider is not liable for delayed or undelivered messages.

Your consent to receive marketing messages is not a condition of purchase.

Carriers

Carriers are not liable for delayed or undelivered messages.

Cancellation

Messages will provide instructions to unsubscribe either by texting STOP or through an included link. After you unsubscribe, we will send you a message to confirm that you have been unsubscribed and no more messages will be sent. If you would like to receive messages from The Hair Factory again, just sign up as you did the first time and The Hair Factory will start sending messages to you again.

Info

For support regarding our services, email us at mail@hairfactory.com or, if supported, text "HELP" to 8008584437 at any time and we will respond with instructions on how to unsubscribe. If we include a link in messages we send you from The Hair Factory, you may also access instructions on how to unsubscribe and our company information by following that link.

Transfer of Number

You agree that before changing your mobile number or transferring your mobile number to another individual, you will either reply "STOP" from the original number or notify us of your old number at mail@hairfactory.com. The duty to inform us based on the above events is a condition of using this service to receive messages.

Privacy

If you have any questions about your data or our privacy practices, please visit our https://hairfactory.com/terms-and-privacy/.

Messaging Terms Changes

We reserve the right to change or terminate our messaging program at any time. We also reserve the right to update these Messaging Terms at any time. Such changes will be effective immediately upon posting. If you do not agree to a change to these Messaging Terms, you should cancel your enrolment with our messaging program. Your continued enrollment following such changes shall constitute your acceptance of such changes.