Policies

At The HairPort Extensions, we are committed to delivering high-quality raw hair bundles, custom wigs, extension tools, and hair care products safely and efficiently to your doorstep. Please review our order processing timelines, carrier delivery options, local pickup procedures, and optional shipping protection policy below.

1. Overview & General Policy Statement

• Brand Commitment: Delivering high-quality raw hair bundles, custom wigs, extension tools, and hair care products safely and efficiently to your doorstep.

• Order Security: Strict security procedures to protect against fraudulent transactions, ensuring secure billing and matching delivery addresses for high-value beauty assets.

2. Order Processing, Handling Timeframe & Cut-Offs

• Standard Processing Window: Orders require a 24–48 hour processing period (1–3 business days) prior to shipment.

• Peak & Launch Periods: During major sales, holidays, or promotional launches, processing may extend to 3–5 business days.

• Business Days Defined: Monday through Friday, excluding weekends and U.S. federal holidays. Orders placed after 2:00 PM EST or on weekends begin processing on the following business day.

• Address Verification Holds: Orders flagged for questionable address formatting or fraud protection may require client identity verification prior to dispatch.

3. Shipping Methods, Rates & Delivery Options

Domestic Shipping (Continental USA)

UPS® Ground / Standard USPS Priority:

• Estimated Delivery: 3–7 Business Days (after processing)

• Standard Carrier Rate: $20.04 (or qualifying promotional rates)

Expedited Shipping (UPS Next Day Air® / UPS 2nd Day Air®):

• Cut-Off Time: Must be placed before 3:00 PM Eastern Time.

• Mandatory Text Confirmation: Text order number immediately to (347) 427-7448 upon placing an expedited order to ensure same-day processing (texting is required as calls may not be answered immediately).

• In-Stock Requirement: Expedited options should only be selected if all items in the order are confirmed in stock.

• Weekend Restriction Notice: UPS does not deliver on weekends (Saturday & Sunday). Clients requiring guaranteed weekend delivery must contact support directly prior to placing the order.

Tri-State Doorstep Express Delivery (NY, NJ, CT)

• Coverage: Direct delivery to residential or commercial addresses across New York, New Jersey, and Connecticut.

• Mileage Rate Calculation: Calculated at $2.00 per mile (round trip) from our flagship location: 4336 White Plains Rd, The Bronx, NY 10466 to the customer's delivery address.

• Scheduling: Coordinate delivery timeframes directly with our dispatch team.

In-Store & Uber Courier Pickup Policy

Pickup Locations:

• Bronx Salon Location: 4336 White Plains Rd, The Bronx, NY 10466

• Queens Location: Queens Center Mall, 90-15 Queens Boulevard, Elmhurst, NY 11373

• Pickup Requirements: Customers must present their order confirmation email upon arrival.

• Uber Pickup Coordination: If utilizing a third-party courier (e.g., Uber Direct/Pickup), notify staff in advance by texting your Order Number and Uber Trip Details to (347) 427-7448.

4. Optional $25 Shipping Protection Policy

Overview & Pricing

• Optional Checkout Add-On: Available for $25 per eligible order (U.S. shipping orders only).

• Order Summary Integration: Displayed as an independent, clearly labeled line item (Shipping Protection — $25) during cart/checkout.

• Exclusions: Protection is not offered for local pickup orders, salon services, memberships, digital products, or international orders.

Coverage Scope

• Lost in Transit: Package fails to arrive and tracking shows movement has stopped for an extended period.

• Damaged in Transit: Physical damage resulting from carrier transit or improper handling.

• Stolen After Delivery: Carrier confirms delivery to the destination address, but the package is missing/stolen.

• Coverage Cap: Limited to protected merchandise value (excludes original shipping fees, taxes, and the non-refundable $25 protection fee).

Uncovered Conditions & Exclusions

• Incorrect or incomplete delivery addresses supplied by the client.

• Packages returned to sender due to delivery refusal or failure to collect.

• Carrier or weather-related transit delays.

• Confiscation by government or law enforcement authorities.

• Claims submitted past applicable deadlines or lacking reasonable evidence.

Claim Submission Deadlines

• Damaged Merchandise: Submit within 7 days of confirmed delivery.

• Stolen / Missing Delivered Package: Submit within 7 days of confirmed delivery.

• Lost in Transit: Submit within 30 days of ship date OR within 7 days of the most recent tracking update (whichever is later).

Approved Claim Resolutions

• Direct replacement with identical merchandise;

• Replacement with equivalent product value if original items are out of stock;

• Store credit issued to customer account; or

• Refund to original payment method.

5. "File a Shipping Protection Claim" Website Form

Required Form Fields:

• Customer Full Name & Email Address

• Order Number

• Issue Type Dropdown (Lost in Transit, Damaged upon Delivery, Stolen after Delivery)

• Carrier Tracking Number

• Detailed Description of Issue

• Document/Photo Upload (Mandatory clear photos of outer box, shipping label, inner packaging, and damaged merchandise; or police report confirmation for stolen packages).

Direct Contact Alternative:

• Submit claim details to hairport.beautybar@gmail.com.

6. Damaged, Missing, or Discrepancy Claims (Non-Protected Orders)

• Inspection Window: Inspect all raw hair bundles, lace units, and tools immediately upon receipt.

• Reporting Discrepancies: Report non-protection shipping discrepancies within 48 hours of delivery to hairport.beautybar@gmail.com.

• Hygiene & Seal Policy: All raw hair bundles and products must remain in original, unwashed, unaltered condition with security bands intact.

7. Customer Support & Contact Directory

• Text & Phone Support: (347) 427-7448

• Email Support: hairport.beautybar@gmail.com

Physical Pickup Destinations:

• The Bronx: 4336 White Plains Rd, The Bronx, NY 10466

• Queens: Queens Center Mall, 90-15 Queens Blvd, Elmhurst, NY 11373

Our primary goal at The HairPort Extensions is your total satisfaction with every purchase. If you are not completely satisfied, eligible items can be returned or exchanged within 14 calendar days of delivery.

1. Initiating a Return or Exchange

• Prior Authorization Required: Contact customer support before shipping any items back by emailing hairport.beautybar@gmail.com or texting (347) 427-7448. Returns sent without prior approval will not be accepted.

• Defect & Incorrect Item Deadline: Defective products or order discrepancies must be reported within 14 days of receipt to qualify for a return or exchange.

2. Item Condition & Hygiene Requirements

• Original Condition: Items must remain completely unaltered, uncombed, unworn, unwashed, undyed, with uncut lace and all original packaging and complimentary gifts included.

• Hygiene & Seal Policy: All raw hair bundles, lace units, and products must remain in their original condition with security bands and hygiene seals intact. Do not use hands or tools to disrupt curls or hair textures.

• Custom Products: Custom wigs (including custom cap sizes) are final sale and non-refundable, except in cases of verified manufacturing defects. Minor color variations due to display monitor resolutions do not constitute a defect.

3. Shipping & Return Expenses

• Customer Responsibility: Customers are responsible for all return shipping costs unless the return is due to a verifiable fulfillment error or defective merchandise.

• Tracking & Carrier: Return packages should be shipped via a trackable service (UPS or USPS). The HairPort Extensions is not responsible for lost or stolen return shipments sent without verifiable tracking proof.

• Delivery Rejections & Restocking Fees: Orders refused at delivery or returned due to an invalid/undeliverable address will incur a restocking fee, with all unauthorized carrier charges billed to the buyer.

• International Tariffs: Returns shipped from outside the United States may be subject to customs duties and tariffs, which are the sole responsibility of the customer.

4. Refund Processing

• Inspection & Approval: Once your return is received and inspected at our facility, you will receive an email notification regarding the status of your refund.

• Payout Window: Approved refunds are credited back to your original payment method within 2 business days.

• Expedited Shipping Fees: Carrier delays on expedited delivery options (e.g., UPS Next Day Air® or 2nd Day Air®) are beyond our control once handed over to the courier. Original expedited shipping charges are non-refundable in the event of carrier transit delays.

5. Exchange Policy

• Standard Exchange: Returned items must be received and inspected before replacement orders are dispatched. Price differences will be refunded or billed accordingly.

• Urgent Exchange: For faster delivery, place a new order online for the desired item while shipping back the original product. Your refund will be processed as soon as the return passes inspection.

6. European Union Statutory Rights

• EU Right of Withdrawal: Consumers residing in the European Union hold a statutory 14-day right of withdrawal without providing cause. This right takes precedence over standard policy terms regarding opened or tried-on items and restocking fees.

Welcome to The HairPort Extensions. By accessing our website, purchasing our products, or booking our in-store and mobile salon services, you agree to be bound by the following Terms and Conditions ("Terms"). Please read them carefully.

1. Overview & Acceptance of Terms

• Legal Agreement: These Terms constitute a legally binding agreement between you ("Client," "Customer," or "Visitor") and The HairPort Extensions.

• Eligibility: By using this website or booking services, you affirm that you are at least 18 years of age or possess legal parental/guardian consent.

• Policy Integration: Your use of our platform is also governed by our Shipping Policy and Refund & Return Policy.

2. Products, Appointments & Mobile Services

• Product Descriptions: We strive to accurately represent our raw hair bundles, custom wigs, extension tools, and care products. However, slight color variations may occur due to screen resolution differences.

• Salon & Mobile Services: Bookings for in-person appointments or doorstep mobile services must be made in advance. Mobile service availability and delivery coverage are subject to location confirmation and scheduling.

• Hours of Operation:

  • Monday – Wednesday: 8:30 AM – 6:00 PM

  • Thursday – Saturday: 10:00 AM – 6:00 PM

  • Sunday: Emergency / Special Service Only

3. Pricing, Payments & Order Modifications

• Payment Methods: We accept major credit cards and secure online payment gateways. Full payment is required at checkout for product orders and service deposits.

• Order Modifications & Verification: We reserve the right to modify, refuse, or cancel any order flagged for potential fraud or address mismatches. Prices and product offerings are subject to change without prior notice.

4. User Accounts & Termination

• Account Responsibility: You are responsible for maintaining the confidentiality of your account credentials and for all activities conducted under your account.

• Right to Terminate: We reserve the right to suspend or terminate accounts, refuse service, or cancel orders at our sole discretion for violations of these Terms, abusive behavior, or suspected fraudulent activity.

5. Intellectual Property Rights

• Ownership: All content on this website—including logos, branding, product photos, text, graphics, and code—is the exclusive intellectual property of The HairPort Extensions.

• Restrictions: You may not reproduce, distribute, modify, or create derivative works from any website material without prior written permission.

6. Warranties & Limitation of Liability

• Disclaimer: All products and services are provided on an "as is" and "as available" basis without warranties of any kind, express or implied, except as explicitly stated in our official store policies.

• Limitation of Liability: To the fullest extent permitted by law, The HairPort Extensions shall not be liable for any indirect, incidental, or consequential damages resulting from product use, service delivery, carrier transit delays, or site unavailability.

7. Governing Law & Contact Information

These Terms are governed by and construed in accordance with the laws of the State of New York, USA, without regard to conflict of law principles.

Direct Support Directory:

• Text / Phone Support: (347) 427-7448

• Email Support: hairport.beautybar@gmail.com

• Flagship Salon (Bronx): 4336 White Plains Rd, The Bronx, NY 10466

• Queens Location: Queens Center Mall, 90-15 Queens Blvd, Elmhurst, NY 11373

At The HairPort Extensions, we are committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your data when you visit our website, purchase products, or book our in-store and mobile services.

1. Information We Collect

• Personal Identification Information: Name, email address, mailing/shipping address, billing address, phone number, and delivery preferences collected when you place an order, book an appointment, or subscribe to updates.

• Order & Transaction Details: Purchase history, service records, and payment verification details required for processing transactions and fraud protection.

• Technical & Usage Data: IP address, browser type, device information, and browsing activity collected via cookies and tracking technologies to improve site performance.

• Support Communications: Correspondence, photos, or verification documentation submitted through claims, forms, email, or text support.

2. How We Use Your Information

• Order Fulfillment & Dispatch: Processing purchases, coordinating Tri-State doorstep courier deliveries, and handling local in-store/Uber pickup requests.

• Appointment & Mobile Booking: Managing service reservations for our flagship salon locations and mobile services.

• Fraud Prevention & Verification: Verifying identity and billing details to protect against fraudulent transactions on high-value products.

• Customer Support: Resolving shipping claims, product inquiries, and order discrepancies.

• Marketing & Updates: Sending newsletters, promotional offers, and service updates (you may opt out at any time).

3. Information Sharing & Third-Party Service Providers

We do not sell or rent your personal information to third parties. We share data only with trusted service providers necessary to operate our business:

• Logistics & Carriers: UPS, USPS, and third-party delivery services (e.g., Uber Direct) to fulfill shipments and local doorstep deliveries.

• Payment Processors: Secure merchant platforms for processing credit cards and online payments.

• Legal Compliance: Authorities or legal entities if required by law, court order, or to protect our brand against fraud.

4. Data Security & Retention

• Protection Standards: We implement technical and administrative security measures to protect your personal assets and transaction details.

• Retention Period: We retain your personal data for as long as necessary to fulfill orders, legal obligations, and customer service requirements.

5. Children's Privacy

Our website and services are directed to general audiences and are not intended for children under the age of 13. We do not knowingly collect personal data from minors.

6. Your Rights & Choices

Depending on your location, you may have the right to access, correct, or request the deletion of your personal information. You can manage newsletter subscriptions by clicking the "unsubscribe" link or contacting support.

7. Contact Us

For questions regarding this Privacy Policy or to exercise your privacy rights, please reach out to us:

• Text / Phone Support: (347) 427-7448

• Email Support: hairport.beautybar@gmail.com

• Bronx Location: 4336 White Plains Rd, The Bronx, NY 10466

• Queens Location: Queens Center Mall, 90-15 Queens Blvd, Elmhurst, NY 11373

We strive to provide an elevated, high-quality salon and mobile service experience for every guest. To ensure smooth scheduling and exceptional service delivery, please review our official booking policies below.

1. Appointments & Booking

• Advance Reservation: All in-store and mobile salon services must be scheduled in advance.

• Card Requirement: A valid credit or debit card is required to secure your appointment reservation.

• Same-Day Requests: Same-day bookings are subject to stylist availability and location.

2. Wig Customization & Drop-Off

• Advance Drop-Off: Custom hair units requiring bleaching, plucking, or styling must be dropped off in advance.

• Same-Day Customization: Express same-day customization is subject to an additional service fee.

• Unit Maintenance: Pre-worn units must be completely clean, sanitized, and free of glue or adhesive residue prior to drop-off.

3. Cancellations & Rescheduling

• Notice Requirement: A minimum of 24 hours' notice is required to cancel or reschedule an appointment without penalty.

• Late Cancellation Penalty: Appointments canceled or modified within 24 hours of the scheduled time will forfeit the deposit.

• No-Show Policy: Repeated no-shows will result in a requirement for full prepayment on all future bookings.

4. Late Arrival Policy

• 10-Minute Grace Period: Arrivals up to 10 minutes late may result in a shortened service duration to accommodate subsequent clients.

• 15-Minute Threshold: Arrivals more than 15 minutes late may be canceled as a no-show.

• Deposit Forfeiture: Deposits are non-refundable in cases of excessive lateness leading to cancellation.

5. Gratuity & Customer Care Fee

• Gratuity: A gratuity of 15% or more is customary and greatly appreciated for our stylists and technicians.

• Customer Care Fee: A 10% Customer Care Fee is automatically applied to all completed services.

• Customer Care Fee Explanation: This fee supports our behind-the-scenes standards, including:

  • Dedicated consultations and specialized preparation.

  • Professional-grade hair care products, tools, and strict sanitation protocols.

  • Client communication, scheduling management, and aftercare support.

  • Maintenance of a clean, premium, and luxurious salon environment.

6. Refunds & Satisfaction

• Final Sale: All completed hair and salon services are final sale.

• No Monetary Refunds: No monetary refunds are issued once a service has been completed.

• Service Adjustments: Any desired service adjustments must be requested and addressed prior to leaving the salon.

7. Contact & Location Directory

• Text / Phone Support: (347) 427-7448

• Email Support: hairport.beautybar@gmail.com

• Flagship Salon (Bronx): 4336 White Plains Rd, The Bronx, NY 10466

• Queens Location: Queens Center Mall, 90-15 Queens Blvd, Elmhurst, NY 11373