Store Policy


At Candy Hair Company our customers are our number one priority. As such we ensure to provide our customers with the best shopping experience possible.  

 

BUSINESS HOURS

Monday to Friday 9am to 5pm 

Saturday & Sunday Closed 

Candy Hair Company is closed on all major holidays

 

SALES

At Candy Hair Company we receive a discount from our distributor by processing multiple orders. We pass the savings on to you, our customers during our sales. Processing time frame during a sale can take up to 3 weeks. We do not recommend pre booking hair appoints before getting your extensions. By ordering during a sale you are agreeing to the terms. No sale orders will be shipped prior to the required processing time.

 

 PROCESS TIME

Please note that your processing date will begin the day after your order was placed. 

Orders placed on Fridays will start processing on the next business. 

Processing time frame for all orders is up to 2 weeks (14 days) 

Should for whatever reason your processing timeframe need to be extended, we will 

contact you via email/phone to update you. 

 ** Orders do not start processing until payment has cleared. 

 

All items in our store are custom orders and final sale. Once an order has been processed no changes can be made. Please double check your order prior to paying.

SHIPPING

At Candy Hair Company we ship all packages with Canada Postal Service, Expedited. Once your extensions are ready to be shipped, you will receive your tracking number. Shipping time is between  3-6 business days for the United States and 1-3 days for Canada.

 

Please note shipping cost only includes $100 insurance, Should you wish to increase your insure, please contact customer service at info@candyhaircompany.com .

SHIPPING DELAYS

We strongly recommend not waiting until the last minute to place your order. If you have a deadline, hair appointment or other engagement it is always wise to order far enough in advance to allow for unanticipated delays. We will give you a delivery time estimate when you place your order based on product availability and estimated shipping time advised by Canada Postal however we will not be held responsible for late shipments due to increment weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays and the weekend does not count as a business day and should be considered when calculating shipping times. We entrust the Canada Post to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact Candy Hair Company. 


If a shipment is returned to us due to incorrect shipping information you will be responsible to pay to have your package reshipped. Candy Hair Company cannot be held responsible for packages that have been deemed delivered to the address that was provided by the customer. 

 

INTERNATIONAL SHIPMENTS

International Shipments must clear customs. The rules and requirements for customs clearance vary from country to country. It is the customer's responsibility to pay any additional taxes, fees or duties or to arrange for any permits or special paperwork that may be required to have package released. 


PAYMENT 

Candy Hair Company accepts the following forms of payment. PayPal, MasterCard and Visa and for our Canadain Customers Email Money transfer. We are only able to ship packages to the address associated with the credit card used for your purchase. Same rule applies when paying via PayPal. Should your shipping and billing address differ, you will be required to complete a credit card authorization form. This rule also applies if the credit card holders name is different from the actual customer making the purchase. When your order is being processed, Candy Hair company will send form via email prior to processing payment. The form must be completed and signed, scanned and emailed back to info@candyhaircompany.com before moving forward with your order. Processing period starts after all necessary paperwork is recieved. 

RETURN POLICY

Candy Hair Company does not offer money back returns. EXCHANGES ONLY. There is no exception to this rule as all of our extensions are custom made. Candy Hair Company has a very strict quality control process to ensure that you receive only the best extensions.

We will make every effort to match each order to your exact specifications. Because our natural hair is 100% virgin human hair and each individual piece comes from a separate donor we cannot guarantee hair color or texture.

Due to health reasons we will not accept any merchandise that is not in its original condition. The returned item must be unopened, unaltered, unworn, undamaged and all tags and packaging must be included within. Items must be shipped back within the first 2 days of receiving your package. We ask that you pay careful attention when placing your order. If you are exchanging for an item that is less the amount of your original order, you will be issued a store credit for future purchase. If the item is more, you will be responsible to pay the difference before package is re-shipped. If you are returning an item you are responsible for the shipping cost to and from. When shipping your items back, we advise that you ship with a carrier that provides a tracking number and also signature service. For returned items there is also a 15% restocking fee.

We cannot be held responsible for hair that has been bleached or dyed. Processing of your hair extensions is done at the risk of the buyer as it changes the integrity of the hair. We strongly recommend that you have your extensions coloured professionally by a licensed hair stylist. 

 

Should you have any questions regarding our Exchange Policy please contact customer service.