FAQ

Frequently Asked Questions (FAQ)

Welcome to Emerald City Hair’s FAQ page. Here you’ll find answers to our most common questions about products, orders, shipping, and care.

📦 Orders & Processing

❓ How long does processing take?

Processing time depends on the product type:

  • Standard Bundles / Closures / Frontals:
    3–7 business days

  • Opulence Collection:
    3–3.5 weeks (handcrafted luxury units)

  • Custom Orders:
    3–3.5 weeks

❓ Can I cancel my order?

Orders can be cancelled within 1 hour of purchase.
After 1 hour, your order may already be in processing.

❓ Can I change my shipping address?

Address changes must be requested within 1 hour of purchase.
Once an order is fulfilled, we cannot make changes.

🚚 Shipping & Delivery

❓ How long does shipping take?

After processing:

  • U.S. Standard Shipping: 3–6 business days

  • U.S. Expedited Shipping: 1–3 business days (if available)

  • International Shipping: 7–21 business days

Shipping times may vary due to carrier delays or holidays.

❓ Will I receive a tracking number?

Yes. All customers receive a tracking number via email once their order ships.

❓ What if my package says delivered but I don’t have it?

If your tracking shows “Delivered” but you cannot locate it:

  • Check mailbox, porch, garage, or package room

  • Ask neighbors or leasing office

  • Contact the shipping carrier directly

Once a package is marked delivered, we are not responsible for theft or loss.

💇 Hair Quality & Care

❓ Is your hair 100% human?

Yes — all Emerald City Hair products are 100% human hair, sourced from trusted premium vendors.

❓ Can I color or bleach the hair?

Yes, but we strongly recommend having all coloring done by a licensed professional to protect the integrity of the hair.

❓ How long does the hair last?

With proper care:

  • Bundles: 1–3 years

  • Wigs: 1–2 years

  • Closures/Frontals: 2–10 weeks depending on install and care

  • HD lace: more delicate, requires gentle handling

❓ Does the hair shed or tangle?

Minimal shedding is normal for all human hair.
Proper maintenance prevents tangling — especially for curly textures.

💰 Returns, Refunds & Exchanges

❓ Do you accept returns?

Due to the hygienic nature of hair extensions, all sales are final unless:

  • You received the wrong item

  • The item arrived damaged or defective

Issues must be reported within 48 hours of delivery.

❓ What do I need to submit a claim?

Email customer support with:

  • Order number

  • Photos or videos of the issue

  • Unused, unaltered product in original condition

💚 Contact & Support

❓ How do I contact customer service?

Email us at:
📧 emeraldcityhairofficial@gmail.com

We respond within 24–48 business hours.