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Shipping & Returns

Return Policy


Hotline Hair Company boasts the finest quality of virgin hair extension. We have in place one of the best processes for quality control and maintain a consistent top-level quality of all its hair.  Every extension with no exception goes through a regimented quality test before it is offered for sale, purchased by you and shipped to you. It is our mission to ensure you are ecstatic with our products and thoroughly satisfied.  As a result, all sales are final! Our products once purchased cannot be returned except for exchange subject to the terms and in accordance with the conditions stipulated in the Exchange policy. 


Exchange Policy

If you feel you’ve received a product that is defective and unfamiliar we want to hear from you immediately.  You must contact us within 3 business days of receipt of the product. We will address the quality issue at once. A customer service Representative will provide you with mailing instructions for the return of all or any of the product in question. You will be responsible for paying costs associated with returning the item to Hotline Hair Company. If we verify and agree with you that the product is defective in any way, we will exchange or replace the item.

If you select a product in exchange of greater value, you will be responsible for paying the additional cost of the item. We will cover the cost of shipping the exchanged/new item back to you. If we do not validate the product defect issue, we will return the item in question to you at our expense without an exchange of product.

However, we will not accept any product that :

  1. Has been transformed in any way.
  2. It's not in its original condition.
  3. Has been altered, worn,  damaged, combed, brushed, used, washed, picked or cut.
  4. Has detached tags.
  5. Has been unpackaged

According to the Federal law you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns and federal law and Federal Health Regulations. Please return the item in the original and resalable condition as a necessary health precaution.
Product must be exchanged for something of equal or greater value. No refunds will be permitted.
Returned products for exchange must include its tags and be properly packaged. Only products that meet these conditions above may be returned within 3 business days of receipt.

 User account

 For safety and security, each customer is allowed to create only one registered account by default. For customers who attempt to create several accounts, we reserve the right to suspend accounts without further notice. Users are responsible for the safe keeping of their passwords. Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.

 In accordance with Customs regulations customers must provide valid and accurate data. All consignee names, address and payers name should be valid. Certain countries request that the consignee submit their ID or passport to clear the package or for payment verification purposes. It is the customers sole responsibility for the accuracy of data that they provide to us. Should any information be incorrect and prevent any shipment or deliveries or customs clearance, we will not be held responsible and will not offer any compensation in such cases. We will always comply with the law, and we kindly remind users to do the same. As the importer customers are responsible to comply with all laws and regulations in their own countries.

For your convenience please do not wait until the last minute to place your order. If you have a deadline, hair appointment or other engagements it is always wise to order far enough in advance to allow for unanticipated delays. We will give you a delivery estimate when you place your order based on the information we receive from our warehouse on behalf of USPS Mail. Generally, orders will be shipped within 2 business days from the day you placed your order on our site. Thereafter, it requires 2-3 business days for delivery, this, however, depends on the destination and the order amount.

Shipping confirmation and tracking is available via email as soon as your order ships.

We are not responsible for late shipments due to bad weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust USPS 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 us at
FAILED DELIVERIES / REFUSED SHIPMENTS / INCORRECT SHIPPING ADDRESS INCOMPLETE OR INCORRECT ADDRESS INFORMATION is the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, zipcode, etc.) needed to deliver your package. Your order will be shipped via USPS to the address you provide. It is extremely important that you give us the most accurate and complete information possible. If an address correction needs to be made after your shipment has been sent you will be assessed extra fee USPS charges us to make the correction. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.
If a shipment is returned to us due to an  unfound or incorrect address you will be responsible for additional shipping charges. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.


Shipment cost


Priority shipping within the United States will cost $10 for orders less than $150. All Express Shipments including overnight shipping require a Signature delivery confirmation. The cost for Overnight shipping will cost $35 and free on orders of $150 or more.  

Lost Shipment

If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit, please call us immediately. We will contact USPS right away and initiate a trace for your package and have them start an investigation. This investigation can take up to 7-10 business days. If it is determined that your shipment has been lost a replacement will be sent pending investigation of the situation.

We will not resend or refund a package that shows “DELIVERED” on USPS tracking.


Unless otherwise provided, we shall use our judgment in determining carrier and routing. In either case, we shall not be liable for any delays or excessive transportation charges resulting from our selection.  


Reviews and Comments

With the exception of your personal information, any communication or material you send to this site, electronically or otherwise, including but not limited to data, questions, comments, suggestions, or submissions is and will be treated as non-confidential and non-proprietary. Anything you send to may be used by us for any purpose including but not limited to modification, reproduction, transmission, disclosure, publication, broadcast, and posting. By submitting material to this site, you irrevocably transfer and assign to us and eternally waive and agree never to assert, any copyrights, “moral” rights, rights of publicity or to privacy, or other intellectual-property or proprietary rights that you may have in such material. We are free to use, without obligation of any kind, any ideas, concepts, techniques, or know-how contained in any communication you send to this  site for any purpose whatsoever, including but not limited to developing, manufacturing, and marketing products and services.


Force majeure


We shall not be liable for failure to perform our obligations resulting directly or indirectly from or contributed to by acts of God; acts of Buyer, civil or military authority, including wage and price controls; fires; war; riot; delays in transportation; lack of or inability to obtain raw materials (including energy sources), components, labor, fuel or supplies; or other circumstances beyond our reasonable control, whether similar or dissimilar to the foregoing. If certain quantities are affected and other quantities are not, the quantities affected shall be eliminated without liability, but the agreement shall remain unaffected. We may during any period of shortage due to any of said causes, allocate our supply of such raw materials among our various users thereof in any manner which we deem fair and reasonable. In no event shall we be liable for special or consequential damages for any delay for any cause.