Placing an Order
How do I place an order?
→ Find the item you want through the search bar.
→ Click on the item and select quantity, color (and/or) length size.
→ Click “Add to Cart” then scroll to the top and click “Checkout”.
→ Fill in the information as directed and click “Place Order Now”.
How do I change the number of items in my order or cancel an item in my order?
→ Click the “Bag” icon next to the search bar
→ This brings you to the shopping cart page, change item quantity accordingly.
→ Click “Update Shopping Cart” when finished.
→ Proceed with “Continue Shopping” or “Proceed to Checkout”
Can I order by phone?
Yes! Call us toll free at 1(855)-282-4247. Please have your choice of items and credit card prepared for your order.
How long does it take for my order to be processed?
Generally all orders take 24 hours to be processed, barring weekends and holidays. If the order is placed on a Saturday after 12:30pm EST, your package will not be shipped out till Monday. If the order is placed after 6pm EST (Mon-Fri), it will be processed the following day. Please note, it is possible for our manufacturers to not have the items in stock. In the case that the item is not available, we do notify our customers within 24 hours through voicemail or email. For more shipping information please look through our shipping FAQ.
I have placed an order but did not receive a confirmation email. Why?
If you have not registered an email with your order or if you have inserted an incorrect email address, you will not receive a confirmation email. Otherwise, our confirmation emails are automated and sometimes can be flagged as spam or junk depending on your email settings. In either case, if you would like to receive another one, please email/call us.
How do I track my order?
If you have registered an email with your order, a tracking number will be sent after the order has been processed. Otherwise, please email or call us for your tracking number.
How do I cancel or change my order?
Email or call us within 24hrs, before 3pm EST. If it has already been shipped out, you will have to wait until your shipment arrives to return the item (In this case, please call our customer service to receive instruction regarding your return package. Please observe our return policy here). If you want to change something in your order, we cannot add or delete from your order other than changing the shipping address or shipping method. Otherwise, you will have to cancel and get your current order refunded before placing a new order.
My order never arrived.
Please keep in mind, unless you have chosen expedited shipping, all orders take 1-10 business days to be delivered, depending on location. First, please check your tracking number. Then, call us during our business hours and customer service will happily aid you.
Some products are missing or I’ve received the wrong items from my shipment.
We try hard to make sure this never happens, but it the case that it does- please call our customer service or email us and we will get back to you within 24 hours to fix the problem as soon as possible.
How do I make an account?
Click the “Sign in” link on the top right corner of the page. Fill in the information as instructed. (Don’t forget to sign up for our newsletter, don’t miss out on great discounts and coupon codes!) Then click “Submit” and you’re in. Welcome to NYhairmall!
How do I edit my my account information?
Click “Account” on the top of the page and make sure you’re logged in. You can edit your information from your Account Dashboard, or use “Account information” to change your name/email/password, and “Address Book” to change your billing and shipping addresses.
I forgot my password.
No worries! When you go to the “Account” page, just click “Forgot your password?” link below the “Login” button. Type in the email you used to register with us and you should receive an automated email giving you instruction on how to recover your account.
How do I gain reward points?
To gain reward points, you must have an account with us. Every product on our website carry a certain amount of points, and these points are automatically added to your account with every purchase you make.
How do I use reward points?
When you’re ready to check out, go to the shopping cart page and scroll to the bottom under “Reward Points” (you must be logged in and have already made previous purchases). The option to use the points you have accumulated so far will be available to you. You can only add the points in increments of ten (i.e. 10, 20, 30... etc) through a dropdown box. After adding, press “Apply Points” and continue on to check out.
How do I see how many points I have so far?
You must be logged in. Go to your account page, you will be able to see the total amount of points on your dashboard. OR when you are about to check out, check the shopping cart page and under “Reward Points”, your total amount should be shown there.
How do I apply coupon codes? There are two ways you can apply your discount codes, both ways require you to have items in your cart: (1) the shopping cart page lets you apply your discount codes under “reward points”. Add in the code and click “Apply Coupon” before proceeding to checkout. OR (2) the option to apply the coupon is also available to you on the checkout page. You can only apply one coupon to one order at a time. It does not work with clearance or special sale items.
Shipping and Billing
What is same day shipping?
In order to have your items shipped out on the same day you order it, you must order before 2PM on Monday through Fridays and before 12:30PM on Saturdays. Same day shipping does not apply to all items, some may take 1-3 business days to arrive from different warehouses. (Please also note, this does not mean that your order will be delivered your destination on the same day. All orders take regular shipping days as per instructions of USPS and UPS.)
How much is shipping?
It depends on where you live and what type of shipping you select. You can check out the approximate shipping cost after you have selected the items you want at the shopping cart page. After adding your desired items, click on the shopping cart icon next to the search bar. On that page, you can scroll to the bottom and see the “estimated shipping and tax” section. Enter in your country, state and zip/postal code as directed.
Do I have to pay sales tax?
Only if you live in the New York state.
What methods of payment do you accept?
We accept Paypal, Paypal credit card, and regular credit cards including the following: American Express, Discover, Mastercard, and Visa.
Paypal doesn’t seem to be working?
Please refresh or update your browser. If that doesn’t fix the problem, please call us or email us.
When will my credit card be charged?
Generally all transactions are processed within 24 hours.
My credit card was declined but my credit was charged, why?
This usually means that there was insufficient money or that the credit card company/bank is placing a temporary hold on the card to calculate the credit limit. Even though your card was charged, it does not mean that it necessarily went through. Please allow 24 to 48hrs for all transactions to be processed and corrected.
Is your website safe? Will my credit card information be safe?
I need a copy of my receipt/invoice.
If you have not logged in and/or entered an email with your order, we won’t be able to send you a receipt. If you want one, please email us at firstname.lastname@example.org or call us during our business hours with your name and - if you have it - order number ready for our customer service. A copy of the invoice is always sent with your order, so you will receive one when you receive your package.
What is the return policy?
Please see our page here.
I have cancelled my order, but my credit card was still charged, why?
Whenever you place an order through the website, the credit card company or bank places a temporary hold on the card in order to calculate the credit limit. This is done to prevent an overdraft without actual charges from the seller. If the seller does not charge the card within a certain timeframe, the credit card company will release the hold to the customer's account automatically. However, the customer may see it as "Charged" or "Temporary Charge" on their online statement. For further information on this process, we suggest that you contact your credit card company or bank.
I was charged twice, what should I do?
Please email or call us during our business hours. We will do our best to aid you in correcting the problem.
I want to know about a specific color.
Check our color charts or email us a request for the color plate.
How come you don’t have an item in stock when on your website it showed that it was in stock?
Our current inventory system is not automatic and updates are done manually, which causes delays in removing items from the website. We appreciate your patience during this process.
I want to get this item but you don’t seem to carry it.
You can email us or call us during our business hours to find out if we can get a certain item for you. We try our best to be updated on current trends but it’s hard when there are so many items out there in the market. We will work with you to be the best service we can be and your help will be much appreciated.