FAQ


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 “Complete Order”.


How do I change the number of items in my order or cancel an item in my order?
→ Click “Cart” or click the bag icon on the top right corner.
→ This brings you to the shopping cart page, change item quantity accordingly.
→ Click “Proceed to Checkout”.


Can I order by phone?
Yes! Call us toll free at 1(888)-289-9963. 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 5pm 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). 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 (or more for international) to be delivered, depending on location. First, please check your tracking number. If your tracking number states delivered, please check with your neighbors and surrounding area. Then contact your local post office to verify your package has been delivered. If none of these options solve the dilemma 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.


Account


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. Click "Edit Address" to change your name, billing or shipping addresses. If you want to change your password please follow the instructions for the "I forgot my password" question below.


I forgot my password.
No worries! When you go to the “Account” page, just click “Forgot your password” link in box where you enter your password. 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 apply coupon codes? 
You can apply codes at the checkout page in the "Discount" box on the right hand side. Click "Apply" after entering your code and if it is a valid code, it will show in your total amount before you place your purchase. 


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 3PM on Monday through Fridays and before 12:30PM on Saturdays for USPS packages and before 5pm Mon-Fri for UPS packages. Same day shipping does not apply to all items, some may take 1-3 business days to arrive from different warehouses. PLEASE CONSIDER: UPS does not deliver or ship on weekends.

(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 you can proceed to checkout to see your grand total before placing your order. 


Do I have to pay sales tax?
Only if you live in the New York state. (May be subject to change due to commerce laws for online shipping in the future.)


What methods of payment do you accept?
We accept Amazon Pay and regular credit cards including the following: American Express, Discover, Mastercard, and Visa.


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?
Yes, please look at our privacy policy on how we process your personal information. We do not hand out any personal information to outside third parties nor do we use your information without your permission.


I need a copy of my receipt/invoice.
If you haven't received a copy of your invoice after placing your purchase please email us at nyhairmall@gmail.com or call us during our business hours with your name and - if you have it - order number ready for our customer representative. Please make sure to check your spam or junk folder to confirm you have not received a receipt. A paper 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.


Others


I want to know about a specific color.
Check our color charts or email us a request for the color palate.


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.