Order Information

Phone Orders:

(Toll Free) 1-800-999-9328.

Monday to Friday 9:00 a.m. to 6:00 p.m. Eastern Time.
Please have your Credit Card in hand. We accept Master Card, Visa, Amex, Discover.

International Orders - Please call 1-413-585-9666.

Mail/Fax Orders:

Fill out our Order Form. Be sure to include your phone number & apartment number. Enclose a check (check orders are held for 10 business days before shipping) or money order payable to The Hair Factory or fill in your credit card information in the space provided. Mail to: The Hair Factory, 116 Pleasant Street, Suite 229, Easthampton, MA 01027 or use our fax number is:(866) 780-7523.

Click image to download the form

All major credit cards are accepted but we do have the right to refuse a credit card that is due to expire within 30 days of current purchase. All credits are processed back to original forms of payment as long as it is within 30 days of purchase, otherwise it will be an in-house credit. If your credit card has expired then a in-house credit will be placed on your account. All orders must have the same shipping and billing address to help eliminate any fraudulent purchases. Please note we will only ship to the billing address on file. If necessary call your bank and/or credit card company to update any information if needed prior to ordering. Personal check orders are held 10 banking days. Money Orders ship out on day of receipt. Returns purchased by these methods will be processed as an in-house credit ONLY.

U.S. & INTERNATIONAL - order by e-mail orders@hairfactory.com

To request a FREE catalog please e-mail catalog@hairfactory.com

General Questions please e-mail TheHairFactory@hairfactory.com

Customer Service e-mail customerservice@hairfactory.com


We also have sales associates the speak Spanish and French:
Estamos complacidos de anunciar que nuestro call center ahora dispone de agentes que hablan Español!
Nous sommes heureux d'annoncer que notre Centre d'appels a maintenant des agents qui parlent français!


Make an appointment to have a consultation! Visit us at the following locations:

Hair Factory, 2 Conz Street, Suite 14B, Maplewood Shops, Northampton, MA 01060  Phone:  800-999-9328

Fordham Wig, 271 North Ave. (Lobby), New Rochelle, New York  Phone:  914-576-1636

Questions:

Call 1-800-858-4437 to speak with a Customer Service representative. Our informative staff are available Monday thru Friday 9:00 a.m. to 6.00 p.m. Eastern Time.

International Orders:

For all overseas & Canadian Orders you are responsible for all your country taxes and duties. We ship by FedEx International or UPS international.

Shipping:

We usually ship the same day your order is placed for in-stock orders placed before 3:00 p.m. EST Monday-Friday (weekdays and non-holiday only). We do not ship for Saturday delivery. If you need a Saturday delivery you must call and speak to a representative and make special arrangements, an additional fee will apply. Orders are shipped via US Postal Service, Fedex and UPS. For all UPS and Fedex orders, your shipping address must not be a PO Box. Please keep in mind that shipping prices quoted during checkout are approximations, and in some cases additional shipping charges may apply.

Please note that the UPS, FEDEX, USPS Service Guarantee does not apply when transportation networks are disrupted due to conditions beyond their control, such as extreme weather conditions. Additional weather updates can be found on The National Weather Service website. Back Orders are shipped as soon as we receive them instock. You will see a notification during checkout in BOLD red font if some items you are ordering may be backordered. You are also notified by email and phone call on all backordered items processed. Most back ordered items ship to be received within 10-15 business days. Expedited shipping methods can be arranged on time sensitive items.

Your order will be shipped by UPS or FedEx unless otherwise requested. APO, FPO and PO Box orders are shipped by mail. Tracking information and order confirmations are sent via e-mail if e-mail address has been provided.

VIP Memberships

VIP Memberships can be purchased for a one time fee of $20.00 and this membership entitles you to:

  • 10% off all prducts retail prices, including but not always those already discounted prices
  • Free REGULAR GROUND shipping on all orders with no minimum purchase.  This free shipping does not include any expedited shipping.  There will be an additional charge for expedited shipping.
  • News of new products and events before announcements are made to all.
  • Earning of points on each purchase to credit towards a future purchase (these points are not redeemable for cash)

Order Cancellations:

To cancel an order placed online during our normal business hours please call (Toll Free) 1-800-999-9328, Monday thru Friday 9:00 a.m. to 6:00 p.m. Eastern Time. Please have your order number available. Note that we ship order placed during normal business hours that are in stock, that same day. If you wish to cancel an order placed on the internet when we are closed it is necessary you call when we open that following day before your order has been processed and shipped. All orders are shipped by 4:00 P.M. Eastern Time. If no phone call of cancellation is received, orders will go out as scheduled. Please read our returns policy.

Return Policy:

Requirements for a Full Refund or Exchange

  • All Items must be returned in brand new condition with tags and original packaging for a full refund within 15 days of purchase. Returned merchandise must be in excellent condition for resale or a 15% restocking fee will be applied.  Do not split apart or alter the hair in any way, or we cannot accept your return. Final sales are final sales. There are no exceptions to this policy. All returns received after 15 days will be given an in house credit only. Hair returned with any odor, including but not limited to cigarette smoke, will not be accepted. All refused returns will be sent back to customer.  Shipping is not refundable.
  • Any Chemical alterations or any modifications of any kind made to the product after the sale, make all guarantees null and void. We are not responsible for any fees associated with hair installation, hair removal or styling costs.
  • There will be no credit or refund on hair that has been installed. You are responsible for verifying your purchase before you wear it. Please allow time between purchase and salon appointment to inspect the hair to make sure the product is to your satisfaction and as you ordered. If you are unsure, please show your stylist. Once installed you may not return your purchase for a refund or a credit.
  • All customized special orders are final sales. You may not return a customized product.
  • In compliance with General Health Codes, all Wigs and Hair Pieces are Final Sales only.

Please call before returning hair to us so your refund process goes quickly. You are responsible for return/exchange shipping charges. If you would like us to email you a shipping label we can do so and we will deduct $9.00 from your refund. Store credits are good for 1 year. We do not charge you on regular ground shipping of an exchange but any expedited shipping costs, you are responsible for.
We suggest sending all returns and exchanges by certified mail because we are not responsible for any lost packages. If necessary, please call 800-999-9328 and a sales representative will guide you in making the exchange. Please use the return slip below to ensure proper credit to your account. Refunds given are for the original product purchase price and do not include your shipping cost.


Send all returns to: The Hair Factory, 2 Conz Street, Suite 14B, Northampton, MA 01060

Legal and Privacy Statements

The Hair Factory knows that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. By visiting our site, you are accepting the practices described on this page.

Privacy:

We collect anonymous information about visitors to our site. We use this information to better understand how people interact with the site and to be sure the site is operating properly. We collect personal information when you place an order, submit a form or send us an e-mail. We will never share this information with a third party unless ordered to by a Court of Law.

Security:

We use industry-standard methods of securing our database of user information, such as, if and where appropriate, firewalls and limits on who can access user information databases. We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input. However, please keep in mind that there is no such thing as perfect security on the Internet. Although highly unlikely, it is possible for Internet transmissions containing your personal information to be intercepted by others. It is impossible for The Hair Factory to ensure the privacy and security of all transmissions made to and from the Site while in transit. You use this site at your own risk.