heyhair FAQ | Frequently Asked Questions

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contact@heyhair.co

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Check most frequently asked questions about HEYHAIR products here. If you still need help, please contact our support team here.

Shipping & Returns

We're just as excited as you are to get you started on your hair wellness journey. When your order is placed, it takes 1-2 business days to get it processed, packaged, and ready to go. Once we ship it, packages usually take 1-7 business days to arrive. If you're a subscriber, orders process automatically every month, or longer, depending on your subscription type. If you are leaving town or need to update your address or ship date before your next order, you can change your shipment date by logging into your account, selecting “Manage Subscription,” and then selecting “Change shipment date” under “Shipment Schedule.”

Email us at contact@heyhair.co with photos of the broken item, and your correct shipping address so we can arrange a replacement.

We ship to over 120 countries globally, and we offer free worldwide shipping on all of our products. 

We ship mostly from our main warehouse in the USA, and our growing warehouse in Australia, and we plan to open another location in Europe. As such some packages may be subject to customs/import charges. 

However, it is almost impossible for us to say how much these charges will be since they depend on the laws in your country of residence and the value of your package.

We are working hard to make our distribution centres available worldwide to reduce shipping times and customs charges.

All shipping charges (or free shipping promos) listed do NOT include customs, duty, and taxes. We can't hold responsibility for that and the recipient is responsible for all customs, clearing and other fee’s required to ship internationally.

For shipments outside of the USA and Australia, it is likely they will spend time some in customs when the shipment arrives.

We cannot provide any customs clearance estimates, but in most cases it should take no longer than two days.It’s always best to include a contact number with your order so that you can be reached easily if there are any issues.

IMPORTANT: Any customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order.

Hey, stuff happens. If you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange up to 30 days from the date of purchase, no questions asked. To request a return, please let us know by emailing us at contact@heyhair.co. We also offer a 100% Satisfaction Guarantee on our products - meaning you can return your product up to 180 days after purchase - but in order to qualify for this program you must agree to the requirements. Learn more here.

Orders

Once an order has shipped, tracking information can take 24-48 hours to update. If it’s been more than 48 hours and your order still shows no movement, we’re here to help! Email us at contact@heyhair.co 

You should have received your tracking link in your email - but you can also track your order progress on our site's tracking page. 

If you have made a mistake or changed your mind about your order, please contact us directly on contact@heyhair.co and we will get back to you as soon as possible. Please bear in mind that orders generally start processing within 6 hrs, so we may be unable to cancel your order before it has been processed and dispatched. However, we will do our best to assist you in whichever way we can. If you have purchased a subscription, you can modify and cancel future orders from within your account. 

Email us immediately on contact@heyhair.corequesting that your shipping address be updated. Please include your correct address in your email, and we will update your order for you if possible. Please note that orders are automatically processed (usually within an hour) so you will need to email us as soon as possible.

We try our very best to get all orders packed and shipped out of our warehouse within 24 hours during the week day. Once your product has been shipped you will automatically be notified via email with an update and your tracking number. If you have been waiting over 2 weeks and still have yet to receive your product please contact us immediately at contact@heyhair.co and we'll try our best to sort it out. It generally has to do with international shipments and customs.

It may be that the dispatch email ended up in your spam folder - please check your spam folder just in case. If you can’t find the confirmation email, please contact us directly on contact@heyhair.co and we will get b ack to you as soon as possible.

Products & Ingredients

All of our products are manufactured in the USA. If there are ingredients we can not obtain within the USA, we ensure they are only sourced from socially responsible businesses with ethical manufacturing practices.

In general, you should be able to tell if a product is working within 3 months (either by the amount of hair you are losing, by new hair growth, by gray hairs returning to their natural color, follicle repigmentation or by the thickness/strength of your hair). However, it’s important to bear in mind that hair growth and hair repigmentation is a slow process so you may need to allow longer to fully see the results.

You can read other customer reviews here, as well as leave your own. We are in the process of gathering more testimonials, as well as before/after photos, however since hair re-growth, and hair re-pigmentation is such a long process, this is taking a while to compile.

The ingredients for our products are listed on each product page on the website.

All our products are bottled in the United States of America under strict federal guidelines to ensure quality. Facilities are FDA registered and inspected to cGMP standards, exceeding FDA 21 CFR Part 111 regulations.

Yes, unless specifically stated otherwise on a given product page, our products are ideal from both women and men.

Yes! Our products are color safe and will work on highlighted or dyed hair.

Yes! Our anti-gray products are effective for restoring pigmentation in scalp, facial, and body hair

Yes, our anti-gray product are effective for all hair types (straight, curly, coily, etc.)

Yes, our anti-gray products can be effective regardless of where one may stand on the spectrum of hair pigmentation. That said, the more gray one has, the more patient and consistent they will need to be when it comes to getting results.

Payment & Currency

Yes. We incorporate physical, electronic, and administrative procedures to safeguard the confidentiality of your personal information, including Secure Sockets Layer (SSL) for the encryption of all financial transactions through the website.

We accept: Visa, Mastercard, American Express, Discover, PayPal. We also accept Shop Pay, Apple Pay, Google Pay and more. If eligible you can also pay in instalments via Afterpay. Learn more about Afterpay here. 

Yes, we do store payment information on your account and in our system to keep your orders going out like clockwork. But have no fear - we guard it like our own and keep it encrypted. Nothing is more important to us than your safety and privacy, which is why our payment system is state-of-the-art secure. As always, we're happy to answer any questions and give you peace of mind. Just email us at contact@heyhair.co. 

Assuming that there are sufficient funds in your account for the purchase, then your card provider may have blocked the payment for some reason. In this case we recommend using PayPal if you have it. If that is not possible, we suggest that you please contact your card provider to see if they can provide any further insight into the payment issue.

Payment by instalments is only available on one-time purchases. This payment option is currently not available on recurring subscriptions.

All products can be bought via one-time purchase or a recurring subscription:

Account & Membership

Click 'unsubscribe' at the bottom of any marketing email from us, or email us on contact@heyhair.co to request removal.

  1. Go to our website, and click the profile icon in the top right hand corner. Or go directly to the login page. 
  2. Enter your email address and password, and click ‘sign in’ to access your account area 
  3. If you haven’t yet created an account, you will need to do so by clicking the ‘Create account’ link underneath the green ‘sign in’ button. 
  4. Make sure you use the same email you used during checkout if you've made a purchase already.

Email us on contact@heyhair.co letting us know which email address you would like it updated to, and we’ll do it for you.

Subscriptions

In your account, on the top ri ght, you will see a link "Subscriptions". Click that link and go into the subscription portal, find your order and click into it. It will have an "Active" status. From there you will see the "Cancel" button, just click that button and your subscription will be cancelled, no hassle!

Managing your subscription is very easy. Once your order is complete, you'll be shown a link on your order confirmation page titled "Manage Subscription". We will also email you a link to manage your subscription. Once you have an account, log into your account, you will see your o rder history. On the top right, you will see a link "Subscriptions".

Click that and you can see all of your subscriptions and edit your desired order. 

Note: your account email must match the email you used to order your subscription.

We want you to have full control over your subscription, without having to reach out to customer support. From your customer portal in subscription management we allow you to: edit your order (this takes effect on the next order cycle), change your next order date, pause your subscription, skip your next order, change your selected frequency, update your payment details, add products to your subscription (takes effect on your next order cycle), and cancel your subscription. 

In your account, on the top ri ght, you will see a link "Subscriptions". Click that link and go into the subscription portal, find your order and click into it. It will have an "Active" status.

In your account, on the top righ t, you will see a link "Subscriptions". Click that link and go into the subscription portal, find your order and click into it. It will have an "Active" status. From there you will see the button "Skip Next Order". Click that and you're done!

In your account, on the top ri ght, you will see a link "Subscriptions". Click that link and go into the subscription portal, find your order and click into it. It will have an "Active" status. From there you will see a button "Pause", click it and there you go!

In your account, on the top ri ght, you will see a link "Subscriptions". Click that link and go into the subscription portal, find your order and click into it. It will have an "Active" status. From there you will see your payment method, with an "Edit" button next to it, click that button to update your payment method.

Log into your account, you will see your o rder history. On the top right, you will see a link "Subscriptions". Click that and you can see all of your subscriptions.

In your account, on the top ri ght, you will see a link "Subscriptions". Click that link and go into the subscription portal, find your order and click into it. It will have an "Active" status. Find your order and click "Edit". Then go down and find your shipping address, click the link to edit then save and your next delivery will be changed to your updated address.

In your account, on the top ri ght, you will see a link "Subscriptions". Click that link and go into the subscription portal, find your order and click into it. It will have an "Active" status. From there click the "Edit" button to edit the details of your order. Once you're in there, you will see a the "Add Product" button. Click that button to add products to your order. The products will be included in your next order cycle.

About our company

We have a few warehouse locations, but our head office is:

204 W Boombah Blvd.

Yorkville, IL, 60560

USA

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