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Frequently Asked Questions


Frequently Asked Questions

Customer Support

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 3-7 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.”

No, no and nope. Our standard shipping is free for US customers and international customers. However, for international orders we are not responsible for any duties or delays with customs, so please review your tracking information and contact them if there is an issue with delivery.

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.

Your hair health journey begins as soon as you place your first order. That’s when we charge your payment of choice. From there, we keep you on track by billing you monthly. Don't worry, we will only bill you when we are shipping you your next order. However, if you ever need to hold an order, change your monthly billing date, pause or cancel your subscription, you can do so on your account page under "My Subscriptions."

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 30-180* days from the date of purchase.

Any product you return must be in the same condition you received it and in the original packaging. To request a return, please let us know by emailing us at contact@heyhair.co

*Some products are only eligible for 30 days, while others are eligible up to 180 days. Please view the specific policy on your desired product page.

Ugh, it's a pain when that happens, but it can happen all the same. When it does, we'll keep you right on track with your hair health journey. If your order hasn't arrived in 3-7 business days from the day it shipped out (which you can find on your tracking info), or there's something wrong with it, reach out to our Customer Experience team as soon as you can. We'll get a replacement order out to you right away.

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