FAQ

 

FREQUENTLY ASKED QUESTIONS:

 

How long does shipping take?

After processing:

Approximately

Canada: 2-5 working days

USA: 2-7 working days

International: 10-15 working days (may be longer for slow-to-ship countries)

 

 How do I track my package?

You will be emailed a shipment confirmation email along with a tracking number to track the shipment of your package. In some circumstances, this tracking number is not a step by step tracking rather a delivery confirmation.

 

 

 How do I return/exchange?

If you would like to send your extensions back for an exchange or refund, you may do so if the IDENTITY security seal has not been broken and they have not been opened or worn, please contact us prior to sending your IDENTITY hair back for full details & address information.

 

Exchange or refund can only be done within 30 days after you have received your package.

We recommend that you send your return with a tracking # as we will not be responsible for lost returns. Please indicate"RETURN ITIM NO DUTIES' on the package.

the package could return back to you if not done.

NOTE: you are responsible for all returned shipping costs.

 

 

When will I receive my refund?

You will receive a full refund to your original payment method once we have received and inspected the items. It may take up to 3 business day to process your refund.

NOTE: Package must be unopen and unused if we receive an open or use item back, a refund will not be processed.  

 

Where do you ship from?

Our shipping facility is currently located in Ontario Canada.

 

My payment not going through?

Try using a different browser, this tends to be the solution. If you are still experiencing issues, feel free to contact us at identityhair@mail.com  

 

How do I know which color to choose?

If you are unsure on which color will match you, feel free to send us an email to identityhair@mail.com  with a picture of your hair taken outside in natural light and we will get you a color match.

Or check out our “Location” page, and find a nearby salon where they will do a hair color match for free.

 

My color is on back order; can I still purchase it?

Yes, you certainly can! Placing an order will reserve a set for you so once we are back in stock, we will send you your IDENTITY Hair Extensions right away!

 

 

 

Can I color my IDENTITY Hair Extensions?

Our extensions are 100% human Remy hair and you can absolutely color or tone your extensions, we do suggest getting a professional opinion by an experienced colorist. Coloring may lead to shorting the lifespan of your Extensions and possibly cause damage if not done correctly. Please keep in mind, that if chosen to color your IDENTITY HAIR EXTENSION, it is up to the customer’s discretion and done at your own risk.

 

 

Can I use styling tools on my IDENTITY Hair Extensions?

Yes, you can! We do recommend using a heat protectant spray.

 

 

Can I wash my clip-in extensions?

Absolutely, try to only use a gentle shampoo and use hydrating conditioners! Leave-in conditioners and we highly recommend some type agrion oil remember your extensions do not get your natural oils from your hair so it very important to keep them in good standing to prolong their life

 

 

How often do I wash my IDENTITY clip-in hair extensions?

ONLY wash your Hair extensions when they look like they absolutely need it!

 

 

How long do IDENTITY clip-in Hair extensions typically last?

The lifespan of IDENTITY is anywhere from 6 – 12 months, depending on their usage and how they are cared for and maintained.

 

 

Can I wash my Tape in extensions?

Absolutely, try to only use a gentle shampoo and use hydrating conditioners! Leave-in conditioners and we highly recommend some type agrion oil remember your extensions do not get your natural oils from your hair so it very important to keep them in good standing to prolong their life

 

 

 How often do I wash my IDENTITY tape –in hair extensions?

You can wash your extensions as much as you would normally wash your own hair since your extension are tape in, we recommend you wash your hair every 3 days or so and its extremely important to use some type agrion oil.

 

My IDENTITY Hair Extensions are shedding, what do I do?

Some shedding is normal, just like your own hair! But if you feel your Extensions are shedding excessively, please feel free to contact us.

 

 

What does it mean when an item is on Back-Order?

Popular items may sell out quickly and temporarily be on back order. This means that the items are currently

out of stock but that there are shipments on their way to re-stock our warehouses. Ordering an item that is currently on back order is a worry-free way to ensure that you will be first in line for the new inventory and that the item which you ordered will be sent out to you as soon as we receive it!

 

You will be notified by a shipment confirmation email and a tracking number once your back ordered items has been shipped. You will not need to contact customer support, or do anything to follow up on the back ordered item, We will take care of it for you from here on out!