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Frequently Asked Questions

At ExtenCity, we pride ourselves on being knowledgeable about all things hair related, especially when it comes to hair extensions and full lace wigs. We’ve compiled a list of the most frequently asked questions that we receive here at ExtenCity and provided answers that will give you a full understanding of hair extensions, lace wigs and how they are applied and maintained.


LACE WIG BASICS


1. Are there different types of lace wigs?

There are several different types of lace wigs out on the market. The lace front wig is the most common type of lace wig. With a lace front wig, the front portion of the wig is constructed of lace material. However, with a full lace wig the entire base is constructed of lace material so hair can be parted anywhere. Lace Frontals are small hair pieces that are only installed on the front portion of the head along the hairline.

2. How do I apply my lace wig?

Lace wigs are usually applied using lace wig adhesive or a special tape. The adhesive or tape is applied on the hairline and around the perimeter of the head. Once dry, the adhesive creates a sturdy bond that can last several days.

3. How long will my glueless lace wig last?

If cared for properly using minimal heat, alcohol & paraben free hair products, ExtenCity lace wigs will last for 1-2 years. 

It is recommended that you handle hair gently when washing, styling and detangling, due to the delicacy of the lace material. It is also important to let your wig air dry after washing to prevent damage and always wear a satin bonnet when sleeping in a lace wig.

4. How do I remove my lace wig?

To remove your lace wig, apply an alcohol-based solution to any areas where adhesive was applied.

5. Do I need to change my daily routine while wearing a lace wig?

It is not necessary to change your daily routine while wearing a lace wig. Use a waterproof adhesive if you plan to swim, exercise or use the sauna while wearing your lace wig. You should avoid water sports and exercise for at least 24-hours after the initial install of your lace wig.


BASIC HAIR & WIG TERMINOLOGY


1. What is the difference between a bundle and weft?

Nothing. A bundle/weft is the result of sewing hair together by a machine or by hand to create a tracking effect. Most bundles contain 100 grams of hair. 

2. How many wefts/bundles do I need for a full head?

For average head size, a full head would need...
10 to 22 inch: 2-3 bundles
24 to 30 inch: 3-4 bundles

ExtenCity Hair wefts are sold separately but if you need more than 2 bundles, take advantage of our Bundle Deals! 

3. What is a closure?

A closure is a hairpiece designed to complete a wig or weave. Closures are usually made of a lace or silk base that is dyed to resemble the color of the wearer's scalp. Closures allow you to wear parts in different areas and to give your hairline a natural appearance.

4. What does density mean?

Density is the term used to describe the thickness of hair used on a wig or in a bundle. High-density hair is thick, full and will provide you with a lot of volume.

5. What does the term ventilation mean?

Ventilation is the process of stitching several strands of hair to a wig base by hand using a special needle, called a ventilating needle.

6. What is a u-part wig?

U-part wigs are lace wigs that have a large, u-shaped opening at the crown. The opening allows for your real hair to be left out and blended together with the wig hair.

7. What are bleached knots?

The ventilation process usually results in small knots at the base of the wig. These knots are often bleached or colored to reduce their visibility and match the wearer’s scalp.

8. How can you distinguish human hair from synthetic hair?

You can distinguish human hair from synthetic hair by conducting a Burn Test. Simply burn a small piece of the hair. When burned, human hair will turn to ash and result in white smoke and a foul smelling odor. When synthetic hair is burned, black smoke will appear and the hair will melt into a sticky ball.

Also, when examining human hair you should notice a few strands of gray hair and/or split ends. This is perfectly normal and not an indicator of the quality of the human hair.

HAIR TEXTURE BASICS 

1. What is virgin hair?

Virgin hair is human hair that has never been dyed or chemically treated. Authentic virgin hair has never been permed, relaxed or cleaned with harsh products.

2. What is Remy hair?

Remy hair is virgin human hair that has been collected in a way that leaves the hair cuticle intact and aligned. Remy hair is thought to be the highest quality of human hair and is the preferred hair extensions for many professional stylists.

3. What are the types of hair extension textures?

Hair extensions can come in many different textures ranging from straight to afro-kinky. The following are most common hair extension textures:

• Silky Straight
• Kinky Straight
• Body Wave
• Curly
• Loose Wave
• Loose Body
• Deep Wave
• Kinky Curly
• Water Wave
• Jerry Curl
• Italian Curl
• Natural Wave


ABOUT CLIP-IN EXTENSIONS

1. What are clip-in extensions?

Clip-in extensions are weft extensions that are easily and quickly installed using clips. All clip-in extensions at ExtenCity Hair are made from 100% virgin human hair and can be installed and removed within minutes.

2. How do I wash clip-in extensions?                                                               

The following are the recommended instructions on how to wash our 100% virgin human hair extensions:

- Detangle the hair thoroughly from end to root using a wide tooth comb.
- Wash the hair gently with a mild shampoo and lukewarm water.
- Do not rub or twist the hair during washing.
- After washing, follow-up with a hydrating conditioner.
- Gently squeeze any excess water from the extensions and pat dry using a soft towel. Do not rub, roll or twist the hair in the towel.
- Allow the extensions to air dry completely before styling.

3. Can I swim in clip-in extensions?                                                                 

It is not recommended that you swim while wearing clip-in extensions. In order for your clip-in extensions to last, we suggest that you remove them before swimming and showering. Clip-in extensions are extremely low maintenance and can easily be removed within minutes. If you must shower with clip-in extensions, we suggest pinning up your hair and wearing a shower cap to prevent tangling.

4. Can I style clip-in extensions?

Absolutely! Our clip-in extensions are made with 100% virgin human hair that can be styled like your real hair. When using a flat iron, curling wand, or other heat styling tools, please use a heat protectant or serum before applying heat to the extensions. Our clip-in extensions can also be dyed or bleached. Generally, it is easier to darken the extensions than to lighten. We advise that you use the best quality of hair dye that you can afford to ensure your extensions remain damage-free.

5. How long do clip-in extensions last?

Our clip-in extensions are made from human hair which means they can last a long time if properly cared for. The life span of clip-in extensions can be up to a year, if treated and card for properly. Heat and chemical styling (hair coloring, bleaching) can affect the longevity and reduce the life span to 3-6 months.

6. Can I sleep in clip-in extensions?

We do not recommend sleeping in clip-in extensions. Sleeping in clip-in extensions can cause tangles to both your real hair and the extensions. If you chose to sleep with your clip-in extensions installed, be sure to wear a satin scarf or bonnet to bed.

7. How many packs of ExtenCity Clip-in extensions do I need for a full head?

For average head size, a full head would need...
10 to 22 inch: 1-2 packs
24 to 30 inch: 2-3 packs

 

EXTENCITY REWARDS PROGRAM

1. How do I join the ExtenCity Rewards Program?

Simply create an ExtenCity customer account and you will automatically become a part of our program or select 'Join Us' from the main menu and click on 'Earn ExtenCity Points'

2. How do I earn loyalty points?

Earn 200 points just for signing up! Then, you earn 5 points for every $1 you spend in our online store. Each time you spend, you will receive an email with your updated loyalty points balance. There are also plenty of other ways to earn loyalty points such as following us on Instagram or referring friends. Use your loyalty points to claim the rewards that you want, or save them up to unlock rewards that require more points.

3. How do I check my loyalty rewards balance and redeem points?

Each time you shop online, you will receive our loyalty program email with your updated loyalty points balance. From our email, click into your customer portal and here is where you can claim rewards. You can also log in on our website by clicking on our pink ExtenCity Rewards tab on the left side of your screen.

4. How do I use my rewards?

When you've unlocked a reward, you will receive a unique reward coupon. You can redeem your reward coupon on our payment page during checkout. Just copy and paste your unique code into the Discount bar and click Apply (only one coupon code per order). 

Terms and Conditions

  • ExtenCity Hair reserves the right to modify or cancel coupons at any time.
  • Coupons can only be redeemed once.
  • If you redeem your coupon online for a purchase less than the full value of the coupon, the balance of the coupon is not redeemable on another purchase.
  • If you return any of the items purchased with a coupon, the coupon discount or value will be subtracted from your return credit. 


ORDERS & PROCESSING

1. How long would it take to receive a customized wig order?

Once your payment has been processed (after 7-10 business days), you will receive your custom wig order in 15-20 business days. Be sure to order well in advance to avoid any disappointment.

2. How can I check the status of my order?

After placing your order, we will send you an order confirmation by email. A tracking number will be provided to you as soon as it is dispatched from the shipping or courier company.

3. Can I cancel or make changes to an order?

We do not process cancellations or changes after 24 hours of purchase. Due to our high volume of orders, we have a structure in place to ensure that each item is carefully inspected and shipped out as soon as possible. We cannot under any circumstances cancel a shipment once it has already been processed and in transit. 

We apologize for any inconvenience this may cause. Please be sure to review your order carefully before placing it.

SHIPPING

1. How much will shipping cost?

Shipping is free within the United States and Canada. However, customs tax is determined by your country of residence and not by ExtenCity Hair. Customs tax must be paid by you, the customer. If you have any questions regarding customs tax, please refer to the appropriate department in your country.

2. Where are the products shipped from?

Our ExtenCity Hair products are shipped from our private facilities located in Toronto and Vancouver. We most frequently ship orders using DHL, FedEx, or USPS. Other couriers are used according to the areas. Please note, shipping time may vary depending on the weight of package and delivery destination.

3. When will my order be shipped?

Please allow 7-10 business days for payment and order processing. It is important to keep your billing address and shipping address the same. Be sure you have entered the correct billing address associated with your bank card or the system will not accept your payment. Once the order is ready for shipping, you will receive a tracking number to the email or phone number you have provided at the time of purchase.

Items are shipped to destination within 3-5 business days (excluding weekends and holidays). ExtenCity Hair is not responsible for courier company delays due to COVID-19, holidays or natural disasters. 

Be sure to give yourself enough time to place orders before special occasions. 

Processing Time + Shipping Time = Total Delivery Time 

Please note, a physical address is needed and must include the apartment/suite number. Unfortunately, we cannot deliver to PO boxes or Military addresses. We strongly recommend that you sign for delivery. We ship to the correct address you provide for your order delivery and will not be responsible for any loss caused by your authorization to leave the parcel in front of the door, backyard or any place else. If you will not be home on the expected arrival date, you can request to have your package held at the courier location. 

 Country Estimated Delivery Time Courier Company
 US/Canada  3-5 Business Days  DHL Express, FedEx, USPS, Purolator
 Europe  7-10 Business Days  DHL Express, FedEx, USPS
 Caribbean 7-10 Business Days DHL Express, FedEx, USPS
Rest of World 10-15 Business Days DHL Express, FedEx

*ExtenCity Hair is not responsible for taxes and duties charged by your country.

 

Return Policy

Due to the nature of our business, all sales are finalWe cannot accept or resell used hair for hygienic reasons. Here at ExtenCity Hair, we take the safety and well being of our customers very seriously. This policy is in effect to comply with the federal law. When you make a purchase from our online store, you legally agree to these terms before check out. 

We strive to deliver the best products possible and maintain a high level of quality assurance. Our hair and other products are thoroughly inspected to ensure that they are of the highest quality before they are shipped. Your satisfaction is our primary goal and we take the steps necessary to make sure you are receiving the best that we have to offer.

4. Can I change the delivery address after my order has been shipped?

Unfortunately, once your order has been shipped, the address cannot be changed. Please ensure your address is entered correctly. Changing your address after the package is already in transit is not guaranteed to reach the new destination. To avoid confusion between you as our valued customer, us and the courier company, it is in everyone's best interest to not accept changes to addresses once they have been submitted for processing. We hope that you understand and apologize for any inconvenience this could potentially cause.

5. How can I track my order?

A tracking number will be provided to you as soon as it is dispatched from the shipping or courier company.

6. Can I make an exchange?

At ExtenCity Hair, your health and safety is our number one priority and for this reason, we do not accept product returns or exchanges.

We will replace products that were shipped in error and rectify the mistake as soon as possible. If it is evident that you have received a defective item, we can only offer an exchange within 7 days of product delivery, no exceptions. The product can be exchanged or replaced for an item of equal or greater value. Please contact customer support with your order number along with pictures and/or video proof of defect by email to support@extencityhair.com. 

Please note that all returns and exchanges need to be authorized and processed in writing, not by telephone. 

Once exchange is authorized, you will be provided with instructions and a return address to ship your item(s) back. All hair must be shipped back in it's original packaging with all seals intact, unworn and unaltered in the same condition you received it. Altering the product in any way will void any rights you have to a replacement. 

  • Hair bands or tags cut
  • Item returned without original packaging it came in
  • Wet hair, dyed, conditioned or chemically altered
  • Lace cut, bleached or tinted
  • Hair worn, cut, washed, colored
  • Combed, curls brushed out, any physical alterations, etc.  

We strive to deliver the best so if we determine that you have received a defective product, we will replace it immediately. If we determine that the product in question is free of defects, it will be shipped back to you at your expense, without a replacement or exchange.

7. What if the package I sent back to ExtenCity got lost or stolen?

Please use a trackable shipping method, signature confirmation and keep your postage receipt just in case your package gets lost by your shipping courier. ExtenCity Hair is not responsible for any orders that get lost or stolen in the shipping process. We will work with your chosen courier company whether it be USPS, DHL Express or FedEx to try and locate your package and file an insurance claim if necessary. 

Upon receipt of your package, the replacement will be processed within 72 hours and reshipped to you within 5-7 business days.

8. What if I am unhappy with my order?

If for any reason you are not pleased with your order, please contact us as soon as possible (within 7 days of receiving) and we will try our very best to find a solution that meets your needs. We at ExtenCity Hair value our customers and strive to provide the best service possible.

Please note, we do not provide refunds to comply with the federal law. When you make a purchase from our online store, you legally agree to these terms before check out. There will be no exceptions. 

9. Do you ship internationally?

Yes. ExtenCity Hair offers shipping worldwide. Shipping cost varies based on your country of residence. Customers are responsible for paying duty fees which are charged by their country, not ExtenCity Hair.

PAYMENTS

1. What payment methods are accepted?

We accept Apple Pay and Google Pay along with most major credit cards such as Visa, Mastercard, American Express, Discover, JCB, Diner's Club and enRoute using Authorize.net and PayPal. You do not have to have a PayPal account in order to buy ExtenCity Hair products. 

We have recently partnered up with Sezzle to offer a payment financing solution. Now you can buy now and pay later. Click here for more information. 

2. How safe is the payment process?

Making payments to ExtenCity Hair online is very safe especially because all payments are done securely through Stripe and PayPal with the additional options of Apple Pay and Google Pay. Our chosen payment processing companies lead the industry in security and fraud prevention. All of your financial information is secured and protected.

3. What currency will my credit card be charged in?

ExtenCity Hair is only able to process payments in USD (US Dollars).

4. Do you accept money orders or checks via the mail?

Unfortunately, ExtenCity Hair does not accept money orders or any payments through mail.

5. Do I have to pay taxes?

Yes. You will be required to pay sales or customs tax depending on where you reside.

 

Fraud Detection Policy

ExtenCity Hair takes serious precautions against fraud of any kind. In the event that fraud has been detected, ExtenCity Hair will take legal action, including but not limited to contacting lawyers, law enforcement, and/or filing lawsuits. This policy also includes fraudulent disputes. To avoid any complications, we suggest only using payment methods that are legally registered in your own name and at your own address.

Please feel free to contact our customer service team with any questions before ordering to ensure a smooth ordering experience.

 

Have another question?

Please refer to our most frequently asked questions here. You may also contact us at support@extencityhair.com or by phone at 1.844.951.2489. We are always happy to help :)