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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. What’s the difference between lace wigs and other types of wigs?

Unlike other types of wigs, lace wigs were designed to give the wearer a natural, realistic appearance. Lace wigs also give you more styling options compared to traditional wigs and give the wearer a natural, life-like hairline.

2. 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.

3. Are all lace wigs made of the same material?

There are two types of lace material commonly used in lace wigs – Swiss Lace and French Lace. Swiss lace is an extremely fine material that easily rips and is prone to damage. French lace, on the other hand, is delicate but stronger than Swiss lace and less susceptible to damage.

4. Will people know I’m wearing a lace wig?

If applied correctly, no one should be able to determine that you’re wearing a lace wig.

5. 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.

6. Are lace wigs expensive?

Lace wigs come in a range of prices, from reasonable to expensive. However, lace wigs are a long-term investment that can last for years if cared for properly.

7. Is it safe to wear lace wigs?

If applied correctly, lace wigs are safe to wear and should not cause any damage to your natural hair. To avoid any damage, be sure to avoid applying adhesive directly to your real hair.

8. Are lace wigs hard to maintain?

No. You maintain lace wigs in the same manner as you care for your real hair. It is recommended that you use care 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.

9. Can I wear different hairstyles with a lace wig?

The best thing about lace wigs is the versatility they provide when styling. High ponytails, French braids and updos can all be achieved with a lace wig. Flat-irons, curling wands and other heat styling tools can be used on lace wigs made of human hair.

10. How long will my lace wig last?

If cared for properly, lace wigs can last for 2-3 years.

11. How do I remove my lace wig?

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

12. 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 are hair extensions?

Hair extensions are hairpieces that are used to add volume and/or length to the hair. Hair extensions can be made of human hair or synthetic material.

2. What is a bundle?

A bundle is a term used to describe hair that has been sourced and gathered abroad. Most bundles contain 100 grams of hair. Bundles of long extensions will contain less hair than bundles comprised of shorter lengths.

3. What is a weft?

A weft is the result of sewing hair together by a machine or by hand to create a tracking effect.

4. 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! 

5. 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.

6. 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.

7. What are baby hairs?

The fine hairs found along the nape and hairline are called baby hairs. Many lace wigs have baby hairs to give the wig a more realistic look. Baby hairs also help cover adhesive or tape.

8. 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.

9. 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.

10. What are tape-in extensions?

Tape-in extensions have a piece of tape running along the weft. The wefts are then “taped” into place between your real hair. These type of extensions are becoming more popular because they're easy to install and require no special tools or chemicals. Tape-in extensions can last up to three months and the hair can be used again after it has been removed.

11. What is the I/U tip hair method?

U-tip extensions are extensions that come equipped with a keratin tip. Heat is used to apply the extension in a method known as Fusion.
I-tip extensions are applied using a special hook. Your hair is looped through a small micro-ring, along with the I-tip extension. A special type of plier is then used to close the micro-ring, securing the I-tip extension in place.

12. 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.

13. What is synthetic hair?

Synthetic hair extensions are constructed with man-made fibers, such as Kankelon and Futuro. These fibers are designed to look like human hair but they are unable to withstand temperatures in excess of 180° F. Synthetic hair is cheaper than human hair but does not give you a natural, realistic look and feel. Blended hair extensions are made of a mixture of both synthetic and human hair.

14. What is human hair?

Human hair extensions are made from hair that has been gathered from human donors, usually from Asia or India.

15. 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. Are clip-in extensions a good investment?

Yes. Clip-in extensions are a good investment. They are affordable, low maintenance and come equipped with a clip-in attachment that will not damage your real hair. If cared for properly, clip-in extensions can last between 6 months to a year or even longer! Many professional hair stylists recommended using clip-in extensions before choosing a more permanent method such as weaving, bonding, or mini-locs.

3. Why are clip-in extensions suddenly so popular?

Clip-in extensions have become popular because they allow you to add length and volume and experiment with color easily, safely and without causing damage to your real hair.

4. 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.

5. 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.

6. 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.

7. Will people know that I’m wearing clip-in extensions?

No. If you have chosen a color that matches your real hair, clip-in extensions will remain undetectable. That’s the beauty of clip-in extensions. A natural look can be achieved simply by finding the appropriate color.

8. 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.

9. 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.

10. 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 AMBASSADOR PROGRAM

1. What is the current commission payout for ExtenCity Ambassadors?

Earn 5% Commission: Fuller Street Wefts, Bundle Deal Bay and Clip-in Parkway hair products.
Earn 10% Commission: Closure Avenue hair products.
Earn 15% Commission: Lace Vegas Wigs, wholesale orders of our Premium Virgin Hair or raw Indian Temple Hair Bundles.

2. How can I earn a higher commission?

You can earn a higher commission of 15% when you market any of our Lace Vegas Wigs collection or offer hairstylists our premium virgin hair bundles for wholesale/bulk orders (MOQ is 20). 

3. How and when do I get paid?

Ambassadors start to accumulate commission once their referred clients begin to make purchases. An affiliate earns commissions by sending sales to our online store using ExtenCity Hair affiliate links or discount codes. The
commission percentage is based on the type of product that was purchased.

Payment is made every 30th day of each calendar month. You do not need to earn a minimum in order to be paid. After payment has been made, the ambassador’s account will reset.

 4. Do my referred clients get a discount off their purchase when they use my link or coupon code?

Your referred clients who make purchases using your link will receive 10% off of their order. If they would like to provide a review of their gorgeous looking hair, we'll feature them on our social media. <3 

5. Can I use my Ambassador discount to make personal purchases?

Yes. Members of the ExtenCity Ambassador Program can receive 30% off their personal purchases at the ExtenCity online store. The Ambassador Member-Only discount does not apply to bundle deals or any special sales or promotions.

Please also note: You may not purchase any of our ExtenCity Hair products using your own ambassador link. 

6. When do I receive a commission?

You will receive a commission after the purchase has been paid by your referred client.

Payment is made every 30th day of each calendar month. You do not need to earn a minimum in order to be paid. After payment has been made, the ambassador’s account will reset.

7. What is considered to be a qualifying purchase in order to be paid a commission?

Here is an explanation for the different conversion status updates:

Pending
Denied
Approved
Unqualified

There are four possible statuses assigned to a conversion that affiliates can view to see the status of conversions.

Pending - This is the default status for all new incoming conversions.
Denied - Conversions can be denied for a number of reasons. Most common cases are mistyped credit card numbers, outdated billing addresses that do not match the card, security code was entered incorrectly or fraud detection.
Approved - Once purchase has been approved, earned commission will be visible in your affiliate dashboard.
Unqualified - If a conversion falls outside of the offer's 90 day cookie limit, it will display an Unqualified status. 

8. Can I share my Ambassador link in a blog post?

Yes. You can share your Ambassador affiliate link on your blog, YouTube channel and social media, if affiliate links are allowed on the platform.

9. Do I need a blog to become an ExtenCity Ambassador?

No, having a beauty blog will increase your opportunity to earn money but, it isn’t necessary for admission into the Ambassador Program.

10. Do I need a YouTube channel to become an ExtenCity Ambassador?

No, having a YouTube channel is not necessary for admission into the program.

11. How often can I share my Ambassador link?

There is no limit to the amount of times you can share your Ambassador affiliate link. We ask that you be mindful of the rules regarding affiliate links on the sites your link is shared. Please refrain from sharing your link on any spam sites or unrelated forums and message boards.

12. Do I need to be a professional hairstylist to become an ExtenCity Ambassador?

No. Although we encourage hairstylists to join the Ambassador program, anyone is free to become a member.

13. Do you send samples of your product to Ambassadors for review?

At this time, we do not send our hair products for Ambassadors to review. However, depending on the size of your following and organic engagement, we would be happy to review your press kit for reconsideration.

14. Can my family and friends use my Ambassador link to make purchases?

Yes, please do share your link with friends and family.

Do keep in mind that they are not authorized to purchase products with your 20% discount though. The discount is a perk exclusively for our Ambassador members.

15. If accepted, how long must I remain in the program?

You are not obligated to remain in the ExtenCity Ambassador Program. You are free to discontinue your membership at any time. We kindly ask that you let us know in writing if you decide to end your membership. You may contact us at: support@extencityhair.com

16. Can Ambassadors receive hair instead of a monetary paid commission?

Ambassadors are only paid monetary commission but can receive ExtenCity hair products as a bonus. Ambassadors can receive free premium ExtenCity virgin hair extensions for every 25 bundles sold using their unique Ambassador code. Ambassadors can also receive a free lace front wig for every 10 lace front wigs sold using their unique code. 

17. What is the cookie day limit?

Here at ExtenCity, we love to see our affiliate members WIN. We understand the amount of time and effort that is put in to promoting our products so we offer 90 cookie days. After your visitor has clicked on your affiliate link, they have 90 days to make the purchase and you will still receive your commission.

If the visitor does not click on the affiliate link again and places an order after the 90 cookie day period has elapsed, the conversion will be marked as Unqualified in Refersion.

For example:

A visitor clicks on one of your affiliate links on September 20th, 2019 and leaves the site without making a purchase. The same visitor then comes back directly to extencityhair.com on February 7th, 2020 and makes a purchase. That order would not credit the affiliate (the conversion would be marked as Unqualified) since the purchase occurred long after the affiliate's link click.

Please Note: Tracking cookie days requires the visitor to use the same device and browser, not be using private browsing/incognito mode, and to not have cleared their cookie and browsing data in order to track properly. ExtenCity Hair and Refersion are not responsible should visitor decide to make these changes on their device.

EXTENCITY REWARDS PROGRAM

1. How do I join the ExtenCity Rewards Program?

Simply create an ExtenCity customer account and you will automatically become part of our program. Or you can join by clicking on our pink ExtenCity Rewards tab on the left of your screen.

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 order?

Once your payment has been processed, you will receive your custom order in 15-25 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?

Due to the high volume of orders placed in ExtenCity Hair's online store, once an order has been placed and sent for processing at our factory, it cannot be changed or cancelled to avoid confusion. We apologize for any inconvenience this may cause. Please 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, Vancouver or China. We most frequently ship orders using DHL, FedEx, or USPS to Canada and the United States. 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 72 hours for your order to be processed. Shipping usually occurs within 3-5 business days (excluding weekends and holidays). ExtenCity Hair is not responsible for late shipments due to holidays, natural disasters or courier company delays.

Be sure to give yourself enough time to place orders before important events. 

Total Delivery Time = Processing Time + Shipping Time 

If you provided an email address at time of purchase, a tracking number will be emailed to you once your order has been processed.

Please note, a physical address is needed. We cannot deliver to PO boxes and 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. We want to protect your investment. :)

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

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

4. 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.

5. 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 has already left the factory is not guaranteed to reach the new destination. To avoid confusion between you, 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.

6. Can I cancel my order after it has been shipped?

We do not process cancellations or refunds 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.

7. 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.

RETURNS & EXCHANGES

1. Do you accept exchanges or returns?

If it is evident that you have received a defective item, we offer exchanges within 7 days of product delivery. The product can only 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 at 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. An exchange will not be honored if the hair has been tampered with in any way. 

  • 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.  

Doing any of the above will void the exchange process.