1921 Springfield Ave, Maplewood, New Jersey 07040, United States
FREE GROUND SHIPPING!
Frequently Asked Questions
- Which payment methods do you accept? We accept ALL major credit cards and CASHAPP/VENMO.
- What is the processing time for orders? Orders are processed within 24-48 hours Monday through Friday. Orders made on the weekends will process on Monday. Orders must be sent to the billing address associated with your credit card account.
- How do I contact Upper-S-chelon Hair? You can call customer service at 973-762-6222 or 973-913-4868. You can also send us an email 24/7 (INFO@UPPERSCHELON.COM). Please allow 12-24 hours for a response when leaving a voicemail or email. Please do not email urgent matters, it is best to call if the matter is urgent.
- I wan to place an order with Upper-S-chelon but I am skeptical about the quality? Upper-S-chelon Hair is amazing and we GUARANTEE our hair is 100% Virgin Hair! We have a strict quality control process and inspect every bundle before shipping to our valued clients. Feel free to call and speak with our amazing customer service reps with any questions/concerns.
- Can I make changes to my order? We process orders within 24-48 hours of payment. If you wish to make changes to your order, please call customer service within 24-48 hours of placing the order at 973-762-6222. Once an order has shipped, changes can’t be made. WE CAN NOT AND WILL NOT CHANGE THE DELIVERY ADDRESS
- What is your exchange/return policy? Due to the nature of our products, we have a strict EXCHANGE ONLY policy. Orders can be exchanged within 7 days of receipt (time the package was signed for, picked up or delivered). You must call customer service for an RMA# (return merchandise authorization #) and your invoice must be sent with the products you would like to exchange. Hair that shows signs of use, washing, coloring, cut wefts etc. will NOT be accepted. Please do not remove the hair from the bundle/ rubber band. Distorted patterns will NOT be accepted for return and will be sent back to the client. For in-store purchases just bring back to the store for exchange.
- How long will my virgin hair extensions last? Upper-S-chelon Hair is not chemically altered from its natural state and, on average, can last over 2 years if hair is properly cared for.
- Does virgin hair come in different colors? No, the hair is in its natural state. The natural color is similar to a natural brown or black.
- Can I bleach my bundles? Yes you can color and/or bleach your virgin hair bundles. Please use caution when altering the color on your own. If you are uncertain of how to dye the hair, please visit a licensed professional hair stylist. We are not responsible for any problems that may occur during coloring.
- Should I wash my hair wefts before installation? Our hair is thoroughly washed and conditioned, however we do recommend washing all hair textures prior to installation. You may simply co-wash (conditioning only) and hang hair to air dry.
- If I purchase wavy hair can it be straightened and curled? Yes, you can straighten and curl all virgin hair types.
- Will the wave and curl pattern return after I straighten the hair? Yes, the original pattern can return for ALL of our textures.
- What is the best way to take care of my hair? For more information on hair care please take a look at our Hair Care Guide.
- How many bundles do I need for a full head? Upper-S-chelon doesn’t skimp on quality or ounces! Each bundle is approximately 4oz.'s. Many of our clients use 2 bundles to achieve a full head but you should also consider the style you want to achieve, the size of your head and also consult your licensed hair stylist when in doubt. The longer the hair, the more hair you’ll need. Here is a guideline to help:
- 12" - 18" - 2 bundles
- 20" - 26" - 3 bundles
- 28" or longer - 4 or more bundles
- You can add additional bundles if you desire a very heavy look or if you are doing a bang.
- How do I know my order was successfully received? After payment, you will receive a receipt and order confirmation email from us as well as Paypal (if you paid via PayPal). If you do not receive this email there is a chance your order was not successfully submitted or you entered the wrong email address when creating your account. Please contact customer service at 973-762-6222 to resolve this issue.
- I placed an order and the money was taken out of my account, but the status of the order still says awaiting fulfillment, what does this mean? We are in the process of preparing your order. You will receive a tracking number once your order has shipped. Please allow 24-48 hours for tracking information to be sent.
- Do you offer Next Day Shipping? Yes, we do offer next day shipping. Orders need to be in before 11AM EST for Next Day shipping. Orders placed after 11AM will be shipped the following business day for Next Day shipping. Please call us with any questions prior to placing your next day shipment order to avoid confusion.
- Do you Deliver? Yes, we offer local same day delivery. Please call for local deliveries.
- My order shipped but I have not received it yet. What should I do? The first thing you should do is check the tracking number. We ship with USPS. Often customers may miss delivery of their item and will then have to sign for the item at the local post office. Identification and the tracking number will be needed when picking up the item from the post office along with the notice left. PLEASE NOTE UPS.COM AND USPS.COM ARE NOT AFFILIATED. Your USPS tracking # will NOT work on the UPS website.
- I received my tracking number, but the system does not display any information. What should I do? USPS updates their system every 24 hours, if you do not see an update with delivery information within 24-48 hours of receiving your tracking information please contact us. Please keep in mind that USPS is only obligated to provide information when an item is out for delivery and when the package has been signed for.