We completely understand how disappointing it must be to receive a product with issues – whether it’s incorrect weight, missing accessories, or other problems – especially when you’ve been eagerly anticipating your order. If you’ve encountered this situation, please follow these step-by-step solutions.
Step 1: Verify Your Order Details
First, carefully check your original order to confirm what you were supposed to receive.
- Log in to your Amazon account
- Go to “Your Orders”
- Locate the specific order and verify Product type/Color/Size/Quantity
Important Notes About Product Specifications:
1. Weight Variations by Size:
Our products have standard weight measurements that vary by size:
- Clip-in Hair Extensions:
- 12inch: 85g
- 14inch: 105g
- 16-22inch: 120g
- 24inch: 135g (some colors may 120g)
- Wire Hair Extensions:
- 12-14inch: 70g
- 16-18inch: 80g
- 20inch: 95g
- Tape-in Hair Extensions:
- 10-12inch: 30g
- 14inch: 40g
- 16-24inch: 50g
- Weft Hair Extensions:
- 14inch: 80g
- 16-24inch: 100g
If you suspect a weight discrepancy, first confirm you’ve checked the correct size from your order.
2. Included Accessories:
- Wire Hair Extensions: Include 5 replacement fishing line and 2 replacement clips
- Tape-in Hair Extensions: Include replacement tapes
- Important Note: Itip Hair Extensions and Nano Hair Extensions do NOT include beads – these must be purchased separately for installation
Step 2: Request a Resolution
If you confirm there’s an issue with your product, here are your options:
Option 1: Self-Service Return/Exchange
- Go to “Your Orders” on Amazon
- Find the order and click “Return or Replace Items”
- Select your preferred resolution:
- “Replace” for a correct product
- “Refund” to get your money back
- Follow the instructions to print a return label
Option 2: Contact Amazon Customer Service
- Visit Amazon’s Help Center
- Select:
- “An order I placed” → “Item defective or not as described”
- Provide:
- Your order number
- Detailed description of the issue
- Photos if possible (especially for weight discrepancies)
Option 3: Contact Our Support Team
If Amazon’s resolution isn’t satisfactory:
- Email us with:
- Your order number
- Photos of the issue
- Screenshots of previous Amazon support communications
- We’ll work directly with Amazon to resolve your case
Step 3: Returning the Item
- For refunds: Return within 30 days
- For exchanges: You must return the original item first
Preventing Future Issues
- Double-check product details before ordering
- Review recent customer feedback
- Contact us if you need clarification about products
We sincerely apologize for any inconvenience and appreciate your understanding. Our team is committed to ensuring your complete satisfaction with our products.