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Shipping

We ship fast! All orders placed before 2pm PST Mon-Fri ship the same day from our headquarters in Walnut Creek, California.

FREE SHIPPING

We offer free worldwide shipping on orders of $350 or more. Free shipping, and other expedited shipping methods will be shown at checkout.

VIP MEMBERS

VIP Members receive free shipping on orders $100 & up in the domestic United States. International VIP Members get $15 shipping to Canada, $25 everywhere else. Become a VIP >

MORE SHIPPING INFO

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SPEAK TO A HUMAN (888) 290-4771
We’re here: M-F 9AM-5:00PM PST
TEXT US (925) 233-2408
EMAIL US Send us an email
EXCHANGES OR RETURNS?
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RETURNS & EXCHANGES

Support at every level. Shop with confidence.

RETURNS & EXCHANGES

With over 10 years in the hair industry, your experience is our top priority. We’re here to help.

We’ve set our bar high so you can look good and feel great. That’s why we pre-wash and triple quality inspect each and every item that leaves our warehouse in California. We’re confident in our products, and we’re pleased to offer an industry-first return policy unlike any other company in the event you are not completely satisfied with your purchase.

RETURN POLICY

You may wash, condition, brush, and heat style your extensions while in the security zip ties and/or before the lace is cut or trimmed. If for any reason you aren’t satisfied, send the hair back within 14 days of receiving the product for an exchange (no restocking fee) or refund (15% restocking fee). VIP and VIPro Members have 30 days and a 5% restocking fee. It’s that simple. Shipping charges are not reimbursed. Refunds will be issued in the same payment form as tendered at the time of purchase. Once the hair is used we are very limited if a problem arises.

Exchanges & Store Credit:

We will pay the shipping costs to mail the newly exchanged product(s) from our facility as a one-time courtesy (Domestic U.S. only). All international customers must ship items back at their own expense.

Custom Orders:

A 35% restocking fee will apply for any returned and/or canceled custom orders (Non-VIP, VIP, and VIPro Members). If you would like to exchange your custom order for an in-stock item, no restocking fee will apply.

Non-VIP Members VIP Members
Return Period 14 Days 30 Days
Restocking Fee 15% 5%
Pre-Paid Labels No Yes
Exchanges Yes Yes

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Need to Return or Exchange?

* Refunds or Exchanges that do not have a RMA created within the return window will not be permitted. Please allow 72 hours upon receipt for your returned item(s) to be inspected. Refunds will take anywhere between 7-10 business days to be processed.

FREQUENTLY ASKED QUESTIONS

Yes. In the rare occurrence of a problem with a product that cannot be resolved through routine maintenance, we want to take every effort to resolve your situation. Refunds are not permitted. However, we will take every effort to address any genuine quality issues with the steps below:

You must contact us within 30 days of receiving your order.
    1. Depending on the situation, we may ask you to submit photos of your problem.
    2. Since most problems can be resolved with a maintenance regimen, we may offer suggestions for product(s) which may help resolve your problem.
    3. If the problem cannot be resolved through maintenance, the hair must be sent back to us and received before we can take further action.

    In order for us to determine if your purchase warrants replacement, the entire purchased amount of hair must be completely removed and mailed back to our corporate offices in California at your own expense. Upon receipt and inspection of the product, Perfect Locks will bear the cost to send out a product replacement if a replacement is warranted. If no problem is evident, we will send the item(s) in question back to the customer without an exchange of product.

  • Yes. You must send the product back at your own expense. We recommend you use a shipping provider with tracking information. Perfect Locks will not be held responsible for lost packages.

    No. Shipping and handling fees are non-refundable.

    Merchandise must be physically received and inspected before a return can be granted. Please allow 72 hours upon receipt for your refund to be inspected. Refunds will take anywhere between 7-10 business days to be processed. Please contact your bank or credit card prior to contacting us.

    Some customers need assistance finding their match. Our Customer Success Team is here to assist with personalized consultations. We can analyze your texture, color, length, and volume, to give you recommendations on which hair will help you achieve your desired look. We'll even send you pictures of the exact hair we have in mind, so you can love the texture and color before we ship it out to you! We're passionate about finding you the perfect match!

    You may contact us at sales@perfectlocks.com or 1.888.290.4771 or through Live Chat during normal business ours. Our support team is available 24/7

    We charge a nominal 15% restocking fee. VIP Members and VIPro Members are charged a 5% restocking fee.

    We will not honor refunds after 14 days unless you are a VIP Members or VIPro Member..

    No problem, we can issue a store credit for you which you can use on your next purchase.

    From the day your order is delivered.

    LIKE DETAILS?

    So do we! When placing your order, be as specific as possible. We hand-pick each and every order. Since our hair is purely natural, there can be slight variations in curl patterns and/or color. Tell us what you're looking for!

    Examples of good notes:

    TERMS & CONDITIONS

    Membership

    • Membership is available to all qualifying individuals 16 years of age and over. For partner stylist you need to be approved as a licensed cosmetologist before becoming a VIP Pro member
    • Perfect Locks reserves the right to refuse membership to any applicant and membership may be terminated at Perfect Locks discretion and without cause.
    • Membership is subject to any and all rules adopted by including our online, showroom terms and conditions and by all applicable laws
    • Members cannot add on any other promotion to discounts received from the membership program (sales, coupon codes)
    • Members cannot use their VIP discount on products that are already discounted such as bundle deals, clearance items
    • Members are subject to the same return policy applicable for all Perfect Locks customers for products purchased. The terms can be found on the website
    • Membership is approved once the membership fee is paid in full and settled by the financial institution
    • Free Shipping is applied to each order greater than $100

    Membership Fees

    • Membership fee is for one 12-month period from the date of enrollment of the Primary member
    • The program is intended for individual use only, our membership is valid for the primary member only and is not transferable

    Membership Renewal and Cancellation

    • Your membership will be automatically renewed for yearly subscription and your payment method will automatically be charged at the then-current subscription rate until you cancel your subscription renewal. Member will need to call Perfect locks customer support to cancel subscription auto renewal
    • Membership fee is non-refundable and cannot be cancelled once processed
    • Membership changes can take place from VIP to VIP Pro provided the member qualifies as a stylist and pays the amount difference between the two programs. The annual membership becomes active after the date of switch.

    Fraud Protection

    As part of our order processing procedures, we may screen received orders for fraud or other types of unauthorized or illegal activity. We reserve the right to refuse to process an order due to suspected fraud or unauthorized or illegal activity. If we suspect fraudulent, unauthorized or illegal activity, we may reject your order or we may contact you at the phone number or email address you provided to confirm your order. We also reserve the right to cancel any accounts or refuse to ship to certain addresses due to suspected fraud or unauthorized or illegal activity. We take these measures to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity

    General Disclaimers

    • Perfect locks reserves the right to make changes to the member program as it seem necessary at anytime of the membership
    • Product prices and availability are subject to change without notice
    • Member recognizes that the Perfect Locks Brand and Trademark are the valuable property of Perfect Locks alone.will do nothing, actively or passively, to devalue the brand. Examples of such devaluing include but are not limited to; using Trademark on products not supplied or authorized by Perfect Locks, using Trademark on unauthorized besides Perfect Locks’s websites, using Trademark at tradeshows without preapproval from Perfect Locks, using Perfect Locks’s images and professional photographs for use promotion other than Perfect Locks’s products. Damages will be due for breach of her clause in the amount needed to restore the value lost.
    • The Agreement shall be governed by the laws of the State of California.