Policies at Jackie's Hair New York

Please read this information carefully as it contains important details about our policy that may apply to you. Please, contact us immediately at 1-332-203-2260 with any discrepancy or questions.

At Jackie’s Hair New York, customer satisfaction is our priority. We stand behind the quality of our products. We believe we can work together with our clients to make every purchase a positive experience. Our hair is carefully hand inspected by our fulfillment department before leaving our location. Due to the nature of our product, and because each individual piece comes from a separate donor, we cannot guarantee hair color or texture.

All terms of payment are always 100% upfront. Your credit card will be charged when you place the order. We have zero tolerance for credit card fraud and theft of our merchandise. Any fraudulent purchases will be prosecuted to the fullest extent of the law. Please read the following terms to understand our policies in full.

Hair Texture Disclaimer:

Virgin human hair is distinct; no two heads of hair are exactly alike. Refer to our pictures for a representation of available textures. You may notice variations between the pictures and actual hair you receive. This is to be expected. Some hair may be more coarse or sleek, looser or tighter curls, etc. Human hair varies in texture/wave pattern.

Hair Color Disclaimer:

We sell only unprocessed virgin hair and it comes in natural shades of 1B (Off Black/Natural Dark Brown), 613 (Bleach Blonde), and 60 (Platinum Blonde). The hair takes and holds permanent, semi-permanent, lifts, and cellophane beautifully. We suggest that only a licensed professional perform any chemical changes to your hair.  Risk of damage increases when coloring the hair. Damage may include tangling, matting, shedding, dryness and breakage. If damage or an error occurs due to a chemical service, Jackie’s Hair New York and its entities are not liable or held accountable.

Chemical changes to the hair may affect the original texture of the hair. We are not responsible for the product after it has been altered from its original state. Refunds and/or exchanges WILL NOT be issued for dissatisfaction with texture or color!


The price on the website at the time of check out is the only price that can and will be honored. Once an order has been placed, you can’t redeem the sale price of any sales announced after your order was placed. Coupon codes cannot be applied to any pending, existing, or shipped orders. Once the order is shipped, you cannot apply a bundle deal pricing to get more bundles. All prices are subject to change.

Sales/Discounts Codes/Coupons:

In the case a customer is granted a personal discount code (separate from sale codes), the code can only be used on regularly priced items. You cannot apply discount codes to the sale items.


Payment Terms:

You must be 18 or older to order. We accept all major credit cards through the merchant PayPal service. As soon as you place an order online your credit card/debit card will be charged.

Credit card fraud and/or theft of our merchandise will not be tolerated. Fraudulent purchases will be prosecuted to the fullest extent of the law. If your billing and shipping addresses are not the same, we will need to verify the validity of your credit card or PayPal account before your shipment is released. This process may delay the shipping of your order.

Once an order is shipped, we will not take cancellations of orders for refund. Any changes to a pending order will not be accepted and another order will need to be created. If the item has not shipped, we will try to combine the products into one shipment. No refunds or exchanges are accepted on custom made wigs.

Online Store Policy:

Any order over $500.00 USD may require the customer to submit a government issued photo ID or valid license per Jackie’s Hair New York's request as an order exceeding that amount is seen as excessive. 

Order Processing:

We do not operate on weekends. Orders placed Friday, Saturday, or Sunday, will be processed the following Monday morning, unless it is a holiday.


Product Availability:

Out of stock merchandise will be shown as “sold out” or “unavailable” on the website and you will not be able to purchase that product. You can send us an e-mail stating which item(s) you want and your contact information. Once the product becomes available, we will send you a notification by email. We will not hold product for clients. Prices, specifications, and availability of products are subject to change without notice.



Shipping Information:

We have a standard 24-48 hour processing time prior to the shipment of all orders. This processing timeframe is subject to change due to sales or holidays. 

Please review our shipping methods to receive an estimated timeframe of the delivery of your package.

No Shipment Will Take Place on Weekends or Holidays

International Orders:

International Orders are only available to Canada and Mexico and a flat rate shipping fee of $45 will be added to every order. There is a possible Customs fee that can be requested by the postal service upon delivery/receipt of the package. Jackie’s Hair New York is not at liberty to calculate or charge customer as we have no control over the fees required outside of regular shipping fees. Customer is responsible for additional shipping charges.  NO REFUNDS WILL BE ISSUED FOR REFUSED, ABANDONED OR DISPOSED PACKAGES!

Order Processing:

Incorrect billing information and/or shipping to an address other than the billing address may cause shipping delays, as information must be verified. Jackie’s Hair New York has the right to decline an order and issue a refund at our sole option. Confirmation of billing may be required, and customer can/will be contacted via phone and email to complete.

Tracking Information:

You will receive an email with a tracking number once your items have been shipped. If you do not receive a tracking number within 48 hours of placing your order, call Jackie’s Hair New York at 1-332-203-2260. Please, have your order number prepared when you call.

We do not ship on weekends, holidays, and in the occurrence of a natural disaster.


If a backorder occurs on your item(s); you will be placed on a priority waitlist. We will immediately ship item(s) upon arrival. To add, we will contact you by phone or email with the estimated arrival date. If we are unable to ship the backordered item(s) in a reasonable length of time of 7 to 10 business days, we will contact you immediately and offer you an option of a full payment refund.

Cancellation and Modification Policy:

Orders can be changed or modified but never cancelled for “full refund”. We DO NOT OFFER REFUNDS, due to the nature of the product. Once the order has been placed, we will only make modifications to the order. Please, refer to Return and Exchange Policy.

Shipping Timeframes:

Processing time is 3-5 business days prior to the shipment of all orders. Orders are not shipped on weekends or holiday. This is subject to change due to sales or holidays. Full lace wigs are handmade and require up to 25 business days to ship.


Please review our shipping policy to receive an estimated timeframe of the delivery of your package.

If a shipment is returned to us the customer will be responsible for any additional cost related to reshipment. 

Delivery Confirmation:

Jackie’s Hair New York requires a signature upon delivery of ALL shipments.

Shipping Delays:

All USPS shipments will require a signature. Orders should be placed well in advance of any hair appointment or other engagement to ensure delivery. For your convenience please do not wait until the last minute to place your order. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust USPS to deliver your package on time. If your package is delayed, we will not offer a reimbursement of shipping charges.


Failed Deliveries/ Refused Shipments/ Incorrect Shipping Address:

Please be sure to check the address information on your order for accurateness and completeness. Make sure you have included ALL the information needed to deliver your package (Address, Apt Number, Etc.). Your order will be shipped via USPS to the address you provide. If an address correction needs to be made after your shipment has been sent you will be assessed the fee USPS charges us to make the correction or to reship the product. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.


If a shipment is returned to us due to an incorrect address you will be responsible for additional shipping charges. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS!


Lost Shipments:

If you have tracked your package via USPS.com and there is a discrepancy in delivery information or it has been lost in transit, please call us immediately at 1-332-203-2260. We will need to initiate a trace/investigation for your package. This investigation can take up to 7-10 business days. It is never guaranteed that the carrier will be able to locate/retrieve your package.


Due to Federal Health Regulations, returns can only be made on unused, unaltered hair. All returns are processed within 1-3 business days upon arrival to our office.


All hair has been thoroughly inspected to ensure it is free of imperfections. If you receive an item that is damaged or defective, please call customer service at 1-332-203-2260 within 3 days of the receipt date. No refunds or exchanges are accepted on custom made wigs.

If the hair received does not meet our standards, we will gladly exchange it and begin the exchange process per our cost.

We will inspect all returns to ensure the product is in its original condition. No in-store credit or refund will be given if product has been unraveled, washed, brushed, combed, cut, used or manipulated in any manner from its original state.


Jackie’s Hair New York, at its sole discretion, may exchange or return products under the following conditions:

  • Requests must be made within 3 business days of receipt of product(s).

  • Any exchange or return requested after 3 business days of receiving the product will not be honored.

  • We will not accept any merchandise which has been used or altered (unraveled, washed, brushed, combed or cut) in any way.

  • According to the Federal law you cannot return human hair products that have been used due to hygienic reasons. Please return the item in the original and resalable condition as a necessary health precaution.

  • In order to process an exchange, the product would need to be sent back at your expense. When requesting an exchange, a Jackie’s Hair New York representative will send a return label to you via your email address. This label should be printed and placed onto your package to ensure your package is insured during its route back to our offices. We suggest sending through a carrier that provides tracking information and delivery confirmation since we are not responsible for lost packages. Once your product has been received it will be examined thoroughly. If the product has been returned unused in its original condition, we will exchange the product for something of equal or greater value per your selection or issue a refund.

  • Exchanges are limited to two exchanges per order.

  • Customer is responsible for the reshipment cost as that is a separate service that has already been used.

  • For any exchange that permits a difference (less than original), the customer will be issued a store credit or refund for the difference.

  • No refunds or exchanges are accepted on custom made wigs.


Return and Exchange Procedure:

Call customer service for returns or exchanges at 1-332-203-2260. Please have your order number ready prior to calling customer service.

When you receive your item(s), open the box and visually examine the product to verify if you have received the desired texture and lengths you ordered. Gently remove the hair to inspect. At this time, you can determine if the products you have received are damaged, defective, or different from what you ordered. No refunds or exchanges are accepted on custom made wigs.


At Jackie’s Hair New York, we maintain a very high level of quality assurance by taking every bundle of hair through a vigorous process to make sure you are receiving the best quality product possible. All orders are thoroughly inspected before shipping. It is our primary focus to make sure you are completely satisfied.


Please, contact us immediately at 1-332-203-2260 with any discrepancy or questions.


Please refer to the Hair Care & Tips page for a full list of instructions on maintaining the hair. Always wash and condition hair prior to use. Wash in warm water. When washing your hair, do not massage or twist the hair. Apply a generous amount of conditioner. After washing, allow to air dry. Do not roll or rub hair into a towel. Washing will prevent the item from being returned or exchanged.


The general rule of thumb for styles under 18”, is to use 3 bundles for a full looking wig, depending on desired fullness. For styles 18’’ and longer, 3 -4 bundles are needed for a full looking wig.

Policy Changes:

Jackie’s Hair New York reserves the right at our discretion to make changes to prices, policies and procedures. Please check this page periodically for changes.

Trademarks, Copyrights, and Other Rights:

Jackie’s Hair New York, does not accept liability beyond the remedies set forth herein, including any liability for products not being available for, or the provision of services and support. Jackie’s Hair New York will not be liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. This limitation of liability applies both to products and services. Customer agrees that for any liability related to the purchase of products and/or services, Jackie’s Hair New York is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of products under this agreement.

Images of people or places displayed on the Jackie’s Hair New York site are either the property of, or used with permission by, Jackie’s Hair New York, use of these images by you or other third parties is prohibited unless expressly permitted in the Terms of Use or elsewhere on the Jackie’s Hair New York site. Any unauthorized use of these images may violate copyright laws, trademark laws, the laws of privacy and publicity, and other applicable regulations and statutes. Any product, service, program or technology described in any document published by Jackie’s Hair New York, on this site may be the subject of other intellectual property rights owned by Jackie’s Hair New York reserves any such right that is not expressed licensed hereunder.


Except for your personal information, any communication or material you send to the Jackie’s Hair New York site, electronically or otherwise, including but not limited to data, questions, comments, suggestions, or submissions is and will be treated as non-confidential and non-proprietary. Anything you send to the Jackie’s Hair New York may be used by Jackie’s Hair New York, for any purpose including but not limited to modification, reproduction, transmission, disclosure, publication, broadcast, and posting. By submitting material to Jackie’s Hair New York, you irrevocably transfer and assign to Jackie’s Hair New York, and forever waive and agree never to assert, any copyrights, “moral” rights, rights of publicity or to privacy, or other intellectual-property or proprietary rights that you may have in such material. Jackie’s Hair New York is free to use, without obligation of any kind, any ideas, concepts, techniques, or know-how contained in any communication you send to the Jackie’s Hair New York site for any purpose whatsoever, including but not limited to developing, manufacturing, and marketing products and services.


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