Frequently Asked Questions
HAIRX CUSTOMER CARE
Clear answers for choosing, ordering, wearing and caring for your HaiRx.
Choosing Your Hair
How do I choose the right HaiRx texture?
Begin with the finish you want and the way you plan to install the hair. Consider your natural texture, whether you will wear leave-out or a closure, your preferred amount of volume and how much daily maintenance you want.
For personalized guidance, complete the MatchRx Hair Advisor on the HaiRx homepage. MatchRx recommends a texture based on your natural hair, desired finish and installation goal.
What is the difference between the Indian and Indonesian Collections?
The Indian Collection is selected for natural movement, responsive styling and versatile blending. It includes Natural Straight, Natural Wave, Textured Straight, Soft Curly and Spring Curly.
The Indonesian Collection is selected for a naturally fuller appearance, substantial ends and soft movement. It is available in Straight, Body Wave, Curly and Deep Curly.
How many bundles do I need?
Most installations require two to four bundles depending on the length, desired fullness, head size, styling preference and whether a 4×4 closure is included.
- 12–16 inches: 2–3 bundles
- 18–22 inches: 3 bundles
- 24–30 inches: 3–4 bundles
- Extra-full results: add one additional bundle
Longer bundles contain approximately the same weight distributed across longer strands, so more bundles may be needed for a full finish.
What kind of closures does HaiRx offer?
HaiRx offers matching 4×4 closures. Frontals are not currently offered. A closure creates a finished top area with little or no leave-out, but it does not replace the bundles needed for fullness through the back and sides of the installation.
Can HaiRx hair be professionally colored?
Human hair may be professionally colored, but chemical processing can alter the texture, curl pattern, softness and longevity of the hair. Lightening should be completed by an experienced licensed color professional after a strand test.
HaiRx does not recommend at-home bleaching. Hair that has been colored, bleached, toned or chemically altered is not eligible for exchange.
Can I use heat on HaiRx hair?
Yes, many HaiRx textures can be heat styled. Apply a heat protectant, begin with the lowest effective temperature and avoid repeated high-heat passes. Excessive heat can dry the hair and permanently loosen a wave or curl pattern.
Ordering and Fulfillment
How long does it take to process an order?
Standard orders are generally processed within 3–5 business days. Processing time is separate from shipping time.
Made-to-order products, including certain K-tip, tape-in, clip-in and custom-unit orders, may require additional production time. The applicable timeline will be stated on the product page.
How long does shipping take?
Standard shipping generally takes approximately 2–5 business days after processing. Carrier timelines are estimates and may be affected by weather, holidays, service interruptions, address problems or other circumstances outside HaiRx’s control.
Will I receive tracking information?
Yes. Tracking information is sent to the email address or phone number provided at checkout after the order is prepared for shipment. Tracking activity may take additional time to appear after the label is created.
Can I change or cancel my order?
Contact info@shophairx.com as soon as possible with your order number and requested change. Changes and cancellations are not guaranteed after an order is submitted.
Once processing, production or shipment has begun, the order may no longer be changed or canceled.
What happens if I enter the wrong shipping address?
Customers are responsible for reviewing their shipping information before submitting an order. Contact HaiRx immediately if a correction is needed.
Address changes cannot be guaranteed after processing begins. HaiRx is not responsible for delays or losses caused by an incorrect or incomplete address entered at checkout.
Do processing days include weekends and holidays?
No. Business days are Monday through Friday and exclude recognized holidays.
Exchanges and Product Condition
Does HaiRx accept returns?
For hygiene and product-integrity reasons, HaiRx does not accept traditional returns.
Eligible unopened, unworn, unwashed and unaltered hair may be submitted for exchange within seven calendar days of confirmed delivery. The exchange must be approved before the product is mailed back.
What makes hair ineligible for exchange?
Hair is not eligible if it has been worn, installed, washed, cut, colored, bleached, chemically treated, exposed to odors or otherwise altered from its original condition.
Original packaging, ties, labels and any applicable security seals must remain intact.
What should I do if I received the wrong item or have an order concern?
Email info@shophairx.com promptly with your order number, a clear description of the concern and photographs of the unopened product, packaging, shipping label and any visible issue.
Do not install, wash, color, cut or alter the product while the concern is being reviewed.
Care and Installation
Should I wash the hair before installation?
A professional pre-installation cleanse and condition can help prepare the hair, especially for curly and wavy textures.
Inspect and confirm the texture, length, color and quantity first. Once hair is washed or altered, it is no longer eligible for exchange.
Should I use a professional installer?
Professional installation is strongly recommended. The foundation, placement, tension, cutting, blending and maintenance plan all influence the appearance and wear of the hair.
How long will HaiRx hair last?
There is no single guaranteed lifespan. Longevity depends on the product, installation method, frequency of wear, chemical processing, heat use, home care, detangling and professional maintenance.
Consistent care and realistic styling practices help protect the hair’s condition.
How do I care for curly textures?
Detangle gently in sections, beginning at the ends. Refresh with water and a lightweight leave-in product. Avoid aggressively brushing dry curls.
Cleanse and condition as needed, reshape the curl pattern while damp and allow the hair to air-dry whenever practical.
Custom and Professional Orders
Does HaiRx offer custom units?
Select HaiRxPiece units are available as made-to-order options. Custom construction carries a $200 custom-making fee and generally requires a two-week production period.
Because custom products are made according to the customer’s selections, they are final sale unless HaiRx confirms an order error or qualifying product concern.
Does HaiRx work with professional stylists?
Yes. HaiRx supports licensed beauty professionals who need texture guidance, client-order assistance or information about professional purchasing opportunities.
Still need help?
Email info@shophairx.com or use the Contact HaiRx form. Include your order number when contacting us about an existing purchase. Please allow 1–2 business days for a response.