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Customer Service » FAQ’s


Shipping

1. Has my item shipped?
2. Where is my tracking number?
3. How much is shipping? Will you ship international?
4. How long does shipping take? Do you have overnight?
5. I provided the wrong shipping address
6. Do I have to purchase insurance if I am located outside the US?
7. My tracking number is not updating and my items are not delivered

Payments

1. I never received a payment confirmation from you guys
2. I do not have a PayPal account, can I use my debit/credit card?
3. Do you offer other forms of payment?
4. I sent a Paypal “echeck”, how does that work?

General

1. Are you products Authentic?
2. The item I want is out of stock, when is your next shipment?
3. Do you guys have other colors besides the ones listed?
4. I am local and want to pick up. How can I do this?
5. I cant decide on what style I like. Can you help me?
6. How many packs of hair do I need for my head?
7. How much hair is in a pack?
8. If I buy a wave style, can I wear it straight also?
9. I made a mistake with my order. What should I do?
10. I dont know what color hair I need?
11. What is Remy?

Returns & Exchanges

1. How do I return a product?
2. How do I exchange a product?
3. I received the incorrect order. What should I do?

Shipping


1. Has my item shipped?

All orders are usually shipped the same day or the next business day at the latest! We do not ship on Saturdays or Sundays, so if you order over the weekend, your package will not ship until the following Monday. Also, if you order after 11am Friday, your order will not ship until Monday.

Due to the overload of emails, we ask that our customers wait at least 48 hours before sending us emails relating to shipments.

2. Where is my tracking number?

Due to the overload of emails, we ask that our customers wait at least 48 hours before contacting us for tracking numbers. Please first check your email as well as your Paypal account as tracking numbers are posted there first.

Tracking numbers are given out automatically when packages are processed. Tracking numbers are sent to your Paypal email address as well as posted in your Paypal account. You may also login to your Paypal account to get your tracking number if you have lost/deleted the email. Emails are sent by Paypal, so please be on the lookout. You will not receive an email from MyRemy directly.

3. How much is shipping? Will you ship international?

Please visit our Shipping & Handling page for detailed information on our shipping method and rates. If you would like a faster method than the ones listed, please email us and we will be glad to help you out.

4. How long does shipping take? Do you offer overnight?

All items are shipped either same day or next day (depending on when you purchase). After the item is shipped, transit time takes anywhere from 1-6 days within the United States. If you are closer to the East Coast, then more likely 1-3 days.

We offer overnight shipping at an additional cost. Prices vary depending on how many packs you buy and where you are located. Please visit our Shipping and Handling page or contact us for more information.

5. I provided the wrong shipping address

Due to our policy as well as Paypal policy, we cannot change addresses once they are submitted to us. If you need to change your shipping address, please email us immediately

6. Do I have to purchase insurance if I am located outside the US?

Yes, insurance on all international packages is mandatory. Due to the higher possibility of lost or damaged packages on international shipments, insurance is required to ensure that customers receive their package(s) or are compensated if a package is lost.

7. My tracking number is not updating and my items are not delivered

Please contact USPS directly and ask to talk to a live representative. Unfortunately, MyRemy has no further information on packages after they leave our facility other than what the tracking number states. Tracking numbers are  updated regularly by USPS but sometimes take over 48 hours to show a new status.

Please be advised, transit times listed by USPS are just averages, and some cases will take longer than usual. The transit times listed are for business days only and exclude weekends and holidays.

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Payments

1. I never received a payment confirmation from you guys

After you make a payment, you will receive a confirmation receipt from Paypal. This is your confirmation from both Paypal as well as MyRemy. We will not send out another confirmation or receipt.

2. I do not have a PayPal account, can I use my debit/credit card?

If you do not have a PayPal account, we have an option to checkout as a guest using your debit or credit card. To checkout as a guest:

1) Put items you would like to purchase in your cart
2) After viewing your cart, click “checkout with Paypal” at the bottom of the page
3. You will be redirected to Paypal’s website, where it will ask you to login to your Paypal account.
4. You will find an option on that same page to checkout using a debit/credit card as a guest
5. Fill out the necessary information and make sure you enter your correct BILLING Address first.
6. If your shipping address is different from your billing address, you will have an option to change it in the next step.

3. Do you offer other forms of payment?

At this time we only offer payments made with Paypal. For your security, as well as ours, we believe it is best to complete transactions through a tried and trusted online processing company. As our website grows, we will potentially add other methods of payment.

However, if you do not have a Paypal account, you may still check out as a guest with a credit/debit card through Paypal (see above).

4. I sent a Paypal “echeck”, how does that work?

Paypal echecks are another form of Paypal payment. Echecks take up to 7 days to clear, and until the check clears, items will not be shipped. Once the check clears, Paypal will send you an email confirming the payment. Your package will be shipped either the same day or next day after the check clears. Please note: MyRemy will not ship e-check orders until the check clears.

To avoid waiting for these checks to clear, we recommend paying with your debit/credit card or bank account, which are instant transactions.

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General

1. Are you products Authentic?

YES! Our hair is 100% Authentic NAME BRAND HAIR. We do not sell or promote replicas or knockoffs. We offer a 200% Money back guarantee if our hair is found to be fraudulent. Feel free to call the manufacturer of any hair we sell to confirm that MyRemy is an authorized dealer.

2. The item I want is out of stock, when is your next shipment?

Shipments arrive randomly and depend largely on the hair manufacturer. We normally get a new shipment of hair once every few weeks. Unfortunately, we cannot give out exact shipment dates as that information is unavailable.

Whenever we receive a large shipment, emails are always sent out to our members and subscribers to notify them of the new inventory. Please subscribe to our site to receive this notification.

3. Do you guys have other colors besides the ones listed?

If you need a color that is not listed on our site, please contact us so we can try to work something out! Mixed and special colors are, however, very limited in quantity.

4. I am local and want to pick up. How can I do this?

Unfortunately, we do not offer local pickup. However, shipping within Georgia is fairly fast and will normally only take 1-2 days.

5. I cant decide on what style I like. Can you help me?

We will try our best to provide you with every fact and detail to help you choose what type of hair suits you the best. Drop us an email if you would like additional pictures of a certain style and we will gladly take and post them. Additionally, please take a look at customer reviews and pictures all around the web!

6. How many packs of hair do I need for my head?

This is very subjective and will differ for each person. Usually, two packs will be more than enough for a full head. More can be used to meet your needs of getting a fuller look. Remember that as the tracks get longer (16″,18″,20″,etc) the tracks do become thinner, so please buy accordingly. Two packs of shorter hair will look fuller than two packs of longer hair.

7. How much hair is in a pack?

Each pack of hair contains about 4oz of hair.

8. If I buy a wave style, can I wear it straight also?

All remy wave styles can be flat ironed straight to achieve a straight hair look. By applying water to the hair, the waves/curls will come back (waves/curls are subject to be looser then before). *It is not recommended to flat iron wave styles unless specifically stated, and MYREMY is not responsible for any damage that might occur.

9. I made a mistake with my order. What should I do?

Transactions can be cancelled/changed if the order has not been processed. It is crucial you are 100% positive you have what you need before checking out. If you find out you purchased the wrong hair, please contact us IMMEDIATELY so we can straighten it out. Please note: If a tracking number has been assigned, orders cannot be cancelled. Please visit our Returns & Exchange page for more details.

10. I dont know what color hair I need?

For reference this is a simple guide- but please be aware that same colors will vary between different brands.

 

1- Jet Black
1b – Off Black
2 – Dark Brown
4 – Medium Brown
27 – Honey Blonde
30 – Light Brown
33- Dark Auburn
350 – Light Auburn (Do not carry)
530 – Dark Red (Do not carry)
99j – Dark Maroon (Do not carry)
613 – Platinum White (Do not carry)

1b/27 – Black/Blonde Mix
1b/30 – Black/Brown Mix
1b/33 – Black/Auburn Mix
4/27 – Brown/Blonde Mix
4/30 – Brown/Brown Mix
4/33 – Brown/Auburn Mix

11. What is Remy?

Remy hair is the highest quality hair you can buy. It will last longer than regular human hair and will keep its quality over a length of time. Human hair is qualified as “Remy” when each track is made so that every cuticle faces the same direction.

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Returns & Exchanges

1. How do I return a product?

Please visit our Returns & Exchanges page for detailed information on this subject.

2. How do I exchange a product?

Similar to our return policy, please visit our Returns & Exchanges page for more information. To make a change to an order that has not been processed, please email us immediately.

3. I received the incorrect order. What should I do?

If there was a mistake in your order, please contact us via email and we will sort it out immediately. We will rectify any mistake we made with no questions asked. We will never leave a customer with something he/she did not order.

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