Online Order FAQ

Can I order over the phone?
All orders are processed through our website; we do not support phone order at this time.

Our online ordering system is available 24hrs for your convenience.

However, we are available normal business hours via phone or email to answer any question/concern you may have.

Hours Of Operation

Monday – Friday (Excluding Holidays)
10:00 am to 5:00 pm EST

Make sure to check out our online ordering FAQ and order processing detail page.

I cannot order, my credit card is declined ?
Please Reference below as the Most Common Reasons why your credit card is getting decline:

  1. Browser Compatibility: Our site is compatible with all browsers except Internet Explorer. Google Chrome is the most compatible browser.
  2. Address Verification: our credit card processing system uses an address verification system which verifies your address you have with your credit card company. Ensure you are inputting only the 5 digit zip code. This happens sometimes, too, especially if you’ve moved and your information changed. Here are some areas to look for — all of which you can update via billing session on your order.

Incorrect expiration date: Review the expiration date on your credit card. If your card expired, add an up-to-date credit card to your account, and assign it to be your primary form of payment.

Incorrect credit card number: Check that the credit card number is correct and up-to-date.

Incorrect billing address and phone number: Does the telephone number and billing address you gave for your credit card including zip code match those that your credit card company has? Everything must match! If different, contact your credit card company to change the address and phone number associated with your card. Ensure to correspond with your Credit Card Company to verify your address correctly.

  1. Different Shipping Address: If your shipping address is different from your billing address. Do NOT click “update your address” and change it to your shipping address, this will decline your card.  Rather, add a new Shipping Address.  Please note that orders going to a different address other than billing will be delayed and will require you to verify your credit card. Please click Shipping Policy for more details.
  2. Your card reached its limit: All cards have limits. Here’s how certain kinds can cause a decline.  

Your credit card limit was reached (insufficient funds): Check your credit limit. You may have reached your daily or total credit card limit on the day we tried to charge your card. If this is the case, ask your credit card company to increase your limit. The charge exceeded the maximum amount allowed for a single charge: Check the maximum amount your card can be charged at a single time. If the declined charge is higher than this amount, try asking your credit card company to increase the limit. You can also enter a new credit card with a higher limit.

Your card reached the maximum number of charges allowed in a period: Check how many times your card can be charged in a given time period. If you’ve reached this amount, you can make a payment with a different form of payment. You can also talk to your bank about increasing this limit or wait until your card can be charged again.

Your card doesn’t accept charges from an online source: Check to see if your card allows online transactions. If it doesn’t, talk to your credit card company about allowing online charges Or, use a different card as your primary form of payment.

  1. International Billing address: Our System will only allow Canadian Credit Card and will decline ALL other International cards.  Please visit International shipping for details regarding International orders.

What does the term “back-order” mean?
This refers to our stock item order that cannot be filled immediately. It is not currently available but the estimated delivery date is set.  You can place the order to be sent at a later date upon it’s arrival.
How long does it take for a back order item to ship?
It depends on the exact back order items availability. In most cases the expected shipping date will be listed as you select that particular item.
What does the term “custom-order” mean?
This refers to our non-stock item. It is not currently available but the estimated delivery date is set.  You can place the order to be sent at a later date upon it’s arrival.


Can I buy the hair in person?
All orders are processed online.  We do not have an open retail store, however, we do have our warehouse.  You can order online and then pick up at our warehouse location.


611 Lofstrand Lane

Rockville, MD 20850

Is there a number I can call to talk to a sales representative?
We handle most customer service questions and comments via e-mail. All questions are usually answered promptly. Please do take a moment to go through our informative Customer Service Center, you may find the answer to most of your question there. You are also welcome to call our phone number 201-589-ONYC(6692) between 10 am to 5 pm EST Monday to Friday (Excluding public holiday). Feel free to leave us a voicemail and we will return your call promptly!