Customer Satisfaction
We are dedicated to customer satisfaction. Please feel free to call our support line with any question or concern you may have. The following are general guidelines to our policies.
Inventory
Although most items are inventoried at our North York location, many items are inventoried in various warehouses off site. If you would like to pick up your order or drop by to purchase, please call ahead to confirm we have your product in stock or to arrange for a pick-up date.
Back Orders
Items are considered back-ordered if they cannot be shipped within 7 days of the receipt of your order. In the case of a back-order, you will be notified by email with an expected ship date.
Billing Policies
Orders will be billed as they are received with the following exceptions:
- Back-ordered items will be billed once they are received in our offices and scheduled for shipment.
- Custom hair system orders will be billed 50% of the total invoice amount when the order is received, and the remaining 50% when they are scheduled for shipment from our offices.
- All stock orders will be billed the full amount on receipt of your order, including any additional fees for the customizing of stock systems.
Shipping Policies
FREE SHIPPING ON ALL ORDERS SHIPPED WITHIN CANADA ON ORDERS OVER $100
All orders will be shipped as soon as possible from our North York offices. In some cases, Orders to the USA may be drop-shipped from our USA suppliers, saving both time and money. You will be notified when this service is available.
DHR cannot guarantee exact ship dates unless it is guaranteed by the shipping company, as in the case of UPS. Shipping times quoted during checkout for Post Office shipping methods are estimates and may not always be exactly as quoted. DHR is not responsible for shipping delays out of it's control, such as customs issues, Post Office delays, etc.
Orders will be shipped within 1 - 3 business days of the receipt of order when possible.
Although we cannot be held responsible for any damage to any products by the shipping companies, we will do our best to rectify and replace any product damaged by the shipper. The return of damaged product may be required in some cases for verification. This will be requested at our discretion.
Guarantee Policies
Manufacturer's Product Guarantees: All products are guaranteed by us in accordance with manufacturers guarantees, except for money - back guarantees. If you have an issue with any product, please contact us for instructions.
Money Back Guarantees: Money Back guarantees offered by manufacturers may not always be extended to us as a distributor. Please see the individual product page for money back guarantee information. If no money back guarantee information appears on a product page, then none is offered to us by the manufacturer.
Hair System Guarantees
All Custom Hair Systems are guaranteed made to order. If there is a mistake in your order, DHR agrees to repair or remake the order when it cannot be altered or repaired to conform to the order. Custom orders are non-cancellable and non-refundable.
The delivery time of custom hair systems cannot be guaranteed. Generally speaking, delivery of custom hair systems takes about 8 weeks from the time we receive your final order details. However, this is a guideline only and delivery may be sooner or later then 8 weeks. Stock hair systems generally take 1 to 2 weeks to deliver.
Stock hair systems are guaranteed to be made in accordance with the stated specifications. Stock hair systems may be returned for credit or refund minus a 20% restocking fee provided they are returned within 21 days of receipt and unaltered in any way.
Stock Hair Systems that are altered or customized for the individual cannot be returned, unless there is some error on our part.
Other Product Guarantees
All other product sales are final unless otherwise noted on the product page.
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