FAQ
1. General Customer Service & Contact
Q: How can I contact customer support?
A: You can reach us via email support@myhairsmart.com for ALL customer service and order-related support. If you prefer customer service via text, you can text us at 972-309-9915 during business hours to chat with a live customer service agent.
Q: What are your business hours for customer service?
A: Monday to Friday, 9 AM EST to 6 PM EST.
Q: What are your customer service response times?
A: We aim to respond within 2 hours during business hours. Inquiries outside business hours will be answered by the next business day.
Q: How do you handle closing a support enquiry?
A: Once we provide a solution, if we don’t hear back within 48 hours, we assume the issue is resolved. You can always open a new query by emailing support@myhairsmart.com or texting 972-309-9915.
2. Order & Shipping Questions
Q: How can I track my order?
A: Once your order is shipped, you’ll receive automatic order related notifications via email from info@myhairsmart.com or via text (if opted in). Check your email spam folder if you don’t see it.
Q: I received my order, but an item is missing. What should I do?
A: Email support@myhairsmart.com with your order number and a photo of the package contents. We’ll ship the missing item immediately.
Q: Can I change my shipping address after placing the order?
A: Yes, but only if the order hasn’t shipped. Email us immediately at support@myhairsmart.com with your order number and updated address.
Q: How long does delivery take?
A: Orders ship within 36 hours of being placed. Standard delivery takes 2–5 business days. Expedited shipping is available at checkout. Both Lead times and delivery times tend to be a little longer during the holiday season between thanksgiving and new year.
Q: My package says delivered, but I haven’t received it.
A: Check your mailbox, building manager, or neighbors. If still missing, contact us and we’ll investigate with the courier.
Q: Do you ship internationally?
A: Yes. We ship worldwide. Simply place an order from our website.
3. Returns & Exchanges
Q: What is your return policy?
A: All sales are in full and final unless items are damaged or defective. Laser caps purchased directly from our website include a 6-month money-back guarantee Click here for details on the return policy.
Q: My product arrived damaged or defective—what now?
A: Email support@myhairsmart.com with your order number and a photo. We’ll provide a replacement or solution quickly.
4. Subscription Management
Q: How do I cancel, pause, or edit my subscription?
A: Log in to your account dashboard to make any changes. Click here to view detailed instructions
Q: I canceled my subscription but still received an order. Why?
A: It’s likely the order was already processed before the cancellation was completed.
Q: Can I change my subscription frequency or products?
A: Yes. You can do this from your account dashboard. Click here to view detailed instructions
5. Product Usage & Information
Q: Where can I find instructions for using the product?
A: Product labels include directions. For detailed guides, visit product pages or download usage PDFs on our website.
Q. Do you have a video on how to use the laser cap?
Yes, it’s on our laser cap product pages, but here it is for your quick reference
Q: Where can I find product ingredients and information?
A: Each product page on our website includes full details, ingredients, and how-to-use videos.
6. Laser Cap & Battery Support
Q: What is the warranty on my laser cap?
A: 3 years for the cap, 1 year for the battery. Misuse or physical damage not covered.
Q: My cap isn’t working—what should I do?
A: First, review the troubleshooting guide and our how-to-use video. If still unresolved, email support@myhairsmart.com to open a ticket. We diagnose within 24–48 hours. If under warranty, we’ll provide a repair or replacement; otherwise, we’ll share resolution options.
Q: How do I order a replacement battery, charger, or hat?
A: Visit our website and search "replacement" in the top right corner to find the correct part based on product description and image.
7. Payment & Billing
Q: What payment methods do you accept?
A: We accept all major credit cards, PayPal, Apple Pay, Google Pay, and ShopPay.
Q: My payment didn’t go through. What can I do?
A: Double-check payment details, try another method, or contact your bank. Still having issues? Reach out to our team.
8. Discounts, Promos & Referrals
Q: How do I apply a promo code?
A: Enter the code at checkout in the “discount code” field.
Q: Can I stack promo codes?
A: Only one discount code per order. All our discount codes are set to combine with Free Shipping over $70.
Q: How does the referral program work?
A: Refer friends with your link. They get a discount, and you earn rewards. Click Here
9. Ambassador Support
Q: Who do I contact as an Ambassador?
A: Email ambassador@myhairsmart.com for support.
Q: How do I sign up to be an ambassador?
A: Apply here https://myhairsmart.goaffpro.com/. We’ll send you all tools and info after approval.
Q: I referred someone but wasn’t credited.
A: Email us at ambassador@myhairsmart.com with your referral link and their order details—you can find their order details on your ambassador dashboard. We'll investigate and credit your account if applicable. If you referred someone and you don’t see their order on your dashboard - either they didn’t place the order, or they didn’t use your discount cord
10. Accessibility & Website Help
Q: I’m having trouble using your website or need assistance placing an order.
A: Yes please contact us via chat, call or email and we can walk you through or even help you place the order directly.
11. Product Safety & Ethics
Q: Are your products safe and FDA-compliant?
A: Yes. Our laser cap is FDA-cleared, and all products are made in certified facilities.
Q: Are your products cruelty-free and vegan?
A: Yes. All are cruelty-free; most are vegan. Check the product page for full details.
12. Reviews & Community
Q: Where can I read or leave reviews?
A: Reviews are available on each product page. You’ll also receive email/text after your purchase to leave feedback.
Q: Can I share my results?
A: Yes! Tag us my_hairsmart.com on IG or myhairsmart.inc on Tiktok or email your before/after photos to marketing@myhairsmart.com for a chance to be featured and win free products.