FAQ
1. General Customer Service & Contact
Q: How can I contact customer support? A: You can reach us via email at support@myhairsmart.com for ALL customer service and order-related support. You can also submit a request directly through our Customer Support Form.
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 24 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 submitting our Customer Support Form.
2. Order & Shipping Questions
Q: How can I track my order? A: Once your order is shipped, you'll receive automatic order 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 / my order is delayed. What should I do? A: Fill out the Customer Support Form.
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 typically ship within 1–3 business days. Delivery timelines vary and tend to be a little longer during the holiday season between Thanksgiving and New Year's. HairSmart is not liable for delays once an order has shipped. Please ensure your shipping details are correct at checkout — we are not responsible for packages delivered to an incorrectly provided address.
Q: My package says delivered, but I haven't received it. A: Fill out the Customer Support Form.
Q: Can I cancel my order? A: Yes — as long as it hasn't shipped yet. Email us at support@myhairsmart.com with your order number and we'll cancel it for a full refund, no fees. Once an order has shipped, it can no longer be cancelled.
Q: Do you ship internationally? A: Yes. We ship worldwide. Simply place an order from our website.
3. Returns, Refunds & Chargebacks
Q: What is your return policy? A: Please refer to our Return & Warranty Policy for detailed eligibility conditions regarding physical merchandise, bundles, and laser devices.
Q: My product arrived damaged in transit or defective — what now? A: Fill out the Customer Support Form.
Q: How do I request a refund on my Laser Cap under the 6-Month Guarantee? A: Email support@myhairsmart.com confirming you completed all three required video consultations (initial, 3-month, and 6-month) with progress photos taken by our Hair Expert. Our team will verify your eligibility and guide you through the return process. Full eligibility conditions — including the discount-limit and restocking-fee terms — are in our Return & Warranty Policy.
Q: What is your policy on chargebacks and payment disputes? A: Should I contact you before disputing a charge with my bank? Yes, please — reach out to support@myhairsmart.com first. We can usually resolve order, billing, or subscription issues faster directly than a bank dispute can, and it keeps your eligibility for a refund, replacement, or credit intact under our Return & Warranty Policy.
We have a zero-tolerance policy for chargeback abuse and first-party fraud. If you initiate a chargeback with your bank or credit card company for a product or service that was successfully delivered or consumed, we reserve the right to aggressively dispute the claim using your purchase history, usage logs, and communication records. Customers who file bad-faith disputes will be permanently banned from purchasing from HairSmart in the future.
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: Will I get a reminder before my subscription renews? A: Yes — we send an email reminder before every scheduled charge with a direct link to skip, pause, reschedule, or cancel that shipment. We recommend reviewing it ahead of your billing date to avoid any unwanted charges.
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.
Q: Can HairSmart modify or manage my subscription for me? A: To keep your account secure and fully in your control, all HairSmart subscriptions must be managed directly by you. Our team is unable to make subscription changes on your behalf, but we're always happy to guide you on how to manage it yourself. Reach us at support@myhairsmart.com if you need help.
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 visit our Usage & Fact Sheet page.
Q: Do you have a video on how to use the laser cap? A: 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: The MD+ Laser Cap comes with a 3-year warranty, and the Grow Laser 272 Cap comes with a 1-year warranty. The battery and wall charger are covered for 1 year on both devices. Misuse or physical damage is not covered.
Q: My cap isn't working and it's still under warranty — what should I do? A: First, review the troubleshooting guide and our how-to-use video. If still unresolved, email support@myhairsmart.com or submit our Customer Support Form to open a ticket. We diagnose within 24–48 hours and provide a repair or replacement if the defect is confirmed.
Q: My cap isn't working and it's outside the warranty period — what should I do? A: First, review the troubleshooting guide and our how-to-use video. If still unresolved, email support@myhairsmart.com or submit our Customer Support Form to open a ticket. We diagnose within 24–48 hours and will share your available 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 the 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. We'll send you all the 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 didn't see their order on your dashboard, either they didn't place the order, or they didn't use your referral code.
10. Accessibility & Website Help
Q: I'm having trouble using your website or need assistance placing an order. A: Yes, please contact us via email at support@myhairsmart.com and we can walk you through it 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 an email/text after your purchase to leave feedback.
Q: Can I share my results? A: Yes! Tag us at my_hairsmart 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.