We do offer merchandise credit on authorized exchanges, however we do not offer returns.

To receive merchandise credit, items must be unused, unaltered, in original condition, and in original packaging. There will be a 15% restocking fee applied and shipping costs are non-refundable, except in the event of a product defect.

Product defects will be determined by our Quality Control team, and do not include normal wear and tear, damage caused by lifting or depositing color, damage caused by altering the extensions, or color change due to chemical exposure (chlorine, tanning lotion, sunscreen, etc.).

Before shipping a product to be exchanged, please email online@secretofmedusa.com.

*All Clip-in hair extensions are FINAL SALE

Only trained hair extension professionals that have verified Secret of Medusa accounts are able to access pricing and purchase from our For Professionals Collection.

Our For Everyone products are available to the public.

No, we do not have a minimum order size. You can order as much or as little as you want!

Ground Shipping is typically 3 to 5 business days for orders placed before 8pm PST.

Orders placed after 3 pm will be processed next day.

Secret of Medusa only offers 100% Cuticle Intact human hair*. This means our hair has never been acid-dipped or chemically stripped.

Acid-dipping is common in other brands because it allows companies to quickly create large quantities without having to be selective about donor hair quality. Acid-dipping greatly reduces the integrity, appearance and feel of the hair, especially after the first several washes. 

*Ponytail extensions are offered in an industry-standard quality in order to keep pricing accessible.

Originally, only the finest human hair with all cuticles lying in the same direction could be considered Remy Hair.

Unfortunately due to lack of industry regulation, many companies erroneously use the term "Remy," and are actually offering lower quality, cuticle-stripped hair. True Cuticle Remy Hair, offered by Secret of Medusa, is smooth and lustrous even after the first few months of washing. 

Human hair has a natural cuticle layer which protects the hair, lying flat in one direction to create a smooth, shiny appearance and lock in moisture. Because Secret of Medusa only offers 100% Cuticle Intact extensions, our products can be treated just like your own hair and are guaranteed to last longer than our cuticle-stripped competitors. 

Our customers have had great success both depositing and lifting color with our extensions for years. However, Secret of Medusa is not responsible for any damage caused by coloring the extensions, and we cannot accept the hair for return or exchange once it has been altered. Therefore we highly suggest you confirm your color with our Color Ring and purchase the color that most accurately matches your client's desired look. 

Return hair refers to the 1-2cm of short hair aligned at the top portion of many competitor wefts, sometimes called a "mustache". Return hair is often a sign of lower-quality wefts and can be uncomfortable against the scalp as the short pieces cause itching, matting, and even damage to the hair. We offer only the flattest, most invisible wefts with absolutely no return hair. 

In order to add length to your hair, we recommend you have at least chin length hair. However, always consult your stylist when making decisions about your hair extensions. 

It is a common misconception that hair extensions cause pain and hair loss. As long as the extension is properly applied by a professional stylist, you should only feel a slight initial tightness, never sharp pain or extreme discomfort. If a Secret of Medusa Certified stylist is not available in your area, we recommend selecting a well-rated stylist with experience in multiple extension methods. 

Always use a sulfate-free shampoo/conditioner routine. 

Since hair extensions do not get a direct supply of nutrients from your scalp like natural hair, it's important to avoid sulfate products which will strip the hair and reduce its integrity. We always recommend consulting your stylist or using Secret of Medusa's Shampoo and Conditioner with our extensions for maximum longevity and shine. 

A common ingredient in many sunscreens, tanning lotions and similar skin products is Avobenzone. Because exposure to avobenzone can cause irreversible color change in your extensions, we absolutely recommend extreme care when applying these products. Use a plastic cap when applying and keep hair up and away from the body to avoid orange and pink tones from emerging as avobenzone causes iron oxidation in the cuticle. 

Hair extensions can also be affected by the variety of minerals and chemicals in your water, so we also recommend using a shower head filter whenever possible. 

*PLEASE NOTE: Secret of Medusa will not accept hair that has turned pink/orange from chemical exposure for Quality Disputes.

We recommend removing your clip-ins extensions prior to bed.

Prior to any contact with ocean, lake, or chlorinated water, we recommend saturating your hair with water and/or a coat of conditioner. This saturation will help prevent your hair from fully absorbing harmful chemicals or minerals. Upon exiting the ocean, lake, or pool, wash your hair in lukewarm water with a generous amount of deep conditioner and clarifying shampoo when necessary.

We strongly recommend all hair extension users to sleep in a braid, low ponytail, or twin tail braids. Combined with a silk or satin pillowcase or bonnet, these precautionary steps can greatly reduce the friction caused from tossing and turning during your sleep cycle that shortens your extensions' integrity.

Absolutely. As long as hot tools are not placed too near the bonds, your extensions can be heat-styled just like your natural hair. As with your own hair, always use a heat protectant and make sure your hair is fully dried before applying heat. Consult your stylist for additional tips! 

You can cut your own extensions, but we strongly recommend having them cut only by a professional stylist specializing in extensions. 

We recommend to wait for 48 hour (2 full days) for adhesive or keratin extensions like our M-Tip, S-Tape and C-Tips. All other non-adhesive extensions (I-Tip, E-Weft, Q-Weft) can be washed same-day.