frequently asked questions

Thank You for shopping at Ebonyline.com and we hope you come back often. If you are unable to find the answers to your questions below, please email us at ask@ebonyline.com.


Placing Order

How to Order?

A. At ebonyline.com
Find items either by using menu buttons or Search.
  1. Choose hair color
  2. (Second color is not required but if 1st color isn't available, 2nd color choice will be processed.)
  3. Choose quantity
  4. Click "Add to Cart"

B. Fax Order, Email Order or Mail Order - The Minimum Order is $30
  • Send the list of items by email or fax - To have item list, please do one of following.
  • Go to www.ebonyline.com > add items to cart > print cart out
  • Print out this fax order form (Excel Format, Adobe Format ) and fill out the form.
  • Make your own list including item name, code, quantity, price, shipping fee, shipping method and total.
  • Provide shipping and billing information.
  • Payment (Make your check or money order payable to Ebonyline.com)
  • Money Order: Send to EbonyLine.com 5641 W. Howard Street Niles, IL 60714
  • Credit Card : Please send us the copy of credit card & photo identification (front and back) by email or fax.
    Fax: 847) 647-7988
    Email: sale@ebonyline.com
  • Paypal: Ask for Paypal email either by email or phone

EbonyLine.com Information:
Phone: 847) 647-9791
Fax: 847) 647-7988
Email: ask@ebonyline.com
Address: 5641 W Howard Street Niles, IL 60714 USA
** We do not accept personal checks.
** For Wire Transfer, please add $30 bank fee

Print Order Form:
Excel Format
Adobe PDF Format
Download Acrobat Reader 7.0

Can We Order by Phone?

Due to Heavy call volumes, we do not take phone orders with some exceptions but we reply your question by email/phone in 24 hours in general.
  • Mail Orders: The minimum order is $30 excluding shipping charge. You can get the total including shipping by placing testing order without finalizing order at http://www.ebonyline.com.
    We accept only money order or postal check.
  • Send to: EbonyLine.com 5641 W Howard Street Niles, IL 60714 USA

How to Make Foreign Order?

Foreign Orders (International Orders)-Except APO/FPO
Before placing an order, please find out if there is any import restrictions or regulations, the customer is responsible for any charges towards accepting or returning merchandise.
  • The customer is responsible for customs tax and any fees which is charged by the importing country.
  • The customer is responsible for any fees and return shipping charge, no exception.
Prior to ship orders, we require the copies of following items for the first time international customers
  1. the credit card
  2. one of your photo identification (Driver's License, Passport or Government Issued Identification )
    You can send above items via email to sale@ebonyline.com or fax them to 847-647-7988.
    We will hold your orders 4 business days until we receive verification.
OR
You can choose Pay Pal or Yahoo Paydirect as "payment method" in the credit card information section instead of sending verification. If you are not the member of Pay Pal or Yahoo Paydirect, you can register by click one of below links:
Pay Pal
After paying by Pay Pal or Yahoo Paydirect, please email us for the payment. Then, we will process your order.
Recipient's Email : sale@ebonyline.com
We do not require verification for orders from APO/FPO Shipping Address.

How long does it take for my order to be processed?

Depending on what items you order, the order preparation may take as early as 1 day to 7 business days the latest. The following brands are the items that takes only 1 day to ship-out unless the manufacturer does not have the items in stock.
  • Bohyme
  • Unique Weave
  • Onyx
  • Black Diamond
  • New Born Free
  • Ladylike
  • Essence
  • Carefree
  • Misswillow/Elements
  • Foxy Silver
  • Mezzo

** Other brands may also take as early as 1 day, but are not gaurenteed.
For shipping information, please go to the link below,
Shipping Info

What is verification process?

    • Verification or payment for the first time order
      This is your first time order and the billing address and shipping address is different. To protect card holders, before shipment, we would like to receive the copy of your credit card and photo id back and front. You can send it by email or fax at 847-647-7988.
      Once we receive your verification, you will not be asked again in the future as long as your information remains the same.

    • If you prefer to pay by Paypal, you can pay to sales@ebonyline.com at www.paypal.com.
      *If paying by Paypal, the account must be either confirmed or verified.
      Your order can be cancelled if you do not respond within a week.

  • When UPS or Postal Service delivers your order, they will require signature with valid ID.

How to cancel or change my order?

You may cancel or change the order if the items are not shipped out yet.
We recommend to contact the customer service immidiately.
If you do not want the item after it has been shipped out, you will be responsible for the shipping cost,
and restocking fees in some cases.

 


Account & Transactions

How Does Online Transaction Work?


Status
Description
Possible actions
New
The transaction has not yet been sent to the gateway for action. Usually a transaction in this state has been added manually by an administrator or support staff for testing purposes.
New transactions can be moved to Authorized or Charged.
Pending Authorize
Awaiting authorization from the payment gateway.
Transactions in this state are added by an external application that requires delayed settlements, such as an online store selling hard goods or a hotel reservation system. When the customer is acting as the gateway, the transaction will remain in the Pending Authorize state until an administrator updates its status.
Pending Authorize transactions can be moved to Authorized or Failed Authorize.
Failed Authorize
The request to charge the cardholder failed.
No further changes can be made to a Failed Authorize transaction. To try the credit card again, start a new transaction.
Authorized
An approved request to charge a cardholder, placing a reserve on the amount in the cardholder's account without actually capturing the funds. Authorization is used with delayed settlement payments.
Authorized transactions can later be Charged by an external application, but their status cannot be manually updated by administrators in Kavi Commerce.
Pending Charge
Awaiting the transfer of funds from the cardholder's account. Transactions in this state are added by an external application seeking to capture funds. When the customer is acting as the gateway, the transaction will remain in the Pending Charge state until an administrator marks it as Charged.
Pending Charge transactions can be moved to Charged or Failed Charge.
Failed Charge
The attempt to transfer funds failed.
No further changes can be made to a Failed Charge transaction. To try the credit card again, start a new transaction.
Charged
The transaction amount has been successfully transferred to the merchant. A charged transaction is a successful transaction. The complete transaction amount of a charged transaction should appear in your bank account within one to two days of processing.
Charged transactions can be Returned except for manual transactions.
Pending Return
Awaiting the return of a partial transaction amount to the cardholder. Transactions with this status are added by an external application. When the customer is acting as the gateway, the transaction will remain in the Pending Return state until an administrator updates its status.
Pending Return transactions can be moved to Returned or Failed Return.
Failed Return
The attempt to return a partial amount of the transaction has failed.
Transactions that failed to return can be retried until they are successfully Returned.
Returned
A partial or full transaction amount has been refunded to the cardholder.
Returned transactions can be further refunded, as long as there is still a charged amount left.


How do I create an account with Ebonyline?

Click my account on the top of the webpage, and the log-in page will come out.
You will click "Create account" and fill in the information in the blanks.

How do I gain rewards points?

1. Create ebonyline.com account
You need to be create your online account. If you don't have an account, take a minute to create one. Simply click the "My Account" link in the top right hand corner of our website’s home page
(www.ebonyline.com). Next click the button called "Create an Account" and fill in the details.
  • Whenever you order online, you earn one point for every dollar you spend at Ebonyline, excluding taxes or shipping costs.
  • All earned but unused points are listed in the My Rewards section once you login to your account.
  • All points expire after one year from the date they were earned.
  • Before you know it, your Reward Points will get you some amazing hair at Ebonyline.com
  • In addition, you will receive exclusive offers, instant discounts, and product specials, which are only offered to Ebonyline.com members.
2. You're DONE!
That's all! You MUST create an account to begin earning reward points on your purchases!
Once logged into your account, make a purchase. Whenever you place an order, you earn one point for every dollar you spend. Remember, if you are not logged into your account, the shopping cart will not know to award you the reward points. Be sure to log in online to submit your order and payment.

Click here for more details about Reward Points

How do I use rewards points?

1. Check reward points
Your reward point balance will be shown in your account and your shopping cart.
Log into your account using the "My Account" text link and look for the "My Rewards" section. Or you will be able to view your points in your shopping cart.
2. Simply go to checkout!
Want to redeem your reward points?
You just shop and proceed to checkout. You will be able to see any available reward points on your checkout page.

Please put points you want to use and discount will automatically apply to your total.

*REMEMBER!*
Please check your reward points. You need to have at least 200 points for redemption.
Every 200 Reward Points qualifies for a $7 Discount.
If, after 24 hours, you do not receive any email notification, please contact customer support by sending an email to ask@ebonyline.com or calling us at 1.877.777.2420.

Every 200 Reward Points qualifies for a $7 Discount.

How do I Find Security Code (CVV number)?

The security code, or CVV2, is a 3 or 4 digit number printed flat (not embossed) on either the back or front of your credit or debit card. This code provides extra fraud protection by ensuring that you have the credit card with you and that the credit card number is valid.

Is your website safe? Will my credit card information be kept safe?

Security About Your Credit Card & Information
  • We use industry-standard Secure Sockets Layer (SSL) software to protect the security of your information during transmission.
    It is important for you to protect against unauthorized access to your password and to your computer.
  • We never have had problem with security of customers credit card and information.
  • We do not sell your email address or information to others.

My cancelled order is charged. Why is that?

Whenever a customer places an order through the website, the credit card company or bank places a temporary hold on the card in the amount of the order to calculate the credit limit. This is done to prevent an overdraft without actual charges from the seller. If the seller does not charge the card within a certain timeframe, the credit card company will release the hold to the customer's account automatically.
However, the customer may see it as "Charged" or "Temporary Charge" on their online statement. For further information on this process, we suggest that you contact your credit card company or bank.

I was charged twice, what should I do?

There is a high possibility that one of the charge is a pending charge.
Please read above question "My cancelled order is charged. Why is that?" for more information.

 


Shipping & Returns

What is Your Return Policy?

Please view our Return Policy for more details

What is Your Privacy Policy?

Please view our Privacy Policy for more details

What is Your Shipping Information?

 


Sales & Promotions

How do I become eligible for Bulk Sales?

  • Minimum order $100 requirement must be met in order to use this offer.
  • Can not be combined with FREE SHIPPING or Bulk Price Discount.
  • Percentage discount amount will be determained based on your order amount and previous order history.
  • Depending on you order history and frequency you can be honored to next discount level without notification.
  • No adjustments to prior purchases.
  • The terms and conditions listed above are subject to change or terminate without a notice.
  • If you have any questions, please call 1-877-777-2420 or email us at ask@ebonyline.com.

Can I get wholesale price/ Bulk sale price?

Business account holders is eligible for 10% discounts for orders more than $300.
Both Business account holders and Regular account holders may request for price quotes for purchase over $1000.

How do I apply the first time order discount?

You are eligible for the 10% discount coupon code if you create an online account, and make an order ONLINE.
** The Coupon Code will be provided to you with the shipment for use on the next purchase.

 

Do you have a catalog?

 


Product Related

How to care human hair pieces?

  • Cool or warm water is recommended.
  • Use shampoo and hairbrush gently.
  • Rinse thoroughly with hair conditioner and apply cream rinse or wet-look spray as desired.
  • Pat dries and brushing a wide toothcomb, sprays throughout.
  • Set and dry naturally.
  • Comb into desired style after hair is completely dry.

How to care synthetic hair pieces?

  • Fill a basin with cool or lukewarm water.
  • Add a dash of shampoo and swish gently.
  • Rinse thoroughly in cool water.
  • Do not brush while wet.
  • Brush into desired style after wig completely dry.
  • No setting is necessary, curl will snap back into position when hair is completely dry.

How to wash human Wigs?

  • Fill a basin with lukewarm water.
  • Add a capful of wig shampoo and conditioner mix with water. If the wig has odors, you may add a teaspoon of baking soda to the basin. Never use regular shampoo on synthetic wigs.
  • Gently move the wig in the water about one minute until wig is saturated.
  • Gently clean the part stained until clean.
  • Leave the wig about 20 minutes.
  • Rinse it with cool clean water.
  • Gently squeeze the wig to remove water. Do not wring or twist the wig.
  • Spray on the wig with wig conditioner or wig spray.
  • Spread the wig out on a dry towel and leave it until it dry.
  • Style the wig

How to wash synthetic wigs?

  • Fill a basin with cool water.
  • Add a capful of wig shampoo and mix with water. If the wig has odors, you may add a teaspoon of baking soda to the basin. Never use regular shampoo on synthetic wigs.
  • Gently move the wig in the water about one minute until wig is saturated.
  • Gently clean the part stained until clean.
  • Leave the wig about 20 minutes.
  • Rinse it with cool clean water.
  • Gently squeeze the wig to remove water. Do not wring or twist the wig.
  • Spray on the wig with wig conditioner or wig spray.
  • Spread the wig out on a dry towel and leave it until it dry.
  • Style the wig

 


Technical & Web Support

How do I look up the colors chart?

  • Click on the color chart button located on the buttom of the homepage.
  • Each product has color swatch.
  • If you know the specific brand, you may click on the brand color chart to view the pictures.

 


Disclaimer

Disclaimer

Thank you for shopping at Ebonyline.com. We try our best to satisfy our customers, but, some of the issues cannot be covered by our policy.
  • We are not responsible for orders that are not responded nor claimed after the delivery of orders, return or last correspondence. The time frame applies after 120 days for foreign orders, APO/FPO and 60 days for US 50 states and territories. Such issues are wrong items, returned items, delayed items and etc. If you have questions please contact us at ask@ebonyline.com
  • PayPal users: We reserve the right to cancel your order if you are not a verified PayPal member and/or if your shipping address is unconfirmed. If the order is canceled for one of these reasons you will be refunded the order total minus 4% as PayPal charges us a 4% fee for the reversal of funds back to your account.
  • For electronic appliances, we are not responsible for malfunction of the unit after 15 days of delivered date. You must contact unit manufacturer for warranty and repair information.

Product Description

  • Description and quality of all products sold in Ebonyline.com is in accordance with manufacturers' printed or given descriptions.
  • For some of hair care products we sell are for professional use only, and we are assuming that you are a professional hair care personnel, therefore you are responsible for all the before and after results of the professional hair care products.
  • If you have further questions regarding our policy or disclaimer, please contact us at ask@ebonyline.com


Thank you for your time and supports.
- Ebonyline.com