Answers To Your Questions


Top Questions

How long will it take for my order to arrive?

The current COVID-19 pandemic is causing worldwide postal delays and as such the below usual delivery times may be significantly longer:


If you’re based in the UK, delivery should take 2 days from the date of dispatch.


If you’re based in Europe, delivery should take approximately 1 week from the date of dispatch.


For delivery to anywhere else in the world, you should expect to receive your order within 2 - 3 weeks from the date of dispatch.  

How can I get an update on the status of my order?

You should have received a dispatch email which will contain all the information you need (including tracking links for orders over $150.00 USD). If you can’t find your dispatch email, please check your spam folder. If it’s not in there, please contact us directly on info@hairguard.com and we will get back to you as soon as possible.


 Please note that items can take up to 3 weeks to arrive from the date of dispatch, and sometimes longer than that depending on the postal service. 

How can I cancel my order?

If you have made a mistake or changed your mind about your order, please contact us directly on info@hairguard.com and we will get back to you as soon as possible. 


Please bear in mind that orders are generally processed within 24hrs, so we may be unable to cancel your order before it has been processed and dispatched. However, we will do our best to assist you in whichever way we can.


If you have purchased a subscription, you can cancel future orders from within your account.

How can I request a refund (within 180/365 days of purchase)?

Fill out our Refund Request Form, or contact us directly on info@hairguard.com. If you are wanting a refund for a GrowBand, Growcomb or Laser Cap we will require you to return the item to us. Please contact us directly so that we can explain the process to you and arrange your return.

I need further assistance, how can I contact customer support?

We don't offer phone support/assistance, but most questions are answered in our FAQs page so we would suggest that you have a browse through those to resolve your issue as quickly as possible. If you still require assistance, feel free to contact us directly on info@hairguard.com and we’ll get back to you as soon as we can.

Where do you ship to?

We currently offer free shipping to the UK, US, Canada, Europe, Australia, and New Zealand. 


We currently offer a paid for shipping service (approximately $23.00 USD) to Bulgaria, China, Cyprus, Hong Kong, India, Israel, Japan, Malaysia, Moldova (Republic of), Morocco, Portugal, Russia, Saudi Arabia, Singapore, South Africa and United Arab Emirates. 

How long does it take to process/ship my order?

Orders placed before 1PM (UK time) are shipped out the same day. Any orders placed after 1PM will be shipped the next day.

Will my order get to me without any issues?

For shipments outside of the EU it is likely they will spend time some in customs when the shipment arrives. We cannot provide any customs clearance estimates, but in most cases it should take no longer than two days.


It’s always best to include a contact number with your order so that you can be reached easily if there are any issues. 


IMPORTANT: Any customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order.

Where can I read reviews/testimonials of your products?

You can read other customer reviews here, as well as leave your own.


We are in the process of gathering more testimonials, as well as before/after photos, however since hair re-growth is such a long process, this is taking a while to compile.


Shipping & Returns

How long will it take my order to arrive?

If you’re based in the UK, delivery should take 2 days from the date of dispatch.


If you’re based in Europe, delivery should take approximately 1 week from the date of dispatch.


For delivery to anywhere else in the world, you should expect to receive your order within 2 - 3 weeks from the date of dispatch.


Please note that these are estimates and not guarantees. Delivery may sometimes take longer due to postal delays or unexpected delays (for example, strike action). 

Where do you ship to?

We currently offer free shipping to the UK, US, Canada, Europe, Australia, and New Zealand.


We currently offer a paid for shipping service (approximately $23.00 USD) to Bulgaria, China, Cyprus, Hong Kong, India, Israel, Japan, Malaysia, Moldova (Republic of), Morocco, Portugal, Russia, Saudi Arabia, Singapore, South Africa and United Arab Emirates. 

My location isn't listed as a shipping destination, is there a way to arrange shipping?

We can try to arrange courier delivery for approximately $25.00 USD - but this fee is non-refundable, and not always possible. Please contact us directly on info@hairguard.com to discuss further.

Will my order get to me without any issues?

For shipments outside of the EU it is likely they will spend time some in customs when the shipment arrives.


We cannot provide any customs clearance estimates, but in most cases it should take no longer than two days.It’s always best to include a contact number with your order so that you can be reached easily if there are any issues.


IMPORTANT: Any customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order.

How can I request a refund (within 180/365 days of purchase)?

Fill out our Refund Request Form, or contact us directly on info@hairguard.com.


If you are wanting a refund for a GrowBand, Growcomb or Laser Cap we will require you to return the item to us. Please contact us directly so that we can explain the process to you and arrange your return.

My item arrived broken, how can I request a replacement?

Email us on info@hairguard.com with photos of the broken item, and your correct shipping address so we can arrange a replacement.

I need to return a GrowBand/Growcomb/Laser Cap - how can I do so?

Email us on info@hairguard.com so we can process this for you - returns are your responsibility, we do not cover the cost. We strongly recommend that you send the returned items by a Tracked & Signed For service.


Products & Ingredients

How long does it take for your products to work / What results can I expect?

In general, you should be able to tell if a product is working within 3 months (either by the amount of hair you are losing, by new hair growth, or by the thickness/strength of your hair).


However, it’s important to bear in mind that hair growth is a slow process so you may need to allow longer to fully see the results.

Where can I read reviews/testimonials of your products?

You can read other customer reviews here, as well as leave your own.


We are in the process of gathering more testimonials, as well as before/after photos, however since hair re-growth is such a long process, this is taking a while to compile. 

How can I find out the ingredients for your products?

The ingredients for our products are listed on each product page on the website.

Which product is right for me?

Treatment really depends on what you are experiencing/what stage of hair loss you are at, and the underlying cause.For a large percentage of men, the underlying cause of hair loss is scalp tension and lack of blood flow to the scalp.For women, the cause is often hormonal.


We recommend you try out our Hair Loss Analysis Quiz to diagnose your underlying cause(s). 

Which is more effective, the Growband or Growcomb?

The Growcomb and the Growband treat hair loss in different ways: the Growband treats scalp tension and helps increase blood flow, whereas the Growcomb helps stimulate the hair follicles, and optimise hair follicle growth phase using patent pending technology called ETG (electrotrichogenesis).


Both products currently cost $297.00 USD, and we offer a 365 day money back guarantee from the date of purchase so you can try risk free :)


If you haven’t already done so, we recommend taking our Hair Analysis Quiz to help diagnose the underlying cause(s) of your hair loss, as this will help provide you with the best treatment suggestions for you.

Why does the Scalp Elixir / Caffeine Shampoo come in an unsealed bottle?

We don't seal the Elixir or Shampoo, since these products are not ingested - unlike the supplements/probiotics.


Please be assured that we take every precaution to ensure that they are not tampered with or altered in any way.

Can I leave the Scalp Elixir in all day? / Do I need to rinse the Elixir?

You don't have to rinse the Scalp Elixir out, but if it's been left overnight, like we recommend, then there isn't much benefit to leaving it in as most of the Elixir's ingredients will have been absorbed.


However, it won't do any harm to leave it in for even longer. Some people find it leaves their hair looking a bit greasy so they like to wash it out before work. It's up to you whether you rinse it out or not.

Where do your products come from?

Most of the products are manufactured in the UK. Everything else is only sourced from socially responsible businesses with ethical manufacturing practices.


Payment & Currency

How can I see the prices in my own currency?

All prices are in USD. If you would like to get an idea of how much a product costs in your own currency, we would suggest using an online currency converter. Bear in mind this is approximate and will vary on a given day.

Are the prices on your website shown in USD?

Yes. All prices shown are in USD.

Can I pay using PayPal?

Yes - for non-subscription products you can pay using PayPal, or a normal credit / debit card. For subscription products you will need to use a credit / debit card.

My card was declined / payment was unsuccessful. What can I do?

Assuming that there are sufficient funds in your account for the purchase, then your card provider may have blocked the payment for some reason. In this case we recommend using PayPal if you have it.If that is not possible, we suggest that you please contact your card provider to see if they can provide any further insight into the payment issue. 

Do you accept international payments?

We accept payments from almost anywhere in the world. Please note that our prices are in USD.

Why don’t you accept my currency?

Our website is set up to only accept USD. Unfortunately there is nothing we can do about this.

How can I get a discount code / Will you be having a sale soon?

 The only discounts we offer are when you subscribe to one of our products. We do not offer coupon codes and have no plans for a sale at this time. 


Orders

How can I get an update on the status of my order?

You should have received a dispatch email which will contain all the information you need (including tracking links for orders over $150.00 USD). If you can’t find your dispatch email, please check your spam folder. If it’s not in there, please contact us directly on info@hairguard.com and we will get back to you as soon as possible. 


Please note that items can take up to 3 weeks to arrive from the date of dispatch, and sometimes longer than that depending on the postal service.

I placed an order but haven't received a dispatch confirmation - has my order shipped?

It may be that the dispatch email ended up in your spam folder - please check your spam folder just in case.


If you can’t find the dispatch email, please contact us directly on info@hairguard.com and we will get back to you as soon as possible.

My order was dispatched more than 3 weeks ago - Where is it?

Sometimes orders can take longer than 3 weeks due to delays with the postal service, or other unexpected reasons (for example, strike action). If it has been more than 1 month since your item was dispatched, please contact us directly on info@hairguard.com so that we can look into it further for you.


Additionally, please check that your shipping address was entered correctly. If you made a mistake entering your shipping address, please let us know and tell us the correct address, so that we can find a solution and ensure that you get your items as quickly as possible.

How can I update the shipping address on my order?

Email us immediately on info@hairguard.com requesting that your shipping address be updated. Please include your correct address in your email, and we will update your order for you if possible.


Please note that orders are automatically processed (usually within an hour) so you will need to email us as soon as possible.

Where's my tracking number / link?

In order to provide free shipping we only add tracking to orders of a value of more than $150.00 USD. If your item was sent with tracking, you will be able to access the link in the Shipping Confirmation email.

Do you offer expedited shipping options?

If your order is $250.00 USD or more then it will be shipped by courier, such as DHL or DPD and should only take a few days to arrive. 


 Otherwise, by default, your order will be shipped on the normal service by Royal Mail or USPS (or your country’s national postal service). If you would like to add tracking to your order, then you can choose to upgrade your shipping in the checkout for a cost of approximately $7.43 USD. 

How can I cancel my order?

If you have made a mistake or changed your mind about your order, please contact us directly on info@hairguard.com and we will get back to you as soon as possible. Please bear in mind that orders generally start processing within 1 - 2hrs, so we may be unable to cancel your order before it has been processed and dispatched. However, we will do our best to assist you in whichever way we can. 


 If you have purchased a subscription, you can modify and cancel future orders from within your account.

How can I edit my subscription?

You can pause or skip orders, or cancel future orders from within your account.


Account & Membership

How can I access my account?

1. Go to our website, and click the profile icon in the top right hand corner. Or go directly to the login page.

2. Enter your email address and password, and click ‘sign in’ to access your account area

3. If you haven’t yet created an account, you will need to do so by clicking the ‘Create account’ link underneath the green ‘sign in’ button. 

How can I change the email address linked to my account?

Email us on info@hairguard.com letting us know which email address you would like it updated to, and we’ll do it for you.

I want to be removed from your mailing list.

Click 'unsubscribe' at the bottom of any marketing email from us, or email us on info@hairguard.com to request removal.

How do I access the Hair Equilibrium content?

The Hair Equilibrium content has now been updated and moved to the Pro Area of our website. This provides you with access to a whole wealth of helpful information, including videos, illustrations and step by step guides.

How can I follow you on social media?

You can join our Facebook group, ‘Hair Loss Forum’, where we have open discussions about various treatment options and people can post directly to request advice/share experiences.


Also, you may be interested in our YouTube Channel, where we have loads of helpful videos covering all aspects of hair loss and treatment.


Follow us, ‘officialhairguard’ on Instagram.

I'd like to leave a review - Where can I do so?

Thank you for your support! You can read other customer reviews here, as well as leave your own.

Do you offer phone support / assistance?

We don't offer phone support/assistance, but most questions are answered here on our FAQs page so we would suggest that you have a browse through them to resolve your issue as quickly as possible.


If you still require assistance, feel free to contact us directly on info@hairguard.com and we’ll get back to you as soon as we can.

Do you have a blog?

Yes - you can read our blog here.