FAQs – Pivot Point International

General FAQs

Frequently Asked Questions. Scroll down for online shopping-related topics.

What is Pivot Point?

Pivot Point International, the driving force behind digital learning and development for hair and beauty education, has been pushing the industry forward for over 60 years. Focusing on unrivaled customer engagement and global impact, PIVOT POINT for ALL, has always been the vision. Founded by Leo Passage in 1962, three generations of leadership have committed to his legacy for doing what’s right, making a difference and never compromising integrity, ethics and trust. Pivot Point proudly exhibits corporate responsibility through its ethical manufacturing and social accountability standards established in the production of its premium mannequins and educational tools. The company’s mission to challenge the status quo and fearlessly aim higher has inspired millions worldwide. Pivot Point’s learner-focused curriculum and educational tools can be found on six continents. Founded on imagination, creativity, innovation, passion, and perseverance. Pivot Point… A Drive to Educate.

How do I log into LAB?

Pivot Point LAB Logo

For students attending a school that offers LAB, a welcome email with instructions on how to sign in will be sent to you.

This is not the website for LAB. To access LAB, please visit www.pivotpointlab.com. Don’t forget to bookmark the URL for future reference.

For additional support logging in, please contact us at [email protected] or call 847-866-0500 during normal business hours.

What are your normal business hours?

We are open Monday to Friday from 8:30 am – 5:00 pm CT.

Why do Pivot Point mannequins cost more than other options?

Pivot Point mannequins are hand-crafted by talented artisans who spend OVER 8 HOURS implanting hair, strand by strand, creating natural growth patterns and densities—all to make sure you have the best and most realistic educational experience possible.

Pivot Point mannequins are also ethically manufactured in SA8000 certified facilities that:

  • Guard against forced and child labor
  • Provide workers with a healthy and safe working environment
  • Respect the right of workers to join unions
  • Practice zero-tolerance for discrimination
How do I place an order from outside the U.S.?

Pivot Point supplies the hair and beauty industry with premium products globally—on six continents. Click here to access our International Lookup form.

How do I preserve the integrity and shelf-life of my Pivot Point hair?

Pivot Point’s hair media is available in a variety of hair colors, texture patterns and length arrangements, simulating a diverse client population. The same careful considerations you would give your client’s hair should be extended to these hair media. Click here to review our Care & Maintenance information.

How do Pivot Point hair length measurements differ from other brands?

Our mannequin measurement is unique and true, with hair brought to a 90-degree angle from the front and nape. Click here to learn more!

Can I get onsite Pivot Point training at my organization?

When you have Pivot Point provide education in your school, salon or event, you will not only be exposed to the best practices in delivery, but you’ll also be inspired by the technical ability we are so passionate about. We pride ourselves on creating a fun environment where we cultivate motivation and inspiration, all while empowering you with the tools you need to succeed. Learn more by clicking here!

Do you offer affiliate programs?

Yes, we offer several ways to partner with us. For more information, please contact [email protected] or sign up for our online affiliate program here.

Why can't I purchase a digital seat online?

Access to our online learning platform, LAB, is only available to schools.

What are the differences between the Original Series and Premium Series mannequins?

Original Series mannequins have small or medium head sizes. The small head sizes are great for timely services at workshop events and advanced educational training. The medium head sizes mimic a realistic and lifelike experience that is perfect for practicing at home and in school. The Premium Series mannequins have the largest head size and highest densities, perfect for showcasing your work and participating in competitions.

What are the sustainable alternative Slip-On and Cap Series mannequins?

These are our sustainable alternative options to traditional foam mannequins. They are eco-friendly products that include our Slip-On and Cap Series mannequin categories. 

Cap Series is a space-saving, detachable hair training tool. It’s available in a wide range of lengths and textures, mimicking hair specifications from most of your favorite Original Series mannequins. Cap Series utilizes ABS-recyclable material, eliminating the use of traditional mannequins and reducing waste in landfills. 

Our Slip-On Series is an affordable, space-saving, foam-free solution. With the same premium quality, 100% human hair you’ve come to expect from us, but in an easy-to-use slip-on design.  

So, why is Pivot Point hair your best choice?

As a family company, the core of Pivot Point’s business is people. We are committed to our employees’ well-being. We want to know that manufacturers with whom we partner hold the same values and ethical standards for their employees.

Pivot Point proactively requested SA8000® certification from our contracted hair-manufacturing factory to ensure the quality of goods matches the well-being of the artisans who create them. The SA8000 certification affords our partners the confidence that our educational hair goods are produced in sanctioned conditions.

SA8000 certification solidifies a commitment to human rights by guarding against the use of child and forced labor, discrimination and unfair disciplinary practices, working hours and compensation.

Store FAQs

Common Questions About Shopping Online With Pivot Point

What happened to my account from the previous website?

Accounts from the previous website were not carried over and users must create a new account to re-register. The switch from our old website to this new website took place on 8/17/21. By registering, you will be able to save payment methods and shipping details for faster checkout. You will also be able to create wishlists, manage stock notifications, and view your order history. If you’d like to view your order history from the previous website, please contact us at [email protected] or call 847-866-0500 so that our Customer Support team can provide you with a transcript of your past activity.

Also, opting-in when you register, allows Pivot Point related news, special promotions, coupon codes, and product updates to be delivered straight to your inbox so that you can stay up-to-date with the latest happenings at our company.

What do I do if I can't remember my password?

On the My Account page under Login, click the link that says “Forgot password?” and follow the reset prompts. Enter your username or email address to receive a link to create a new password via email. If you can’t find the email, please check your junk/spam folders. Non-existing accounts will not receive a password reset email.

Note: Accounts created on our previous website were not carried over and users must register. If you’d like to view your order history from the previous website, please contact us at [email protected] or call 847-866-0500 so that our Customer Support team can provide you with a transcript of your past activity.

What are the benefits of creating an account and subscribing to your email list?

You will be able to order 24/7 online and receive special offers from Pivot Point! You can also:

  • View order history
  • Save payment methods
  • Manage shipping and billing addresses
  • Add items to your Wishlist
  • Manage stock notifications
  • Edit password and account details
  • Checkout quicker!
How long does it normally take to process an order?

Orders placed by noon CT on any business day will typically ship out the same day (weather permitting). However, warehouse processing time can be up to 48 business hours. If you need your order quickly by a certain date, please call us at 847-866-0500 to purchase over the phone.

Student kit orders require up to 5 business days to build before they can ship.

Learn more about our Shipping & Returns policy at https://www.pivot-point.com/shipping-returns/.

What are your shipping costs and delivery schedule?

The UPS Ground shipping rates are based on the dollar value of the items in your order. When choosing UPS Ground, we offer a flat rate of $9.95 for all web orders up to $199.99. Web orders over $200.00 qualify for free standard ground delivery. This offer is exclusive to online shopping only.

If expedited shipping is selected, the cost is based on where you are located and the shipping method you selected. See the UPS Shipping Map for more information on transit time. You can also call the Customer Experience Team at 847-866-0500 from 8:30 a.m. to 5:00 p.m. CT on weekdays for more details.

Learn more about our Shipping & Returns policy at https://www.pivot-point.com/shipping-returns/.

How can I track my order?

You will receive a UPS tracking number from us when your order ships. Go to UPS Tracking and enter that tracking number to see the status of your order.

To calculate shipping time to your location, please click on the link above. Under the SHIP FROM: ZIP Code field, be sure to enter 60007. Under the SHIP TO: ZIP Code field, be sure to enter the ZIP code for the address you are shipping to. Click Update and review the best shipping method for your needs.

Note: Orders placed after 12:00 p.m. CT will not be processed until the next business day.

Learn more about our Shipping & Returns policy at https://www.pivot-point.com/shipping-returns/.

How do I return or exchange an item?

Contact the Customer Experience Team, at 847-866-0500 from 8:30 a.m. – 5:00 p.m. CT weekdays to obtain a return authorization number and click here for return policy details. Student kit orders require up to 5 business days to build before they can ship.

Learn more about our Shipping & Returns policy at https://www.pivot-point.com/shipping-returns/.

Do you offer discounts?

We offer 10% off first-time orders when subscribing to our email list. Or 15% off when existing customers submit a product review.

Check back in every so often to see our featured mannequin of the month, bi-monthly clearance sales, discounted bundles, holiday promotions and more special offers, updated regularly.

How do I use coupon codes during checkout?

You must add the item to your shopping cart before entering the coupon code during the checkout process in order to redeem the offer.

Only one coupon code can be used per order. Coupons cannot be used in conjunction with other coupon codes. Coupons do not apply to items already on sale.

NOTE: Items cannot be added after the order has been placed. Only coupon codes issued by Pivot Point are valid on the Pivot Point online shop.

I am ordering hair swatches and the freight costs more than the swatches. Why is that?

We utilize a tiered shipping rate on our webstore to determine shipping costs. Please review the table below for more details:

Pivot Point Tiered Shipping Rates

For more information, please review our Shipping & Returns policy.

Do these shipping rates apply outside of the contiguous U.S. 48 states?

Unfortunately, the tiered shipping rates are for the contiguous U.S. 48 states only and does not apply to Alaska, Hawaii or Puerto Rico.

Call 847-866-0500 for shipping rates to Alaska, Hawaii, Puerto Rico, and expedited orders exceeding $2,500.

Learn more about our Shipping & Returns policy at https://www.pivot-point.com/shipping-returns/.

Can I pick up my order at your warehouse?

We are not currently offering pick-up for online retail customers. If you are one of our Salon or Distributor accounts, please contact your sales representative to arrange warehouse pickup or freight deliveries. ABSOLUTELY NO WALK-INS

What is your warranty policy on hairgoods?

The Pivot Point hair medium is warranted to the original purchaser for a period of one year from the original date of purchase, under normal use and service against defective material or workmanship. Under normal use, some hair loss is to be expected and would not be considered defective. Click here to learn more.

What payment methods are accepted on pivot-point.com?

We strive to make buying from Pivot Point fast, easy and secure! So when it comes time to pay for your purchase, you can choose from any of the following payment options:

  • Visa, MasterCard, American Express, or Discover
  • PayPal
  • Pay Later
    • PayPal Credit
    • Pay in 4
  • Sezzle
    • On orders over $75
    • AmEx not accepted
What is Sezzle?

Split your entire online purchase into 4 interest-free payments, over 6 weeks with no impact on your credit (on orders over $75). Consumer’s Sezzle limits vary and can view the spending limit by enrolling in Sezzle up.

NOTE: American Express credit cards are not supported with Sezzle.

Can I be notified when a product is back in stock?

Yes! You can now subscribe to a waitlist that will send an automated email to your inbox when a specific product is restocked.

To do so, go to a product page that is currently out of stock and scroll to the section that says, “Want to be notified when this product is back in stock?” and click on the Notify Me button.

If you are already logged in, your account email will be used to sign up. If you are not logged in, you will need to enter an email address first.

I have other questions not listed here.

Contact the Customer Experience Team, at 847-866-0500 from 8:30 a.m. – 5:00 p.m. CT weekdays, or e-mail [email protected].

Answers for questions

If you have any questions about one of our products or services, we have the answers. Let us know what’s on your mind and we’ll get right back to you. *Required


Reach out anytime. We're here to help.

[email protected]
8725 W. Higgins Road, Suite 700
Chicago, IL 60631
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