- Placing an Order
- Order Processing
- Shipping Information
- Order Tracking
- Returns and Exchanges
- Gift Certificates
- Color Selection and Ordering Policies
- Additional Shipping Information
- Cancellation or Change of Order
- Theft and Fraud
- Changes to Policy
PRIVACY & SECURITY
HSW Wigs LLC uses VeriSign/Norton Secured SSL encryption to protect your personal information and credit card secure from theft. Additionally, we will never distribute your personal information in any way other than to process your order. The information you supply us is protected and sent safely. Full Security Policy
PLACING AN ORDER/PAYMENTS
To place an order, simply choose the item(s) you wish to purchase by going to the product page, choose your color selection and Add To Bag. Fill out your billing and shipping information and choose your shipping method. "Submit Order" and your done. You will receive an email with your order number and details confirming we have received your order.
We Accept The Following:
Credit Card Processing/Security:
Your billing and shipping information must be on file with your credit card issuing bank. If you request your order be shipped to an address other than your billing address, please ensure the shipping address is also on file with your credit card bank. If both your billing and shipping address cannot be verified, your order will be cancelled. If only your billing address can be verified and you've requested to ship to an alternate address that cannot be verified, we reserve the right to automatically ship your order to your billing address or cancel your order at our discretion.
Paypal Payments: In order to avoid delays or cancellation of your order, if using Paypal as your method of payment, we advise you have a VERIFIED account. We reserve the right to automatically cancel orders from non-verified paypal accounts. No exceptions.
Orders are pre-authorized only upon order placement. Your credit card will not be charged until your order has shipped. If for any reason, your order is cancelled, your credit card account will continue to show a "pending" amount. The "pending" pre-authorization amount will automatically drop off your account within several business days, or as per your bank's policy in releasing funds to you.
Orders are processed Monday to Friday only. Orders placed by 10am CST begin processing the same business day, orders received after 10am CST begin processing the following business day. Standard shipping order requests ship within 2-3 business days, but in some instances will ship the same business days if in stock.
Express and Expedited Shipping requests - orders begin processing the same business day if received by 10am CST. Note: Wet goods, including products such as wig shampoo, hair sprays, conditioners, adhesives, etc. do not qualify for Express or Expedited shipping. They are shipped Ground only.
As some styles and colors can at times be on back-order/out of stock, if this is the case with items you've order, you will be notified either by email or telephone. You will have the option of having item(s) shipped upon availability, change a color selection, or cancel your order.
ORDERS ARE SHIPPED DISCREET FOR YOUR PRIVACY
Domestic Orders over $50 Free [promo code: freeship] Not able to be combined with other promotional offers or coupons.
Standard Shipping [5-8 Business Days] - $8.95
Express Shipping [3-5 Business Days] - $30.00
Expedited Shipping [1-3 Business Days] - $42.00
Priority Air Mail Canada - [8-14 Business Days] - $29.95
International Shipments - [Approximately 8-14 Business Days] Shipping and handing fees automatically calculated at checkout.
We operate Monday through Friday 9AM to 6PM Central Standard Time CST. Standard shipping orders require a 2-3 day processing prior to shipment.
We reserve the right to ship to the billing address ONLY if the shipping address provided with order cannot be verified, or in some instances cancel the order.
We are not responsible for delays in order arrival time once your order has shipped. We are the shipper, not the carrier. If there is a delay in order arrival based on carrier, please contact us and we are happy to inquire about the delay, or simply contact the carrier directly yourself.
Please Note: Currently we do not ship to APO or FPO addresses. Shipments to AK, HI, PR, and PO Boxes ship Standard Shipping only.
Regarding International Shipments:
Customer is responsible for any additional duties, taxes or charges that Customs may charge you in your country of origin. Packages exceeding 2 pounds in weight or shipping to remote destinations may require additional shipping fees. You will be notified by email to inform you of any additional shipping charges prior to order processed or shipment.
Due to the nature of the hair industry, non U.S. orders are final sale and do not qualify for return or exchange. The items we sell are quality control checked prior to shipment.
International orders, we recommend using paypal as your method of payment to not delay processing or possible cancellation. Please ensure you check your billing and shipping information for accuracy before submitting your order. No changes to the billing or shipping address will be made once your order is received. Any shipments returned to us an undeliverable based on incorrect address, or shipments returned to us as unclaimed are subject to a 50% restocking fee.
Orders are shipped via UPS, USPS and Fed-Ex. International shipping via Priority Mail International.
To Track Your Order. Upon shipment of your order you will receive an email shipping notification containing your tracking number. Simply click on the link provided in your email to track your order. A signature is required at time of delivery.
EXCHANGES & RETURNS
We understand not every purchase might be perfect in terms of the style or color selection chosen. If in need of a return or exchange please use the link provided to review how to do so. RETURNS and EXCHANGES
Gift Certificates - Purchase:
Gift Certificates are shipped to the purchaser free of charge by first class mail. You will receive a gift card and envelope that will be mailed to your shipping address. If you would like us to fill in the recipient's name, please indicate this in the Additional Comments box at checkout.
Gift Certificates - Redeem:
To redeem a Gift Certificate, simply place the item(s) in your shopping bag you wish to purchase. In the PROMOTIONAL CODE box, enter your gift certificate number and click on the "GO" button to update and your gift certificate apply to your order. Your gift certificate amount will display below item in your bag and any balance due with order. Proceed through the checkout and complete your billing and shipping information, as well as providing your credit card number if any balance is due.
The full amount of the Gift Certificate must be redeemed at time of order. No refunds, cash back, or credit balances will be issued. Items purchased with the use of a gift certificate are final sale.
COLOR SELECTION AND ORDERING POLICIES
As best we can display the color swatches for any of the wig brands we carry on our website, keep in mind, there is simply no way to have any of the colors show as "true to life color or trucolor" as is said. Limitations such as monitor resolutions, lighting you are physically standing/sitting in when viewing swatches, as well as a multitude of other subjective factors such as how colors are seen and viewed by one person's eyes to another's, makes the realm of colors a difficult process in choosing. While we do understand your selecting a color will be everything you'd hoped for or expected upon arrival, we highly recommend purchasing a color ring for the brand and style ahead of time. If you've had the luxury of seeing a style and color(s) in a physical storefront beforehand, then you are a step ahead of most customers. For those of you having not had that opportunity, are purchasing for the first time, or even if seasoned in wearing wigs and pieces, and interested in changing your traditional color, it can still be a daunting process. As restocking fees are part and parcel in the hair industry, not only applicable to you, the customer, but also to us, the distributor(by the manufacturers if we need to request a return or exchange on your behalf), restocking fees do apply. They are not in place as a penalty or way for us to make "extra money," they are our agreed upon policy when you shop with us, are non-negotiable and will not be waived.
ADDITIONAL SHIPPING INFORMATION
HSW Wigs shall not be held liable and will not issue a refund or credit in the case an order's delivery is delayed due to causes with the shipping carrier. This includes any weather delays, natural disasters, holiday schedules, or a carriers rescheduled delivery date implemented at their own discretion.
Orders sent back to us as "refused" or return to sender upon customer's request, please note, when you place an order with us, you are agreeing to acceptance of the merchandise ordered. These order will incur an automatic 50% restocking fee. For any "unclaimed" orders returned to us, you will be contacted to notify and arrange reshipping at your expense. If you do not wish to have your order reshipped to you, a 50% restocking fee will be applied and the remaining balance credited back to your account.
If in the case a returned shipment resulted in an error on our part, the order will be re-shipped to you at no cost.
In the rare case an order should be confirmed as not received or lost, please contact us. We will investigate the order for it's whereabouts in an effort to assist you in receiving it. Claims and investigations can require up to 30-days to complete, depending on the shipping carrier. If the shipping carrier determines the package is lost, we will file the paperwork necessary to request reimbursement of the postage fees. If the order shows delivery and the shipping carrier confirms delivery of the order, if you feel your order has been delivered to the incorrect address or stolen, we will provide you the information necessary in how you file a "Lost Mail" report with them. As we do require Signature Confirmation upon delivery of orders, if instructed and shown that the package was delivered and signed for, we consider it delivered. Any other parties name or signature shown on an order as being the signer in acceptance of the order, would then be investigated for mail fraud, which is a Federal Offence and punishable by law.
CANCELLATION OR CHANGE OF ORDER
Once an order has been placed, it cannot be cancelled or modified. If any mistake was made in the ordering process you will need to wait for your order to be delivered, contact us for an RMA (Return Merchandise Authorization) to send the item back. Restocking fees will not be waived once the item(s) are returned to us.
THEFT AND FRAUD
If unhappy with our products or service, contact us directly. We are happy to work with you to resolve any issue. If we receive a notification of a chargeback or (disputed) charge by your credit card company and you have not shown any effort or willingness to contact us prior to doing so, it clearly indicates to us, you are not willing to allow us to assist in resolution and your actions are under intent of theft. In kind, it then gives us permission to issue you a bill for both your purchase amount and recovery fees of the amount put in place by the credit card company. As the customer, you are responsible for the bill to be settled within 30-days. If the bill is not paid, the bill will be placed with a third-party Collection Agency which then reports the delinquent debt to all major credit bureaus, having a direct effect on your credit rating. Additionally, a police report is filed with your local office in request they place a charge of theft against you. Regretful that this is sometimes necessary, nonetheless, we have achieved favorable results in doing so with transactions customers have made and abused.
Theft and credit card fraud with not be tolerated. If you intend to purchase our products, and then create a false chargeback with your credit card company prior to contacting us to allow an opportunity to assist if an issue with your order, we will in fact follow the process outlined and or YOU WILL BE PROSECUTED.
CHANGES TO POLICY
HSW Wigs reserves the right to periodically make changes to our Store Policy and Returns & Exchanges Policy. Please check back for updates and or changes if you shop with us on a regular basis.