Company Policy
By accepting delivery of any product ship out from Hairwigharlem.com, you the customer agree to be bound by the terms and conditions listed in its company policy, company FAQ, and privacy policy.
- Order Processing Time
- The times are basically in business days(Monday to Friday, excluding national holidays). For overnight, 2-day shipping and 3-day shipping orders received before 9 AM EST Monday to Friday(except holidays) will begin to process the same day. Orders received after the cutoff time will begin to process the next business day. Please note that all orders, including express orders, may take 2 to 4 business days of processing time before being shipped out.
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Changes to Orders
Please Note: 1. HairWigHarlem.com reserves the right to refuse or deny any request to change or modify any order.
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Changing Shipping Address & Method
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You may request to change your shipping address or shipping method once you submit your order. We cannot guarantee that changes can be made, so please be sure to review your order before placing it. HairWigHarlem.com will not be responsible if you enter an incorrect shipping address and your package is shipped to another person/address and cannot be recovered.
- To make changes to your shipping address or shipping method, contact us at 1(212)866-1101 or 1(212)866-1110 during HairWigHarlem.com Customer Service hours Monday-Friday 10:00am–6:00pm(EST). Please, have your order number ready for better assistance. (PLEASE NOTE: We DO NOT accept any order changes/corrections via E-MAIL)
Cancelation
Please Note: HairWigHarlem.com reserves the right to cancel all orders that a “Final Notice” has been made to and no response was received from the customer by deadline given.
- Shipping & Delivery
- HairWigHarlem is offering FREE SHIPPING on any online purchase over $47 to the contiguous states.
- We are not responsible for shipping delays caused by weather or natural disasters.
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Continental US Shipping – UPS, USPS, FEDEX
Choose able shipping date or regular ground shipping (4~10 business days)
No deliveries will be made on weekends or holidays
UPS does not deliver P.O address. The United States Postal Service ship for all Military Orders and P.O.Box shipping addresses. (Millitary Locations will Ship via USPS Priority Mail) If your delivery address is P.O address, please contact us.
Continental US Shipping – UPS, USPS, FEDEX
- International Orders
- HairWigHarlem.com is pleased to announce that we are now accepting orders from and ship to a variety of International Countries. For a complete list of availability, please see "List of Available Countries." However, many exceptions/additions to our ‘Company Policy’ may apply to International Orders. Please see below :( This policy is effective from 07272012).
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- International Customer can ONLY use PayPal or Wire Transfer (Customers in Canada can use a Credit/Debit Card) as a method of payment for any order placed with HairWigHarlem.com.
- International Customers ARE responsible for and MUST PAY any Duties/Customs Fees.
- Free Shipping promotions DO NOT APPLY to International Orders.
- All item(s) are FINAL SALE. HairWigHarlem.com WILL NOT accept any item(s) for Exchange/Return from any International customer unless the customer pays for the shipping both ways. (Please See: Return Policy & Agreement)
- Any packages that are returned back to the sender or the delivery of a package is refused, customers payment WILL BE refunded with the cost of the returned package charge DEDUCTED from the original payment. (Please See: Delivery Refused/Returned to Sender Package)
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Shipping Methods
International orders may ONLY ship via the following methods:
FedEx Express International Priority
- 1-6 Business Days + Processing Time
FedEx Canadian Ground (Canada Only)
- 2-6 Business Day + Processing Time
Refer to WWW.FEDEX.COM -
List of Countries Available
- Albania
- Algeria
- Andorra
- Anguilla
- Antigua & Barbuda
- Argentina
- Armenia
- Aruba
- Australia
- Austria
- Azerbaijan
- Bahamas
- Bahrain
- Bangladesh
- Barbados
- Belarus
- Belgium
- Belize
- Benin
- Bermuda
- Bosnia-Herzegovina
- Botswana
- Brazil
- Bulgaria
- Burkina Faso
- Cambodia
- Cameroon
- Canada
- Cape Verde
- Cayman Islands
- Chile
- China
- Colombia
- Cook Islands
- Croatia
- Cyprus
- Czech Republic
- Denmark
- Djibouti
- Dominica
- Dominican Republic
- East Timor
- Egypt
- El Salvador
- Estonia
- Fiji
- Finland
- France
- French Guiana
- French Polynesia
- Gabon
- Georgia
- Germany
- Ghana
- Greece
- Grenada
- Guadeloupe
- Guatemala
- Guinea Bissau
- Guyana
- Haiti
- Honduras
- HongKong
- Hungary
- Iceland
- India
- Indonesia
- Ireland
- Israel
- Italy(Temporay not available)
- Ivory Coast
- Jamaica
- Japan
- Jordan
- Kazakhstan
- Kenya
- Korea
- Kuwait
- Latvia
- Lebanon
- Lesotho
- Lithuania
- Luxembourg
- Macao
- Macedonia
- Madagascar
- Malaysia
- Maldives
- Mali
- Malta
- Martinique
- Mauritius
- Mexico
- Moldova
- Mongolia
- Montserrat
- Morocco
- Mozambique
- Namibia
- Nepal
- Netherlands
- Netherlands Antilles
- New Zealand
- Nicaragua
- Norway
- Oman
- Pakistan
- Panama
- Papua New Guinea
- Paraguay
- Peru
- Philippines
- Poland
- Portugal
- Puerto Rico
- Qatar
- Romania
- Russia
- Rwanda
- Saint Kitts And Nevis
- Saint Lucia
- Saudi Arabia
- Seychelles
- Singapore
- Slovak Republic
- Slovenia
- Solomon Islands
- South Africa
- Spain
- Sri Lanka
- Swaziland
- Sweden
- Switzerland
- Taiwan
- Thailand
- Togo
- Tonga
- Trinidad & Tobago
- Tunisia
- Turkey
- Turkmenistan
- Turks & Caicos Island
- Uganda
- Ukraine
- United Arab Emirates
- Uruguay
- Uzbekistan
- Vanuatu
- Venezuela
- Vietnam
- Zambia
- Virgin Islands (British)
- Virgin Islands (U.S)
Shipping Rates
Please note that shipping rates are subject to change at any time. And all shipping costs include handling and may be subject to state tax.
Shipping Charges
Please Note: Customers are responsible for and MUST pay the shipping cost:
- 1. To Ship any item(s) back to HairWigHarlem.com for an Exchange/Return.
2. The shipping cost for HairWigHarlem.com to ship any Exchange item(s) back to Customer.
3. The shipping cost for HairWigHarlem.com to return any item(s) found not to be in good condition and is refused for Exchange/Refund.
4. The shipping cost for HairWigharlem.com to reship any Refused/Returned to Sender package back to the Customer.
5. The shipping to send any item or package back to us for any reason(except for approved defective item(s)) and the shipping cost for HairWigHarlem.com to send any item(s) back to the customer for any reason.
Shipping Confirmation Emails
Our systems will send you an automated shipment confirmation email when we have finished processing your order and our transportation partner has picked it up for delivery, at which point the shipment method timeframe you have selected will commence. Please note that our transportation partners do not process orders on the weekend. Therefore, if you place an order after the cutoff time on Friday, you may experience a delay between your shipping confirmation e-mail and the actual shipment of your order.
Shipping Carriers
Orders shipped via standard shipping will be shipped via the UPS. Unfortunately, there is no way to guarantee that your order will be shipped via a specific method when you choose standard delivery.
Please note when using expedited shipping methods we cannot request or guarantee delivery by a specific time. Generally UPS will deliver your package by 8PM on the estimated date of delivery.
Eligibility of Free Shipping
Free shipping offer is limited to UPS ground shipping only. Free shipping offer not valid for AK, HI, or P.O. Boxes. Free shipping is determined by the merchandise total after discounts are applied. Certain items are ineligible for Free Shipping. The minimum purchase required for Free Shipping, and free shipping doesn't apply to gift certificates, bulk orders, orders over 20 pounds, applicable shipping charges or sales tax. Also Free shipping doesn't apply to backorder, preorder, heavy or oversize items. If you have one or more ineligible items in your cart, you will be asked to remove the item(s) if you wish to qualify for free shipping.
If you have purchased over $47 worth of products and some items are out of stock before packaged and delivered, which makes the total less than $47, you will be contacted by the customer service team for the permission to continue with the order and to let you know that you will be charged for shipping(the amount varies on quantity and weight).
Weekend Delivery
Expedited orders shipped via UPS (overnight, 2-day, and 3-day) are delivered Monday to Friday only. Delivery is not available on weekends.
Risk of Loss
All items purchased from HairWigHarlem.com is made pursuant to a shipment contract with our carriers. This means that the risk of loss and title for such items pass to you upon our delivery of your order to the carrier. Please note that we can only begin to investigate lost orders shipped via standard shipping once 10 business days have passed since the date of shipment.
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Same Day Shipping Items
Privacy & Security
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Privacy
HairWigHarlem’s policy is to respect and protect the privacy of our customers. We do not, and will not sell, or share in any way, any information to any outside parties. We only use information from the customer(s) to process their order(s). Strict guidelines are applied to in order to keep your personal information private. In an effort to provide the best service to our clients, HairWigHarlem.com periodically sends out special offers and discounts via email. At any time you may unsubscribe to our notices by sending an unsubscribe email to info@hairwigharlem.com
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Security
- Return Policy & Agreement
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- General Return Policy
- For all returns, please download RMA Form*. fill everything out, and send returning item(s) with all documents and a copy of receipt. (If the RMA Form is incomplete, we may not process return process.)
- Email at cs@hairwigharlem.com for returns. If it is sent to other email address (Info, order or etc…), we are unable to assist or reply you.
- Returning item(s) should be postmarked by the 14 calendar days of the date when you received the order.
For instance, if you received your package on January 02, 2012, the returning item should be postmarked by January 10, 2012.- If you send item(s) after 14 calendar days, we DO NOT process return and we may refuse the package to you. We are also not responsible for late return item(s).
- Products not eligible for returns will be sent back to you at your expense, or will be processed as a Refund. Factors that deem products unacceptable for exchange are:
- 1. Any products without a valid RMA form
2. Any product that is returned without all original packaging and accessories, including the original bag, papers, tags, strings, and all other items originally included with the product
3. Any product that has been altered or damaged by the customer or the carrier
4. Any product that shows signs of wear, or not in brand new condition
5. Any product dated shipped after the exchange/return period
6. Any product returned without the original invoice
**Any products with one or more conditions listed above will not be eligible for Exchange process. They will automatically be processed as a Refund.
- Refunds - Determination of Processing Fee
- All Refunds are subject to a 20% ~ 70% Processing Fee. The Processing Fee is determined by the condition of your return item.
- Hairwigharlem reserves the right to establish a Processing Fee after inspecting your return items. The Processing Fee is non-negotiable.
- Rates
- 1. Original Condition: 20% Processing Fee
2. Damaged Package (30% up to 50%): Bent/ Crushed/ Wrinkled/ Twisted/ Torn off/ Cut
3. Damaged Product (40% up to “Not Returnable”):
- Not Returnable: Altered/Chemical Product Applied (Glue, Dye, etc.)
- 60% to 70% - Brushed/ Fingered/ Torn Off
- 40% to 50% - Worn/Odor (Perfume, Hair Spray, Smoke, etc.)/ Tangled, Loosen Curl
- 4. Missing Materials (30% up to 40%): Outer Box/ Tag / Label/ Tissue Paper/ String/ Holder/ Hairnet
5. Etc. (30% up to 70%): Products may be deemed defective due to unlisted reasons
- If more than two of the above reasons apply to your return item’s condition, the Processing Fee will be determined by the reason with the highest percentage. The percentages will not combine.
- If your returned item is determined as “not returnable,” here are the options for not returnable items(s):
- 1) Pay for shipping fee to have us send the item back to you
2) Place a new order and get it back with new order (Customer should email or call us and let us know the new order number. If you fail to notify us of your new order, the order may ship out without your return items.
- All returns must be shipped within 14 calendar days from the delivery date. Any return packages sent after the return period will not be accepted.
- Final Sales: No refunds, no exchanges, no replacements, no returns applies to the following items:
- - Hair, skin, and personal products, cosmetics, nail polishes, fashion accessories, electrical appliances, clearance and promotional items
- Discount coupon codes or promotional codes are not applicable to any exchange order difference.
- "Delivery Refused"/"Return to Sender" Packages
"Delivery Refused"/"Returned to Sender" packages will not be subject to the Processing Fee which is standard for all Returned items, as long as the package was not opened, tampered with or damaged by the customer; however, they will all be charged/deducted any Shipping charges incurred.
Customer(s) who Refuse to accept the delivery of their package from the carrier and Customer(s) whose package was 'Returned to Sender' will only have two(2) options(unless otherwise informed/approved by a HairWigHarlem.com Representative):- 1. Once the package arrives back to us, the Customer can pay for the shipping cost(the actual shipping rate, not the discounted rate provided on the website when placing order) to have the package reshipped back to them (Please Note: Shipping cost MUST be paid even if the order originally qualified for free shipping). OR
*** Most carriers usually make three(3) attempts to deliver, please make sure to respond to any notices left by carrier and track packages for the status to avoid any inconveniences of having your package returned. ***
2. Once the package arrives back to us, the Customer can request a refund. (Please Note: All refunds will have any shipping cost paid, either by customer or HairWigHarlem.com, deducted before being issued.)- Refund
- All Refunds are subject to a 20% to 70% Processing Fee. The Processing Fee is determined by the condition of your return item. Please see Determination of Processing Fee for details.
- The Refundable amount will be issued back to the original form of payment.
- Steps for Refund
1. Download RMA Form, fill everything out on the form.
2. Make a copy of your original invoice. (A copy of the original invoice must be included in the box.)
3. Send returning item(s) to Hairwigharlem.com
- Once your RMA form is complete, box up the items you are returning along with the form and the copy of the original invoice, and CLEARLY write the RMA number on the box. (If the RMA Form is incomplete, we may not process return process.)
- Send it to:
317 W 125th St
3rd Fl
New York, NY 10027 -
*We recommend using a delivery service that offers package tracking and basic insurance coverage.
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4. Your package is received...
- You will receive an email with the refundable amount. Please keep in mind that this process may take up to 30 business days. A 20%~70% Processing Fee will be determined by the condition of your item(s).
- Some return products may be charged higher/highest processing fee depending on the condition of the return product upon inspection. For information on how the processing fee is determined, please see Determination of Processing Fee.
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Exchange
Same day shipping Item Orders placed before 3:00 P.M. Eastern Standard Time (Monday - Friday) will ship the same business day. The Orders placed after 3:00 PM EST will be shipped out the next business day. Orders may be delayed when combining items that are not same day shipping items.
Protecting your order information is a priority for us at HairWigHarlem.com. We make every effort to protect your online order information by using Secure Sockets Layer (SSL) technology and hosting our site in a highly secured environment. Communications between your browser and HairWigHarlem’s secure server encrypt your confidential information during transmission, ensuring that your purchase stays private and protected. This site has security measures in place to protect the loss, misuse, and alteration of the information under our control. HairWigHarlem.com employs sophisticated encryption and authentication technologies so that every transaction you make with us online is secure. We employ SSL (Secure Sockets Layer) encryption to protect the information you send to us, and our Digital ID from Alpha SSL. allows your server to verify HairWigHarlem.com's Internet identity every time you visit our site.
**Any products with one or more conditions listed above will not be eligible for Exchange Process. They will automatically be processed as a Refund. Please see Refund Policy
317 W 125th St
3rd Fl
New York, NY 10027
If you received defective item(s) from us, you must contact customer service department via Email at cs@hairwigharlem.com.
* Steps
(Please note, you must email and send us a defective item within 14 calendar days from the date of delivery)
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Email Template for claim 1) Order # : 2) Customer’s Name : 3) Item Information to claim as defective : Company/ Product Name/ Color or Length/ Quantity (Respectively) 4) Description of defective part on the item (Please specify) 5) Please attach pictures when emailing us. : Pictures of defective part (front, both left and right side, back and defected part(s) to begin the Claim of defectiveness) |
2) When the item is possibly defective, you will be given a Return Label.(Getting a Return Label does not mean that your defective claim has been proven.)
3) Fill RMA Form and Inspection Request Agreement Form out. (Inspection Request Agreement Form will be sent out from us via Email.)
4) Attach a RMA Form, Inspection Request Agreement Form and a copy of your original receipt with the defective item(s) in a box and send them to us. (Please send it to us within 14 calendar days. Otherwise, item(s) may be returned to you at your expense.)
5) We will contact you with an inspection result via email.
If your package or shipment is lost, please first contact your shipping carrier. Call or go visit your shipping carrier and provide them with the tracking number of the order. Let them know about the missing mail package and the package details and description so they can look within their establishment. Keep checking back in with them in case the package shows up. The United States Postal Service office's general phone number is 1-800-ASK-USPS. For UPS Customer Service phone number 1-800-742-5877. For FedEx customer service is 1-800-463-3339. To obtain a lost shipment form please contact Customer Service 212-866-1101 or 212-866-1110.
- Free Gift
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- Limit one per customer and not transferable / exchangeable
- Not valid on previous purchases
- Cannot be combined with any other offer
- No cash/credit back
- At checkout, you SHOULD enter PROMO CODE
- Receiving a Refund
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In case of a refund, the payment will be issued back to the original payment method and it may take up to 7-10 business days for the payment to be processed.
- For exceptionally LEG AVENUE Items
It will accept returns for items that were delivered damaged or that were not included in a customer’s order at no charge, subject to the following conditions. Unless otherwise specified, all claims for discrepancies or damages must be made within ten (10) days after the item shipped. Claims on all sequined or beaded garments must be made with five (5) business days of the invoice date. Claims on all Halloween items shipped after July 1st must be made by Leg Avenue’s close of business on the second Friday of November that year. Closeout items are not subject to return because they are purchased “as is” at a significant discount. No claims will be accepted on used goods or on goods damaged after their receipt by the customer.
Payment and Bulk Order
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Payment
Acceptable Payment Method
Bulk Order
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For any order that the product amount is greater than $1000 you will receive up to 10% discount
Please note that any purchases made during the promotional discount period or sales, the Bulk Order discount will not apply.
For example, on a $1000 order, you have received 30% summer sale discount, which saved you $300. However, the Bulk Order discount cannot be combined with any other offers.
Declined Credit Card Transactions
- For any declined card transactions, please note that no money was withdrawn from your accounts and is only a temporary hold which takes 5-7 business days to be transferred back to your account.
- Viewing Orders
- E-mail or Phone Call, Account to check it
- Updating Account Information
- To update your account information, please let us know by modifying your preferences in the "My Account" section.
Last updated on April 1, 2013