Our goal is for you to be satisfied with every purchase. We take pride in the quality of the products we sell and offering great customer service is our top priority. If you are not completely satisfied, please follow the guidelines detailed below, and we will be happy to help you to return your purchase. Our goal is your total satisfaction! If for any reason you are not 100% satisfied with your purchase, you may exchange, on most items, less shipping, within 30 days.
We accept exchanges only on all eligible products (see below). We do not sell refurbished or previously owned products, therefore, in order to return these products to the manufacturer, exchanges have a 15% restocking fee.
The same credit card and shipping method submitted with your original order will apply for your exchange order, unless specified otherwise on the exchange note. Any balance remaining after your exchange will be kept as an in store credit. Shipping fee will not be credited or refunded with any return.
We do not re-sell any returned wigs. So we may protect all our customers from any bacteria or odors and you can buy with confidence. Wigs must be in original and perfect factory condition (unaltered, unworn, undamaged, and with tags attached) and in original packaging. Odor-Free (Any odors on the product will render the product ineligible for any return). Item(s) MUST BE returned within 30 days of receiving your original order.
Ineligible Product(s): wigs, hair, hair care products, accessories, liquids, special order items and wholesale orders, magazines and cd/dvd's.
If product(s) have been altered, worn, damaged, or tags/packaging tampered with, products will be ineligible and deemed unauthorized. All electrical appliances carry a full manufacturer's warranty. Please contact the manufacturer for additional information.If your product is ineligible for exchange, we will return the item(s) to you at your cost.Note: If you receive style/color help from our experts and the suggestions are not satisfactory, exchange fees and/or handling fees are not waived. Please choose carefully.
Request For Exchange
Requests for exchange must be made within 30 business days of receipt of product(s). Repackage your item(s) along with the packing slip , and mail it to the address on the form within 30 days of receipt of original shipment. Ship item(s) in a sturdy cardboard box with all original packaging as damaged packages are ineligible for return.
4. Ship all items and forms to address below:
6024 John Douglas Drive
Chattanooga, Tennessee 37421
Shipping Costs on Exchange Shipping charge of $6.95 or more will apply on all exchanges depending on the weight of the package. We ship via UPS or USPS, unless instructions in the exchange package specify otherwise.
Please refer to our shipping page for all information / policies regarding shipping. Packages returned due to insufficient address or unclaimed will not qualify for a refund. This includes any packages that was shipped to the address entered by the customer. We cannot alter any shipping address prior to shipping unless specified by the customer. We can reship at a surcharge or be eligible for store credit only. Shipping charges are not refundable.
Address Change/Update PolicyAny address change request made via e-mail or phone after the order has been processed and duringthe transit via UPS will be charged $10.00 automatically upon customer's request to change or update address.
Lost or Stolen Packages
Hairqueen.com will not be responsible for stolen packages after the merchandise has been confirmed to have delivered according to our tracking system. We will do our best to inquire USPS and UPS to help you assist in retrieving your package. If the package was left by UPS and you do not have your package, please Contact Us immediately for us to start an investigation with UPS. They will complete the investigation within 7 business days. We will reship the package at this point by requiring signature for the replacement. Hairqueen.com will not reship any replacement package without the completed investigation by UPS.
Risk Of Loss
Hairqueen.com makes every effort possible to prepare and ship out items in a timely manner. Once item(s) leave our warehouse, risk of loss is passed on to the purchaser and we cannot be held responsible for any items that have yet to arrive in customers possession. We will be glad to prepare a case with the United States Postal Service in order to have them investigate where the item is. The USPS will then contact customer and will do its best to resolve the situation. We cannot be held responsible and will not be able to refund or send a replacement due to loss, stolen packages, or late arrivals.