Shipping, Ordering & Payment Policies

standard shipping

• Estimated delivery: 3 to 7 business days.
• Ships primarily via USPS; some orders may ship via FedEx at no additional charge.
• Delivery timeframes are estimates and not guaranteed.

FedEx 2-Day Air

• Estimated delivery: 2 to 3 business days.
• Orders placed by 12:00 PM CST are typically shipped the same business day. When shipped same day, most 2-Day Air shipments arrive within two business days, though occasional carrier delays may occur.
• Business days are Monday through Friday. 2-Day delivery does not include weekends or holidays.
• FedEx does not guarantee two-day delivery. Shipping refunds are issued only if the carrier reimburses us.

FedEx Overnight

• Estimated delivery: 1 to 2 business days.
• Orders placed by 12:00 PM CST are typically shipped the same business day. When shipped same day, most Overnight orders arrive the next business day, though occasional carrier delays may occur.
• Business days are Monday through Friday. Overnight delivery does not include weekends or holidays.
• Overnight delivery is not guaranteed by the carrier. Shipping refunds are issued only if the carrier reimburses us.

wig shipping options

Expedited wig shipments follow the same FedEx 2-Day Air and Overnight guidelines outlined above, including business-day delivery schedules and carrier non-guarantees.

expedited wig orders

When an order includes multiple wigs from different designers, each designer ships from a different location. To keep shipping costs fair and predictable:

• Each order includes one expedited shipment total (if an expedited method is selected)
• The most expensive wig will ship using the selected expedited method
• Any additional wigs from other designers will ship separately via standard shipping
• If all wigs on your order need to ship using an expedited method, please contact us before placing your order so we can review options and any additional shipping charges. Any non-wig items included on a wig order will ship separately via standard shipping, even if expedited shipping is selected.

standard shipping

• Typical delivery: 3 to 7 business days (estimated)
• Orders may arrive in separate packages if items ship from different manufacturers

expedited shipping & exceptions

When an order includes multiple mastectomy products from different manufacturers, items ship from separate fulfillment locations. To keep shipping costs fair and predictable:

• If an expedited shipping method is selected, the most expensive mastectomy product will ship using the expedited method
• Any remaining mastectomy products or other items will ship separately via standard shipping
• Each order includes one expedited shipment total
• If you would like all mastectomy products on your order to ship using an expedited method, please contact us before placing your order so we can review available options and any additional shipping charges.
• Expedited mastectomy shipments follow the same FedEx 2-Day Air and Overnight guidelines outlined above, including business-day delivery schedules and carrier non-guarantees.

additional notes

• Orders with multiple brands may arrive in separate packages and include multiple tracking numbers
• Delivery timeframes are estimates and not guaranteed

customs, duties & refused international shipments

• International orders may be subject to customs duties, taxes, or brokerage fees, which are determined by the destination country and are the responsibility of the recipient.
• Customs requirements and fees vary by country and may change without notice, and we’re unable to predict or control how long customs processing may take.
• If customs charges are not paid, the carrier may hold the shipment or return it to us.
• Refusing to pay customs charges does not cancel the order or eliminate these fees.
• Customs charges are assessed by the destination country. If they aren’t paid and the package is returned, any return shipping or customs-related fees are deducted before a refund can be considered.
• Some international shipments may require the recipient to pick up or release the package through customs before delivery can be completed.
• Customs holds and pickup delays can significantly extend return transit time. If an international wig is returned outside of the stated return window due to customs delays or non-pickup, it may no longer be eligible for return or refund.
• Return eligibility is based on the date the item is received back by us, not the date it was held at customs.
• Refunds can only be considered after a returned package is received back by us and inspected.
• Shipping charges, return shipping fees, and any customs-related charges may still be deducted from any applicable refund, even if a package is refused or not picked up.

delays before shipping

If an order is delayed due to backorder or processing issues, we’ll contact you as soon as possible. In some cases, shipments may be placed on hold until next steps are confirmed.

delivered but not received

If a shipment is marked as delivered by the carrier, delivery confirmation serves as proof of delivery. While we’re unable to automatically replace or refund orders that show confirmed delivery, we’re happy to provide tracking information and documentation to support you while you work directly with the carrier to investigate.

We understand how upsetting missing packages can be. For added peace of mind, customers may request signature-required delivery at checkout (additional fees may apply), and we also reserve the right to require a signature for certain shipments.

If you believe a delivery confirmation is incorrect, the carrier must be contacted directly, as they maintain access to driver GPS scans, route logs, and local delivery records necessary for investigation.

In limited cases, a discounted replacement may be offered as a one-time courtesy at our discretion. Courtesy replacements are not refunds, are not guaranteed, and do not constitute an exception to this policy or establish precedent for future claims.

carrier follow-up

• Delivery investigations must be initiated by the recipient with the carrier.
• Once a shipment is marked as delivered, the carrier is responsible for delivery confirmation and local investigation.
• Delivery investigations require access to driver route details, GPS scans, and delivery records, which are available only to the carrier and the recipient.
• For this reason, customers must contact the carrier directly if a delivery confirmation appears incorrect or a package cannot be located.
• We’re happy to provide tracking information and support as needed.

replacements for delayed deliveries

This applies when tracking has not confirmed delivery. If a package shows as delivered, see delivered but not received above.

• Domestic orders: Reviewed after 21 days without delivery confirmation
• International orders: Reviewed after 30 days
• Once a replacement is sent, the order is closed. It is no longer eligible for return, exchange, or refund.
• We track original shipments that have been replaced.
• If both the original order and the replacement reach you and you would like to keep both, that is fine. The extra items will be billed to the payment method on your order.
• If you would rather send the duplicate back, contact us before you open it. Refusing the package is the simplest way, and it is fine if it takes a while to reach us.
• If it is already open, let us know and we will send a return label.

refused shipments

• We do not recommend refusing delivery, as it does not speed up or simplify the return process and can lead to significant delays.
• Refused shipments are treated as returns, and all standard return rules, including fees and timelines, still apply.
• Refusing delivery does not bypass restocking fees, return eligibility requirements, or shipping charges.
• Because carriers control return routing, refused packages may take weeks or months to return and may fall outside the return window, which can affect refund eligibility.
• Refunds or credits can only be considered after the item is received back and inspected.
• For the fastest and smoothest return process, we recommend accepting delivery and initiating a return instead of refusing the package.
• The exception is a duplicate shipment we have asked you to refuse. In that case refusing the package is the simplest way to send it back.

reporting delivery issues

• Any shipment believed to be delayed, lost, misdelivered, or not received must be reported to us within 30 days of the shipment date.
• Carrier tracking data and delivery records are time-sensitive. After 30 days, tracking details may no longer be available, and we are unable to initiate delivery investigations or review claims related to non-delivery or delayed receipt.
• Failure to report a delivery issue within 30 days of shipment may result in the order being ineligible for replacement, refund, or return consideration.

important note for manufacturer-fulfilled & drop-shipped items

• Some items ship directly from manufacturers or third-party fulfillment partners. Refused shipments for these items may not always return through the proper return channel or be traceable once returned.
• If a refused manufacturer-fulfilled or drop-shipped item cannot be properly identified or credited by the supplier, a refund or credit may not be possible.

address errors & undeliverable packages

Please double-check your shipping information before placing your order.

• Orders ship to the address provided at checkout, and customers are responsible for ensuring that shipping information is complete and accurate.
• Requests for address changes are not guaranteed.
• Packages returned due to incorrect or incomplete addresses incur carrier return fees.
• For security reasons, some orders may be required to ship to the billing address on file, even if a different shipping address is requested.
• Original shipping charges are non-refundable.

fulfillment errors & product defects

If your order arrives with a fulfillment error or defect, please notify us within 3 days of delivery. Items must be unworn and unwashed to qualify for review. Claims reported after this timeframe are not eligible for refunds, exchanges, or store credit.

payment methods

We accept Visa, Mastercard, American Express, Discover, PayPal, bank wire transfer, gift certificates, and store credit.

payment verification & method restrictions

All credit and debit card payments are subject to verification and approval. We reserve the right to decline, cancel, or limit payment methods for any order or customer based on our internal payment verification standards. Alternative payment options may be offered at our discretion. We’re unable to provide details regarding individual payment review outcomes.

wire payments

If a card payment cannot be approved through our standard process, we may offer the option to pay by bank wire transfer or cancel the order, whichever you prefer.

chargebacks

Please contact us before filing a dispute. Chargebacks freeze funds, delay resolution, and incur fees. Customers who file chargebacks may no longer be eligible to place future orders.

currency

All prices are listed in U.S. dollars. Currency exchange rates are determined by your bank or payment provider.

gift certificates & store credit

Gift certificates and store credits are valid for 2 years from issue date and are non-refundable and non-transferable.

how to place an order

• Online via our secure checkout
• By phone: 1-800-264-HATS (4287)
• By mail using our printable order form

cancellations & changes

• Orders cannot be canceled once they are placed.
• Items cannot be removed from an order after checkout.
• Because orders begin processing immediately, changes are not guaranteed and do not pause fulfillment.
• In limited situations, certain changes, such as adding an item, updating a shipping address, or adjusting a color, may be possible depending on the stage of processing, but cannot be guaranteed.
• If a requested change cannot be completed before processing is finalized, the order will ship as originally placed.

using a code

• Promotions are applied with a code. The code must be entered in the cart before the order is placed.
• Codes cannot be applied retroactively. A code that was not entered before the order was placed cannot be added afterward.
• Codes and promotions cannot be combined. One per order.
• Codes expire at 11:59 p.m. CT on the date stated with the offer, and each offer has a limited number of uses, issued first come, first served.
• Promotions do not apply to eyebrow products. Codes will not work on those items.
• Codes do not apply to wholesale orders.
• Some offers include sale merchandise and some do not. The terms shown with the offer say which.
• Gift card purchases and tax do not count toward an order minimum.
• The current offer, including any order minimum and the code to use, is shown with the promotion.

free shipping promotions

• Free shipping is standard shipping only, to one address. Expedited methods are not included.
• The 48 contiguous United States only. Alaska, Hawaii, U.S. territories, APO and FPO addresses, and international orders are not eligible; shipping to those destinations is quoted at checkout.
• Orders containing a mastectomy item are not eligible, because those products ship directly from the manufacturer rather than from our warehouse.
• If a return brings an order below the minimum, the order no longer qualifies for the promotion, and the shipping cost is deducted from the refund rather than billed separately.