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Customer Service

Shipping & Delivery 

Model Lace Wigs and Hair provides an efficient and punctual shipping service. All orders are processed daily, except Sundays and Tuesdays. Orders for in-stock products placed Monday through Saturday by 1:30pm PT will be shipped the same day (Excluding Tuesdays). Orders placed on a Sunday, Tuesday or holiday will be shipped the following business day. We will notify you with an estimated delivery time for products not available at our U.S. facilities.

Shipping Options:

Next day shipping: 1 business day
Priority Shipping: 2 - 3 business days
Standard shipping: 3 - 5 business days
(All shipments over $100 will require a signature.)

Special Offer: 

All purchases of $300.00 and greater receive free Priority Shipping: 2 -3 business days. A signature will be required upon receipt. (Valid for U.S. addresses only)

Address Verification 

In some cases, orders that are shipped to an address that is not authorized by the credit card issuer are subject to delays, verification emails/phone calls and/or cancellation. Additionally, in some cases orders that are shipped to an address other than the authorized billing address are subject to delay and verification. In situations where we cannot authenticate the validity or an order that order will be canceled.
International Shipping

Orders for shipment to an address outside the United States are mailed using International Priority Mail. International shipments must clear customs. It is the customer’s responsibility to understand the requirements for customs clearance for their destination and to arrange for any permits or special paperwork that may be required. All applicable custom fees, taxes, and duties are the sole responsibility of the customer. Customs authorities require that we state the value of your order directly on your package. It is at the sole discretion of customs agents to release your package. Note, in rare occasions, custom agents may delay delivery of some packages For international orders please allow 15-20 business days for delivery.

Pre-Ordered Items

Pre-order items cannot be shipped at the time an order is placed but will ship at a later date. When a pre-order item is selected, we will provide you with an approximate shipping date.  Each item may have a different delivery time. Custom Orders take anywhere from 3 to 8 weeks for delivery. 

Shipping Delays

We recommend that you place orders in advance to allow for unanticipated delays that are beyond Model Lace Wigs and Hair's ability to control. We are not responsible for late shipments due to holidays, inclement weather, natural disaster, incorrect address, failed delivery, or carrier delays. If your package is delayed for any of these reasons, we will not offer a refund of shipping charges. If you have any questions or concerns please contact us.

Lost Shipments

Please track your order to confirm the estimated delivery date. Please allow up to 48 hours following the estimated delivery date to submit a Lost Shipment Claim. We will contact the mail carrier to search for your package. The mail carriers investigation can take 8-10 business days. If it is determined that your shipment has been lost, a replacement will be sent immediately at no cost to the customer following the completion of the mail carrier’s investigation.

Failed Deliveries and Incorrect Shipping Addresses

Please be sure to provide the correct and complete mailing address for your order. Include the full street name, apartment number, and zip code. If the mailing address is incorrect or incomplete your order will be either delayed or returned to Model Lace Wigs and Hair. If an order is returned, the customer is responsible for all cost associated with reshipment. If an address correction is needed after an order has been submitted, you will be assessed a $15 fee to cover the charges related to processing incurred by Model Lace Wigs and Hair from mail carriers.

Privacy & Security
 
We respect the privacy of our customers and encourage you to read our Privacy Policy Statement so that you may make an informed decision about using our site. 
 
Returns & Replacements

FREE one time exchanges on stock wig orders not including shipping charges. Any further exchanges on the same transaction will inccur a re-stocking fee.

We want you to love your purchase. But if you are not completely satisfied, you may return your purchased merchandise from modellacewigsandhair.com within 7 days from the date received for a partial refund. All returns will incur a 20% restocking fee, no exceptions. Due to the nature of our products once an item is returned to us it is no longer considered new and must be cleaned, sanitized and discounted for sale. 

Custom order canceled after 24 hours, will incur a 50% cancellation fee. We work fast this covers our purchased supplies and hired wig makers cost.

All merchandise returned to our online returns address must be in unused, unworn condition with all tags attached and must be accompanied by the packing slip from the original shipment,

We do not accept returns or exchanges for custom hair orders, glues, adhesives or tapes.

The shipping carrier you use to return merchandise (UPS, FedEx, USPS) is up to you, but we strongly suggest choosing a method that provides tracking and insurance as modellacewigsandhair.com is not responsible for lost return packages.

Refunds will be made to the original form of payment for all returns, including items received as gifts. If your order was purchased through PayPal, the PayPal account will be credited for your return.

Please allow 1-2 weeks from the time you ship your package for your return to be processed. We’ll email you to confirm that it’s complete. You can always contact us at any time should you need assistance: sales @ modellacewigsandhair.com

Shipping and handling charges will not be refunded.*

 
Payment, Pricing & Promotions 

Payments

We Accept Payment via Major Credit Cards – Visa, Mastercard, and American Express. We also accept Paypal, money orders, bank wire and Western Union. Our checkout process is encrypted with a 128-bit SSL certificate. This ensures all sensitive data, such as credit card information and billing/shipping address be processed securely without any compromising factors.

What is SSL?

SSL is short for Secure Sockets Layer, a protocol developed by Netscape for transmission of private and sensitive materials via the Internet. SSL uses a cryptographic system that utilizes two keys to encrypt data - a public key known to everyone and a private key known only to the recipient of the message.

Taxes

Sales tax of 8.1% will be charged to items shipped to the state of Nevada.

Promotions & New Products

Promotions and NEW products will be available time to time on our website, you will also be notified via Email if you registered to our Newsletter.

 
Viewing Orders

It's easy to check the status of your order! Just visit online My Account and sign in with your Model Lace Wigs and Hair username and password to get a summary of any orders placed online. You'll see your order number, the date the order was placed, the status of the order, order total, the shipping method, and package tracking information for items that have shipped. If you placed your order over the phone you can check your order status by contacting one of our customer services specialists at 1 (702) 435-3769 or emailing Customer Support.

Order status messages

Commonly used order statuses include:

  • Pending - We've received your order. If it showing a pending status you may still have the ability to change or cancel the order.
  • Processing - Your items have already been prepared for shipment and cannot be changed by our customer service department. We'll send you an email when your item(s) have shipped.
  • Shipped - We've shipped your order using the shipping method you selected. You can track your shipment from online My Orders.
Updating Account Information
To change your account information, log into your account. Once you enter your login information you will be brought to your account page, which has a sidebar menu to the left of the screen under the heading “MY ACCOUNT”. 
  • To change the way your name appears or your email address, click on the tab in the sidebar menu that says “Account Information”. 

  • To change your billing or shipping address click on the tab in the sidebar menu that says “Address Book”. This will bring you to your address page, where you will have the options to click on “Edit Address”, “Delete Address”, or “Add Address”. 

  • To subscribe or unsubscribe to the Model Lace Wigs and Hair newsletter, click on the tab in the sidebar menu that says “Newsletter Subscriptions”, where you will have the option to subscribe or click the box which says unsubscribe.