MAIL IN PROCESS

Begin by submitting the Start a Conversation Intake Form and sharing details about your wig or topper along with the services you are interested in.

Please include clear photos of the piece so we can review the condition and determine the scope of work.

Once your submission has been reviewed, you will receive estimated pricing and the next steps for booking services.

All new clients are required to submit our New Client form found on the Become a New Client page. You will be asked to hold a credit card on file. This card is only used if there is a break in the cancellation or final invoice policy. For a complete look at these policies, please see sections below or head over to our Policies page.

All projects are assigned to a service week with an estimated one-week (7 day ) turnaround. You are always welcome to ask when the next available service week is when inquiring about a new service. If you have not received your service week assignment after sharing tracking or a Pay to Wait, please reach out and ask us. Should something beyond our control occur and your project is delayed, you will be notified immediately.

Once you have become a New Client, there are two ways to book your project on the calendar after a consultation, share tracking information or Pay to Wait. If you choose to ship in immediately, you will be given your service week assignment. You can also choose to Pay to Wait, which books your project on the calendar while you hold on to your piece. You will be notified one week prior to your service week to ship in for service. Shipping information and a link to Pay to Wait will be given to you once you have indicated the services you would like to book and have filled out the new client form.

Should your plans change or you decide to cancel your services after booking using either of these methods - you may be subject to a cancellation fee based on the value of of services at the time of booking. Please read our cancellation policy.

The shipping address and instructions will be provided to you once you have completed the new client form.

Clients are always responsible for the cost of shipping and will asked for return shipping preferences once services are completed. We recommend using UPS or USPS with insurance. Please consider insuring for the value of your hair plus the value of services you have booked. Should your hair get damaged or not arrive, your services will be considered cancelled/no show.

All carriers deliver to a locked parcel box. Therefore, signatures should not be required. If you opt for shipping with a signature requirement, leading to a pickup at a carrier facility, a pickup charge will be included in both your estimate and final invoice.

We require you to ship with a tracking number that is shared with us so that we can all be on the same page of its whereabouts.

When packing your hair, please do not include the original wig box, branded packaging, storage box, or other packaging that came with the piece. A satin bag is acceptable for protecting the hair inside your shipping container. Your investment hair will be placed into a bin with your name and notes on it when it arrives.

Finally, put a note in with your name & phone number on it so we know whose hair we have the privilege of working with.

Pay to Wait enables you to hold on to your hair while your place is line is held for you. The Pay to Wait $25 fee is a nonrefundable booking charge that will not be credited on your final invoice. Most likely you have been given a link that has the Pay to Wait fee plus a 25% deposit. This deposit is based on the value of the services you have indicated you would like to move forward with when you chose to wait to ship in. If you received a Pay to Wait without a deposit, you will receive a deposit link to complete your booking for services. Please see the cancellation policy and deposit section for more information.

It is the client’s responsibility for their hair to arrive by the Monday of the service week. If it does not arrive on time, it will be considered cancelled/no show. This includes packages lost in the mail.

Payment of a 25% deposit is required to complete the booking process if you are paying to wait. This amount is based on the minimum value of services you have indicated you would like to move forward with at the time you make a Pay to Wait payment. If you cancel within 21 days of your assigned service week, you will lose this deposit and may be subject to an additional cancellation fee. Please see cancellation policy below.

Once your piece has arrived at The Wig Station, you will be notified that it is safe and sound. Within a few days, your hair will be assessed for services and mapping and to see if your Beauty Technician notices anything else your hair may need now that it can be seen in person. After the full diagnostic check is completed, you will be given an estimate or receive an email with options.

You have two payment options for your final invoice. Credit cards and Zelle payments are accepted. If payment, submission of shipping preferences or a scheduled pickup appointment, along with a signed service agreement are not received within 7 days of the date of “Your Hair Services are Completed” email, your card on file will be charged for the full amount of the estimate. Your hair will be held until shipping preferences have been received and payment has been made on the final invoice for shipping costs.

If the card on file is declined at the time of charge, a 2% late fee will be added to the total invoice amount. This fee will compound weekly for up to four weeks while the invoice remains unpaid. After 30 days past due, the unpaid invoice will be referred to a collection agency for further action.

If you are sending your hair in for a Fill It Up and Repair services, you will receive an email with map/s of the area that was found to be filled in. Many times this email will contain options to chose from based on these maps. Your estimate and service agreement will be based on your feedback. The square inches that will be filled in will be based on these maps. Any area outside of the map/s will not receive service. If you have a concern about any areas outside of the maps, it is your responsibility to bring this information to your technician’s attention. Should you decide to not move forward with services, you will be charged an assessment fee ($35) for the time spent on creating maps and options plus the return shipping cost.

Your estimate is your opportunity to choose the services with which you would like to move forward. If you approve the estimate, this serves as your authorization for The Wig Station to perform the selected services on your piece at the estimated cost. At that time, you will be asked to sign a Service Agreement and, if applicable, pay any required deposit.

Once you reserve a Service Week by submitting tracking information, dropping off your piece, or purchasing Pay to Wait, you are committed to the minimum value of services selected on your approved estimate. Any cancellations, reductions in services, or rescheduling are subject to the Cancellation/Change of Service Policy above.

If an estimate is prepared but not accepted and you choose not to move forward with any services, you will be charged a $35 declined estimate fee, a $20 administrative fee, and return shipping.

Once the services are completed, you will receive an email and text, along with pictures for feedback. You will be asked to fill out the Return Shipping Preferences form, as well as sign a completion of services. Once you have submitted your preferences, you will receive a final invoice which will include the cost of return shipping.

We understand that plans may change while you are waiting for your assigned Service Week. However, once a Service Week has been reserved, significant preparation is made on your behalf. For this reason, the following policy applies to all cancellations, reschedules, and reductions of services.

Within 21 days of the Monday of your assigned Service Week:

• If you cancel, reschedule, or reduce services to less than originally booked, your 25% deposit will be forfeited.

• If a deposit has not been paid, your card on file will be charged 25% of the minimum cost of services booked.

Within 14 days of the Monday of your assigned Service Week:

• Any cancellations, reschedules, or service reductions will result in your card on file being charged an additional 25%, totaling 50% of the minimum cost of services booked.

Within 7 days of the Monday of your assigned Service Week:

• Your card on file will be charged for the remaining balance, equaling 100% of the minimum cost of services booked.

Ship-In Notification:

• Once you have received your notification to ship hair in for services, cancellations, failure to ship, or hair not arriving (“no show”) will result in your card on file being charged 100% of the minimum cost of services booked.
  
  

Once hair services are complete, clients will receive a notification via email and text titled "Your Hair Services are Complete." From the time of this notification, clients have 7 days to submit their shipping preferences using The Wig Station’s Return Shipping Preference Form.

If shipping preferences are not received within 7 days, the card on file will be charged for the full amount of the estimate, and the hair will be held until preferences are submitted and a final invoice for the return shipping has been received and paid.

The Wig Station is not liable for any lost, stolen, or damaged packages, or for any loss of contents, once items have been transferred to a third-party shipping carrier. It is the client’s responsibility to ensure that the shipping address submitted is accurate and complete.

All claims for loss or damage must be filed directly with the shipping carrier in accordance with their policies and procedures. Should a claim be filed, The Wig Station will not reimburse for the cost of completed services or be liable for the replacement of the property that was serviced.

We strongly recommend that clients consider purchasing additional shipping insurance for valuable items to protect against potential loss or damage in transit.

By proceeding with services, clients acknowledge and accept the risks associated with third-party shipping carriers.

All services are nonrefundable. Clients have 72 hours from the time they receive their investment hair to inspect the piece for any faults in service. This time is based on the pick-up appointment or day/time of delivery to client’s address. If a fault is found, the client is required to schedule a drop off appointment or share a tracking number within the 72 hour period. Beyond the 72 hour return period, The Wig Station will not address any faults that may come up after the piece has been under the client’s care. Lessons for caring for your wig or topper are strongly encouraged to make sure that you are handling your investment hair with proper care to ensure the longevity of your pieces and the integrity of the services completed.

Most clients receive service recommendations and estimated pricing after submitting the Start a Conversation form with photos of their wig or topper.

If you would prefer to review your piece together or discuss service options before shipping your piece, you may schedule a Virtual Consultation.

During this session, Molly will review the piece with you, discuss potential service options, and outline the next steps for moving forward.

Virtual consultations take place via Zoom.

Consultation fees are separate from service pricing and are not applied toward future services.

If a client’s communication becomes disrespectful, aggressive, or inappropriate at any point during the process, The Wig Station reserves the right to end the project immediately. In these situations, the project will be considered cancelled, and the client will be fully responsible for the entire estimate amount, all consultation time, and return shipping. No additional correspondence will be provided beyond return confirmation, and no exceptions will be made.

The Wig Station requires all clients to maintain a valid, billable form of payment on file.

By engaging in services with The Wig Station, you authorize us to securely retain your credit or debit card information for the sole purpose of processing charges only in the event of a breach of our Cancellation Policy or Final Invoice Policy.

If your card on file is declined when a payment is attempted, a 2% late fee will be added to the total invoice amount. This late fee will compound weekly for up to four weeks while the invoice remains unpaid. After 30 days past due, any outstanding balance will be referred to a collection agency for further action.

Card information is stored securely and handled in accordance with industry-standard data protection protocols.

Clients are responsible for retrieving their items or providing return shipping instructions in a timely manner.

Items may remain at The Wig Station in the following situations:

• services have been completed and shipping instructions have not been provided
• payment cannot be processed because the card on file is declined
• a client chooses not to proceed with services after leaving their item at the studio

Items remaining in studio storage may incur a storage fee of $10 per day beginning 7 days after notification that the item is ready for pickup or return.

Storage fees may be charged to the card on file once a valid payment method is available.