New Client Booking
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.

Book a Virtual Consultation
A consultation is the best way for us to look at your piece together and determine the best path for service with your budget in mind. A free 15 minute consultation is offered per piece that is send in for service. The $20 fee will be credited to back on your final invoice if you ship in or have paid to wait within one week of your consultation. If you have booked time for more than one piece but only move forward with services for one, you will only receive credit for the piece that will be serviced ($20). Should you need more time during your consultation or require more than 5 email responses after your virtual consultation, you will be asked to book additional time through an additional virtual appointment or pay for more email response.

Email Consultations
Each project will be given 5 complimentary email responses. Most of the time, we are able to cover all the information that we need through an email conversation and pictures. Generally, we are able to provide all necessary information regarding pricing and process within 5 responses. If we are unable to resolve your preferences for service and obtain either a Pay to Wait or tracking information within 5 responses, you will be asked to book a consultation. If you would like to continue the conversation via email, you will need to pay for more consultation time using the following link- email consult. This includes responding to client questions/concerns after a virtual consultation and acceptance of an estimate.

Book Your Services
Once you have become a New Client, there are two ways to get your project on the the calendar after a consultation, share tracking or Pay to Wait. If you choose to ship in immediately, you will be given an estimated service week assignment. Your booking will only be locked in on the calendar once you have approved your estimate and paid a deposit. You can also choose to Pay to Wait, which holds 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. A link to Pay to Wait will be given to you once you have indicated the services you would like to book and have created an account with a payment method.

Pay to Wait
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.

Deposits
Payment of a 25% deposit is required to complete the booking process if you are paying to wait. This amount is based on the 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 14 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.

Turnaround Time
All projects are assigned to a service week with an estimated one-week turnaround. 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.

Shipping
The shipping address and information will be provided to you once you have created an account with a payment method on the website. 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. 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. When packing up your hair - take the hair out of original packaging. Satin bags are acceptable to protect the hair but do not include the box. Finally, put a note in with your name & phone number on it so we know whose hair we have the privilege of working with. The packaging you choose to ship in is completely up to you. Your investment hair will be placed into a bin with your name and notes on it when it arrives. 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.

Arrival & Estimate
Once your piece has arrived at The Wig Station, you will be notified that it is safe and sound. As soon as we can get to it, your piece will be given a once over to make sure there isn’t anything else that your Beauty Technician notices now that it can be seen in person and touched. After the full diagnostic check is completed, you will be given an estimate. This estimate is your chance to choose a la cart the services with which you would like to move forward. If you approve the estimate this is our agreement that you have given permission for the services to be performed on your piece with an understanding of cost. At this time you will be asked to sign a service agreement. If you have not already done so, you may be asked to pay a deposit for the total value of the estimate. Should an estimate be created and not accepted and you do not move forward with any services, you will be charged $35 per declined estimate, the consultation fee and return shipping.

Completed Services
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.

Final Invoice
You have two payment options for your final invoice. Credit cards and Zelle payments are accepted. If you chose to pay by credit card, you will be charged a 3% service fee to cover the fee that will be charged to The Wig Station for this convenience. If payment is not received within 7 days of the date of “Your Hair Services are Complete” email and text, your card on file will be charged for the full amount of the invoice plus standard USPS shipping (including $100 insurance).

Return Shipping
Once payment is received and you have signed your completion of services, you will receive a tracking number and notification that your package is ready to ship. All hair is packed up in a padded envelope unless requested otherwise by the client. Your shipment will be dropped off or picked up within 24 hours of your final payment. The Wig Station is not responsible for lost, stolen or damaged packages, along with their content once they are in the hands of the third party carrier.

Cancellation/Rescheduling/Change in Service
We understand that plans change while you are waiting for your service week. If you cancel or reschedule within 14 days of the Monday of your assigned service week, you will lose your deposit of 25%. This includes changing services to less than the amount at the time of service week assignment. Should you decide to cancel or reschedule within 7 days of the Monday of your assigned service week, you will be subject to the following charges on the card you have left on file:

Within 14 days: If you have not paid a 25% deposit, your card will be charged for 25% of the total value of services.
Within 7 days: Your card on file will be charged an additional 25%, equaling 50% of the total value of services.
Within 3 days: Your card on file will be charge for the remaining balance of the total value of services equaling 100% of the value of the services scheduled.

Service Return Policy
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. Shipping for return service is the responsibility of the client. 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.