Policies

Please read all policies before making a purchase.

 

Our business hours are Monday through Friday from 9AM-5PM CST.

To reach customer service please do so via e-mail - support@thehairlosspharmacy.com. Please expect responses between those hours and allow 24-48 hours for a response.

 

PROCESSING & SHIPPING:

All orders are shipped USPS and include a tracking number. Tracking numbers are sent to your email address as soon as a shipping label is created. After receiving a tracking email, shipping activity will become available after 24 hours. You're able to track your package at www.USPS.com. All orders placed after 5:00pm CST are considered placed the next business day.

 

STANDARD SHIPPING: Includes your wig or extensions packaged and sealed tight with insurance, and signature confirmation required.

DELUXE SHIPPING: Includes your wig's style preserved with hair pins, carefully packaged with insurance, and signature confirmation required. 

VIP SHIPPING: Includes your wig's style preserved on a Styrofoam mannequin head, carefully boxed with insurance, and signature confirmation required.

 The Hair Loss Pharmacy (THLP) Extensions: All extensions orders will be processed and shipped out within 7-9 business days.

 

THLP is not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please remember holidays do not count as a business day and consider this when calculating shipping times. We entrust USPS to deliver your package on time. If your package is delayed, we will not offer a reimbursement of shipping charges. For any additional information, please contact THLP via email at support@thehairlosspharmacy.com.

 

REFUNDS/EXCHANGES:

Due to the nature of the items, there are NO REFUNDS on transactions. Only exchanges within 3 business days of receiving your order and must be in original state. Exchanges are only applicable for unaltered extensions and Express Scripts (Ready to wear units).

- THLP Extensions

Before using your new hair extensions, please inspect the product thoroughly to ensure you have received the correct length, color and texture desired. We encourage you to thoroughly inspect and examine the hair without cutting the zip ties or opening the bundles.

- THLP Wigs

Please take your measurements and select options very carefully. We will make your custom wig according to your exact specifications. Please note, we are not responsible for improper measurements resulting in a wig that does not fit. We are also not responsible for variances in

color caused by monitor settings or photographs. If you are looking for a very specific color, we strongly recommend sending the exact color choice and brand. This ensures that the unit will be accurately colored as desired. If you are unsatisfied with your wig after receiving it, we will try our best to accommodate it to your liking. Exchanges are accepted as long as the wig is returned in its original condition and the complaint was made within 48 hours of the delivery date and time.

- THLP Custom Prescriptions (Wigs): NO REFUNDS OR EXCHANGES ON CUSTOM UNITS

THLP unit processing, construction, and shipment times average 7-21 business days. Times can vary depending on the volume of unit orders in progress, or unforeseen issues with your hair contents (i.e. your hair requires extensive deep conditioning, insufficient amount of hair, last minute additional custom option requests or any extensive customization requests).

 - THLP Express Scripts (Ready to wear wigs): NO REFUNDS ON EXPRESS SCRIPTS- ONLY EXCHANGES.

Processing is 48 business hours and shipping is 1-4 business days.

It is advisable not to wait until the last minute to place your order. If you have a deadline that you need your product for, please be mindful in ensuring that the order is placed in an adequate amount of time to accommodate unanticipated delays that may be out of our control.

 

UN-DELIVERABLE PACKAGES, INCORRECT ADDRESSES, AND REFUSED DELIVERIES:

Your order will be shipped to the address you provide. Incomplete or incorrect address information are the most common causes of shipment delays. Please check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package.

 

LOST SHIPMENTS:

 If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please contact us by email immediately. We will contact USPS right away to initiate a trace for your package and have them start an investigation. This investigation can take up to 8-10 business days.

 

Due to problems with missing shipments and fraud attempts, we ship ALL packages with SIGNATURE CONFIRMATION. Meaning, someone must be there to sign for the package. USPS will usually make several attempts to deliver your package. They will also leave a notice of their attempts to deliver at the delivery address and give you a telephone number to call for pick-up or to arrange an alternate delivery. It is the customer's responsibility to arrange for package pick-up, if necessary.

No refunds will be issued for refused or abandoned shipments. We are not responsible for any shipments once USPS puts their acceptance scan on them, including stolen shipments.

CANCELLATIONS:

If you have placed an order and would like to cancel your order, there will be a $25 cancellation fee deducted from your transaction amount—the rest of the amount will be refunded. Cancellations are only accepted within 48 hours of original purchase date and can only be processed during the processing period, of custom wigs only.

INCORRECT ORDERS/PRODUCTS:

In rare occurrences a mistake or delay can happen from our end, we will make every effort to correct it. If we shipped the wrong item or something is missing, we will re-ship it at our expense using the same method of shipping as your original order. You must notify us of any incorrect or missing items within 48 hours after receipt of your shipment. Please be assured that all orders are processed with video surveillance to ensure that no packing errors occur.

 

**Please note the photos taken of THLP hair are in their raw state and not altered, or they are stock photos that we have taken. Therefore, once the hair is shampooed it will differ from the photos online and you will have the desired texture you purchase. If you have any questions about textures, please feel free to contact THLP prior to purchase for assistance.

 

For any questions or further information please contact us via email.

 

THE HAIR LOSS PHARMACY reserves the right to change or modify our policy at any time without giving prior notification.

 

November 16, 2020