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ORDER POLICY
Our warehouse processes orders from 9:00AM to 5:00PM P.S.T (except for holidays). If there is an error with your order or you wish to cancel your order, immediately send an email to orders@exceptionalhair.com WITHIN 12 HOURS. Failure to do so will result in a $15 cancellation fee.
All internet orders are 100% safe and secure. All personal information (name, credit card information, address, etc.) is encrypted so that it cannot be retrieved during the transmittal process. All data collected during the order process is strictly used for the processing of your order ONLY. Please refer to our Privacy Policy for additional information. In addition, to maintain our clients privacy, all packages will be discreet and NOT contain any mention of "hair".
Please note that all orders must be shipped to verified billing addresses only. If you prefer to have your order shipped to another address, that address MUST be on file with the bank who issued the card. The processing of your order can be delayed or cancelled if we are unable to verify your shipping address.
PAYMENT OPTIONS
We accept all major credit cards to process online orders. We are unable to accept checks or cashier checks for order processing due to increased fraudulent transactions. For each credit card "charge back", we will assess a $20 penalty, without further notification. All credit card transaction debits will appear as "LWLC Dist." on your bank or card statements to ensure absolute privacy.
U.S. SHIPPING POLICY
All orders are shipped via UPS or USPS unless otherwise specified. Please ensure that you are providing accurate billing and shipping information to prevent delays. Be sure to include your home number and your CORRECT email address so you can be contacted immediately if there are any problems processing your order. If you fail to accept your shipment from USPS or UPS after 3 delivery attemps and your shipment is returned, you will be responsible for any fees incurred to re-ship the package. If you refuse any shipment, you will be charged any shipping fees plus any applicable restocking fees.
Shipping & handling fees are as follows:
| SUBTOTAL | *Standard | **Express |
| $0.01-$49.99 | $7.95 | add $20 |
| $50.00-$99.99 | $10.95 | add $20 |
| Over $100 | FREE | add $20 |
*Standard shipments will arrive in about 7-10 business days (excludes custom orders).
**Express shipments will arrive in about 5-7 business days (excludes custom orders).
Any orders for Canada, a P.O. Box or APO will be shipped via USPS.
CANADIAN SHIPPING POLICY
All Canadian orders are shipped via USPS. Please make note that all the above U.S. Shipping Policies apply including the following:
Please make note that for Canadian orders, the customer is responsible for any and all customs fees, taxes, duties, etc. Please contact the Canada Border Service Agency at 800-461-9999 or www.CBSA-ASFC.gc.ca to obtain additional information in regards to any fees. Any shipments refused or abandoned by the customer will not be subject to a refund.
Shipping fees are as follows:
| *Standard | **Express |
| $20 | add $20 |
*Standard shipments will arrive in about 8-14 business days.
**Express shipments will arrive in about 7-10 business days.
BACK ORDER POLICY
We keep all items in stock however, in the event that we are out of stock of any particular item that has been ordered, you will immediately be contacted via email to see if you wish to order another product or select another color. If we are unable to substitute your back ordered item, we will process and ship the remaining order. As soon as the item is stocked, it will automatically be shipped to you and we will pay any additional shipping charges. To minimize the chance of your order being delayed PLEASE SELECT AT LEAST 2 OTHER HAIR COLORS PER ITEM in the "Comments" section of your order. We will not be held responsible for any delays in orders due to insufficient or inaccurate email, order, billing or shipping address information.
RETURN POLICY
In order to maintain our low prices, we must impose an "All Sales Are Final" policy. If merchandise is deffective or incorrect, Exceptional Hair will remedy the matter upon inspection and verification. Defects and shipping errors must be brought to Exceptional Hair's attention no later than 3 business days after receipt of goods.
To report defects or shipping errors, promptly send an email to orders@exceptionalhair.com. Further instructions will be given. All defects and shipping errors that are being shipped back to Exceptional Hair must be shipped with insurance and tracking capability as we are not responsible for loss or damage to returned items.
Returned items may be charged a restocking fee of up to 15% of the value of the returned items in question.
Exceptional Hair reserves the right to refuse credit for any returned item(s) where the original integrity of the item(s) may have been compromised. Therefore all returned items must be in original AND resaleable condition in which the client received from Exceptional Hair. All tags, labels, packaging, etc. must be in original condition.
CUSTOM ORDERS
All custom orders that are placed and cancelled are subject to a $50 cancellation fee unless they are cancelled within 12 hours. All custom orders must be paid in full prior to processing.
Our mailing address is as follows:
LWLC Distributing Co.
P.O. Box 292412
Sacramento, CA 95829
1-800-957-LWLC
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