Our Store Policies

Service as It Should Be

At EM Wigs, we want to give you the most enjoyable shopping experience, one that will keep you coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find details on our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!

hair wigs policies

Our Shipping Policy

What You Need to Know.

1. Order Processing

Kindly allow a processing time of 1-3 business days after receipt of your order. Items ship out after this period.
Please note: Processing time is not the same as shipping time, this is the time between when your order will be sorted, packed with love, and then dropped off for delivery.
Shipping times are calculated after your order has been processed. An email will notify you that your order has been shipped, with information on the estimated delivery date.

2. Order Cancellation

Once an order is placed, you have 4 hours to make changes or cancel order (via email). Any cancellation after 4 hours will not be acknowledged.
We reserve the right to cancel orders placed with the "bank deposit (manual payment by interac/etransfer)" payment option if payments are not received within 48 hours.

3. Tracked and untracked orders

Tracking numbers will only be sent to those who chose the tracking option during checkout.
Tracking numbers will only be sent after your order has been shipped, kindly allow 48 hours for tracking to be updated on the carrier's site.
All Canadian orders automatically come with tracking and will be sent via email.
All orders going to the USA have an option for tracked shipping and non-tracked shipping, if you choose the non-tracked shipping, tracking numbers won't be sent, hence you won't be able to track your order.

4. Shipping process

Shipping rates are calculated at checkout and may vary depending on your location, service and carrier you select at checkout.

We offer free shipping on orders over $359+ before tax.
Free pickup is available in Kitchener, ON daily and Guelph, ON on sundays only.

The shipping Carriers we use include but is not limited to ICS, Canada Post, UPS, Purolator DHL & Fedex.
We ship all orders from Kitchener, Ontario Canada, and we currently only ship to Canada and the US at the moment.
We'll notify you when we start shipping to other locations
Delays by the shipping carriers or customs, statutory and non-statutory holidays, as well as unforeseen situations can happen that might cause delays in getting your order(s) to you. Kindly order early during peak periods like Christmas.
Kindly ensure that you put your correct shipping/mailing address. We will not be responsible for orders that went to the wrong address, due to incorrect shipping information provided by the customer during checkout.
All orders are carefully packed and we will not be responsible for any damages caused by the carriers.

5. Customs, duties and taxes

All orders going outside of Canada may be subject to customs duties and taxes. We currently are not including taxes and duties in our product prices or shipping rate.
Shoppers will be responsible for customs duties and or taxes charged by their home country when their order arrives.

Our Return Policy

Exchanges

We accept the exchange of unworn & uncustomized wigs only if the exchange is initiated within 3 days of the unit being delivered in the condition in which it was sold (for example, intact lace...).
Kindly contact us and reach a conclusion before initiating an exchange. The client bears fully the cost of exchanges.

Returns & Refunds

This is usually our last resort if the problem cannot be solved through a product exchange.
We accept returns and offer refunds back to the original payment method.
However, a restocking fee of 10% is charged and the cost of initial delivery + tax is not refunded. Also, the customer bears the cost of returning the product.
Please note that returns must be initiated within 3 days of the unit being delivered in the condition at which it was sold (for example, intact lace...). kindly contact us and reach a conclusion before initiating a return.