alternative hair  Policies   Please read the following policies carefully.  They are designed to protect you and your merchandise, and to protect us from unscrupulous consumers. By placing an order with us, you acknowledge that you are at least 18 years of age and agree to accept these policies in their entirety before placing your order.    Your Personal Information Your personal information is kept private and is used exclusively for the purpose of fulfilling your order. Your name, email, address, medical diagnosis and financial information are NEVER released, rented or sold to any company, mailing list or foundation.   We do not send solicitations or SPAM for any reason.  We may occasionally make our clients aware of special promotions we are running. If purchasing a wig under the Sharon A. Bailey Memorial Program (thereby receiving it heavily discounted), we need to verify that you need it for medical hair loss.  This can be done by either mailing, faxing (212-553-7366)  or emailing us a copy of a prescription from your doctor OR providing us with the name, address and telephone number of a hospital social worker familiar with your case that has your permission to share with us why you need a wig.  Short-term hair loss patients (such as chemotherapy) are entitled to two wigs under this program.  (Additional wigs will be charged at full price.)  Long-term hair loss patients (including but not limited to alopecia areata, lupus, lichen planus and burn scarring) are not restricted to a limit on the number of wigs they may purchase.  If unsure if you qualify for this program, please contact info@altenativehair.info.   Payment Options We require payment in advance of shipping all merchandise.  We accept Visa, MasterCard and Paypal and reserve the right to contact the credit card holder by phone if we deem necessary.  We will ask for the 3 or 4 digit VC number on the back of your credit card to ensure the card is in your possession, thereby helping to protect you against credit card fraud.   In addition, we accept Cashier's Checks and Money Orders made out to "Alternative Hair".   Orders placed with payment made through PayPal will be processed when we are notified that the payment has been completed.  If you are making your payment through PayPal, the receiver email is sherscha@rochester.rr.com .   Return Policy Every effort is made on our part to work with you by phone or email to answer any questions you have about your order and to avoid the possibility of having to make an exchange.  However, even with the best of efforts, occasionally a wig does not work out.  In this case, we will gladly exchange it.   Due to the personal nature of hair goods and wig manufacturers’ policies , THERE ARE NO RETURNS ON WIGS.  This is common practice throughout the wig industry.  Please read our exchange policy below before purchasing.   Exchange Policy Exchanges may be made only if your product is eligible.  (Please see below.)  We reserve the right to refuse the exchange of any items that have been worn, brushed, damaged, had the tags removed, smell of cigarette smoke or styling products.  We reserve the right to return to you any unacceptable pieces.  All packaging for product must be intact and not damaged in any way.  Alternative Hair is only able to exchange for another item from the same manufacturer as the original purchase.  ONE EXCHANGE ONLY –NO REFUNDS.  Please note: Defective items will be replaced by the manufacturer.   Exchanges must be requested within 5 business days of receipt of product(s) and have a Return for Exchange Merchandise Authorization (REMA) number assigned.  Exchange merchandise must be received within 8 business days after the REMA number has been issued.  Exchange policies are mandated by the manufacturer and we have no authority to change this policy.  Any items returned without an exchange authorization number will be refused by Alternative Hair.  If you're eligible for an exchange, please proceed and read the following instructions:   Request for Exchange To request an exchange authorization number, you must email your request to info@alternativehair.info  or call the salon at 585-385-3667.  You will receive your exchange authorization number via email or telephone including your restocking fee, return shipping address and instructions.  Please note that your exchange authorization number must be clearly marked on the outside of the shipping box or the package will not be accepted!   Inside your package, please include the following: 1.  A copy of your Alternative Hair receipt.  This is very important. 2.  The reason for your exchange and the replacement style name, number and color of your replacement piece. 3.  Your 'ship to' address and phone number.   Note:   Exchanges may only be made for another wig or hairpiece made by the same manufacturer as the piece being exchanged.  Only one (1) exchange is allowed per order.  The manufacturer's restocking fee is $15 per piece for synthetic items and 20% per piece for human hair items.  If an item we receive for exchange has been worn, the tags removed, or the item deemed unacceptable for exchange, there will be a 20% handling fee incurred in addition to shipping costs to return the wig to you.  This is a manufacturer's policy and we have no authority over this policy.  Any items returned without an exchange authorization number (REMA) will be refused by Alternative Hair.   Styled Wigs Please note that manufacturers show human hair wigs on models AFTER they have been styled.  Styling may include bangs cut in, trimmed or reshaped; shampooed and blown dry, hot roller set, flat ironed or pinned up.  As a result, the wig you order will most likely not look EXACTLY like it does on the model.  To more closely match the pictured wig, you can request when you order the piece that we style it for you.  The minimum styling fee is $50 and will delay your receipt of the wig by 1-3 business days.  On wigs that we have professionally styled at the customer’s request, the restocking fee for exchanged wigs applies to the price before styling.  No credit will be given on the styling charge, as styling is considered service work and you are paying for the stylist’s time.  If the exchange wig is to be styled, a new styling charge will apply.   Synthetic wigs seldom need styling.  Sometimes they come out of the box 'cold set', that is, they are a bit flat on one side or there's an odd wave here or there - these come out easily with a misting of water, or in extreme cases, a 5 minute cold water soak.  Cancellation Fees If an order has been submitted and processed, and then a customer cancels or alters the order from the original order before it is shipped, a cancellation fee of $10 or 20%, whichever is greater, will be deducted from the payment method the customer has used. Alternative Hair will charge you a $35 PER ITEM cancellation fee if your order is returned to us because of a bad address or is refused upon delivery.  Please check your address before finalizing your order!  Note: We need your accurate billing name, address and phone, shipping name, address and phone, and EMAIL ADDRESS.  If we cannot contact you about a problem, your order will not be processed in a timely manner.   Special Orders Special order items are considered those wigs we have available but have been customized for the customer, including but not limited to:  cutting, texturizing, highlighting, lowlighting, wig base alteration to make the wig smaller or larger, and custom pieces.  Custom-order wigs are also considered special order items.  We do not accept returns or exchanges on special orders as these services have been done or these wigs made especially to personalize your wig to your specifications.  All sales are final on these items.  There is a $50 minimum on all special orders.   Store Credit We do not issue any cash or credit card refunds.  Credits are issued through online credit vouchers or by mail only.  These vouchers are valid for purchase of any of the items in our collection at Alternative Hair, including wig accessories and jewelry.   Back Orders If a backorder occurs on your order (which seldom happens but does on occasion), we will let you know right away, and the wig will be sent to you promptly as soon as we receive it from the manufacturer.  You have the option, of course, of selecting a different style or color, or canceling your order altogether with no cancellation fees applied.    Order Processing & Shipping Information   *VERY IMPORTANT* After we receive it, your wig is shipped within 2 business days via USPS Priority Mail.  Orders shipping outside of the USA will be shipped by USPS Global Priority Mail.  Shipping fees are included in your e-quote. For domestic orders, we reserve the right to ship United Parcel Service (UPS) rather than USPS if your shipment is very heavy (usually only when a number of hair care products are ordered).    Shipping Delays We do NOT take any responsibility for late shipments once it becomes property of USPS or UPS, or if drop-shipped, once it has left the manufacturer’s premises.  IMPORTANT!  Please check your order carefully before submitting.  If you give us incorrect shipping information, and we are assessed an extra charge by USPS to re-route your package to your correct address, we will have to pass the charge on to you.   If you need additional information, please let us know! info@alternativehair.info   Discreet Shipping We understand that many customers do not want others to know they wear wigs.  All orders shipped from us will not mention the word "wig" or "wigs" anywhere on the outside of the shipping package.  Your shipment will be delivered discreetly usually in a white or brown cardboard box.   Sales Tax Under NY state law, we are required to collect 8% sales tax on orders placed at our Rochester, NY location, as well as purchases made through the Internet or by mail order AND shipped to NY addresses.  Sales tax does not apply to any order shipped outside of the state of NY.  If you are purchasing a wig for medical hair loss replacement and live in NY state, you may be eligible for a refund on the sales tax.  Request or download Form AU-11 from the NYS Department of Taxation and Finance Sales Tax Audit Bureau.  In addition to this form, you will need to submit a copy of your Alternative Hair receipt and a doctor’s prescription for a cranial prosthesis (the medical term for a wig).   If you do not live in NY state, we encourage you to check with your state’s Department of  Taxation for similar sales tax refund availability.   CREDIT CARD FRAUD AND THEFT OF OUR MERCHANDISE WILL BE PROSECUTED.   Thank you for considering Alternative Hair for your hair replacement needs!  Our goal is to make your wig buying and wig wearing experience as positive as possible.