COMPANY POLICIES
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By placing an order for any product from this company, you acknowledge that you are at least 18 years of age, and you agree to accept these policies in their entirety before placing your order.
Exchange Policy
How to Exchange an item
Restocking Fee
Cancellation Policy
Store Credit Use at Time of Exchange Only
Non-Exchangeable Items
Defective Product
Prices & Policy Changes
Payment Policies
Shipping Policies
Privacy Policy
Sales Tax & Customs Fees
Credit Card Charge-Back Policy
Copyright
We are willing to work with you by phone or e-mail to answer any questions you may have about your order, and to help avoid the possibility of having to make an exchange. However, even with the best of efforts, occasionally a wig does not work. In this case, we will gladly exchange the wig.
This means, if you place an order for 2 different wigs on the same order you may exchange each of them 1 time. If you place an order for 2 of the same wig you may exchange only 1 of them. Please, before ordering multiple quantities of an item, you must make sure they are right for you. You should only order 1 now and later order more. If you are unsure of the color, please order a color ring before placing your order. Our ability to offer exchanges is dependant on a low rate of doing so.
IMPORTANT!! PLEASE DO NOT PLACE YOUR EXCHANGE ORDER THROUGH OUR SHOPPING CART!!! Doing so is confusing because it would likely be processed by our ordering department as a new order. This may result in your credit not being applied to your exchange, and the item may be shipped as a new order, possibly causing double-billing to your bank card. We strive to make exchanges as hassle-free as possible. Communication eliminates misunderstandings, so please e-mail or call us for assistance with your exchange.
Our exchange form must be returned with your wig. You must call or e-mail us for an Exchange Authorization Code (EAC) within 7 days of receipt of your order. RETURNS WILL NOT BE ACCEPTED WITHOUT THIS NUMBER written on the label. If the number is not there, the merchandise will be refused and returned to the sender unopened.
Regardless of the date the EAC is given, we must receive the exchanged merchandise within 21 days from the date it was delivered.
EXCHANGES must be returned in their original condition as received, folded carefully in original box or plastic bag, with all packing material in place, and with all tags still attached. The plastic packing bag containing a wig or hairpiece must be undamaged as you received it and not torn or cut. If a wig has been worn, brushed out, cut, restyled, damaged, or altered in any way from its original shipped condition, no exchange or credit will be given and the wig will be returned to the customer.
Whether worn or not, wigs that smell of cigarette smoke or styling products will not be accepted for exchange.
A copy of the receipt (shopping cart order) must be included with your return. A STORE CREDIT may be given based on the price of the exchanged item(s) as shown on customer’s sales receipt. No credit will be given for any shipping charges.
RESTOCKING FEE: Please order carefully. There is a 20% or $10 (whichever is greater) restocking fee per item on all items. In other words, if you send back one item that costs under $50 for exchange, the restocking fee will be $10. If you send back one item that costs $25 and one that costs $60, the restocking fee on the $25 item would be $10 and the fee on the $60 item would be $12 for a total of $22.
CANCELLATION OF AN ORDER If an order has been submitted and processed, and then a customer cancels or alters from the originally ordered item before the item is shipped, a cancellation fee of $10 or 20%, whichever is greater, will be deducted from whatever payment method the customer has used.
If you need help making your choice, we are always happy to assist you.
BALANCE ON AN EXCHANGE: Unless other arrangements are made, we will use the payment information on your original order to process any amount due on your exchange.
EXCHANGED ITEM(S) must be equal to or of greater value than the original order. All credit must be used at the time of the exchange. We do not carry credit balances forward once the exchange has been completed.
RED TAG CLEARANCE ITEMS: These are items that have been heavily discount-priced for inventory reduction. Some of these items may be exchanges, so please be aware that they may not be packaged exactly as you would receive them from the factory. However, while these items may not be factory-fresh, they are still new and unused, and no seconds or known defective items are sold as red tags. All sales are final on items from the Red Tag section, and no exchanges or returns are permitted for any reason, except if the item has a verified factory defect.
PLEASE NOTE: There may be only one of a certain Red Tag item available at a time, and these items are sold on a first-come, first-served basis. If we receive two orders for the same item, and there is only one of that item available, the item will go to the shopping cart with the earliest date and/or time listed.
If you bookmark a page with a Red Tag wig or hairpiece, and when you come back to that page later, if there are no colors listed for that item, it means that the item has been sold and is no longer available. If you are interested in a certain Red Tag item, it would be wise to place your order as soon as possible as these wigs go quickly and your choice may not be available the next time you look for it.
Red Tag items change constantly, so keep checking back to see if new ones have been added since last you looked.
SPECIAL ORDERS: Special order items are considered those which we have available, but which are not displayed on our website for one reason or another. We have many brands of hair goods available, and occasionally we receive a special order for a product available from our suppliers that we have not chosen to offer on our website. We do not accept returns or exchanges on special orders, and all sales are final on these items. There is a $50 minimum on special orders.
COSTUME, HALLOWEEN, AND MASQUERADE ITEMS. No exchanges are permitted in these items.
STYLING TOOLS AND WET PRODUCTS. No exchanges are permitted.
ALL SALES ARE FINAL ON RED TAG, CLEARANCE, COSTUME AND MASQUERADE, SPECIAL ORDER ITEMS, STYLING TOOLS AND WET PRODUCTS.
DEFECTIVE PRODUCTS: We pledge to offer you only products which give you the best value for your money, and we stand behind our merchandise. If the customer believes an item received has a factory defect, the customer must contact us within 7 days of receipt of the item. The customer will be given an E.A.C., and upon receipt of the wig in question, it will be examined. Onthetop.com and the manufacturer of the item reserve the right to determine the defect, and if we agree that the wig indeed has a factory defect, the item will be replaced at no charge with the same brand and model where possible, and Onthetop.com will pay for Priority Mail shipping back to the customer. There is no restocking fee on defective items. If the item is determined not to be defective, it will be treated as a standard exchange. A restocking fee will be charged and all other exchange policies will apply.
PRICE AND POLICY CHANGES: All prices and policies are subject to change without notice.
We require payment in advance of processing all orders. We reserve the right to contact the card holder by phone on all credit card orders.
DOMESTIC CREDIT CARD ORDERS: For standard orders, we process your credit card payment as soon as we determine the items are available. If there is a problem with your card, we will contact you, and the problem must be cleared up before we can continue processing your order.
When entering your credit card number on the order page, we will ask for the 3 or 4-digit CVV2 or CID number. This number appears on a credit card as a security feature, and helps to ensure that the person using the credit card number actually has the card in his or her possession. The order form shows examples of this number and where to find it. Just as this information helps to protect us, it also helps to protect you from credit card fraud.
Your credit card statement will show "Sub Systems".
BILLING ADDRESS: In addition to the shipping address, we require the correct billing address of the cardholder on all credit card orders. If the name on the card is different from the name of the person placing the order, we reserve the right to call the cardholder to obtain authorization for use of the card. When the card number is processed, the billing address (where you receive your credit card statement) must match the information contained in your bank's records for that card. Orders with billing addresses that do not match will not be processed until we receive the correct information. If you give us a second billing address, and it also does not match, the only method of payment we will accept for that order will be a money order, cashier's check, or PayPal. This policy is standard with mail order businesses, and is in place for your protection as well as ours.
INTERNATIONAL ORDERS: We accept payment on international orders by Paypal, credit card and international money order. At the present time, PayPal is accepted in 37 countries around the world. Click here to see a list of those countries, as well as information on how to open an account with them. If using Paypal please use ordering@onthetop.com as the receiver e-mail address. If using an International money order, please make it payable to Sub Systems.
INTERNATIONAL CREDIT CARD ORDERS: Since the US address verification system does not work on foreign addresses, we have no way of verifying the billing address on credit cards. So for security purposes, we may use either of two methods of determining ownership of the card. First, we may bill a small random amount to your credit card. Then you can either call your card company or access your account on the Internet and tell us what that amount is. This prevents someone who does not have access to your account details from using your card number fraudulently.
Or we may ask you to send us a copy of the following:
1) The front and back of the credit card.
2) The cardholder's driver's license or other photo identification document.
3) The cardholder's signature authorizing the purchase.
4) The phone number of the bank on which the credit card is drawn, found on the back of the card.
This information may be e-mailed to us at ordering@onthetop.com.
CERTIFIED (CASHIER'S) CHECKS AND MONEY ORDERS: If you are paying by a certified check or money order, we do not begin processing your order until payment is received. Certified checks and money orders are treated the same as cash, and merchandise is shipped as soon as possible.
PAYPAL: 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 e-mail address is ordering@onthetop.com.
Our system calculates the shipping charge (and sales tax in California) automatically at checkout. The shipping charges on all orders are based on shipping weight and value of the item(s) and where it is going. Higher charges may be incurred with increased shipping weight (both actual and dimensional), value of the item(s), and distance of the delivery destination from our shipping point in Northern California.
DOMESTIC SHIPPING: Our standard method of shipping to destinations in the contiguous United States is by USPS (post office Priority Mail. Delivery by this method on wigs usually takes about 7 to 15 business days. Faster shipping is available. Please contact us for details.
RUSH & EXPEDITE FEES: We know that there are many people that simply can't wait for our normal order processing time. Please be aware, we order once or twice a week from our manufacturers & suppliers. We do this in order to reduce the cost of shipping from the manufacturer to us. If you simply cannot wait for normal order processing time (which includes the shipping to us), we have 2 options to speed up this process and offset the costs to us. The RUSH FEE (Single item $20 to $35) gets the product to us using 2nd Day Air Shipping and we will order from our supplier at the soonest time possible. The EXPEDITE FEE (Single item $40 to $60) steps up the shipping to us via Next Day Air Shipping. We cannot guarantee things that are out of our control. If UPS or FedEx doesn't deliver to us when expected we can't refund Fees due to their mistake. These Fees are to offset the cost of shipping to us. We will do our best to get your order out at the soonest possible moment and on it's way to you via the shipping method you have chosen. Multiple Item Fees are more involved to calculate. If there are 2 or more items in the same collection, the fees will be close to those mentioned above and will depend on the total weight. But if there are items from 2 or more collections the fees apply to each collection. Contact us for actual Fee amounts for your order. Example 1: A wig is purchased and a rush is desired. The Rush Fee would be $20 to $35. Example 2: 3 Wigs are ordered, 2 are from one collection and 1 from a different collection. The Rush Fee for the 2 would be a little more than $20 to $35 depending on the weight and the Rush Fee on other wig from a different collection would be $20-$35. The total Rush Fee for the entire order would be between $40 and $70. Since these fees can be considerable, we strongly suggest you only Rush or Expedite the items you actually need quickly. It will likely be that splitting your order could save you money overall.
RED TAG ITEMS are usually in stock at our location and are ready to ship. When placing an order for items from these sections, ground delivery is usually 3 to 7 business days after you place you order. Red Tag items can only be placed in your shopping cart separately from items in the regular sections. If you order a Red Tag item and also wish to order an item from the regular sections at the same time, you will have to create a new shopping cart. If you wish to have us ship both items together, there may be a delay in shipping because we have to wait for the regular item to be received from our supplier, usually 2 or 3 business days.
The shipping charge will show up on your shopping cart when you complete your order. This lets you know the total cost before you submit your order.
OVERSEAS SHIPPING: Our primary method of shipping to destinations outside the US is by Global Express Mail. We calculate shipping to areas outside the US based on the least expensive method to your area, and we have found that this is usually through the post office.
Orders to APO and FPO addresses are sent by USPS Military Priority Mail at domestic rates, and if the package is being sent to a destination outside the US, a mandatory customs declaration is placed on the outside of the box.
DELIVERY: You will receive a notification by e-mail that your order has been shipped.
IMPORTANT! Please check your shopping cart carefully before you press the submit button to make sure all information is correct. We are not responsible for delayed, undelivered or misdelivered orders due to customer error or carrier delivery error. Claims for lost or damaged shipments must be filed with the US Postal Service.
If an order is refused on delivery with no prior arrangement with us, our regular exchange policy will apply. When the package is returned to us, we will assess the appropriate restocking fee and the balance will be used as a store credit toward other merchandise. No refunds will be given on refused packages.
We understand that many people don't want to make it known to those around them that they wear a wig. Your privacy is respected here, and there is nothing on the outside of your package that reveals its contents. (Exception: see OVERSEAS SHIPPING LAWS AND REGULATIONS below.)
ORDERS are shipped in a generic US Postal Service, or other plain box with a label that reads "onthetop.com" along with our return address. There is nothing we put on the box that indicates its contents.
OVERSEAS SHIPPING LAWS AND REGULATIONS for packages shipped to areas outside the US require us to complete a customs form describing the exact contents and its value, to be placed in a plastic pouch which is attached to the outside of the shipping box. We have no control over this requirement, nor do we have control over what the customs inspectors write on the outside of the box. We are sorry but we cannot and will not give false information as to the nature and value of the contents of any shipment. We apologize for any inconvenience or potential embarrassment to a customer incurred by the customs requirement of declaring the contents of a parcel on the customs form.
ANY PERSONAL INFORMATION you give us is held in the strictest of confidence, and is only used to enable us to complete your order. This information is NEVER sold, shared, or otherwise made available to mailing lists or any other entity (exception: see OVERSEAS SHIPPING LAWS AND REGULATIONS above).
We only send e-mail necessary to complete your order. We do not send solicitations, advertising, or SPAM for any reason.
SALES TAX: Under California state law, we are required to collect 7.25% sales tax on all purchases made by the customer at our location, as well as purchases made through the Internet or by mail order and shipped to California addresses. This sales tax does not apply to any order shipped to locations outside of the state of California.
CUSTOMS AND DUTY FEES: If you are having an item shipped to a country outside the United States, please be aware that you may be charged additional taxes on that item above and beyond what you paid us for that item. Each country has its own customs fees and/or VAT taxes on items coming in from outside that country. The customer is responsible for any extra fees levied by the government of their country. Shipments to destinations outside the US may be held in customs for a period of time. We are not responsible for delays in delivery due to articles held for customs inspections.
PLEASE UNDERSTAND THAT WE DO NOT MAKE THESE LAWS! The customs laws are made and enforced by the government of each nation around the world. Any complaints about the extra fees incurred by these laws should be addressed to the government of the country in which you reside.
A charge-back is when a customer contacts his or her credit card company to have a charge removed, equivalent to forcing a refund from a merchant. In many cases this action is in direct opposition to the company's refund policies. Many people are unaware of the nature of what this actually represents.
The purpose of a charge-back is to protect a customer against dishonest or unresponsive merchants. This is a very serious action, and should only be used as a last resort, when all other means of resolving a conflict with a merchant have failed.
Unfortunately, there are some who would abuse this consumer protection service of their credit card. Credit card companies do not approve of misuse of this service and each time it is done, a record is kept on the merchant's as well as the customer's account. Repeated charge-backs on a particular account will likely cause the credit card company to deny future use of the account.
Charge-backs are considered by reputable merchants to be highly offensive, because this shows that the individual is unwilling to resolve problems in a fair manner. It demonstrates that the individual has refused to abide by the terms of the company policies which are clearly posted. By the act of placing an order with a company, the customer agrees to follow the posted company policies by "implied consent". Generally, once a charge-back has been initiated by a customer, future purchases with that merchant will not likely be welcome, and potential orders to other merchants using the same credit card processing company will likely not be accepted also. Charge-backs are a "black mark" that goes against the merchant's credit card processing account, possibly indicating a dishonest or unresponsive merchant. Fines are often charged against the merchant's account in excess of $30 over the transaction amount. The merchant is often charged an increased fee for all credit card transactions from that point forward. No honest and respectable merchant needs or wants this kind of hassle.
FRAUD: Believe it or not, there are individuals who actually try to keep mail-order products they received and attempt to do a charge-back. This is not only unethical but is also illegal, and criminal charges can be filed against the perpetrator. Mail fraud is a Federal offense that carries very stiff penalties. In addition, any fraudulent use of credit card numbers or other means of payment will be turned over to law enforcement and postal authorities, and we will assist in prosecuting these individuals to the full extent of the law.
Chargebacks Done in Error:
A Chargeback done unknowingly by customers who have placed a legimate order and simply did not recognize the company name "Sub Systems" on their credit card statement are responsible for the chargeback fee of $30 imposed by the processing center on us. Once a chargeback is initiated by a customer, the merchant is charged a non-refundable fee of $30 even if the chargeback is reversed. We must be reimbursed for this $30 before we will process your future orders. It is always best to contact the merchant before initiating any chargeback.
All photos, graphics, text, logos, or other material on this website are protected by copyright laws, and use of any of these materials by any other person or entity is prohibited unless written permission is granted by onthetop.com, Toni Clark or Alternatives 2000.
Although catalog photos and descriptions may be the property of the companies who supply us, we have obtained permission from each company for their use before the material is placed on our website. All material found on this website has been scanned, composed, designed, edited, modified, and/or adapted by our staff for this website alone, and is protected as intellectual property. We have methods of identifying our own material, and any unauthorized use of any material taken from this website by any person or entity shall be dealt with legally.
PERMITTED ON ANY ONE ITEM ORDERED - NO REFUNDS
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