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FREQUENTLY ASKED QUESTIONS
1. WHAT ARE YOUR HOURS OF OPERATION?
Monday – Friday: 9:00am to 6:00pm (GMT)
2. CAN I ORDER BY PHONE?
Yes, orders can be placed over the phone. You can call us during regular business hours, at 09097426949
If you are calling during non-business hours, please leave your contact information when prompted. We will contact you on our next business day. Phone orders and exchange requests may be recorded for training or order verification purposes.
3. WHAT FORMS OF PAYMENTS ARE AVAILABLE?
We accept all major credit cards: Visa and MasterCard.
We also accept Bank Transfers.
Please Note: We do not accept gift cards at this time. These transactions will be declined and a hold will be placed on your account for the specified transaction amount. This hold will typically release on it’s own within 5 to 7 business days depending on the issuing credit card company.
4. IS MY CREDIT CARD AND PERSONAL INFORMATION SECURE USING YOUR SITE?
5. DO YOU CHARGE SALES TAX?
At the moment, we do not charge sales tax but this is liable to change.
6. HOW LONG DOES IT TAKE TO SHIP AN ORDER?
We strive to ship out your order as quickly as possible. If you place your order by 12PM (GMT), most orders will process and ship the same day.
In some cases, it may take 1 to 3 business days or longer to process your order before being shipped. Some reasons that cause delays in order shipping are: inaccurate or incomplete shipping or billing information, your shipping address is a P.O. Box, additional documentation is required to verify your order, or we are currently out of stock on your item. If we are out of stock for an item ordered, we will notify you as soon as possible, either by phone or e-mail. We can only ship to P.O. boxes if you provide a physical street address.
Orders received after 12pm Friday through Sunday will be processed on the following Monday.
*Delivery times are calculated in business days. Weekends are not counted in shipping times.
7. WHAT HOLIDAYS ARE OBSERVED AND WILL THIS AFFECT SHIPPING OF MY PACKAGE?
Some of the observed holidays that we are closed for business are Easter Day, Independence Day, Muslim Holidays, Christmas Day & New Year’s Day. Orders placed on these days will be processed on the next working business day. In addition, order deliveries may be delayed on Christmas Eve and New Year’s Eve.
8. DO YOU SHIP INTERNATIONALLY?
At the moment, no we do not ship internationally due to the high cost of shipping but we are actively looking into this
IMPORTANT TAX INFORMATION FOR INTERNATIONAL ORDERS:
Your package will be subject to import duties and taxes that are levied once the package reaches your country. You, as the importer of the items, must pay additional charges for customs clearance. We have no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country; you should contact your local customs office for further information.
YOU ARE RESPONSIBLE FOR ANY FEES, TAXES AND DUTIES IMPOSED ON YOUR PACKAGE. NO EXCEPTIONS. If for some reason, your package is released to you without paying the customs charges and Tonie’s Mane is billed by your government or the shipment carrier for these charges, we will charge your credit card for the amount due.
9. HOW CAN I TRACK MY ORDER?
Once we ship your order, you will receive a shipping confirmation email from us which will include a link to retrieve your tracking number. In addition, you can always log into your Tonie’s Mane account, find your order and track it from there. The tracking number will link to the carrier’s website where you can track your shipment.
10. WHAT IS YOUR RETURN & EXCHANGE POLICY?
Please read our Returns Policy here
*** Clearance items are final sale and cannot be returned or exchanged.
Customers are solely responsible for return shipping costs to and from Tonie’s Mane – we will accept any method of shipment but to ensure we receive your package, a tracking number is required. Upon receiving your return, a refund or exchange will be processed within 3 to 5 business days. Please keep in mind, if you have been issued a refund, it may take additional time to post to your account depending on your issuing bank. Refunds will be issued to the same credit card that the original purchase was made with. Shipping and handling fees are not refundable.
We do not accept returned merchandise that has been used. Due to the personal nature of the hair products we must adhere to strict policies with respect to the return of hair merchandise. All items sent to us for return or exchange must be in ‘like new’ condition. This means that the product must be in its sealed and unaltered packaging and include all tags or labels.
Defective merchandise may only be replaced with the exact same item. Discounts or coupon codes may not be used on exchanges.
Please inspect your wig(s) or weave(s) before wearing or altering it. ONCE YOU WEAR, BRUSH, OR CUT ANY PART OF YOUR WIG OR WEAVE, YOU CANNOT RETURN OR EXCHANGE IT.
11. CAN I CANCEL OR CHANGE MY ORDER?
If you would like to cancel or change an order, contact us at 09097426949 immediately. We will do everything to accommodate your request. However, shipped items cannot be canceled or changed. Refused packages will be refunded for the merchandise ordered minus shipping and handling cost.
12. I AM NOT RECEIVING MY EMAILS, WHAT SHOULD I DO?
They may be in your SPAM folder. To ensure you receive our emails properly, so they are not SPAM filtered, please add our email address: email@example.com to your address book.
13. HOW ACCURATE ARE THE HAIR COLOR SWATCHES?
Our color swatches are industry standard colors, with most swatches provided by the manufacturers or photographed by Tonie’s Mane. Colors may vary, so swatches are not always 100% accurate.
14. DO YOU OFFER DISCOUNTS?
Yes, we will often offer promotional discounts, usually in the form of coupon codes. Promotional discounts will either be displayed on our website or emailed to Tonie’s Mane account holders. **We cannot guarantee the accuracy of coupons found at other sites.
Discounts and coupon codes are not allowed for use on exchanges.
15. HOW DO I CHECK ON AN ORDER THAT I HAVE PLACED?
You are able to check on your order in several different ways. First, you can always log into your Tonie’s Mane account to check the status of your order. Or you can contact us by email at firstname.lastname@example.org or simply call our customer service department at 09097426949
16. CAN I FIND YOU ON SOCIAL MEDIA?
Yes! We would love for you to ‘Like Us’ or ‘Follow Us’ on Facebook, Twitter and Instagram.. We offer special promotions and updates through these media outlets.