Wigs.com Shipping Protection

Guarantee your packages in the US by protecting them against loss, theft, or damage.

Enhanced Protection from Life’s Challenges

  • Lost in transit

  • Stolen from doorstep

  • Damaged packages

Frequently Asked Questions

What is Shipping Protection?

We want you to receive your piece in perfect condition, but sometimes things happen to packages while in transit that can't be controlled. If you’re a customer in the contiguous United States, you can add this layer of protection to make sure your package is covered if it happens to get lost, stolen, or damaged. To help mitigate these shipping issues, we provide enhanced protection to your order for a small fee at the time of checkout. This fee covers the following shipping issues:

  • LOST: Packages presumed to be lost by the carrier where the status is not ‘delivered’. Claims can be filed between 7 and 30 days from the date the order was shipped.

  • STOLEN: Packages marked ‘delivered’ yet not received are considered stolen. Claims can be filed between 5 and 15 days after the ‘delivery date’.

  • DAMAGED: A purchased product that is unusable due to damage incurred during shipping is considered damaged. Claims can be filed within 15 days of the delivery date.

How does Shipping Protection work?

When checking out, you have the option to add Shipping Protection to your order to protect your package if it is lost, stolen or damaged. If you experience a lost, stolen or damaged package, simply file a claim using our easy online form. Once approved we will immediately ship you out a replacement item(s) - depending upon stock availability. If the product is out of stock or unavailable, we will offer you a refund.

How much does Shipping Protection cost?

Shipping Protection costs approximately $1 for every $100 of the Product Price*.

For example; if your Product Price total is $400.00, Shipping Protection will be $4.00; a Product Price of $50 will be charged $1 for Shipping Protection; and so on.

*Product Price is defined as the sub-total of all products in the cart - before discounts, shipping and taxes.

Terms & Conditions


  • Shipping Protection is optional and can be added during checkout. This service is only available to customers in the contiguous United States.

  • All claims must be made within the timeframes outlined in the policies; and must be filed through our Shipping Protection Form, available online at www.wigs.com/protection

  • All claims will be investigated and a decision will be made as quickly as practicable. The status of the claim will be either Approved or Unapproved.

  • When a claim is reported and approved, your product will either be replaced or refunded depending on stock availability.

  • All replacement items will be shipped via UPS Ground shipping.

  • In some cases, claims may not be approved per the Wigs.com Shipping Protection policies.

  • Wigs.com cannot process claims without an Order Number and Courier Tracking Number.

  • Shipping for items returned to wigs.com is not covered by Shipping Protection.

  • By adding Shipping Protection you are agreeing to these terms and conditions.

Lost Item Policies

Lost in Transit

Claims for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days and no later than 30 days from the date the order was shipped.

Invalid Address or Delivery Barriers

Sometimes carriers cannot deliver packages due to an invalid address or other unexpected delivery barriers. The carrier may return such packages to wigs.com. In such cases, the package is not actually lost, therefore Shipping Protection does not apply. Wigs.com will contact the customer and arrange to have the package redelivered.

Orders marked as Unfulfilled

Before you file a claim, please check the status of the order. Shipping Protection only becomes valid from the moment the order is shipped.

Regrettably some orders may experience delays shipping due to inventory availability, inclement weather, internal delays at the fulfillment center, etc; such orders are “Unfulfilled”. Wigs.com is more than happy to refund you, should you wish to cancel an unfulfilled order.

Stolen Item Policies

Delivered but Missing Package

Claims for packages marked "delivered" yet not received are considered stolen, and claims must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.

Filing a police report

Wigs.com may require a police report when the customer’s package is considered stolen.

  • If requested, the customer will file the police report and include an explanation that Wigs.com is a retailer, and we have protected the customer’s package that has been stolen. Once filed, please send Wigs.com the police report PDF along with the wigs.com Order number.

  • Upon request, Wigs.com may require additional documentation such as proof of identity, a notarized statement, address, etc.

*Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

Delivered to the wrong address

Packages with the correct address and delivered to the wrong address are considered stolen and therefore will be covered by Shipping Protection.

Damaged Item Policies

Item Arrived as Damaged

Claims for damaged items must be filed within 15 days of the delivery date.

Damaged items

A product that is unusable due to damage incurred during shipment is considered damaged.

In order to process a damage claim the customer may be required to provide further evidence of the customer’s damaged item (i.e. photos or videos, etc.).

General Policies

Out of stock

Wigs.com can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.

Input wrong address

If the customer entered the wrong address at the time of order, Shipping Protection will not apply.

Quality control

If the customer is unsatisfied with their product due to non-shipping related issues, please submit a return request at www.wigs.com/returns. Please note, Shipping Protection does not cover products returned to wigs.com.

Too late to file

Claims filed outside of the timelines stated in the Lost, Damaged and Stolen Policies will not be approved by Shipping Protection.

Expedited shipping hasn't arrived

Shipping Protection does not cover delays during transfit for whatever reason,


Please check with the carrier as carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.

If the customer paid for expedited shipping but the package arrives outside of the expected window, please contact wigs.com.

No tracking information

Shipping Protection reserves the right to deny claims with no tracking number.

Closed shipping issues

 In some cases Shipping Protection will request additional information from the customer in order to process a claim. In such cases, if the customer does not respond within 7 days of the request, the claim will not be approved and Shipping Protection will automatically close the claim. Customers can re-open the shipping issue by responding to the original email thread.

Didn't want Shipping Protection

If the customer’s package has not shipped, Wigs.com can refund the shipping protection fee.

If the item has shipped, Shipping Protection is already protecting the package and the customer will not be refunded.


All refunds will be issued back to the customer’s original payment method.