Customer Care
Customer Service & Policies
Everything you need to know about shipping, returns, exchanges, and package protection.
Shipping & Delivery
Shipping times and tracking
- US orders typically arrive in the timeframe shown at checkout for the rate you choose (Fast Ship or Standard).
- International delivery times vary by destination and customs.
- Tracking updates after the carrier scans your package.
- Delays while a package is still in transit are not covered by Parcel Shield.
Returns & Exchanges
Email cs@elevatestyles.com to start a return or exchange. Include your order number and the item(s) involved (for exchanges, also tell us the color you’d like instead).
- 14 DaysReturn request window
- 7 DaysExchange request window
- 25%Return restocking fee
Returns
- Request within 14 days of receipt.
- We do not provide return shipping. Customers pay return shipping.
- Returns must be sent with tracking. Without tracking, we cannot guarantee the return.
- 25% restocking fee on all returns.
- Items must be brand new: unworn, uncut, unaltered, and not opened / not tried on. Open wigs that have been tried on are not accepted.
- Original shipping paid and Parcel Shield are non-refundable.
- Final sale items are not eligible.
- After we confirm your request and receive/inspect the item(s), we issue the refund (minus the restocking fee).
- Refunds are issued to the original payment method within 5 business days after we receive and inspect your return.
- International returns follow the same rules. Customers pay return shipping. Duties and taxes paid on the original order are non-refundable.
Exchanges
- Exchanges are only for the exact same wig in a different color, with the same style and the same length. We can’t exchange for a different length, style or item.
- Request within 7 days of receipt.
- We do not provide return shipping for the item you send back. Send it with tracking — without tracking, we cannot guarantee receipt.
- Once approved and received, we ship your exchange with free shipping back to you.
- Same condition rules: brand new, unworn, uncut, unopened / not tried on. We do not take back open wigs that have been tried on. Final sale items are not eligible.
Order cancellations: Orders can be cancelled within 24 hours of being placed, as long as the order has not shipped. Email cs@elevatestyles.com with your order number to request a cancellation. After 24 hours, or once an order has shipped, it can’t be cancelled. Items you receive follow the return and exchange policy above.
Product issues unrelated to shipping damage go through regular returns or customer service, not Parcel Shield. Full details: Refund Policy.
Parcel Shield (optional package protection)
Available at checkout for a fee based on merchandise value. It covers eligible packages that are lost in transit, stolen after delivery, or damaged during shipping.
To file a claim, email parcelshield@elevatestyles.com from the email used on the order. Include your order number, shipping address, tracking number, and a brief description. For damage, include clear photos of the item and packaging.
Lost packages
Contact us after 7 days with no tracking update (US) or 20 days (international). Customs holds are not considered lost. International packages marked “return to sender” are treated as lost. Parcel Shield covers eligible losses; without Parcel Shield, these packages are not refundable or replaceable. Losses caused by an incorrect address or refused delivery are not covered — see Return to sender (RTS) / lost in transit.
Delivered but missing
Contact us as soon as possible, and no later than 15 calendar days after the delivery scan. We review carrier records (which may include delivery photos and GPS). Suspected theft after delivery requires a local police report number.
Approved claims
Replacement when available, or refund of the covered merchandise value. The Parcel Shield fee is nonrefundable once the order has shipped.
Delivery Issues & Addresses
Delivered packages without Parcel Shield
If you did not purchase package protection and tracking shows delivered, the order is not refundable under Parcel Shield, and we can’t file a protection claim. We can still pull carrier proof of delivery and open a carrier investigation; any further help is case-by-case after that review.
Return to sender (RTS) / lost in transit
International packages marked “return to sender” are treated as lost. Parcel Shield covers eligible losses; without Parcel Shield, these packages are not refundable or replaceable. Customs holds are not considered lost. Losses caused by an incorrect address or refused delivery are not covered.
Shipping address
We ship to the address provided at checkout. Parcel Shield does not cover loss, misdelivery, or return caused by an incorrect, incomplete, or outdated address.
Need help?
Email customer service at cs@elevatestyles.com for order questions, or parcelshield@elevatestyles.com for protection claims.
Parcel Shield Claims
Protection claims, from the email used on the order
parcelshield@elevatestyles.com