We've noticed something recently about a lot of our visitors, you view the website a lot, and over a long period of time, before deciding to buy. Noticing that, we have decided to tell you a little bit about us:
Zarawigs.com is owned by me, Michelle. When I started the business, I tried to give everyone excellent customer service, even if that meant talking on the phone for an hour or more, consulting a single customer on a wig. Many of these customers, who clearly knew the answers to their own questions, just wanted to hear them from a live person :)
Eventually, it became too much for me to handle the customer service and run the business (so sorry to my old customers), but I had to have someone take that over so I could just focus on the back end of the business. In 2010, we opened a store so there are more people now.
Jeanette is our Operations Manager and handles consultations, escelated customer service issues, payment transactions, and makes sure things run smoothly.
Angela is our Retail Store Manager and handles telephone and in person consultations, inventory and shipment of merchandise from our retail store.
Ann is our Customer Service Representative and handles the first line of telephone calls, transferring calls or scheduling callbacks when necessary.
Sometimes phone consultations take an hour or more, so while one customer is getting one-on-one service, the person calling 4 times an hour doesn't get through :)
We really try to provide a good customer experience with your purchase, from the quality of the product, to the care we take with packaging and shipping. Having said that, there is no business in manufacturing with zero defects. Things can go wrong, I'll be perfectly honest. It would be misleading to act as though nothing ever goes wrong and every wig is perfect. When this does happen, we do our best to resolve every issue, but it doesn't happen overnight.
So having said that, here's a brief overview of things:
We do offer an exchange policy, if you have not altered the wig, whether you have ordered a stock wig or a custom wig. You can exchange your wig for a stock or a custom wig, of similar specification. However, if you decide to get a custom wig as an exchange, we cannot expedite the manufacturing time.
Once you alter the wig, we cannot exchange it.
If you perform any chemical services on the wig and this includes color, curly perming, or any ill-advised treatments you may read about on a message board, we absolutely do not cover any resulting damage to the wig.
If your wig suffers wear and tear over time, we do offer repair services. We do not personally quote the cost of repairs and so we will not know the cost of the repair until your wig is returned to our wigmakers, inspected and quoted. We only charge our cost plus shipping.
I hope that gives you a little insight about us, and we look forward to hearing from you if you ever have any questions or concerns.
PS: A lot of people ask where we're located. We're located in the city of American Canyon, which is considered the "gateway" to Wine Country, in Northern California. Our office is in an office building that houses many other professional businesses, most of which cater to other businesses, not consumers. As such, we're not zoned for retail or walk in clients, and we don't accept them at our office location. (Maybe one day, I'll post photos of the building, which is actually quite huge, even though we don't occupy most of the space there.
You can, however, visit our retail store in Northern California.