Frequently Asked Questions
Shipping, Returns & Custom Orders
Shipping & Returns
In-stock, non-custom items dispatch within 1–2 business days after payment confirmation. Standard transit is estimated at an additional 2–3 business days to the contiguous 48 US states and Washington, DC.
Free standard shipping on a combined product and custom wig-making service subtotal of $99 or more after discounts, before taxes and shipping; otherwise $12. Contact us before ordering for Alaska, Hawaii, US territories or military addresses.
Request a return of eligible unused, non-custom products within 7 calendar days after receipt. Original packaging, tags, bundle ties and uncut lace must be intact. For change-of-mind returns, actual return-label cost is deducted; original paid shipping is not refunded. No restocking fee. Custom items are not eligible for change-of-mind returns. Incorrect, damaged or defective items remain covered by our policy.
When will a custom wig ship?
Custom wigs are completed and handed to the carrier within 1–2 business days after specifications are approved, required payment is received and materials are ready. Transit is estimated at an additional 2–3 business days for the contiguous 48 states and Washington, DC. Mixed orders ship together.
Can I cancel?
Non-custom orders may be canceled free of charge before carrier handoff. Custom orders may be canceled free of charge until specifications are approved and production has actually started. See our Returns, Refunds & Cancellations Policy.
What if my order is wrong or damaged?
Please report issues discoverable on receipt within 3 calendar days, with your order number and reasonably available photos. Once verified, you may choose a free replacement or refund. Hidden defects and mandatory rights are not automatically excluded.
Do you offer local or rush delivery?
Contact info@moanahair.com before payment. Availability, fees and timing require written confirmation; no same-day or Uber delivery is promised by our standard policy.
How do I qualify for wholesale pricing?
Qualify with a purchase over $500, or provide a valid cosmetology license, seller’s permit or business license. Contact us before payment to verify eligibility and receive the applicable wholesale price. Wholesale qualification is separate from the $99 standard free-shipping threshold.
How long does a standard in-stock order take?
Allow 1–2 business days for processing plus an estimated 2–3 business days in transit, typically 3–5 business days total to the contiguous 48 states and Washington, DC. Arrival dates are estimates.
What happens after a return is approved?
Hand the parcel to the carrier within 7 calendar days after approval. We inspect eligible returns and initiate refunds within 5 business days after receipt; your payment provider may need additional posting time.
Hair Care & Product Selection
How do I choose a product?
Check the selected texture, color, length, lace dimensions and pack quantity. Contact us before purchase if a specification is unclear or if you need help matching bundles and a closure or frontal.
How should I care for my hair or wig?
Follow the care guidance for your specific product. Detangle gently, avoid excessive heat and do not cut the weft. Contact us before bleaching, coloring or making other alterations. Such alterations affect change-of-mind return eligibility.
How do I contact you?
Email info@moanahair.com with your order number or product question.
What do the factory grades mean?
Where listed, 10A and 12A identify the factory's grade designation for that item. Compare the actual material, texture, lace dimensions, density and pack specifications; the grade is not an independent certification.
Can every product be dyed or bleached?
Follow the guidance on the specific product page. Starting color, prior processing and hair condition affect results. Strand-test first and consult a professional stylist; alterations affect change-of-mind return eligibility.