“I checked my order status and it still says Processing. Why hasn’t it shipped yet?”
Orders ship immediately after they are completed, so if it says “Processing”, it means it’s not ready yet. It is undoubtedly for one of these three reasons.
- If you placed a Wig Purchasing Service order, your wig has not arrived to me from the supplier.
- If you placed a custom order, I have not yet completed the work.
- If you placed on order for Wig Supplies, some of them are temporarily out of stock or need to be made. (I make Wig Dye, Pomade, and Conditioner on Friday nights.)
I understand how stressful it can be not knowing if parts of your costume will be done in time, and this includes wigs and accessories. So I really appreciate your patience while waiting for me to complete your items.
“Can you send me an update when you’re taking new custom wig orders?”
The absolute best way to get updates is to subscribe to my Twitter: twitter.com/zoocandy
I update my Twitter feed whenever there is a status change with any of my work. Please do not ask me if I could send you an email whenever I have an update. It’s just not realistic.
“Can you tell me how to make this wig?”
Yeah, I can. But instead, I’m going to concentrate on completing people’s orders.
I spent three years writing a complete guide to Wigcraft that can teach you how to make ANY wig. I’d suggest you check it out! ^_^
“Some of the items on your website say they’ll take months to make. Why does it take so long?”
I am a full-time mom of a busy toddler, and only have a few hours every night to do my work. As a result, I have a very limited amount of time for custom orders. The time frame given is an estimate, but it can sometimes take much longer.
If you have a specific deadline you need the custom item by, please note that during checkout, and I will do my best to meet it. Or, if I know that I won’t possibly be able to complete the item by your deadline, I will email you to let you know.
Petting Zoo Policies
Even though the Petting Zoo isn’t a big corporation, it is my business, and I have some policies that I expect customers to follow if they want to shop here. These rules aren’t set up to try to constrain you, they’re just things I’ve found help things run smoothly around here, so everyone’s orders can get out as quickly as possible. ^_^
I’m an honorable woman who sticks to her deals. Because of this, I really don’t give any slack to people who try to get around the rules for their own gain. Please don’t ask me to make an exception in my policy for you, because I won’t. >_<
Custom Work Reservation Policies
I do not have a waiting list.
All orders are completed in the order they are received, so if you want me to make a custom item for you, just place an order, and I’ll put it on my schedule. Again, if you need it by a particular date, note that during checkout. If not, I’ll send it to you as soon as it’s completed.
If I’m booked, I’m booked. No bribes, please.
This isn’t only rude to me, it’s rude to all my other customers. When you try to offer me more money to “squeeze” your order into month that is already booked, you’re wasting your time, and insulting my Samurai Honor! >,<
All orders must be paid for in full before any work will begin.
What this means is, if you would like me to reserve a space of time to make your wig or accessory, you will need to give me the full payment. I do not have a “payment plan”. All payments must be made in full at the time you place your order.
I no longer accept money orders.
I now accept payment through Paypal only, since it creates a payment record that you can access, and an easy way for both you and I to track packages when they’re sent. You do not need to sign up for a Paypal account to order from me. You can use your credit card to order, and it will be processed by Paypal. (I do not accept direct credit card orders, so please don’t send me your credit card info via email.)
Although I prefer payment in US Dollars, I can except a few other currencies through Paypal. If for some reason you are unable to pay in USD, I can also accept Canadian Dollar, Euro, Pound Sterling, and Yen payments.
It is YOUR responsibility to provide accurate contact information.
If I cannot get a response from the email address you provide me, or if you give me an invalid email address, I will have no way to let you know that your wig is done, follow up on shipping, or to ask questions about your design preference. This is especially important for those of you with Character Wig orders, as I will only ship the finished wig to you with YOUR approval. If you do not respond when I send you the finished snapshots, you risk losing your wig. I will try multiple times to contact you, but if I do not receive a response after 30 days, your wig will be considered ABANDONED, and becomes my property to sell.
Purchasing Service Orders
Orders for wigs or extensions placed through my International Purchasing Service are only refundable BEFORE the items have been ordered from the suppliers. After the items have been ordered, I will not be able to give ANY refunds.
Regardless of whether or not you’ve worn the wig or accessory, or used the wig supplies, I cannot accept any returns. This is California State Health Code talking here. I do not offer refunds on wig supplies, but will happily replace supply items damaged in transit with proof of damage.
Once an item has shipped, it is no longer my responsibility.
If you want tracking on your order, it is your responsibility to upgrade to Express Mail. Items shipped by standard service do not include tracking, and I will not be able to give you the status of the package once it has left my hands.
I reserve the right to refuse service.
Do not make the mistake of thinking that I will not refuse payment or cancel your order if you harass me.
As odd as this may seem, I don’t believe in “The customer is always right”, because too many people think that means “The customer is superior”. I believe that any business relationship should be a partnership, not slavery. You are paying me for my time and expertise, not for a license to threaten, harass, or insult me.
If I have already begun work, I will treat it as a partial refund, and only refund the materials and shipping cost.