Shipping policy

Shipping Policy

Last updated: April 30, 2026

Thank you for shopping with Kaelyss. This Shipping Policy explains how Kaelyss processes, ships, delivers, and handles shipping-related issues for online orders, custom orders, semi-custom orders, ready-to-wear hairpieces, accessories, care products, and in-studio pickup orders.

By placing an order with Kaelyss, you agree to this Shipping Policy, our Terms of Service, and our Return, Exchange, Cancellation & Appointment Policy.

1. Business information

Kaelyss LLC
1 W Superior St, Suite 200, Loft 22
Chicago, IL 60654
Email: contact@kaelyss.com
Phone: 312-471-0725

2. Order processing times

Order processing time is the time Kaelyss needs to review, prepare, inspect, package, and release an order before it is given to the shipping carrier.

Processing time is separate from carrier delivery time.

Estimated processing times may vary depending on the product type:

Ready-to-ship accessories and care products: usually process within 1–3 business days.
Ready-to-wear wigs, toppers, toupees, and hairpieces: usually process within 2–5 business days after order review and quality inspection.
Custom or semi-custom wigs, toppers, toupees, hair systems, and medical wig / cranial prosthesis pieces: processing and completion times vary depending on sourcing, customization, preparation, fitting, inspection, and availability.
Pre-order, special-order, or made-to-order items: ship only after the item is completed, received, inspected, and approved for release.

Business days are Monday through Friday, excluding weekends and holidays.

Processing may take longer during holidays, promotional periods, product launches, supplier delays, custom preparation, order verification, or high-volume periods.

3. Shipping timelines are estimates

All shipping, delivery, production, processing, and completion timelines are estimates only unless Kaelyss provides a specific written guarantee.

Estimated shipping times shown at checkout refer to the carrier’s estimated transit time after the package has been shipped. They do not include Kaelyss processing time, customization time, inspection time, or order verification time.

Kaelyss is not responsible for carrier delays, weather delays, customs delays, incorrect address delays, failed delivery attempts, holiday delays, or events outside of our control.

If Kaelyss cannot ship an online order within a clearly promised shipping timeframe, Kaelyss will follow applicable legal requirements, which may include asking for the customer’s consent to a delay or providing a refund for unshipped merchandise if required by law.

4. Custom and semi-custom order timelines

Many Kaelyss wigs, toppers, toupees, hair systems, and hairpieces are custom or semi-custom because they may involve client-selected or client-specific details such as cap size, base size, density, color, length, lace type, parting, clips, hair type, styling, fit, or preparation.

Custom and semi-custom timelines may vary depending on:

Hair availability
Color availability
Cap or base availability
Sourcing time
Customization requirements
Supplier timelines
Client approval
Fitting requirements
Quality control
Shipping carrier timelines

Estimated completion dates for custom and semi-custom orders are not guaranteed unless expressly confirmed in writing by Kaelyss.

Delays in custom or semi-custom production do not automatically qualify an order for cancellation or refund unless required by applicable law or unless Kaelyss determines that the order cannot be fulfilled.

5. Shipping carriers

Kaelyss may ship orders using carriers such as USPS, UPS, FedEx, DHL, or another carrier selected by Kaelyss.

The carrier used may depend on the order value, destination, shipping service selected, insurance needs, signature requirements, and product type.

Kaelyss reserves the right to select, upgrade, restrict, or change the shipping carrier or shipping method when needed for security, insurance, delivery protection, or order value.

6. Shipping rates

Shipping rates may be calculated at checkout or communicated by Kaelyss before shipment.

Shipping fees may vary based on:

Destination
Package weight
Package size
Shipping method
Insurance
Signature confirmation
International customs requirements
Order value
Delivery speed

Shipping fees are non-refundable unless required by applicable law or unless Kaelyss determines otherwise.

7. Signature confirmation and insured shipping

Because Kaelyss products may be high-value, personal, custom, semi-custom, or difficult to replace, Kaelyss may require:

Signature confirmation
Adult signature confirmation
Shipping insurance
Tracking
ID verification
Billing and shipping address verification

Signature confirmation may be required for wigs, toppers, toupees, hair systems, medical wig / cranial prosthesis pieces, custom orders, semi-custom orders, and other high-value orders.

If a customer is not available to sign for a package, the customer is responsible for following the carrier’s instructions to reschedule delivery or pick up the package.

Failure to sign for, pick up, or accept delivery does not qualify the order for a refund.

8. Accurate shipping information

Customers are responsible for entering a complete and accurate shipping address at checkout.

Kaelyss is not responsible for delays, failed delivery, misdelivery, return-to-sender packages, or lost packages caused by incorrect or incomplete shipping information provided by the customer.

This includes, but is not limited to:

Wrong street address
Wrong apartment, suite, or unit number
Missing apartment, suite, or unit number
Incorrect ZIP code
Incorrect city or state
Wrong recipient name
Business address errors
Dormitory, hotel, mailroom, or concierge delivery issues

If a package is returned to Kaelyss because of an incorrect address, failed delivery attempt, refusal, or failure to pick up the package, the customer is responsible for any additional shipping fees.

9. Address changes

Address change requests are not guaranteed.

If you need to update your shipping address, contact Kaelyss immediately at contact@kaelyss.com.

Once an order has been processed, packed, labeled, or shipped, Kaelyss may not be able to change the address.

Kaelyss is not responsible for packages shipped to the address entered by the customer at checkout.

For fraud prevention, Kaelyss may refuse to ship to an address that does not match payment, billing, verification, or risk-review information.

10. Order verification and fraud prevention

Kaelyss reserves the right to review, verify, delay, cancel, or refuse an order for security or fraud-prevention reasons.

Kaelyss may request additional information before shipping, including but not limited to:

Order confirmation
Identity confirmation
Billing confirmation
Address confirmation
Payment verification
Signature requirement
Written confirmation of policy agreement

If Kaelyss cannot verify an order, Kaelyss may cancel the order and issue any required refund according to applicable law and our policies.

11. Tracking information

When an order ships, Kaelyss may provide tracking information by email, text message, or through the customer’s order page.

Tracking updates are controlled by the carrier. Kaelyss is not responsible for carrier tracking delays, missed scans, inaccurate carrier updates, or delayed carrier notifications.

Customers are responsible for monitoring tracking information and being available to receive the package.

12. Lost, stolen, or missing packages

If tracking shows that a package was delivered, but the customer states that it was not received, the customer must contact Kaelyss and the shipping carrier as soon as possible.

Kaelyss may assist with a carrier claim when appropriate, but Kaelyss is not responsible for packages that are lost, stolen, misdelivered, or missing after the carrier marks the package as delivered, except where required by law or where Kaelyss determines otherwise.

Customers should check:

Front door
Mailbox
Building mailroom
Package room
Concierge or front desk
Leasing office
Neighbors
Household members
Security camera footage
Carrier delivery photo, if available

For high-value orders, Kaelyss strongly recommends shipping to a secure address where someone is available to sign.

13. Damaged packages

If your package arrives damaged, contact Kaelyss within 24 hours of delivery at contact@kaelyss.com.

Include:

Order number
Photos of the outside packaging
Photos of the shipping label
Photos of the damaged box or envelope
Photos of the product
Photos of any missing or damaged contents
A short video if requested by Kaelyss

Do not discard the packaging. The carrier may require packaging photos or inspection for a claim.

Damage to exterior packaging does not automatically mean the product is defective or eligible for refund, exchange, or replacement.

Kaelyss will review the information and determine the next step according to our Return, Exchange, Cancellation & Appointment Policy and applicable law.

14. Wrong item or missing item

If you believe you received the wrong item or an item is missing from your order, contact Kaelyss within 24 hours of delivery.

Email contact@kaelyss.com with:

Order number
Photos of the package
Photos of all items received
Photos of packing materials
Photos of the shipping label
A description of the issue

Do not wear, cut, wash, style, alter, install, or use any item if you believe there is an order issue.

Kaelyss will review the claim and determine whether correction, replacement, exchange, or another remedy is appropriate.

15. Refused deliveries

Refusing a package does not cancel an order and does not qualify the order for a refund.

If a customer refuses delivery, fails to sign for the package, fails to pick up the package, or the package is returned to Kaelyss, the customer is responsible for:

Original shipping fees
Return shipping fees
Reshipping fees
Carrier fees
Handling fees
Any customs, duties, or import fees
Any applicable restocking, inspection, or administrative fees

Because Kaelyss products are often personal, hygienic, custom, or semi-custom, a returned or refused package may not be eligible for resale, exchange, or refund.

16. Return-to-sender packages

If a package is returned to Kaelyss by the carrier, Kaelyss will review the reason for return.

Return-to-sender packages may result from:

Incorrect address
Missing apartment or suite number
Failed delivery attempts
Refused delivery
Unclaimed package
Carrier issue
Customs issue
Unpaid duties or taxes
Recipient unavailable

If the issue was caused by customer error, refusal, or failure to accept delivery, the customer is responsible for any additional fees before the package is reshipped.

Kaelyss is not required to refund returned-to-sender packages unless required by law.

17. In-studio pickup

Some orders may be eligible for pickup at the Kaelyss studio in Chicago.

In-studio pickup is by appointment only.

Customers must wait for confirmation from Kaelyss before coming to pick up an order.

Kaelyss may require:

Appointment confirmation
Order confirmation
Government-issued ID
Signature at pickup
Final balance payment before release
Policy acknowledgment

Once an item is picked up, released to the customer, or taken from the studio, it is considered delivered and subject to Kaelyss’s Return, Exchange, Cancellation & Appointment Policy.

18. Local delivery or courier service

Kaelyss may offer local delivery or courier service in limited situations at its discretion.

Local delivery is not guaranteed and may require an additional fee.

Delivery windows are estimates only.

If local delivery is attempted and the customer is unavailable, additional delivery fees may apply.

19. International shipping

Kaelyss may offer international shipping to select countries at its discretion.

International customers are responsible for all customs fees, duties, taxes, brokerage fees, import fees, VAT, tariffs, and any other charges required by the destination country.

These charges are not included in the product price or shipping fee unless expressly stated.

Kaelyss is not responsible for:

Customs delays
Customs holds
Customs inspections
Unpaid duties or taxes
Refused international packages
Import restrictions
Delivery delays outside the United States
Packages returned because of customs issues

Refusing an international package or failing to pay customs charges does not qualify the order for a refund.

20. Shipping restrictions

Kaelyss may restrict shipping to certain addresses, countries, regions, freight forwarders, hotels, temporary addresses, P.O. boxes, package lockers, mailrooms, or high-risk locations.

For high-value orders, Kaelyss may require a physical address and signature confirmation.

Kaelyss reserves the right to cancel or refuse shipment where delivery risk, fraud risk, customs risk, or carrier restrictions are too high.

21. Pre-orders, special orders, and backorders

Some products may be listed as pre-order, special order, backorder, made-to-order, custom, or semi-custom.

These items do not ship immediately.

Estimated timelines are provided for planning purposes only and may change due to sourcing, supplier availability, production, customization, inspection, or carrier delays.

If Kaelyss cannot ship an online order within a promised timeframe, Kaelyss will follow applicable legal requirements.

22. Split shipments

Kaelyss may ship items from the same order separately.

For example, accessories may ship before a wig, topper, toupee, hair system, custom order, or semi-custom order is ready.

If an order is shipped in multiple packages, separate tracking numbers may be provided.

23. Shipping insurance claims

If a shipment is insured and a package is lost or damaged in transit, Kaelyss may file or assist with a carrier insurance claim.

Customers may be required to provide:

Photos
Videos
Written statements
Packaging materials
Carrier forms
Police report, if requested
Signature or delivery confirmation information
Any other documentation required by the carrier or insurer

Insurance claims are subject to carrier or insurer review and approval.

A carrier or insurance claim does not guarantee a refund, replacement, or exchange.

24. Shipping and final sale policy

Shipping issues do not change Kaelyss’s final sale policy.

Kaelyss wigs, toppers, toupees, hair systems, medical wigs, cranial prosthesis pieces, custom orders, semi-custom orders, services, deposits, consultations, and opened products remain subject to Kaelyss’s Return, Exchange, Cancellation & Appointment Policy.

Shipping fees are non-refundable unless required by law or unless Kaelyss determines otherwise.

25. Contact us

For shipping questions, contact: