shipping & returns

JoBelle Hair Mastery Shipping and Returns Policy

Last Updated: September 26, 2026

This policy explains how we process, ship, and deliver your order, and how cancellations, returns, and exchanges are handled. It forms part of our Terms and Conditions, available in the website footer.

1. Products Covered

This policy applies to all products sold by JoBelle Hair Mastery, including:

Custom wigs: units made to order based on your selections, including custom-to-wear wigs
Ready-to-ship wigs: pre-made units that are not custom designed
Hair extensions and bundles: including all extension types and loose hair bundles
Other products: hair care products, tools, accessories, and any other physical products we offer
Digital products: e-books, guides, and other downloadable or online materials

Where a product page lists specific terms, such as a different processing time or a final sale notice, those terms apply to that product in addition to this policy.

2. Processing Times

Please allow the following processing times before your order ships or is ready for pickup:

Custom and custom-to-wear wigs: 12 to 14 business days
Hair extensions: 5 to 7 business days
Ready-to-ship wigs and other in-stock products: prepared as soon as possible after your order is confirmed, unless a different processing time is shown on the product page

Processing begins once full payment is received and all order details are confirmed. Business days are Monday to Friday, excluding statutory holidays. If any delay is expected, we will contact you promptly.

3. Local Pickup

Where local pickup in Calgary is offered at checkout, we will notify you by email when your order is ready. Please bring your order confirmation when collecting your order.

4. Shipping Times

Shipping time is in addition to processing time. Once your order has shipped, please allow:

Within Canada: 2 to 5 business days
International: 6 to 10 business days

These are estimates provided by our shipping carriers. Delivery times may vary due to carrier delays, weather, holidays, or customs processing.

5. Order Confirmation and Tracking

You will receive a confirmation email once your order is placed, and a second email with your tracking details once your order has shipped. Please check your spam or junk folder if you do not see these emails.

6. Shipping Address

Please make sure your shipping address is complete and accurate at checkout. JoBelle is not responsible for orders that are delayed, lost, or delivered to the wrong location because of an incorrect or incomplete address provided by the client. If you notice an error, contact us immediately. We will do our best to update your address before your order ships, but we cannot guarantee changes once an order has been dispatched.

7. Shipping Insurance

All tracked shipments include the carrier's standard coverage. This coverage is limited and often does not cover the full value of a wig or hair order.

For this reason, we strongly encourage every client to purchase shipping insurance at checkout. Insurance allows us to file a claim for the full value of your order if your package is lost or damaged in transit, so you can receive a full refund or replacement.

If shipping insurance is not purchased, any refund for a package lost or damaged in transit is limited to the amount recovered through the carrier's standard coverage, to the extent permitted by law.

8. Lost, Stolen, or Delayed Packages

If your package is delayed or missing, please contact us at info@jobellehairmastery.com and your shipping carrier as soon as possible. We will work with you and the carrier to locate your package and support any insurance claim.

JoBelle is not responsible for packages that are lost or stolen as a result of the client's actions, including an incorrect address, failure to collect a package from the carrier, or theft after the carrier has confirmed delivery.

Shipping carriers are independent businesses with their own policies, and JoBelle is not responsible for delays caused by the carrier.

9. Customs, Duties, and Taxes

International clients are responsible for all customs duties, import taxes, and brokerage fees charged by their country. These charges are not included in your order total and are collected by the carrier or customs authority at delivery. JoBelle is not responsible for these charges or for delays caused by customs processing.

Packages refused or returned because customs charges were not paid are not eligible for a refund of the original shipping cost.

10. Order Cancellations

All cancellation requests must be emailed to info@jobellehairmastery.com.

Custom Wigs:

Within 24 hours of ordering: full refund
After 24 hours: orders cannot be cancelled or refunded, as production of your custom unit will have begun

Ready-to-Ship Wigs: Cancellation requests must be made within 48 hours of ordering and before the order has shipped or been picked up. Orders cancelled within this window will receive a full refund. Once a ready-to-ship wig has shipped or been picked up, it can no longer be cancelled.

Hair Extensions and Other Products: Orders may be cancelled for a full refund before they have shipped or been picked up. Once shipped or picked up, our Returns and Exchanges terms apply.

Digital Products: Digital products cannot be cancelled once access has been provided or the file has been downloaded.

Cancellation by JoBelle: If JoBelle cancels your order for any reason, you will receive a full refund of the amount paid.

11. Returns and Exchanges

To request a return or exchange, please email info@jobellehairmastery.com with your order number before sending anything back. Returns sent without approval may not be accepted.

Custom Wigs: Because each custom unit is made specifically for you, all sales of custom wigs are final. Custom wigs are not eligible for refund or exchange, except where the unit is defective.

Ready-to-Ship Wigs: For hygiene reasons, ready-to-ship wigs are final sale once they have shipped or been picked up, except where the unit is defective.

Hair Extensions and Bundles: Extensions and bundles may be returned or exchanged within 7 days of delivery or pickup, provided the hair remains in its original, unused condition and packaging. Hair that has been opened, altered, washed, coloured, cut, or damaged in any way is not eligible for return or exchange.

Other Products: Unless the product page states otherwise, other products may be returned or exchanged within 7 days of delivery or pickup, provided they are unopened, unused, and in their original packaging. For hygiene reasons, opened hair care products are not eligible for return.

Digital Products: All sales of digital products are final.

Return Shipping: The client is responsible for all return shipping costs for eligible returns and exchanges. We recommend using a trackable shipping service with insurance, as JoBelle is not responsible for returns lost in transit.

12. Defective Items

If any product arrives defective, please contact us within 48 hours of delivery or pickup at info@jobellehairmastery.com with your order number and clear photos showing the issue. Please do not wash, cut, colour, use, or alter the item before contacting us. Claims made after 48 hours may not be eligible.

We will review your claim and may ask you to return the item for inspection. If our review confirms the issue was caused by a product or workmanship error, JoBelle will arrange and cover the cost of return shipping, and offer a repair, replacement, or refund, depending on the issue.

Normal shedding, tangling caused by improper care, or changes resulting from styling, colouring, or heat are not considered defects.

13. Refunds

Approved refunds are issued to your original method of payment once the returned item has been received and inspected. Please allow additional time for your bank or card provider to process the refund. Original shipping charges are not refundable, except where the item is defective or the order was cancelled by JoBelle.

14. Contact Us

For questions about shipping, cancellations, or returns, please contact:

JoBelle Hair Mastery
Unit 200, Unfiltered YYC
909 5th Avenue SW
Calgary, AB T2P 3G5, Canada
Email: info@jobellehairmastery.com