Shipping and Return Policy

Available Couriers & Their Restrictions

We currently offer courier services to our customers with Canada Post, Fedex, and UPS. We also offer DHL for international customers only.

If your shipping address is a PO Box, you can only select Canada Post as your courier - FedEx and UPS do not have access to these boxes, which will result in your order being automatically marked as Return to Sender by the courier.  We do our best to flag orders shipping to PO boxes using the incorrect courier Prior to processing and shipment, and we will contact you in these cases, but we cannot guarantee that we will be able to do so.  Vega Theatrical Supplies is not responsible or financially responsible if the parcel cannot be delivered, is delayed and or is marked Return to Sender by the courier.

FedEx, UPS, and DHL consider all aerosol products (hairspray) as “dangerous goods”, and as such do not ship these products.  Please select Canada Post as your courier if your order includes these items.

Shipping Address & Contact Info

The information we have in regards to an order, including contact email addresses and shipping addresses, are as submitted by the customer. We have no means of knowing whether the information is correct, nor can we accurately adjust any information without the customers verification. We rely on the customer to submit their information correctly, and encourage you to double-check all information before confirming your order. Below are guidelines and practices that will aid in this.

1) Using the correct recipient name

The recipient name on your order should be your real name, or your name as it appears on your government identification. Please do not place orders using pseudonyms, cosplay names, or other alternative names. These names, if you wish, can be provided in the "company" line of the shipping address, but should not be used as your primary name. This is for several reasons.

If you are required to pick up your order from the couriers post office/pickup location, you will typically be asked to show ID so that they can verify you are the recipient. If the name on the box does not match the name on your ID, they may not release the parcel to you, regardless of whether you have a delivery notice or other documentation. We unfortunately have no means of intervening - your order will be returned to sender if it is not claimed.

If your order is passing through customs, it must have your legal/real name on the parcel. Pseudonyms/cosplay names/etc are not permissable.

If your order is likely to be received by someone else, please include their name in the "company" line, written as "Care of [name]". Some couriers may allow this person to receive the order on your behalf, as their name is shown on the label. Otherwise, submit the recipients name as theirs instead of your own.

2) Contact email address

Please ensure that the email address used to submit your order is correct. If there is a typo in the email, all automatic notifications - including your order confirmation and shipping confirmation - will not send. We cannot accurately predict what the email address should be and thus cannot change it.

Please also ensure that email address used is one that you commonly use. Your browsers autofill may accidentally fill in an email that you do not use, and it may be an outdated or incorrectly written one.

It is important that your email address is correct not only so that you may receive all notifications, but that we may also contact you with any concerns about your order.

3) Shipping Address Formatting

Your shipping address must include:

• Your full street address, with building/house number - please ensure that your street suffix ("street", "road", "boulevard") is included.
• Unit/Suite Number (if applicable)
• Business/Company name (if applicable - typically used if delivery is to your workplace)
• Your correct city name and province/state name (if applicable to your region)
• Your correct postal code/zip code/equivalent identifier in your country
• A valid contact phone number

It is the customers responsibility to ensure that the shipping address is submitted with the correct information. Incorrect shipping addresses will directly affect successful delivery. Our shipping software can occasionally recognize incorrect shipping addresses prior to order processing, but this varies country to country. Please double check your shipping address is correct before order confirmation.

Shipping Methods & Delivery Schedules (Domestic/Within Canada)

All dates are shown as business days, and do not include processing time. All domestic shipping methods include tracking.

Canada Post (Please select this courier if your shipping address is a PO Box):

FedEx. (Please note FedEx Ground is NOT a priority method, and will have an additional day added, as pickups must be scheduled):

UPS:

Shipping Methods & Delivery Schedules (International EXCLUDING USA)

All dates are shown as business days, and do not include processing time.

Please review our policy regarding Customs and Duties for International Orders prior to ordering.

Delivery times will vary depending on distance travelling and are shown as average times only.  Rates are calculated based on distance, and size/weight of the parcel.  Delivery times are not guaranteed.  Delivery times do not include time spent in customs.

To our UK customers, in regards to Brexit: As of January 1st, 2021, the UK is no longer a part of the European Union. Presently, we will continue to ship to the UK. While Canada and the UK have not completely ratified a trade agreement post-Brexit, the previous trade agreement with the UK when they were still a part of the EU (CETA) is being honoured by both nations. While we expect the new agreement to be relatively unchanged from CETA, thus ensuring that our UK customers will be unaffected, we will monitor the situation accordingly, and will announce any changes that may affect our UK customers.

Canada Post (transfers to receiving country’s national courier upon arrival:

UPS:

DHL (including Central America, South America, Mexico, Puerta Rico and US Virgin Islands, Europe, Asia and American Samoa, Australia, and Africa):

Shipping Insurance

Shipping insurance is included on all domestic shipments with Canada Post, FedEx and UPS, as well as any international methods that include tracking as a part of their service.  Shipping insurance is not included on "Small Packet" international shipping methods, as there is no tracking information available.  Please be aware that we cannot offer replacements on parcels shipped via "Small Packet" methods, as they are uninsured.

Please see "Lost, Late or Damaged Orders" for our policy regarding the claims process.

If you live in an apartment/building with unsecured mailboxes or suspect package tampering at your residence, we advise having your order delivered to a secure location.  We are not responsible for stolen packages, and our couriers do not insure packages once they are marked as delivered.

For tips on how to prevent porch/parcel theft, check out our blog post.

Customs and Duties for International Orders 

International packages will be subject to additional fees for customs/duty charges imposed and collected by your country's customs office. We do not have any means of determining how much these fees will be.  Payment of these customs fees/duty charges are the sole responsibility of the customer and are not collected or paid in advance by Vega Theatrical Supplies.  The duration of time a parcel is subject to customs inspections is at the discretion of your country’s customs office, and cannot be affected in any way.  Shipping time estimates do not include time spent in customs.

We cannot mark a parcel as a “gift” or falsify the value of the products within the order so that you may evade paying customs/duties. This is mail fraud. All requests will be immediately denied.

Please ensure in advance that the items you are ordering are not subject to any import restrictions your country may have.  Vega Theatrical Supplies is not responsible if your order is seized during customs, or rejected/sent back.  If your order is sent back by your country’s customs office, we will contact you upon its return to our warehouse with further instructions for you if you choose to have it shipped again (at your own risk).

Rerouting In-Transit Orders

Vega Theatrical Supplies is unable to change the shipping address or re-route an order once it is in transit.  We ship to the address provided to the customer, and assume it is correct.  If you notice in your order confirmation that your address was submitted incorrectly (wrong street number, unit number missing, or if an autofill provided an old address), and your order has NOT shipped yet, please contact us immediately at orders@vegatheatricalsupplies.ca with your order number and updated address.  Once an order is picked up by the courier, we are unable to affect its delivery.  As the buyer, you are potentially able to do so, depending on what courier is delivering your order:

Canada Post: You can designate your Delivery Preference through your tracking information page.  Canada Post will not allow sending to another address other than what is on the label, but will direct the package to the nearest post office upon request of the recipient.  Canada Post cannot guarantee this request, but will make a reasonable effort.  Vega Theatrical Supplies cannot redirect a delivery on the customer’s behalf.

FedEx: You will need to contact FedEx Customer Support, and provide them with your tracking number (which you can locate in your shipping confirmation email).  They will present you with your available options.  Vega Theatrical Supplies will not redirect a delivery on the customer’s behalf.

UPS: Customers can sign up for UPS My Choice to reroute deliveries.  Vega Theatrical Supplies cannot redirect a delivery on the customer’s behalf.

Processing Times and Business Hours

Orders take 5-7 business days to process after submitting during normal volume, and typically 8-10 business days during high volume (such as sales or holidays).  Please check our page for notices regarding our current turnaround time.  Processing time does not include weekends or scheduled holidays. 

Our business hours are Monday through Friday, 9:30 am to 5:30 pm EST. 

All orders are processed sequentially by order number.  You can check the status of your order at any time through your order confirmation email.  Upon processing, you will be sent a shipping confirmation email, with your tracking number (if available, as a part of your selected shipping method’s service).  If you have misplaced/deleted these emails, please contact us at orders@vegatheatricalsupplies.ca and we can re-send them to you.

Cancelling Orders

If you would like to cancel your order, please email us as soon as possible with the subject “CANCEL [your order number]”.  We will do our best, but we cannot guarantee canceling your order before shipment.  Once an order is shipped, it cannot be cancelled in any way.  We will only refund orders that return to our warehouse.

Return Policy for Arda Wigs products (wigs and wig accessories)

Wigs and wig accessories can be returned only if we mispackaged/sent the incorrect item and the customer has not worn, tried on, or styled any of the products purchased.  Please contact us via email at orders@vegatheatricalsupplies.ca within five business days (not including weekends) of receiving your order.  Please detail your situation, including your full name/name on the order and the order number, and attach a photo of the product and the packing slip to the email. If you are contacting us with a different email than that used on the order, please provide the original order email as well.  A customer service representative will be in contact with you and will determine whether you are eligible for a return/exchange.

To be eligible for a return, the item must be in its original condition, including the packaging (tissue, netting, plastic bag). If the customer has altered or worn any wigs or wig accessories purchased, does not inform us of their return request within five business days, or does not have the appropriate packaging in its original condition, their eligibility for return is voided.  Please be honest with your returns. If you’ve put it on your head, with or without a wig cap/hair net, do not send it back.  Believe it or not, we can tell.

"Styling" refers to: brushing out a curl, cutting/trimming any part of the wig, removing or adding wefts, moving a part from its original position, trimming the mesh/lace from a lace front, altering a lacefront hairline (adding or removing fibres), undoing and redoing a pre-set ponytail, straightening or curling a wig, teasing sections that are not pre-teased, washing the wig, using styling products on the wig, or using heat on it in any way. 

There will be NO exchanges unless an error was made on the item shipped.

Full refunds will only be given if a mistake was made by our shipping department. We will happily ship you the correct item immediately.  Customers with mistaken or defective items will be provided return labels free of charge. 

ALL SALES OF CLEARANCE AND DISCONTINUED ITEMS ARE FINAL.

Return Policy for Lumin's Workshop products

For any concerns regarding orders and deliveries of Lumin’s Workshop products, please contact us via email at orders@vegatheatricalsupplies.ca within five business days (not including weekends) of receiving your order. Please detail your situation, including your full name, order number, and attach a photo of the product and the packing slip to the email. If you are contacting us with a different email than that used on the order, please provide the original order email as well.

We assess all concerns regarding Lumin’s Workshop products on a case-by-case basis.

Return to Sender Policy

A previously shipped order may be marked as Return to Sender (RTS) by the courier for a variety of reasons. This is not due to interference by Vega Theatrical Supplies.  If your parcel is marked RTS for the listed following reasons, and you wish to have it sent out once again, you will be responsible for purchasing additional shipping in order to do so. If you'd instead like to have the item(s) refunded, the original shipping will not be refunded if:

• Incorrect address/recipient
• Failure to claim at post office/pick-up facility after notice (either with a delivery notice left by the courier, or through available tracking information as a part of your shipping method’s service)
• Customer rejected paying customs/duties (applies to international deliveries only)

If your parcel is marked RTS, we will contact you upon its delivery to our warehouse with further instructions on how to purchase additional shipping if you so choose. 

Sometimes parcels are marked RTS due to errors made by the courier, at no fault to the customer.  In these cases, we investigate on a case-by-case basis, and will contact you about further steps.

If your order was originally shipped with our Free Shipping offer, you will be required to pay for postage to have it delivered once again, unless otherwise noted.

Lost, Late, or Damaged Orders 

If your tracking number states that your package is delivered but you are unable to locate your delivery, please do the following before contacting us:

• Check your mail area (mailbox, lobby, front desk/concierge, etc)
• Ask other residents of the home if they received it on your behalf without notifying you
• Inquire with neighboring residences if the parcel was misdelivered to their address

If you are unable to locate your delivery after 48 hours, please contact us at orders@vegatheatricalsupplies.ca, with the subject line "Missing Order #[xxxxx]" and provide as much information as possible for us to file a claim with. 

We will do our best to get the claims process underway as quickly as possible.  Please include the name on the order, email associated with the order, and shipping address in the email, so that we may better investigate.  You will likely be contacted by the courier by phone (or email) during the investigation for any follow up information.

If your order has a guaranteed delivery date (typical for Priority shipping methods), and your order was not delivered by it’s specified time, please email us at orders@vegatheatricalsupplies.ca, so that we may file a claim for late delivery with the courier. 

The claims process and ensuing investigation typically takes 2-4 weeks.  If our claim is denied, we are unable to provide a refund.  Claims cannot be filed for untracked shipping methods.