Call 509.326.7100 | Text 929.352.0876 | M-F 9am-5pm PST

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Frequently Asked Questions

Our FAQ is broken into four sections:

A Typical Order Flow:  How your order is handled from start to finish.

Questions Before You Buy: Color matching and pre-order concerns.

Placing Your Order: Security and payment questions answered.

Shipping FAQ: Shipping times, international fees and returned parcels.

 

A Typical Order Flow

After you place your order...

1. Your products are automatically reserved by our inventory system. 

2. Orders are printed and physically pulled from our shelves by our pack and ship team members. 

3. The items that have been selected are scanned to make sure every item in your bundle is correct.

4. Next, the products are packaged with love and care, labeled and taken to our shipping bay to be picked up by our shipping carriers.

5. From our shipping bay they're waved a fond farewell and begin their magical journey to you.   

6. We also make sure you are emailed your tracking information for you to spy on it as it makes its way across the land.  

For quality assurance, we also monitor parcels for delays and potential issues while they are en route to you.   

If there are any hiccups, our staff to be in contact with you immediately and maintain that contact until the goods are safely in your hands.




Before You Buy

Do I need a beauty license or a business to purchase from you? 

No. Neither license is necessary to purchase from us.  Licenses to kill - also not necessary.  I’m watching you, Mr. Bond.


Do you offer a color matching service? 

We offer a free color matching service!  We have you covered.
Just send us a snippet of hair and instructions detailing what type, length and texture of extensions you’re after.  Don't forget to include your preferred contact information.

Mail us your goods:

Doctored Locks
Color Matching Service
2432 S. Inland Empire Way 
Spokane, WA 99224 USA

When we receive your request, we’ll follow up with you about all your possible options.


Do you have a satisfaction guarantee?

You’ll love our products and we back that with a 100% Satisfaction Guarantee.  In the event your eyes don’t glaze over with tears of joy as if seeing the heavens opened the moment you receive your purchase, just let us know within 30 days and return any item to us in its original condition.  Our return and exchange information can be found here.  It’s easy peezy lemon squeezy.



 

Ordering Information

Do you protect my identity and financial information? 

We believe it is our responsibility to protect our customers.  Anyone can claim their website is compliant with credit card industry regulations, but our online store is PCI Certified by third party security auditors.  PCI auditing is ongoing, so you can rest assured that your information is always safe.  That’s something we take very seriously. 

Any and all the information you submit to us is private, unless you tell us otherwise.  Long story short, we don’t buy, sell, trade or share your information with anyone.  Not even Santa Claus.  Sorry, Santa.


How do I know this website is secure? 

You can identify an "https://" prefix in the URL and a key or padlock icon in your browser's status bar as indicators that a page within a website is secure.


What Is the encryption strength of your SSL certificates? 

All of our SSL certificates support high-grade 256-bit encryption.


What Payment Methods Do You Accept? 

We accept the heck out of Visa, MasterCard, American Express, Discover, and PayPal.


What Is PayPal?   

PayPal is a secure off-site credit card processing company.  When you pay with PayPal, no one but PayPal sees your bank, credit card or other sensitive information.  Not even us.  Your financial information stays safe and secure.  Plus, you’re 100% protected against unauthorized payments sent from your account.


What are your store hours and ordering times? 

Monday through Friday from 9 AM to 5 PM PST, but you can place an order online any time.
Our online orders are processed in batches several times throughout each business day.
Most packages are shipped within 24 hours from the time they are placed.  However, it may take up to three days to process your order (weekends or an unexpected delay).
If you have a hair deadline on a crunch, please speak to one of our amazing staffers at (509) 326.7100.


I am trying to pay with a Visa/Mastercard gift card, but it was declined.  Can you help? 

Like most online stores, we have security settings in place to prevent online credit card fraud.  Settings include a verification of the name and address on file with the financial institution that issued the card.
To prevent your gift card from being rejected while shopping on our store, you must contact the merchant or financial institution that issued your gift card and add your name and billing address to the card. This is typically called “registering” your gift card.
Once you register your gift card, you will be able to use it on our website just like any other credit card.



 

Shipping FAQ

Do you ship internationally? 

Yes, we do.  We ship nationally and world-wide!


How much will it cost to ship my order? 

Shipping prices vary depending on parcel weight and destination. To see these costs, add your desired items to your cart, then proceed to the "View Cart" screen. At the bottom of this page is a Shipping Calculator that will show you all of your shipping options. You may calculate your shipping and tax for a final cost estimation. 

At this point, you can make changes to your cart, continue shopping, or click the "checkout" button to the right to begin checking out.


How long does it take for me to get my order once it has shipped? 

The average shipping time for orders is 2 to 3 business days.  To see estimated times, please refer to your selected shipping method on the checkout page.  Depending on where your package is traveling to, it can be as short as 1 business day or take up to a few weeks.  Next day services are available to most areas in North America for "hair emergency" situations. 

If you have placed an international order and you’re worried it’s late, we suggest first calling your local customs office to see if it’s being held there for any reason.  Delays in international orders are typically due to the red tape of customs processing.


Do you add a fee for shipping internationally? 

Doctored Locks does not add any fees, nor do we have any control over them.  International fees may be added by one of two agencies, your selected shipping carrier or your local customs agency.  Fees levied by your shipping carrier may include brokerage fees (for crossing international borders) and filing parcel entry documents with customs. 

Your country’s customs agency regulates importation of goods.  They may impose a tariff, tax, duty or other fee.  These are commonly calculated by the type of item and the dollar amount that you have purchased. 

Because these fees vary from agency to agency and country to country, we are unable to predict these fees for you.  If you are concerned about the possibility of additional fees, please contact your local customs office and selected shipping carrier.  The United States Postal Service can be reached at 1-800-275-8777.  UPS can be contacted at 1-800-742-5877.  You will need to Google the customs office closest to you. 

Any additional fees are the customer's responsibility.  Your shipping fees will not be refunded if you refuse your shipment.

Note:  We have received feedback from customers saying that USPS was less expensive than UPS in regards to international transport "brokerage" fees.  This is particularly true for our Canadian customers.


What happens if my package is undeliverable? 

If a parcel is deemed undeliverable by the shipping carrier, we will try to contact you to make any necessary corrections.  Additional shipping charges may be incurred depending on the error involved.