When will my order ship?
- Orders placed before 9am Central Monday through Friday will be processed and shipped that same day except on holidays. Orders placed after 9am central (or on weekends) will be processed and shipped the next business day.
- Shipping delays may occur during product launch periods when we are processing an unusually high number of orders.
- Pre-order items will always have an estimated ship date in the listing. This is an estimate only and we cannot guarantee a ship date on pre-order items.
- Orders with both pre-order and ready to ship items will be shipped together when the pre-order items arrive. They will not ship separately.
Can I combine multiple orders so they ship together?
- The short answer is, no. Combining orders for customers creates a significant bottleneck in our shipping process. Please be sure to get everything in your cart that you want before checking out!
- We will consider international requests for combining orders as shipping outside of the United States is astronomically high and we're not total monsters.
My package says delivered, but I don't see it. What should I do?
International Customers - read below!
- Best practice is to check with your neighbors and wait a few days before panicking. 99% of the time when a package first appears to be missing, it eventually makes its way to its mommy.
- We are not responsible for lost or stolen packages, but the shipping service may be able to help. HLP can contact the carrier after 15-30 days to file a claim and you may be entitled to a replacement or credit. Claim periods expire after 60 days, so keep an eye on your tracking! Email firstname.lastname@example.org for assistance with a claim.
- Customs fees may or may not be charged by your country's postal service. HLP is not in any way responsible for customs charges and cannot provide information regarding each individual country's customs policies.
- If you refuse your package because of customs fees and your item gets returned, you will be refunded for the item, but not for any related shipping fees.
- Many of our international customers prefer to purchase several items at once so that shipping is more economical. If you want to purchase an item and have us hold it until you have other items to add to your package, please contact email@example.com immediately after you place your order to request the hold. Holds and order combining is not guaranteed.
What if the image online looks different than the item I received?
- Please be aware that the colors you see on your screen may not be EXACTLY true to life. We do our best to showcase images that look as close as possible to the actual color, but edits, lighting, calibrated vs uncalibrated computer screens, phone screens, etc. can all alter the color you see.
- If we screwed up and you actually got the wrong item, we'll of course work with you to fix it.
What is your exchange/refund policy?
We will offer store credit for returns of new and unused items on a case by case basis. Return requests must be made within 30 days of delivery.
- Contact us at firstname.lastname@example.org with any questions or concerns.