HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving an email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order number so we can try to make the correction to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1-3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up, processing times may go up to 3 business days following the day you placed your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~2 business days after your order is placed, and you will receive an email with the tracking number soon after. UPS and USPS are our primary carriers. Depending on where you live, packages are delivered within 5-7 days from the date of shipment.
OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.
ADDRESS CHANGES:
Our warehouse staff are super quick, so if you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!
DO YOU SHIP INTERNATIONALLY?
No, we currently do not ship internationally.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link at the bottom of the website and input your tracking number to see your package location. If you need further assistance, we are always willing to help you.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
All domestic (U.S) delivery issues become the responsibility of UPS or USPS once it’s been shipped from our warehouse or suppliers. You can contact UPS at (https://www.ups.com/track). You can contact USPS at (https://www.usps.com/tracking).
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. To get a hold of us to assist you please either use the Contact Us tab or email us at support@hokcollections.com.
