Frequently Asked Questions

PLACING ORDERS

1. I placed an order and received an Order Confirmation email

To make sure all details are correct, besides the payment receipt, our Order Confirmation will be sent to your email as soon as we start processing your order. They provide a post-checkout confirmation of the item(s) you're purchasing (and colors if applicable), shipping details, and any additional product information that may be useful to you. Once you receive it, please reply and confirm the points listed.


2. Do I have to reply to my receipt or send you an email to confirm my order?

Please wait for us to process your order and send your Order Confirmation so you can confirm the order details. Once you confirm, we will complete placing your order.


3. I haven't received the Order Confirmation email yet

It can take up to 24 hours for us to process orders after they're placed. Please check your spam folder and/or make sure our emails are being received.


4. Will my order ship if I do not confirm it?

Please make sure you're receiving our emails and confirm your order as soon as you receive our Order Confirmation. The scheduled shipping date only starts counting after your order is confirmed. Failing or refusing to do so will result in order cancellation and payment refund (3.4% payment processing fee will apply).


5. I just placed my order. Can I have my Tracking ID right away?

Tracking IDs are automatically generated by the shipping carriers (e.g. FedEx/UPS/DHL) only when orders ship. Unfortunately, we're not capable of providing tracking numbers before orders are shipped, simply because we don't have them yet. We will confirm the shipping and provide your tracking ID once your order is shipped. Please note that items that aren't in stock take 7 working days (or more) to ship. Therefore, it may take at 7 working days (or more) for you to receive your tracking ID.


6. Why I can't select my country during payment?

Shipping options, times, and fees are automatically calculated and shown during checkout. The checkout detects the country you're accessing from and automatically calculates shipping fees based on that. If the payment form isn't showing your country as an option, that could be happening due to one (or some) of the following reasons:

  • Your Internet Connection or ISP is being routed through a different country
  • You're using a VPN service that changes your IP location or country of origin
  • You've visited our store before using a VPN or different ISP connection, and the settings were kept
  • The browser is in "Incognito Mode" or similar feature that blocks JavaScript or configurations required for our store to work correctly
Using a different browser, computer or internet connection may solve the issue.


7. Can I return a product?

Unfortunately we don't accept product returns nor allow refunds after orders are shipped. Please read more in our Terms & Conditions. You're welcome to contact us if you have any questions before you decide to purchase any product.


8. Should I place my order and then ask how long it takes to ship (or try to negotiate it) during the confirmation?

Unless stated otherwise in the product description (e.g. in-stock, made-to-order, handcrafted), orders normally ship in 7 working days. If an item is in stock (and your order doesn't include anything else) it will ship in 2 working days. If you're in a rush or not sure how long a specific item takes to ship, we welcome you to contact us before placing your order. After orders are placed, we won't be able to rush, prioritize or negotiate our Shipping Policies and Terms & Conditions agreed during checkout.


9. Can you make my order a priority?

All orders are a priority to us, and we always ship them as fast as we can. For example, if the product you're purchasing states it ships in 14 days, we're not capable of prioritizing or shipping it faster simply because it's either custom made or we don't have it in stock to ship right away.


10. Can I have a discount or better price?

Unless explicitly stated otherwise, all prices are final, but you can enjoy special discounts and deals during Black Fridays and Cyber Mondays.


11. The item I want is out of stock/sold out. When will it be back?

If the item you're interested in is currently not available, please subscribe to Product Updates in the specific product's page to get notified when it gets restocked or available again.




SHIPPING

1. What's the difference between International Priority, Express and Standard Shipping?

Standard Shipping (available for some countries) cannot be used to ship electronic items with fixed Lithium Ion batteries to some countries (USA, UK and Australia for example). If your cart has items with non-removable batteries (or if Standard Shipping is not available for your country), this method won't show during checkout. While International Priority and Express Shipping, in most cases, take between 3 to 7 working days to get your order delivered, Standard Shipping normally takes a bit longer depending on the destination.

Method Avg. Time Insured Tracking Carrier Type
International Priority 3-5 days* Yes Yes FedEx, UPS, DHL, SF Express, Aramex, Speedpost, Etc
Express Shipping 5-7 days* Yes Yes FedEx, UPS, SF Express, Aramex, Speedpost, Etc
Standard Shipping 1-4 weeks* Yes Yes USPS, EMS, Mail
NOTES:
  • Some countries require items with removable batteries to be shipped without them if you choose Standard Shipping;
  • Average delivery times* are estimations provided by shipping carriers, which are subject to delays and never 100% guaranteed by the carriers. Far regions including Southern or Western Australia, Middle East, Africa, Central or Latin America may experience longer delivery times;
  • Standard Shipping cannot be used to ship items with fixed (non-removable) Lithium-Ion batteries to some countries (e.g. USA, Australia, UK), and it requires items to ship without removable batteries (if any);


2. Do you do dropshipping?

No. All orders and products are always shipped directly from and only by us. We keep a wide variety of hot and best-selling items in stock so we can dispatch orders as fast as possible.

All items are carefully inspected and packed by our own staff before we ship them. The packing of all orders is video recorded to ensure quality, condition and originality of the items we ship. While we keep many items in stock, we also carry special items that are made to order (custom made) or need to be ordered from our suppliers or manufacturers. If the shipping time of the item(s) you're purchasing exceeds 7 working days, this information will be shown during checkout and mentioned in our confirmation email.

Dropshippers selling on Amazon, AliExpress or Etsy never stock items nor ship orders themselves. They can be easily spotted by the obscure (free) shipping methods offered, which take several weeks or even months to arrive from unknown third parties located deep in China. They normally ship stuff in a poorly packed fashion (if no packing at all) that arrive damaged and look dirty.


3. I just placed an order. Can I have my tracking number right away?

Tracking IDs are automatically generated by the shipping carriers (e.g. FedEx/UPS/DHL) only when orders are shipped. Unfortunately, we're not capable of giving tracking IDs before orders are shipped, simply because we don't have them yet. We will send you a shipping notification with your tracking ID once your order is shipped. If you placed an order with us recently, visit the Order Tracking to check its status and when it will ship.


4. How long does it take to ship?

Most items ship in 7 working days. If an item is in stock (and your order doesn't include something else) it will ship in 2 working days after order confirmation. Please refer to the page of the product you're purchasing to know how many days will take to ship your order. If your order combines items that ship in 7 working days and others that ship faster (e.g. in stock), your order will ship in 7 working days.

We also carry special items that are made-to-order, custom made, or need to be ordered from suppliers or manufacturers, which take longer to ship. If the shipping time of the item you're purchasing exceeds 7 working days, this information will be shown during checkout.

Please notice that if a specific item or order is scheduled to ship in 7 working days for example, we won't be able to rush or speed up the shipping date since we need to put all items together before we can pack and ship your order.

After your order ships, additional carrier delivery time depends on the country and other factors that are not controlled by us. To know how long it will take for your order to be delivered, please refer to the time estimation shown when you checkout (Shipping Method).

If you placed an order with us recently, visit the Order Tracking to check its status and when it will ship.


5. Standard Shipping is not shown when I checkout

Standard Shipping may not be available to ship orders to your country or your shopping cart has items with Lithium-Ion batteries that cannot be shipped using regular postal services.


6. What shipping methods are available to my country?

The shipping methods currently available to your country are automatically shown during checkout. The lowest fees offered by the shipping carriers are automatically calculated based on item(s) size and quantity. If Standard Shipping isn't shown during checkout, that's because there aren't carriers currently offering this method to your region.


7. Do you ship to my country?

We ship anywhere in the world, including the USA, Canada, Mexico, Europe, Central and Latin America, UAE and Middle East, Australia, New Zealand, Japan, South Korea, Malaysia, Philippines, Singapore, Indonesia, India, Thailand, and South Africa. If your country or region is not listed, please contact us.


8. Do you ship to P.O. Boxes, Post Offices or Mail Boxes?

Unfortunately, we do not ship to post offices, mailboxes or "parcel forwarding" companies. Orders are only shipped to customers actual addresses, and the customer's direct signature will be required upon delivery. Additionally, if your billing address is a P.O. Box or Post Office, there's a chance your payment won't be accepted independently of your shipping address being a P.O. Box or not.


9. I can't select my country during payment

Shipping options, times, and fees are automatically calculated and shown during checkout. The checkout automatically detects the country you're accessing from and automatically calculates shipping fees based on that. If Stripe's payment page isn't showing your country as an option, that could be happening due to one (or some) of the following reasons:

  • Your ISP or Internet Connection is being routed through a different country
  • You're using a VPN service that changes your IP location or country of origin
  • You've visited our store before using a VPN or different ISP connection, and the settings were kept
  • The browser is in "Incognito Mode" or similar feature that blocks JavaScript or configurations required for our store to work correctly
Using a different browser, computer or internet connection may solve the issue.


10. How much is the shipping?

Shipping costs depend on the shipping method you choose during checkout, product size, weight, and quantity. Shipping fees will be automatically calculated and displayed during checkout based on your location and order.


11. Do you offer free shipping?

When people tell they're shipping things "for free", you're somehow paying for it one way or another. Substandard services will be used to ship your order, which most of the times will take much longer than promised to be delivered (if it doesn't get damaged due to substandard shipping practices).

In order to offer the best customer experience possible, we prefer to ship all orders using fully-insured (paid) services provided by 1st tier carriers such as DHL/UPS/USPS/FedEx, but we do offer a variety of shipping options that range from basic (cheaper) to faster and more expensive methods that may suit your budget and preference.

Please notice that electronic items with non-removable Lithium Ion batteries can only be shipped via FedEx/UPS/DHL to some countries (e.g. USA, Australia, UK). Therefore, if your shopping cart has such items, the Standard Shipping method will not be shown - Read more here.


12. Do you ship without a contact number?

A reachable contact number is required for every order. We will kindly ask you to provide a contact number when we start processing your order and confirm all details.


13. Will my items ship separately?

We ship all items together. If some of the products you purchase are available for immediate shipping, but others have a longer shipping time (please read the product page for more information), your order will be shipped together when all items become available for a single packaging. For example, if a product is available for immediate shipping, but the other can only be shipped in 7 days, both products will be packed and shipped when the second one becomes available. In most cases, products are shipped earlier than the shipping time described in the product page.

If you placed an order with us recently, visit the Order Tracking to check its status and when it will ship.


14. What happens if an item arrives damaged?

We only ship orders using registered and fully-insured shipping services by FedEx, UPS, DHL and other partners depending on the option you choose. The carriers are fully responsible for any loss or damage that may occur until your order is delivered. If such a thing would ever happen, FedEx/UPS/DHL will fully compensate for the total order value once they look into the matter. Furthermore, our team carefully packs all orders making sure items - especially fragile ones - will not be affected by drops or rough handling. The packing of all orders is always recorded using continuous HD video for future reference.

If something happens to be damaged or broken when you unpack your order, contact us immediately with video and/or photos of the problem. NOTE: If you damage or break an item after unpacking or if your parcel is stolen or damaged because it was left unattended after the carrier delivery confirmation, you won't be eligible for the carrier's insurance.


15. My country has import taxes. Are they covered?

Shipping fees do not cover eventual import duties, VAT or customs taxes that shipping carriers may charge directly to customers. Some countries tax imported goods, which requires the recipient to pay additional charges before the product is delivered. It's the customer's sole and own responsibility to clear all customs procedures and pay any local import taxes or additional charges. If you're not sure if your products will be delivered without additional taxes by your local regulations, please contact your local Customs department or post office.


16. Where do you ship from / where are the products located?

Depending on items stock, availability, your order will ship from our own warehouses in Hong Kong, Singapore or Japan.




GENERAL QUESTIONS

1. Can you design or customize a product for me?

Sorry, we don't design, manufacture or change the original characteristics of products we sell (we're a store). All items are designed and made by the respective brands and designers.


2. What happens if my item arrives damaged?

If an item you've purchased arrives damaged or is proven to be defective due to manufacturing problems, you must notify us within 7 days after delivery and we will ask a carrier to collect the defective item from you. After the defective item is returned and inspected (not damaged due to usage, drop or scratch, not worn, in its original packaging and with original tags), you'll be entitled to either a refund or replacement. For more details, please read our Terms & Conditions and Product Warranty Policies. To ensure quality, condition and originality of all items we ship, the packing of all orders is always recorded using continuous HD video for future reference if necessary.


3. Can I return a product?

Unfortunately, we don't accept product returns nor allow refunds after orders are shipped. Please read our detailed policies in the Terms & Conditions page. You're welcome to contact us if you have any questions before you decide to purchase any product.


4. I'm an influencer, can you sponsor my channel?

We're not capable of sending samples or free stuff, but we'll be happy to offer gifts and deals after you become an actual customer and show us your talent on social media.


5. Can I have samples or products for free?

As mentioned above, unless you're a returning customer who has shared your talent and work on social media, unfortunately, we don't ship gifts or free items.


6. Tell me more about Hypebrother?

Please visit the About Us page to know more about our store, how we work, and see some of our customers and friends.




PAYMENTS

1. Is this website secure?

All credit card transactions are powered and securely processed by the world's leading payments provider, Stripe Inc. We have served thousands of customers in more than 100 countries across North America, Europe, Russia, Asia-Pacific, Middle East, Africa, Central and Latin America. We also have been featured on leading publications and channels such as Vogue, The Review Chronicle, Excessorize.me, NFTRR, among others.


2. I can't select my country during payment

Shipping options, times, and fees are automatically calculated and shown during checkout. The checkout automatically detects the country you're accessing from and automatically calculates shipping fees based on that. If Stripe's payment page isn't showing your country as an option, that could be happening due to one (or some) of the following reasons:

  • Your ISP or Internet Connection is being routed through a different country
  • You're using a VPN service that changes your IP location or country of origin
  • You've visited our store before using a VPN or different ISP connection, and the settings were kept
  • The browser is in "Incognito Mode" or similar feature that blocks JavaScript or configurations required for our store to work correctly
Using a different browser, computer or internet connection may solve the issue.


3. My credit card was declined, but the amount was charged at the same time

Sometimes when a payment is declined due to incorrect CVV code, card holder name or billing details such as ZIP code or address, a temporary charge from Stripe may briefly appear as pending, but the full amount is automatically returned within minutes. You can contact your bank after a couple of minutes to confirm it. Such unsuccessful charges happen because your bank is allowing the verification to be made on the payment processor level (Stripe) and in order to do so, a charge attempt has to be started.


4. My payment was declined. Why?

If Stripe's payment page says your credit card was declined, your order wasn't placed because some information in your billing or shipping address doesn't match the one registered with your bank. It could be due to incorrect CVV code, postal code, ZIP address, etc. Please contact your bank.


5. Which payment methods do you accept?

You can use any of these payment methods: Visa, Master, Amex or Apple Pay and Google Pay. All payments are made through secure SSL-encrypted checkout. Please read more in our Terms & Conditions.


6. Can I pay with PayPal?

Sorry, in order to provide the best customer experience possible, we only accept Visa, Master, Amex, Apple Pay and Google Pay, which are securely processed by the world's leading payments provider, Stripe Inc.


7. I'm using a VPN. My payment is being declined

Payment providers consider payment attempts using VPN (or similar IP cloaking services) high-risk. Due to risk assessment policies, payment attempts are automatically blocked if VPNs (or similar IP cloaking services) are detected.