Frequently Asked Questions

PLACING ORDERS

I placed an order and received an Order Confirmation email

All orders require customers' confirmation once they're placed. 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.


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. If you have not received the Order Confirmation after 48 hours, please check your spam folder and/or make sure our emails are being received.


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).


I just placed my order. Can I have my Tracking ID?

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 providing tracking IDs 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 notice that some items take 7 working days to ship. Therefore, it may take 7 working days for you to receive your tracking ID.


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 page. You're welcome to contact us if you have any questions before you decide to purchase any product.


SHIPPING

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, India, Australia, New Zealand, Russia, Japan, Malaysia, Philippines, Singapore, Indonesia, Thailand, and South Africa. If your country or region is not listed, please contact us.


The shipping is too expensive. Why?

We only ship orders using registered and insured UPS/FedEx/DHL international shipping services. Furthermore, many items may have Lithium-Ion battery or fragile parts that can only be shipped using special UPS/FedEx/DHL services, which are never cheap. The shipping fees shown during checkout are calculated and provided directly by UPS/FedEx/DHL and the current cheapest rate to your country/parcel size is automatically selected.


I just placed my order. Can I have my Tracking ID?

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. HYPEBROTHER will confirm the shipping and provide your tracking ID once your order is shipped.


Do you ship without a contact number?

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


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

Unfortunately, no. Orders can only be shipped to residential or commercial addresses. Also, the customer's direct signature will be required upon delivery.


How much is the shipping?

Shipping costs depend on the shipping method you choose during checkout, product size, weight, and quantity of items. Different shipping/delivery locations and their fees (by FedEx/UPS/DHL) will be automatically calculated and displayed during checkout.


How long does it take to arrive?

Most items ship in 7 working days after orders are placed and confirmed by email. 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 products that ship in 7 working days and other(s) that ship faster, the 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.

If a specific product or order is scheduled to ship in 7 working days for example, we will not be able to rush or speed up the shipping date since we need all items together before we can pack and ship your order.

After orders are shipped, additional carrier delivery time depends on the country and other factors that cannot be controlled. 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). All orders are securely shipped via Fedex, UPS or DHL, and they require the receiver's signature upon delivery.


Are you a dropshipping website?

No. All products ship directly from us and all orders are carefully inspected and packed before we ship them. We also video record the packing of all orders to ensure quality, condition and originality of the products we sell. While we keep many items in our own stock, we also carry special items that are made-to-order (custom made) or need to be ordered from our suppliers or manufacturers, which may take longer to ship. If the shipping time of the items you're purchasing exceeds 7 working days, this information will be shown during checkout.


Will my products ship separately?

We ship all items together. If some of the products you purchase are available for immediate shipping, but some others require warehouse or supplier logistics, which can take between 5 to 14 days depending on the product (please read the product page for more information), your order will be shipped together when all items become available for a single packaging. In other words, if a product is available to be shipped early, but the other can only be shipped in 5 days, both products will be packed and shipped when the second one arrives from a different warehouse. In most cases, products are shipped earlier than the shipping time described in the product page.


My country has import taxes. Are they paid by HYPEBROTHER?

Shipping fees do not cover eventual customs, VAT or remote area charges that our shipping providers might apply 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.


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

Depending on each specific item, stock, and availability in our warehouses, items ship directly from Mainland China and Hong Kong, where manufacturers and suppliers are located.



PAYMENTS

I use 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.


Is this website secure?

All transactions are powered and processed by industry-leading payments provider, Stripe, Inc.


Which payment methods can I use?

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


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 page. You're welcome to contact us if you have any questions before you decide to purchase any product.



GENERAL QUESTIONS

What happens if my item is defective?

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. You'll be entitled to either a refund or replacement after the defective item is returned and inspected. For more details, please read our Terms & Conditions and Product Warranty Policies.