Frequently Asked Questions

PLACING ORDERS

I placed an order and received an Order Confirmation email

All orders require customers' reply to our confirmation. 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.


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 reply to confirm the details. Once you confirm, we will complete placing your order.


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 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 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.


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 (in stock, made-to-order items, etc), most orders normally ship in 7 working days. If an item is in stock and your order doesn't include anything else, it will be shipped within 3 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.

Can you make my order a priority?

All orders are a priority to us and we always ship them out as fast as we can. For example, if the product you're purchasing states it ships in 14 to 20 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.




SHIPPING

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

Standard Shipping (available for some countries) is considerably cheaper, but it takes longer to deliver your order. While International Priority and Express Shipping take around 5 to 7 working days in most cases, Standard Shipping can take up to 2 or 3 weeks depending on the destination.

Method Avg. Time Insured Tracking Carrier Type
International Priority 3-5 days* Yes Yes DHL, FedEx, UPS
Express Shipping 5-7 days* Yes Yes UPS
Standard Shipping 2-3 weeks* Yes Yes USPS, EMS, Speedpost
Basic (Free) Shipping 4-8 weeks* Yes Limited / Non Real-Time Regular Mail, ePacket
NOTES:
  • Electronic products or items with non-removable Lithium-Ion batteries can only be shipped using FedEx/UPS/DHL Express or International Priority. Some countries require items with removable batteries to be shipped without them if you choose Standard or Basic (Free) 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 South America may experience longer delivery times;
  • Standard Shipping and Basic (Free) Shipping cannot carry items with Lithium-Ion batteries, and they require items to ship without batteries (if removable);
  • Basic Shipping is available for selected countries depending on carrier/service coverage, product dimension and weight, minimum order value ($150) and maximum order value ($500). In some cases and depending on the destination, Basic Shipping delivery time can take up to 2 months and cannot be controlled by HYPEBROTHER. Basic Shipping offers only basic (not real-time) tracking with four statuses: (1) Posted; (2) Handed over to the carrier/Left for destination; (3) Arrival at overseas mail processing centre; and (4) Delivered;


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.


How long does it take to ship?

Most items ship in 7 working days after orders are placed and confirmed by email. If an item is in stock and your order doesn't include something else, it will be shipped within 3 working days. 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 earlier, 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.

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 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).


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 traditional postal services.


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.


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


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.


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, we do not ship to post offices, mailboxes or parcel forwarding companies. Orders are only shipped to the customer's own address. 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.


Will my items 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 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.


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. They're fully responsible for any loss or damage that may occur before your order arrives. 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.

In case something is damaged or broken when you receive your order, contact us as soon as you unpack it providing a 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 in a public or unsafe space after the carrier's delivery confirmation, you won't be eligible to the carrier's insurance.


Do you do dropshipping?

No. We're an online store and all products are always shipped directly from and by us. We also keep best-selling items in stock so we can ship orders as fast as possible. All orders are inspected and carefully packed by our own staff before we ship them. The packing of all orders is video recorded to ensure quality, condition and originality of all items we ship. 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 or in the confirmation email.


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.


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

Depending on stock, and availability, items ship from our warehouses in Mainland China, Hong Kong and Japan, depending on where manufacturers and suppliers are located.




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.


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.


Can you design or customize a product for me?

Unfortunately, we don't manufacture products (we're a store). We also don't alter the original characteristics of sealed items. All items are made by the respective brands and designers.




PAYMENTS

Is this website secure?

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


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.


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.


Which payment methods can I use?

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


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.