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.


Does it mean I have to reply to my receipt or send you an email confirming my order?

As explained above, please wait for us to process your order and send the Order Confirmation so you can reply and 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?

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.


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.


SHIPPING

What happens if an item arrives damaged?

We only ship orders using registered and fully-insured FedEx/UPS/DHL shipping services. They're fully responsible for any 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 including the shipping fees. Secondly, our staff carefully packs all orders making sure items inside of them - especially the 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 always ship directly from 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.


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 so expensive. Why?

We only ship orders using registered & fully-insured UPS/FedEx/DHL shipping services. Furthermore, items that have Lithium-Ion battery or fragile parts that can only be shipped using special UPS/FedEx/DHL services, which add to the cost. The fees shown during checkout are calculated and provided directly by UPS/FedEx/DHL. The current lowest rate to your country is automatically selected based on the parcel size.


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.


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. Additionally, if your billing address is a P.O. Box as well, there's a chance your payment won't be accepted independently of your shipping address being a P.O. Box or not.


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. If an item is in stock and your order doesn't include anything 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 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.


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 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.


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.


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 you have registered with your bank or credit card company. It could be an 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.