HYPEBROTHER™

PLACING ORDERS

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

To make sure all details are correct, additionally to your receipt, an 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 (sizes and colors if applicable), shipping details, and any additional information that may be important or missing. Once you receive it, please reply to confirm the points listed and/or provide any missing detail(s).

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

You don't need to reply to your receipt. Please wait for us to process your order and send the 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 our team to process orders once 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?

For security reasons, we don't ship orders without confirming the address, item summary, colors and sizes (if applicable). Make sure you're receiving our emails and confirm your order (and any missing detail needed) as soon as you receive our Order Confirmation email. Note: 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. Where's my order number? Where do I find it?

Your order number is shown on the top of the receipt that is automatically sent when your payment is successful. Order numbers have a 8-digits format like 1234-5678 for example. If you can't find your receipt, please check the spam or junk folder and make sure you're properly receiving our emails and order notifications.

6. Has my order shipped? Where is my tracking?

You will receive an automatic email notification from us as soon as your order is posted. Our shipping confirmation emails include shipping company/carrier name, tracking ID and delivery time estimation. Depending on the item(s) you're purchasing, your order may take a while to ship. Shipping times are shown on each product page, during checkout, and also in the order confirmation. Additionally to the notification by email, you can also check the status of your order anytime by visiting our Order Tracking page: https://www.hypebrother.com/tracking

7. 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.

8. Why I can't select my country during checkout?

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.

9. Can I return a product?

Unfortunately we don't accept 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.

10. 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 7 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.

11. 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 XX 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.

12. 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. We also offer exclusive gifts to returning customers who share their unboxing and/or product reviews and tag us on social media.

13. The item I want is out of stock/sold out. When will it be back or available again?

If the item you're interested in is currently not available, subscribe to Product Updates in the specific product page to get notified when it gets restocked or available again. Unfortunately, we cannot tell beforehand when sold out/unavailable items will become back on sale until they become available. If the item becomes available again, we will notify you via email.

14. Can I change the shipping address after my order is placed?

Due to shipping insurance and compliance reasons, we can't ship orders to an address that is different from the one provided during checkout and confirmed when the order was placed. If an address doesn't match the one confirmed and provided during checkout, carrier's insurance cannot be activated in case your parcel is lost or damaged during shipping, and refunds won't be possible either.

15. Can I place an order in one country and have it shipped to another country?

Orders can only be shipped within the same country of your billing address. If you would like to have an order shipped to another country, please contact us providing all billing and shipping details together with the order summary. Please notice that we do not ship orders to P.O. boxes, post offices, mailboxes, parcel forwarding companies, hotels or warehouses.

SHIPPING

1. How are shipping fees calculated?

Shipping fees are automatically calculated based on the method chosen during checkout (eg. standard, express, priority), your country, product size/weight, and quantity. The lowest fee to your country is displayed based on the shipping method you select. Shipping fees are calculated and provided directly by the carriers and not controlled by us. If Standard Shipping isn't shown during checkout, that's because: A) Your order includes items with fixed batteries, which can't be shipped using regular mail; or B) There aren't carriers currently offering this method to your region.

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

While International Priority and Express Shipping, in most cases, take between 3 to 7 working days to get your order delivered after they're shipped, Standard Shipping normally takes 2 to 4 weeks after orders are shipped. Standard Shipping won't show during checkout if your cart has items that contain non-removable batteries or if this method is not available for your country.

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, Regular Mail

*NOTES:

Average time it takes for the carriers to deliver your order after it has been shipped, but not guaranteed by the carriers themselves
Some countries require items with removable batteries to be shipped without them if you choose Standard Shipping. In such cases, items will ship without batteries (if any);
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;

3. 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". They normally ship stuff in a poorly packed fashion (when no packing at all) that arrive damaged and look dirty.

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

Unfortunately, we do not ship to P.O. boxes, post offices, mailboxes, parcel forwarding companies, hotels or warehouses. 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.

5. 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.

6. How long does it take to ship?

If an item is in stock (and your order doesn't include other items that are not in stock or made to order) we will ship it in 7 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 take longer, we will wait for all items to become ready and ship them together.

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 we won't be able to rush or speed up shipping dates 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.

7. 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.

8. 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.

9. 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 is not listed, please see the question below or Can I place an order in one country and have it shipped to another country?

10. 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.

11. Do you offer free shipping?

When people tell you they're shipping things "for free", somehow you're paying for it one way or another, and 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 and 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 to some countries via FedEx/UPS/DHL. Therefore, if your shopping cart has such items, Standard Shipping 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're purchasing 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 20 days for example, both products will be packed and shipped in 20 days. 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 carriers depending on the option chosen. Carriers are fully responsible for any loss or damage that may occur until your order is delivered. Carriers will fully compensate for the total order value as long as concrete evidence is provided.

Therefore, customers are strongly advised to continuously record an uninterrupted video of the unboxing for shipping insurance purposes. If something happens to be damaged or broken when you unpack your order, contact us immediately with the uninterrupted video evidence within 3 days of delivery.

Claims of broken or damaged items or parts without uninterrupted video of the unboxing will be not eligible for shipping insurance, replacements or refunds. Furthermore, if you damage or break an item during/after unpacking or if your parcel is stolen or damaged because it was left unattended after the delivery confirmation by the carrier, shipping insurance won't cover it either.

NOTE: 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.

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 is your warehouse located?

All orders ship directly from our own warehouses in Hong Kong and Mainland China depending on the item(s) you're purchasing and warehouse availability.

PAYMENTS

1. 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 incorrect billing details such as ZIP code or street address, a temporary charge attempt from Stripe may briefly show as pending, but the full amount is automatically returned within a minute or two. 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 to do so, a charge attempt has to be started.

2. 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. The most common reasons are: incorrect ZIP code, incorrect billing address or CVV code. Please contact your bank.

3. Can I place an order in one country and have it shipped to another country?

4. I can't select my country during payment

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.

5. Which payment methods do you accept?

We accept credit or debit cards by Visa, Mastercard, Amex, Apple Pay, Google Pay, Alipay and Wechat Pay. All card transactions are securely processed by world's leading payments processor Stripe Inc.

6. Can I pay with PayPal?

Sorry, in order to provide the best customer experience possible, we only accept credit or debit cards issued by Visa, Mastercard, Amex, Apple Pay and Google Pay, which are securely processed by the world's leading payments processor, Stripe Inc.

7. Is this website secure?

All credit card transactions are powered and securely processed by the world's leading payments processor, Stripe Inc.

8. 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.

GENERAL QUESTIONS

1. Can you design or customize a product for me?: We're a store. All items are designed and made by the respective brands and designers, therefore, we don't design, manufacture or change the original characteristics of products we sell. Items with customization options are customized by the makers or manufacturers themselves.
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 3 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?: Visit the About Us page to know more about our store, how we work, and see some of our customers and friends!