Shipping policy
- In-stock products are usually processed quickly and we often ship within 2 business days of ordering. This is an estimate, not a guarantee, as there are times (e.g. when popular items restock etc) that we may receive an influx of new orders and our processing times will extend as a result. We will ship your order asap and you will receive a tracking number (either via email or text message) once your order ships.
- If your item has not shipped within 4 business days, please first check if your order was for a pre-order item (or the overall order contained pre-order items). Orders which contain pre-order items will only ship once all items are in-stock. Feel free to reach out to support if you want an update on your order status.
- We ship via the specific shipping company and shipping method which you select at checkout. We have several options available from USPS, UPS, and DHL (availability may vary based on your shipping address).
- All shipping rates are dynamically calculated at checkout based on the weight and destination address of your order. The fees you see presented at checkout are accurate. For international orders, please note that you may be charged customs fees or taxes when the package arrives in your country. These fees are not covered by the shipping price you pay to HippoKeys and are your responsibility to pay. HippoKeys cannot provide any estimate for international customs/tax fees as they vary considerably between destinations.
- Shipping fees are non-refundable in all cases. The only exception is when you have experienced a lost/damaged delivery that was eligible for insurance reimbursement (i.e. our ShipSurance insurance partner has reviewed your case and approved the claim). In that case, we are able to refund your original order and the associated shipping cost (or we can send a replacement package out to you).
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Please note that we will never make any guarantee on the exact shipping duration or exact arrival date of a order/package. During checkout, you may see estimated delivery dates from USPS/UPS/Fedex. These are purely estimates (not guaranteed dates) and they are provided by the delivery courier (not by HippoKeys). The delivery estimates do not factor in the processing/handling time that HippoKeys may take to ship your order. Also, the delivery courier (e.g. USPS) will not guarantee the estimated dates that they provide (as there are too many factors which can impact the overall delivery time of the package). These estimates are shown to you at checkout to highlight the differences between the shipping methods and their speeds, and are intended to help you select the right method for your order.
- Selecting a expedited delivery method at checkout (e.g. USPS Priority Mail) does not cause your order to be processed/packaged/shipped by HippoKeys any faster. At this time, HippoKeys does not offer any expedited processing option and we process all orders in the order that they were received by HippoKeys.
- HippoKeys can provide a tracking number for your order so that you may track and enquire about the status of your package with the courier (e.g. USPS). Once a order has shipped and the courier has accepted the package, HippoKeys can not provide any further assistance regarding the status or whereabouts of your package. It is the responsibility of your selected courier to deliver the package to you, and all enquiries must be directed to the courier's support team.
- HippoKeys does purchase shipping insurance on your behalf (all orders ship with insurance). If you encounter a situation where you believe that your package may have been lost or stolen, you must reach out to HippoKeys support for assistance (do not contact USPS to make an insurance claim and do not contact your credit card company as opening claims with USPS directly or with your credit card company will significantly delay the insurance process and may result in us being unable to help you further). If you encounter a situation where you believe that your package is lost/stolen/damaged, please contact HippoKeys to discuss the next steps to begin the insurance claim process. There are no guarantees that a claim will be improved, but we do our best to work with our customers and Shipsurance to reach a suitable resolution for all insurance claims. Please also note that there are timeframes associated with insurance claims (i.e. a package must be missing for a period of time before it can be considered a lost of stolen. The timeframes vary based on destination e.g. domestic vs. international, and HippoKeys support can provide more information on the required timelines for insurance claims).
- If your shipment is marked as "Delivered" but you are unable to find the item in your mailbox or on your doorstep, please do not panic. Sometimes USPS accidentally marks something as delivered, when it was not. This will almost always work itself out within 5-7 business days. Please wait at least 3 business days before sending a message in. We are unable to send a replacement or issue any refunds in this situation, but we will respond with all the information we have on your order and the shipping in order to help you locate it. In the case where you believe the package was delivered and has been stolen, we would ask you to contact us so that we can assess your eligibility for a shipping insurance claim.
- You are responsible for providing accurate shipping addresses and information to HippoKeys at checkout. We ship to the address you provided for shipping, and we are not responsible for any issues which arise due to mistakes/typos/inaccuracies in the address you provided. In the event of a package being returned to sender, HippoKeys requires the customer to wait for the package to be successfully returned to HippoKeys. We will inspect the returned package for damage and then provide the customer with several options on how to proceed (including receiving a refund minus shipping/handling fees, or having the customer pay for a corrected shipping label so that the order can be sent back out to the customer again). HippoKeys is not responsible for any packages which are lost or damage during the return to sender process. In such instances, the customer will need to consult their shipping insurance (when shipping via a insured method).
- International shipping to Canada and some other countries is available, but may be suspended at our discretion. If you would like us to ship to a country which is not currently listed at checkout, please contact us for an estimate. We have shipped to other countries before on a case-by-case basis. Please note that international deliveries take a long time to arrive via USPS international (potentially more than 1 month in some cases) and you will need to be patient. HippoKeys does not have the ability to gather any more status on your international package than you (both sender and recipient only have the USPS tracking available).
- Credit card disputes and chargebacks are unnecessary as HippoKeys always work with you to assist you with any issue you are having and we will stand by the policies and statements outlined on our website (the policies which you have agreed to by placing an order with us). Credit card chargebacks are considered fraudulent activity by HippoKeys. HippoKeys is obliged to fight any dispute/chargeback attempt and will submit evidence to your credit card company to prove that your order was shipped/delivered in appropriate condition and that we worked with you to resolve any issues you faced. HippoKeys reserves the right to not accept any future orders from customers who have previously filed credit card disputes or chargebacks against HippoKeys.
- For any other questions, please contact us. We are always happy to assist you and we will usually get back to you within 48 hours, but may take longer during busy weeks (we are a small business).