Shipping Policy
1. Which countries/areas do you ship to? And how much will I be charged for shipping?
For the deliverable address and the shipping cost, please refer to the form below:
Note:
For the countries or areas not listed in the above form, please contact support@hidock.com for more information.
2. Processing Time
3. How long can I receive my parcel?
Note:
For urgent demands, please contact support@hidock.com to check whether a faster shipping method is available. And this may create the extra shipping cost.
4. VAT or import tax included?
Due to the customs policy of different destinations, we CANNOT guarantee if there is a tax for you. Our product price does not include VAT or import tax for your shipping destination. But we’ll try our best to declare a comparatively reasonable value for the product. Please let us know if the customs reach out for anything. We may provide our suggestion if possible.
From our previous experience, the following destinations haven’t been charged for import tax including the U.S, Singapore, South Korea and other EU (except remote area) such as Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Luxembourg, the Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom
If you have further questions, please feel free to email us at support@hidock.com, thank you.
5. How can I track my order?
Any delivery dates provided by HiDock are estimated. Once your order is shipped out, you will receive an email about the tracking information.
Please allow 24 hours for the tracking information to show.
Tracking your order through this link (https://hidock.com/tools/tracking) by entering your tracking number.
If there are any problems with the delivery status, please contact us at support@hidock.com and we will reply to you within 1 business day.
6. If I purchase a few items, will they be delivered at the same time?
If you purchase the items on the same day, we will try to deliver them at the same time.
Based on the stock level, your order may be delivered via separate parcels.
Once shipped out, a shipment notification email will be updated to you automatically.
HiDock attaches great importance to the user’s shopping experience.
And we hope that our professionalism and dedication can make customers feel at ease.
7. Can I change the shipping address of my order?
Before you receive the order confirmation email, you can change the address by yourself.
If the order is placed but not shipped out, please kindly contact support@hidock.com to modify the address.
After you receive the shipment notification email, the address can not be changed any longer. Please kindly contact support@hidock.com for later assistance.
8. Can I cancel the order after placing the order?
We accept order cancellation before the product is shipped or produced.
Within 24 hours after the order is placed, you can apply to support@hidock.com to cancel the order, because we will confirm the order and arrange the delivery within 24 hours. If the cancellation is requested after more than 24 hours, it can only be refunded or the return process is proceeding, please refer to our Return Policy.
- Is there a fee for canceling an order?
For refunds within 24 hours of placing an order, no handling fee. For refunds 24 hours after the order is placed, please refer to Return Policy. By the way, PayPal official will charge a refund fee.
9. What if I don't receive my package?
If after 5 business days since the order was placed, you do not get any shipping updates or have not received your package, please contact us via support@hidock.com at the first moment.
We will check the details with the carrier and guide you to the remedy procedures accordingly.
10. Received wrong layout/version
If you find that the product layout or version you have received is not what you ordered, please provide an image of the product and tracking number written/printed on paper. Email this to us at support@hidock.com within 7 days after the order has been delivered to you.
Order cancellations
If you have notified us of order cancellations, but the product has already been shipped out, you will have to reship the product back to us at your own expense, in case you still do not want it. Once it goes out of our warehouse, we cannot cancel your order.
Refunds (if applicable)
We offer refund/replacement only once we have received the product. It generally takes up to 7 working days for the refund to process. Refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@hidock.com.
11. What if my parcel is in shortage, incorrect, or damaged?
If you find your parcel is in shortage, incorrect, or damaged, please contact support@hidock.com with the details below:
- Order Number
- Photo of package (showing the shipping label)
- Photo of internal products
- Detailed description of your situation
HiDock will check the details with the carrier to solve your issue as soon as possible. Once located the reason, we will guide you to later steps in the first place.
12. Can you declare the parcel as a gift?
No, sorry the courier service does not accept declare as a gift for customs clearance.
13. Additional notice about shipping
This is the client’s responsibility to help with successful order delivery. There are several situations that the parcel will be returned to the shipping company’s country of origin warehouse:
- We will contact the client ASAP once we receive any notification from our shipping company that your parcel is stuck in the customs due to any custom clearance reasons. If the client does not provide any necessary information within 48 HOURS that is required by the customs (such as tax payment) in a timely manner. The parcel will be returned to the shipping company’s country of origin warehouse. If the client wants to re-ship the parcel, you may need to pay an additional fee (according to the bill from our shipping company). If you decided not to get the parcel at your own discretion, you may need to carry the burden for return shipping cost (according to the bill from our shipping company). We will refund retail price(not included extra shipping cost if paid when you placed your order) after the deduction of the return shipping cost.
- We will contact the client ASAP once we receive any notification from our shipping company that either delivery address or phone number is incorrect. However, if the client does not reply to our inquiry promptly, it will lead to the failure of the parcel delivery. The client may need to carry the burden of additional cost for re-delivery.
- After customer received the product, if it is not related to product quality problem and the customer wants to return the product, the customer needs to request it within 7 days upon product/parcel arrival, and the customer needs to cover the return shipping cost. Once we received the product in our warehouse, we will issue a refund for the product cost via Stripe.
- If it appears as "Delivered" on courier's website (e.g.: DHL) for more than 1 (one) month, the delivery details on courier's website will be deleted. The courier will not provide any compensation to us for these orders, that's why we can't provide any refund if the client does not inform us to investigate the parcel via email 1 (one) month after it has been "Delivered" on courier’s website.
- To avoid return of shipment, customers are required to provide a full name in the information form. The cost of the return will be the responsibility of the customers if the name in the form is incomplete.
For additional questions, shoot us an email at support@hidock.com.