FAQ

 

What is your store policy?

We ship only USA. no Canada and other international.

Cancellation policy

For cancellation of your order, if the order is not yet processed, your invoice is immediately voided and you will receive a refund of full amount (or the payment will never be captured). If the cancellation request is made after the order is processed, we will refund you the full charged amount minus 5% process fee. A refund will show in your payment account within 7 business days after the cancellation is processed. Please understand that the order cancellation request made within 24 hours before the actual shipping time might not be honored. We are a small operation and we can only check emails a few times a day during business hours.

Return policy

Return request must be made via email within 2 days of the delivery date of your order. We will refund the full price, less shipping cost & restocking fee ($5 for every item priced up to $15, $10 for every item priced above $15 up to $100, $20 for every item priced above $100 up to $250, $30 for every item priced above $250), for the return of every unused item, if the return is safely completed (i.e. received by us) within the timely manner. All items returned must be unused and in its original condition with the original packaging. For any free shipping items, we also subtract our shipping cost from the refund total. We are not liable for shipping charges on any returns. The refund will be issued to your credit card or refund check will be mailed to you within 14 business days once we confirm the returned item is in its original condition. If the item is returned with damage, we are unable to give you refund. For any damage occurred during return shipping, customer is responsible for settling with the shipping carrier by filing a claim with them.

You must notify us immediately once the return package is shipped out with the tracking information (tracking # and the name of the shipping carrier.) We highly recommend that you use extra packing materials and/or even a new outer box to ensure the secure packing of the return item.

Each item is carefully inspected by us and we make sure the packaging is secure before shipping. If you receive a damaged item, please report the damage to us as well as the shipping carrier immediately in order to start the claim filing process. The damage report must be made to us within 2 days of the delivery date. We are unable to take any responsibility for the damaged product if the damage report is made thereafter.

If I received an damaged item

Each item is carefully inspected by us and we make sure the packaging is secure before shipping. However, if you receive a damaged item, please report the damage to us (please contact us by using the contact form) immediately in order for us to start the claim filing process with a shipping carrier in a timely manner. Please note we are unable to take any damage report by phone. Please also keep all the package and damaged item(s) as is until a responsible shipping carrier comes to pick up the entire package for damage inspection. If either the item or packing materials are thrown away without a shipping carrier’s permission and claim is denied subsequently, we are unable to take any responsibility for the damaged product. The damage report must be made to us within 2 days of the delivery date. We are unable to take any responsibility for the damaged product if the damage report is made thereafter.

Return policy

We are unable to do exchanges, but we can take a return for refund (please read the return policy above) and you can re-order new product(s).

Ship out Timing

If items are in-stock, your order will normally ship within 3 business days (please note we are closed Sat,Sun and Monday) from the date of your order. A street address is required for all deliveries. In the event we have more orders at a time, please note there might be a delay in the ship out timing. If the item is out-of-stock, we will notify you the estimated shipping date via e-mail. 

Undeliverable Shipment/ Resend or Redirect/ Change of Address Request

If the address results in undeliverable (including "recipient's unavailable") and the order needs to be resend or redirected, the charge of reshipment will be applied (this will apply to free shipping items, too). If a reshipment request and payment for the reshipment charge is not made within 30 days of a package's return to us, we are unable to reship your order or refund your payment.

Delivery Timing/ Tracking Order

Your order is shipped via USPS. You will be informed of the tracking #, so you can track your package directly with the respective carrier. You can find the average delivery duration directly with the respective shipping company. Please note that we are unable to guarantee any delivery timing, while we try our best to ship your order as soon as we can. 

Lost/ Misplaced/ Stolen Package or Delay

We are not responsible for any lost/ misplaced/ stolen package or delay after the order ships out. Once a package ships out and tracking # is given to a customer, it's the customer's responsibility to track the package. For any issues regarding the shipping, or any instructions regarding the shipment after the order is fulfilled and shipped out, please contact directly with the respective shipping companies in a timely manner. For lost package, if a shipping company is unable to locate your package and a claim needs to be filed, please notify us within 14 days of the shipping date. We will file a claim for your lost package. We can send you a replacement with no additional charge only if the claim is accepted and refund is made in full to us from the respective carrier.

Holiday Shipping Guidelines

Please note that during the holidays due to increased volume, delivery dates are subject to freight carrier's delivery times. So, please kindly note that we are unable to guarantee the delivery date (there is always a possibility of unexpected delay caused by a carrier). your orders are shipped via USPS Priority Mail/ First Class, depending on the size of your order's package(s)

Any other questions?

Please contact to info@hakko.online