FAQ

HOW DO I TRACK MY ORDER?

Need to track your package? Easy! Simply hit the "Track Your Order" link located in the header of our site where you can input your order tracking number, to get the updates on your order.

Please note, it usually takes a few days for the tracking information to update after your item(s) has been shipped.

WHEN WILL MY ORDER BE SHIPPED?

Orders are processed and fulfilled between 1-3 business days

WHEN WILL I RECEIVE MY ITEM(S)?

As we are working directly with the facilities that manufacture our goods, your order is sometimes shipped from global areas such as Thailand, Tibet, China, India, Europe, United States, etc.

Because we ship directly from our partners in these countries, your item may take 2-22 business days to arrive depending on what location your items are shipped from. 

· All in stock items will ship out within 1-4 business days from when the order was placed.

· Orders from US, Australia, New Zealand typically take about 2-20 business days after processing to be delivered. However please note that this is only an estimate, not an absolute delivery date. Things like weather, holiday season, customs issues, logistics holdups, and more can cause delays that are out of our control.

· International orders from Canada, Europe, Mexico-Central America-South America typically take about 10-30 business days after order processing to be delivered. However please note that this is only an estimate, not an absolute delivery date. Things like weather, holiday season, customs issues, logistics holdups, and more can cause delays that are out of our control.

Please do not panic if the order does not show up immediately, it's on its way . If 6 weeks have passed since your order day and your product has not been delivered yet, contact us and we will gladly resolve any matter. 

HOW MUCH IS SHIPPING?

We offer Free Worldwide Shipping on most of our products sold, we also offer some fast domestic shipping methods for some countries.

HOW MUCH TIME IS YOUR WARRANTY VALID FOR?

WE PROVIDE A 100% SATISFACTION GUARANTEE FOR 30 DAYS OR YOUR MONEY BACK! OUR POLICY LASTS WITHIN 30 DAYS AFTER YOU RECEIVED YOUR ITEM. 

Any parcels that arrive to you in a damaged, faulty condition are either refunded to you (once photo evidence is provided), or we will send out a replacement package for you immediately, depending on your preference.

Refunds are not granted if the item is damaged in the possession of the customer. If a product does not arrive at your location within 6 weeks, we will also offer you a full refund for your order. Other warranties are specific to the product ordered and will be included in its description.

WHY HAVE I NOT RECEIVED ANY ORDER CONFIRMATION DETAILS?

Most of the times this is because our customers have accidentally entered their email wrong.

Throughout the process, we send out multiple emails, including an order confirmation and a shipping notice.

If you believe you may have entered your email wrong please contact us and we will fix it for you.

MY ORDER HAS ALREADY SHIPPED. CAN I HAVE THE DELIVERY ADDRESS CHANGED?

We cannot change the shipping address for orders that have already gone out, and Postal Services are not able to change delivery addresses once an order has been shipped. 

I ORDERED 2+ ITEMS, BUT ONLY RECEIVED ONE. WHERE'S MY ORDER?

We have a large assortment of products that are not stocked in the same holding facilities.

When you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next, but your other parcels are on their way.

WHAT IF I ORDER SOMETHING THAT’S OUT OF STOCK?

We work very hard to prevent this from happening. Occasionally, however, orders might slip through that contain out-of-stock items. In these cases, out-of-stock item(s) or your entire order may be cancelled; you will, of course, receive a refund to your credit card for any items that cannot be shipped or will be offered another similar item, depending on your preference.

Our fulfilment centre will also contact you to let you know that your order has been modified.

WHY DOES MY REFUND TAKE SO LONG TO BE RETURNED TO ME?

We do not receive your funds immediately. While a credit card may be cleared and the purchase goes through, it can actually take several hours to several days for your card to be cleared and for the funds to go through.

Likewise, when a refund is issued we merely send the request to your financial institution.

How long it takes for your bank to reinstate the funds back into your account depends on your bank specifically, as well as their business hours.

HAVE ANY ADDITIONAL QUESTIONS?

Feel free to contact us by sending us an email to contact@highlyhome.com with any product questions or shopping concerns you might have!

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