Frequent Asked Questions
Below are some of the most frequently asked questions from customers. If you cannot find the answer, please contact us at [email protected] for the most accurate response.
General
What materials do you use?
At HiVis Custom, our high visibility apparel is constructed using premium materials to provide both safety and comfort. Our products contain a blend of polyester and spandex, which ensures vibrant and accurate coloring while providing breathable, lightweight wear. This quality material combination allows for maximum visibility and safety compliance while remaining comfortable during extended wear. Please contact our team if you have any additional questions regarding the exceptional materials used in our customized high visibility clothing.
How do I customize my product?
At HiVis Custom, we specialize in customized high-visibility apparel. Our offerings allow you to personalize your gear with:
- Custom text such as your name, company, or slogan
- Image uploads like your logo or photographs
- A variety of sizing options to ensure a proper fit
This customization process enables you to create unique, professional-grade, high-visibility clothing tailored specifically to your needs. Please contact our team if you have any questions about personalizing your order to showcase your brand or individual style. We look forward to providing you with premium customized safety apparel.
Why was I charged without purchasing?
If you notice a charge from HiVis Custom Store that you did not authorize, please contact our customer service team immediately via email at [email protected] or contact form . We will promptly investigate and assist you.
My promo code isn’t working.
If you encounter issues redeeming a coupon code, it may be due to an invalid or expired code. Please verify you entered the exact code provided, without any spaces.
If you continue to experience problems with a promotional code not being accepted, please contact our customer service team for assistance. We will be happy to look into the matter and ensure the code is applied properly.
Payment
Which payment methods do you offer?
We accept major credit cards, including Visa, MasterCard, Discover, and American Express, as well as PayPal payments.
Full payment is required prior to ordering shipment.
To process your payment, please click on either the “Continue to Checkout” or “PayPal Checkout” button in your shopping cart after entering your contact information. You will then be redirected to the appropriate payment platform.
If you have any questions or need assistance with payment, please contact our customer service team. We are happy to help ensure your order payment is completed smoothly.
Why do I have to pay for Shipping fee?
Shipping fees are estimated during checkout based on order quantity as detailed in our Shipping Policy.
Some countries may charge additional imported, customs, or handling fees upon delivery per local regulations. These fees are determined and collected by your government, not our company.
Please contact our customer service team if you have any questions about potential fees for your order and destination. We are happy to provide additional clarity to ensure you are fully informed about possible costs.
Refund and Replacement
How to get my refunds or replacement?
If you experience any issues with your order such as defects, damage, or missing items, please contact our customer support team to initiate a replacement or refund request.
Our representatives will carefully review each case and provide the most appropriate solution. In most situations, you may choose between receiving a replacement item or a refund for your original payment method. However, if we are aware of persistent delivery issues at your location, we may recommend a refund as the preferred solution.
For full details regarding our replacement and refund policies in specific situations, please refer to our Return & Refund Policy.
We aim to make the process as smooth and convenient as possible. Please let us know if you have any other questions as we are happy to assist.
Can I return my order from Hivis Custom Store?
As our products are uniquely customized and made-to-order, we kindly cannot accommodate returns or exchanges for a change of mind.
However, if you experience any errors in production quality or shipping that differ from your order details, please reach out immediately to our customer service team at [email protected] or contact form . We take great pride in providing the utmost quality and will work diligently to find a prompt, satisfactory resolution to any issues that may arise.
How long it takes me to get a replacement or refund?
Refunds: Once a refund has been processed through Stripe, please allow 3-5 business days for PayPal refunds or 7-10 business daysfor credit card refunds to appear in your account, contingent on your bank’s processing time.
b. Replacements: If you approve the estimated replacement delivery time-frame, we will immediately proceed with processing a replacement order. Please note personalized items require 3-5 business days of processing prior to shipment.
Manage order
Can I make changes to my order?
As each product is uniquely customized and production begins immediately after ordering, changes can only be made within 6 hours of placement. After 6 hours, modifications are no longer possible due to our expedited production timeline. Please contact our customer support team within 6 hours of ordering if you require any changes to your order. We are happy to assist with any needed modifications during this period.
When will I receive my order?
We understand you are eager to receive your order, and we are working diligently to craft and ship the perfect item for you as quickly as possible.
Order Tracking: If you have not received a shipping confirmation email, your order is still in production. Once your product ships, we will send a confirmation email with the anticipated delivery date and tracking number per your selected shipping method.
Late Delivery: If your estimated delivery date has passed without receipt of your package, we suggest taking the following steps that have proven helpful for other customers:
- Verify your shipping details on the order confirmation are accurate.
- Check with household members in case they accept the delivery. Packages are sometimes left in alternative locations like the garage.
- Contact your local post office to inquire about additional tracking information using your confirmation number.
If you are still unable to determine the status of your shipment after following these steps, please reach out to our customer support team for further assistance. We are happy to help resolve any delivery issues you may encounter.
Why can’t I place my order?
Here are some additional troubleshooting tips I can provide if you encounter issues during checkout:
- Check that your billing and shipping addresses are entered correctly. Typos or incomplete information can cause errors.
- If using a promo code, verify it is entered properly and has not expired. Case sensitivity and spacing can affect coupon codes.
- Disable any ad blockers or VPNs temporarily, as they can interfere with payment processing.
- Try using an incognito/private browser window to eliminate extensions or cookies as an issue.
- Confirm your internet connection is stable. Weak Wi-Fi signals can disrupt checkout. Consider switching to cellular data.
- Contact your bank/credit card company to ensure no flags on your account and that international transactions are enabled if shopping across borders. For account login issues, try resetting your password or contacting customer support.
How can I track my order?
To check the status of your order, please click here and enter your tracking number received in your email. You can find your Order ID at the top of your order and shipping confirmation email. If you have not received a shipping notification, your order is still being processed.
If you encounter any issues tracking your order, do not hesitate to contact our customer service team for assistance. We are happy to help resolve any order tracking problems you may experience.
How can I cancel my order?
If you need to cancel an order that has not yet been produced, please contact our customer support team at [email protected] or contact form . In your email, include your order number, the items purchased, and your billing details. Our team will respond promptly with instructions about how to cancel your order and process a refund. We are committed to making any necessary order cancelations as quick and easy as possible. Please email us with your order information, so we can assist you.
Cancelation Policy: As each product is uniquely crafted for our customers, please contact us within 6 hours of placing your order if you need to cancel. After 6 hours, cancelations are no longer possible due to the expedited production timeline. To request a cancelation, please reach out to our customer service team.
Some countries may charge additional imported, customs, or handling fees upon delivery per local regulations. These fees are determined and collected by your government, not our company.
Please contact our customer service team if you have any questions about potential fees for your order and destination. We are happy to provide additional clarity to ensure you are fully informed about possible costs.
How long does it take to produce my order?
Production of your order will be completed within 3 to 5 business days. Once your item has shipped, you will receive a shipment confirmation email containing the tracking number for monitoring delivery status.
I didn’t receive an order confirmation email
There are a few potential reasons you may not have received an order confirmation email:
- There could be a typo in the email address entered during checkout.
- The confirmation email may have been directed to your spam, junk, or promotions folder. Please check these folders or search for our email address [email protected] or contact form .
- On occasion, orders are temporarily held before confirmation due to special requests, shipping address errors, or other matters that require review.
We recommend allowing 24 hours for your order to finish processing and our team to release it into a confirmed status.
If you still cannot locate the confirmation email after 24 hours, please contact our customer service team. We will be happy to resend the confirmation email to ensure you have it for your records.