FAQs

Before you place your order

How much does shipping cost?

  • The cost of shipping varies based on the location and the number of things purchased. On the checkout page, the proper delivery charge will be displayed.

How long will it take for my order to be delivered?

  • Orders are usually delivered in 10 to 15 business days. The length of time it takes for a package to arrive depends on the goods and the location.
  • Please check the Shipping Policy Page at shipping policy to see expected shipping timeframes for your products.

What are the sizing specs of my order?

  • You can access our sizing guide, which includes all of the sizing information for products size charge

I’m having issues placing an order.

  • We’re sorry to hear that you’re unable to place an order. Please contact Customer Service on the contact us page and we will work on resolving the issue as quickly as possible

Order status questions

What is the status of my order?

I require assistance with a late order.

  • Our store’s orders differ depending on where you want them delivered.
  • Please contact customer care at cs@hiviscustom.com if your order has not arrived after 30 business days.

My tracking number doesn’t seem to be working.

  • It might take 1-3 days for tracking numbers to show in the shipping carrier’s system. An order may be lost by the shipping service on rare occasions. Please contact customer support at cs@hiviscustom.com if the tracking number is still not working after a few days.

Modifying or changing an order

I’d like to modify my order.

  • Since our orders are custom produced, your order is only eligible to be modified within 12 hours of placing the order. Kindly send us an email at cs@hiviscustom.com with the email title: “Need to cancel/ change my order – [Your order number]”

I’d like to cancel my order.

  • Since our orders are custom produced, your order is only eligible to be canceled within 12 hours of placing the order. Kindly send us an email at cs@hiviscustom.com with the email title: “Need to cancel/ change my order – [Your order number]”

I’d like to return or replace my order

  • We stand behind our quality and offer a quality guarantee on any items purchased from our store. Please review our Returns, Replacement & Refund policy for details on how to set up a return.

Payment

What payment methods do you accept?

We currently accept the following forms of payment:

  • Credit Cards: We accept Visa, American Express, Mastercard, and Discover
  • Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a prepaid debit card, you must register them before using them for online purchases. You can do this by following instructions on the card or contacting their own support teams.
  • PayPal: PayPal allows members to have a personal account linked to any bank account or credit card for easy payment at checkout.
  • For more information please visit the payment method page.

Is my credit/debit card charged as soon as I order a product?

  • Yes, your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.

Why am I charged an international fee?

  • We are an international company, using an American payment processor called Stripe. That results in some banks charging additional fees, while other banks do not. Sadly, this is outside of our control.
  • Additionally, we have heard that those international payments are often routed through Canada and Singapore. Some banks will ask if this is intentional, which it is. The payment will remain secure as Stripe is PCI-compliant and handles the whole payment process for us.

Other

How do I contact customer support?

  • We are happy to answer any questions you may have. Please contact customer service on contact-us, or contact us via cs@hiviscustom.com