1) How can I contact your customer service team?
For customer service inquiries only, please mail hello@hi5.nyc
2) I emailed your customer service team. When will I receive a response?
Our customer service team aims to respond to all e-mails within 24-48 hours.
3) How long will Shipping take?
Shipping time estimates are 2-8 Business days. We want you to have it as soon as possible.
We ship via United States Postal Service (USPS) and UPS. USPS Priority Mail reaches every U.S. address, including P.O. boxes and military APO, FPO and DPO destinations
4) Do you offer Returns and Refunds?
Yes, on a case-by-case basis. no reasonable request will be denied.
5) What if I receive a damaged product?
Please mail hello@hi5.nyc with your order number including a video and photos of the fault. The pictures/videos of the product must show that the product is unused, has all the tags intact.
6) Will customs and taxes be included in the product price?
Probably Yes. Extra charges like Import tax, duties and related Customs fees if applicable, are determined and charged by the Customs office of the destination country and the cost is not covered in payments you made to us. Please contact your local Customs office directly for further details.
7) Do you offer discounts and promotions?
YES, we offer discounts and promotions and special invites to events. Make sure to sign up for our email list to receive news on special offers.
8) Why hasn't my tracking status been updated?
Don’t worry! We’re on it. Your tracking status may take 24hrs to update from pre-shipment status.
9) Is it possible to change or cancel an order?
YES. Please contact our team immediately if you need to change or cancel your order but we unfortunately cannot make any changes or cancel your order after it shipped.
10) What payment gateways do you provide?
Many! We have partnered up with MasterCard, Visa, PayPal, Apple Pay, Amex, etc. and AmazonPay
11) Privacy Policy
We prioritize your privacy and security. We collect only essential information for order processing and site improvement, never selling your personal details. Your data is used solely for enhancing your shopping experience and ensuring the security of your information. We employ industry-standard security measures and do not share your data except with trusted partners assisting in our operations.
