Processing and Shipping Policy
1. What is your policy on processing orders?
Orders that are placed through our website, email, or verbal communication must be processed before 4:00PM PST for orders to be processed. Any orders processed afterwards, or orders awaiting special assistance will be moved to the next business day. Any complications with the order (out of stock items, failed credit card transaction, changes in order, etc.) may delay the processing. We suggest placing orders earlier in the day to speed up the order processing time.
Orders are subjected to the following:
- Our Business hours: Monday – Friday, 9:00AM PST to 5:00PM PST
2. What is your policy on domestic shipping?
Orders are FOB Hyperkin, South El Monte, CA, USA. We generally ship UPS Ground. Other shipping services may be requested as well. For an update on the carriers we are able to provide, please contact your sales representative or customer service for more information. Palletized orders will ship using a trucking company, UPS 250lb weight or less, whichever is least expensive. The business partner may also request for their own trucking company to be used.
Shipping times are based on processing time, type of shipment, and location. Type of shipment is subjected to the shipment’s company shipping hours, which generally excludes most Sundays. Please check with the particular company for their shipping hours.
Hyperkin does offer Express shipping services to our retailers. But keep in mind that this increases our retailer's shipping cost significantly, doubling and often times quadrupling your shipping cost. DO NOT select shipping options like UPS 2nd Day or UPS Next Day services unless you are aware of these cost. Rates can be found on www.UPS.com.
3. What is your policy on international shipping? (Outside of the US)
Shipping and/or Handling fees for International Buyers do not include tax, customs or brokerage fees. Recipients will be responsible for any applicable fees at the time of delivery. Please contact us at (877) 337-1238 directly for more information.
4. What is your policy on excused performance?
Hyperkin will not be liable for delays in performance or for non-performance due to: (1) unforeseen circumstances or causes beyond Hyperkin's reasonable control; (2) acts of God, acts of buyer, acts of civil or military authority, priorities, fires, strikes, floods, weather, sabotage, epidemics, quarantine restrictions, war, civil disturbances, riot, delays in transportation or car shortages; (3) Hyperkin's inability to obtain labor, materials, components, or manufacturing facilities; or (4) any other commercial impracticability. Deliveries or other performance may be suspended for an appropriate period of time or canceled by Hyperkin upon notice to buyer in the event of any of the foregoing, but the balance of the agreement shall otherwise remain unaffected as a restriction of the foregoing. If Hyperkin determines that its ability to supply the total demand for the goods, or to obtain material used directly or indirectly in the manufacture of the goods, is hindered, limited or made impracticable due to causes set forth above, Hyperkin may allocate its available supply of the goods or such material (without obligation to acquire other supplies of any such goods or material) among its customers on such basis as Hyperkin determines to be equitable without liability for any failure of performance which may result there from.
5. What is your policy on end consumer damages?
We require that our Retailers handle their customer's damages. Hyperkin is not responsible for any damages that occur during the shipping from Retailers to their customers. We are not responsible for any damages that may occur while the end consumers are handling products
6. What is your policy on overseas damages?
We ask Retailers that are shipping products out of the country to please verify that the items shipping are in good condition. If items are damaged while shipping overseas, please file a claim with your shipping company, as Hyperkin cannot be held responsible for overseas damages. Overseas retailers will not be able to claim damages through Hyperkin as items shipped "as is" and to the best of Hyperkin knowledge in "good" condition. Hyperkin should be notified immediately of physical damages to products, and a claim must be filed with the carrier.
7. What is your policy on partial shipment damage/lost products/missing products?
If you receive a shipment where there is one box that is visibly damaged in an entire shipment, please only refuse the 1 damaged box(es), not the entire shipment. The refusal of an entire shipment, for damage just to a portion of the shipment, will result in double shipping charges to the customer. Please contact our Customer Service to let them know that the box is being returned due to visible damages. Please also take pictures of the visible damage(s). If no visible damage was noted to the carrier upon receipt of the packages, this could delay or void the insurance on the shipment. DO NOT REFUSE DELIVERY. Refused packages will be subject to a return shipping fee assessed by UPS or FedEx.
8. What is your policy on P. O. boxes?
We do not ship to Post Office boxes. You will be asked to provide a physical address for delivery.
9. What is your policy on order pickups?
Order Pickup may be arranged instead of shipping. The business partner/end-user must arrange a pick-up time by notifying your sales representative or customer service by calling our office at (626) 571-5100 at least one-hour prior to arrival time. We ask that you allow more time for pick-up for bigger orders. Orders must be fully processed and paid-in-full in order to be picked up.