By placing an order, you confirm that you have read, understood, and accepted the following policies.
Shipping
We offer trackable shipping worldwide. Each package is estimated to arrive between 7 and 20 business days after your order is shipped. While delivery is often faster, customs clearance is beyond our control, and we are not responsible for any delays that may occur. Tracking information will be provided to you as soon as it becomes available to us.
Estimated Shipping Times (Excluding Weekends & Public Holidays):
- USA Orders: Delivery typically takes 7-14 days after shipping, primarily via USPS (United States Postal Service).
- International Orders: Delivery usually takes 10-15 days after shipping, though it may arrive sooner.
Order Processing Time:
Please note that order processing time must be added to the shipping time to estimate the total delivery time. Processing takes 1 to 2 weeks, during which we conduct quality assurance checks, package your order, print shipping labels, and hand it over to our shipping partner for dispatch.
Important Notes:
- Estimated shipping times are based on normal conditions. During peak seasons, especially in November and December, shipping volumes increase, which may cause delays.
- Customs procedures in some countries may take longer, leading to variations in the estimated shipping times.
- We cannot control shipping times or unexpected delays that may occur in transit. Your patience and understanding are appreciated.
Delivery Restrictions:
- We do not handle delivery logistics directly and cannot guarantee delivery at a specific time or date.
- We do not offer refunds while a package is in transit, as it is already on its way to you.
- Please do not order if you need an item before a specific date, as courier delays are beyond our control.
Buyer Protection Guarantee:
We guarantee that your product will arrive within 60 days (8 weeks). If your order does not arrive within this period, you will receive a full refund.
Force Majeure Clause:
If delays are caused by events beyond our control (e.g., natural disasters, pandemics, or customs inspections), we cannot offer refunds. Please allow for reasonable delivery times under such circumstances.
Undeliverable Orders
We are not responsible for packages that are:
- Refused upon delivery
- Unclaimed at the local post office
- Undeliverable due to incorrect name, address, or telephone number provided by the customer
If an order is returned due to an incorrect address, a restocking and shipping fee of 30-50% of the item’s total value (excluding discounts) may be charged. Please double-check your shipping address before completing your purchase.
To be eligible for a refund or store credit, you must provide the correct delivery address.
Order Tracking
Once your order ships and tracking information becomes available, we will send you an email with the tracking details. If you do not receive a tracking email within six business days, please contact us at support@hexeyes.com with your order number and shipping address, and we will assist you promptly.
For certain international orders where tracking may not be available, we guarantee 100% delivery to all destinations. Any missing items will be re-shipped to you free of charge.
Multiple Item Orders
To reduce costs and avoid high import taxes, we source products from multiple locations. This may result in items from the same order being shipped separately at no extra shipping cost. You may receive multiple packages on different days.
If you receive one item before the others, do not worry—the remaining items are on their way.
Customs & Import Duties
- hexeyes.com is not responsible for any destination country taxes, duties, or import fees.
- Customers are responsible for complying with local customs regulations and paying any applicable charges.
- If a package is refused upon arrival in your country, we reserve the right to abandon the package and will not issue a refund.
Returned to Sender Orders
Customers are responsible for providing an accurate shipping address and monitoring their orders while in transit. Important tracking updates are often added during delivery.
Proof of Delivery & Post-Delivery Responsibility
- We are not responsible for lost or stolen items after delivery (e.g., if delivered to a mailbox and then misplaced or stolen).
- Our responsibility ends once the package is marked as “delivered” by the courier.
If you experience any issues with your delivery, please contact us at support@hexeyes.com for assistance.