Shipping Policy

📦 Shipping & Delivery Policy

This page covers common questions about shipping methods, delivery timeframes, shipping fees, customs duties, address changes, and delivery issues.

If you can't find the answer you're looking for, please feel free to contact us at:

📧 hues@hueslife.com

We're always happy to help.

🕒 When will my order ship?

We typically process orders within 48 hours after payment is confirmed.

Once your order is placed, it is automatically synchronized with our warehouse for inspection, quality control, and careful packaging before dispatch.

🚚 How long does shipping take?

Once shipped, delivery usually takes 7–12 business days, depending on your location and local carrier operations.

Please note that delivery times may occasionally be affected by:

Customs clearance procedures
Peak holiday seasons
Severe weather conditions
Local carrier delays

🔔 Will I receive tracking information?

Yes.

As soon as your order ships, you'll receive a shipping confirmation email containing your tracking number.

You can use the tracking number to monitor your shipment throughout the delivery process.

❗ No tracking update yet?

Don't worry.

International shipments often do not update until they reach the next transit hub or scan point.

If your tracking hasn't updated for a few days, your package is most likely still moving through the shipping network.

If tracking remains unchanged for more than 7–10 days, please contact the shipping carrier or reach out to us for assistance.

👉 Track your order here

🚚 Shipping Methods

🔄 Can I change my shipping method after placing an order?

If your order has not yet been paid, please cancel the order and place a new one using your preferred shipping method.

If your order has already been paid but has not yet shipped, we may be able to update the shipping method.

Please note that upgrading to a faster shipping service may require an additional fee.

❓ Why can't I choose Expedited Shipping or HUES Delivery?

Shipping options vary by destination country.

If Expedited Shipping or HUES Delivery is not displayed at checkout, it is currently unavailable for your location.

📦 What shipping options are available?

✅ Free Shipping — Available on all orders over $69

🚚 Standard Shipping — Flat rate of $9.99 for orders under $69

✏️ Address Changes

Can I change my shipping address after placing an order?

Yes.

If your order has not yet been shipped, please contact us as soon as possible at hues@hueslife.com with:

Your order number
Your updated shipping address

We will do our best to update the address before dispatch.

If your order has already been shipped, address changes may still be possible depending on the shipment status and carrier requirements.

Please contact us within 48 hours of receiving your shipping confirmation email and provide:

Your order number
Your new shipping address

Please note:

• Address changes requested after shipment are not guaranteed and are subject to carrier approval.

• Once a package has entered the final delivery stage or has been handed over to the local delivery carrier, address changes are usually no longer possible.

• Customers are responsible for providing accurate shipping information, including apartment numbers, suite numbers, building names, access codes, and contact phone numbers.

• If a customer requests an address change but does not provide the updated address information within a reasonable timeframe, the order may be shipped to the original address provided at checkout.

• Delays caused by incorrect, incomplete, or inaccessible addresses may affect delivery times and may require additional carrier coordination.

🌍 Customs & Taxes

Who pays for customs duties or taxes?

All prices displayed on our website include applicable taxes.

In most cases, customers do not need to pay any additional fees upon delivery.

However, customs policies may vary by country, and local authorities reserve the right to conduct inspections when necessary.

❗ Common Delivery Issues

📦 What if my package is lost?

If your tracking information appears abnormal or your shipment seems delayed for an unusual period of time, please contact the carrier or our support team.

If the package is officially confirmed as lost, we will arrange a replacement shipment or provide an appropriate solution.

🏢 What if the carrier cannot access my delivery location?

To help ensure successful delivery, please provide complete and accurate shipping information, including:

Apartment numbers
Suite numbers
Building names
Gate codes
Contact phone numbers

For deliveries to:

Apartment complexes
Office buildings
Gated communities
Military bases
Restricted-access properties

The local carrier may require additional instructions or direct communication with the recipient.

If a delivery attempt fails due to access restrictions or incomplete address information, the carrier may arrange a redelivery attempt or hold the package for pickup.

Additional shipping fees may apply if reshipment becomes necessary.

❌ I received the wrong item. What should I do?

Please take clear photos of:

The incorrect item received
The package and shipping label
All items included in the shipment

Send the photos to us so we can investigate and resolve the issue as quickly as possible.

📦 My package was damaged or opened upon delivery.

Please refuse delivery if possible and file a complaint with the carrier.

Afterward, contact us with:

The complaint reference number
Photos of the package
Photos of the damaged item(s)

We'll assist you in finding a suitable solution.

✅ Tracking says delivered, but I didn't receive it.

Please first:

Check your mailbox
Check your front door, porch, or safe location
Ask family members or neighbors

Then contact the shipping carrier for additional delivery details.

If the shipment was transferred to another local delivery company, please request:

The new carrier name
The updated tracking number

If the carrier cannot resolve the issue, file a complaint and send us the complaint reference number.

We'll assist with the investigation.

🕐 I missed the delivery. What can I do?

If you're unavailable during delivery, please contact the shipping carrier directly to:

Schedule another delivery attempt
Arrange pickup
Authorize another person to receive the package

💸 Can I get a refund if the package is returned or destroyed?

If the issue was caused by us or the shipping company, we will take full responsibility and provide an appropriate resolution.

However, refunds cannot be issued for packages returned due to customer-related reasons, including but not limited to:

Providing an incorrect address
Providing an incomplete address
Refusing delivery
Failure to respond to carrier requests
Failure to pick up a held package
Failure to provide required customs information

As international return shipping costs are often higher than the value of the order itself, these situations are not eligible for refunds.

🤔 Can I refuse the package if I change my mind?

Please do not refuse delivery.

If you no longer want the item, please accept the package first and then contact us regarding a return or exchange request.

Refused packages are often abandoned or destroyed by shipping carriers and may not be recoverable, which can prevent us from processing a refund.

📧 Need More Help?

For any shipping-related questions, please contact: