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FAQ



Shopping With HDE:




Placing Your Order:




Shipping & Tracking:




Issues and Troubleshooting:





Shopping With HDE:



How do I place my order online?

As you find items that you'd like to purchase online you can add them to your cart by pressing the "Add to Cart" button located on each item page. Once you have added everything you'd like to purchase to your cart you can see your shopping cart by clicking on the "View Cart" button located in the top, right corner of the screen. This will show you a drop down of all of the items currently in your cart. If you are happy with what you have, click "Checkout." All of the items you have selected to add to your cart will be displayed on the Checkout page with the name, a small graphic, the number of units you added to your cart, and the price per unit. Your total order amount will be shown to you, and you can fill out your information below your item details. Once you have provided us with your shipping and billing information we'll send you a confirmation email detailing what you have ordered, and we will send another email when your order has shipped.

Do you have in-store pick up available?

We're sorry, but we do not offer store pick up at this time. However with we will try to work with you to ship your order when and where you need it. If you have any additional questions regarding our shipping policies and rates, please refer to our shipping page.

What happens when I sign up for your newsletter?

The newsletter is our way of letting you know about store sales, exclusive subscriber coupons and other store events. We typically send these newsletters out once or twice a month, so your inbox does not get flooded with emails when you subscribe. You will also be free to unsubscribe whenever you want just by clicking the link at the bottom of the emails you receive from us.

Can I order by phone?

At this time we do not take orders by phone. However, you may reach our team at 1-877-433-1688 if you experience any issues while placing your order online.

Can you notify me when a product is back in stock?

We would love to! However, at this time we are not set up with this feature.

What is your privacy policy?

We think your privacy is very important, we will not sell or distribute your information in any way, at any time.






Placing Your Order:



I have a coupon code I want to use. What can I use it on?

Depending on what type of coupon you have, you can apply your coupon code at checkout on your entire order or just on a particular item. You will have to read your coupon for the full details. If you have received a coupon for a percentage off of your entire purchase, you may find in the fine print that sale items are excluded from this discount.

Something always true though is that you will only be able to use one coupon per order due to the limitations of our system. We thank you for understanding.

What methods of payment do you accept?

We try to make checking out with us as simple as possible which is why we offer an option to pay via a major credit card or by using your PayPal account. Acceptable credit cards are MasterCard, Visa, American Express, and Discover.

I made a mistake on my order! Can I change/fix it?

Please contact us at support@shophde.com as soon as you realize you've made a mistake and we'll see what we can do. We are committed to shipping your order within 1 business day, which means that we cannot guarantee our ability to update any information before your item is shipped if you do not contact us immediately. Should you need to contact us immediately, you may call us at 1-877-433-1688. We available to help Monday-Friday 9am to 5pm EST.

Can I add, change or remove items from my order after it has been submitted?

Your order can only be adjusted by contacting our customer service team as soon as possible at support@shophde.com. Once your order has been invoiced, changes cannot be made to the order. Once your order has shipped, your order cannot be voided.

What information do I need to provide for inquiries about my order?

Please provide us with your full name and your order number.

Will I be charged sales tax?

Because we are based in Pennsylvania, if you are shipping your item to Pennsylvania you will be required to pay Pennsylvania's 6% sales tax, just as you would if you were shopping at a store here. Your total order amount, including shipping, will be taxed this amount.






Shipping & Tracking:



Do you ship outside the U.S.?

Currently we only ship to the United States.

When will my item be shipped?

Your item will usually be shipped within one business day.

How can I track my package?

At this time we do not send out tracking numbers, if you would like yours or are concerned about the status of your order please contact us for more information regarding your order. We are happy to work with you directly regarding the status of your order.

When can I expect to receive my package?

This is dependent on the shipping method you chose at checkout. Typically for standard shipping your package should take 3-8 days, depending on your location within the U.S., the closer you are to PA, the sooner you should expect to see your order. Packages going to Canada and the United Kingdom can take a little longer because they have to go through customs clearance.

If you have selected to have your item shipped via expedited shipping, your package should be delivered within 3 business days.

How much is the shipping & handling (S/H) cost?

Please see the costs chart on our shipping page.

Do you ship to P.O. boxes?

Yes, unless your order is unfit to be shipped to a P.O. box, such as if it is over 70 pounds.






Issues and Troubleshooting:



Why was I asked to verify my address?

Sometimes our system may not be able to verify your address, in these circumstances we will either call you or send you an email to confirm that you entered the correct address into the shipping / billing address field at checkout.

What do I do if I need to return my item for an exchange or refund?

Please visit our returns page for information regarding this process.

My product arrived damaged, what can I do with it?

We have a 30 day return / exchange policy to make sure you have enough time to inspect it. If your product is damaged, defective, or incorrect upon arrival, we would be more than happy to replace it for you or offer you a refund. Please contact us so we can help resolve the matter as quickly as possible for you. If you would like more information about returns, please visit our returns page.

What is an RMA#?

RMA stands for Return Merchandise Authorization. In order for us to accept returns of our products they must be returned with one of these numbers. This number allows us to quickly identify your return, which in turn allows us to quickly process it for you. Please visit our returns page for more information about how to obtain an RMA number.