Help/Contact Us

Before emailing us, please check out our FAQ below. Your question(s) may be easily answered below.

 

When will my order ship?

As stated in our terms of service, all orders take 2-3 business days to process. That means if you placed your order on a Wednesday, the latest you will receive your shipping confirmation email (which includes your tracking number) is that following Monday. If it's been more than 2-3 business days and you still haven't received your tracking number, then your order most likely contains a pre-order item or a backordered item. Check the product page of the pre-order/backorder item to see its estimated shipping date.

I chose an expedited shipping service at checkout. When will my order ship?

Even if you purchased an expedited shipping service, your order will still take 2-3 business days to process. Once your order is processed, it will be shipped out using the desired shipping service you selected at checkout. 

How much will shipping cost?

Shipping costs vary depending on the total weight of your order and your exact destination postal code. The fastest and most accurate way to find out how much shipping will cost for your order is to add the items you desire into your cart, proceed to checkout, and select a shipping option; before you submit your order you will be shown a summary of all the charges on your order including the total shipping fee. You will not have to submit your order to see this amount, so at that time you can decide to complete your purchase, adjust your order, or abandon your cart altogether. 

Oops! I put the wrong shipping address in my order. How do I change that? 

If you need to change the delivery address on your order, please email us at orders@thehyv.net with the following information:

• Your order number (this can be found in the subject line of your order confirmation email)

• The new name and address you'd like your order sent to

Please be aware that we unfortunately cannot change your delivery address after your order ships. 

How can I track my package?

Once your order ships, you will receive a shipping confirmation email with your tracking number. If you have not received a shipping confirmation email, then your order is being processed or still on backorder/pre-order. 

Why isn't my tracking number working?

Please note that it can take up to 48 hours for tracking numbers to become active. Unfortunately we can't provide additional detail for you until the number becomes active.

If it has been longer than 48 hours and your tracking number still isn’t working contact us at orders@thehyv.net.

I want to cancel my order. How do I do that?

We do not offer refunds on any orders (including pre-orders). We offer an exchange only return policy on any unworn and unwashed merchandise. If you find it necessary to exchange any part of your order, please contact us and we will initiate the exchange process. Please note you will be responsible for all postage. Once your merchandise has been returned, we will either issue credit toward the specific collection your purchase was from for the total value of your exchange or ship you the product you wish to exchange for. If you have any questions, please contact us at orders@thehyv.net.