Service Policy

1. Customer Support

1.1 Multichannel Assistance

At Hypedrobe, we understand that different customers prefer different ways of reaching out for help. That’s why we offer multiple channels for you to connect with our dedicated customer support team:

• Email Support: For in - depth inquiries, product consultations, or order - related issues, you can email us at [email protected]. Our team of experts is trained to provide detailed and personalized responses. We aim to reply to all emails within 24 business hours on regular days. During peak shopping seasons like holidays or major sales events, when the volume of inquiries surges, we may take up to 48 hours to respond, but we will prioritize resolving your concerns as swiftly as possible.
• Live Chat: Experience instant assistance with our live chat feature available on our website. Whether you need quick answers about sizing, help completing a purchase, or have a question about an ongoing order, our live chat agents are ready to assist you. You can expect a response within minutes, making it a convenient option for urgent matters.

1.2 Self - Service Resources

In addition to direct communication, we also provide a comprehensive Frequently Asked Questions (FAQ) section on our website. Here, you can find answers to common questions about products, orders, shipping, returns, and more. The FAQ is regularly updated to address new issues and trends, offering you a quick and easy way to find solutions on your own.

2. Order - Handling Services

2.1 Order Placement

• Intuitive Interface: Our website is designed with a user - friendly interface that simplifies the order - placement process. From browsing our extensive product catalog to adding items to your cart and proceeding to checkout, every step is clearly laid out. We use high - quality product images, detailed descriptions, and easy - to - understand navigation menus to ensure a seamless shopping experience. If you encounter any difficulties, such as problems adding an item to your cart or navigating the checkout page, our customer support team is just a click or call away.
• Guest Checkout Option: Don't want to create an account? No problem! We offer a guest checkout feature that allows you to complete your purchase quickly without the need to register. Simply enter your shipping and payment information, and you're all set. However, creating an account has its perks, such as easier order tracking, saved shipping addresses, and access to exclusive offers.

2.2 Order Confirmation

Once you successfully place an order, you'll receive an immediate order confirmation email. This email contains essential details, including:

• A list of the items you've ordered, along with their quantity, size, and color.
• The total price of your order, including any applicable taxes, shipping fees, or discounts.
• Your chosen shipping address, ensuring it's correct for delivery.
• An estimated delivery time frame, giving you an idea of when to expect your package.
  You can also access your order details at any time by logging into your Hypedrobe account and navigating to the “Orders” section.

2.3 Order Modification and Cancellation

• Modification: We understand that plans can change. If you need to modify your order, such as updating the shipping address, changing the size or color of an item, or adding/removing products, contact us as soon as possible. While we make every effort to accommodate modifications, please note that once an order has entered the processing or shipping stage, changes may not be possible. To increase the chances of a successful modification, reach out to us via email or live chat and provide your order number and the specific changes you'd like to make.
• Cancellation: You have the option to cancel your order before it ships. To do so, send us an email at [email protected] with your order number and a brief explanation of why you're canceling. If the order has already been shipped, you'll need to follow our return policy to initiate a return and request a refund.

3. Shipping and Delivery Services

3.1 Shipping Policy

We take pride in offering worldwide shipping, bringing our trendy products to customers across the globe. Here’s what you need to know about our shipping process:

• Order Processing: Once your order is placed, our team typically processes it within 1 - 3 business days. During this time, we verify your payment, pick the items from our inventory, and carefully package them to ensure they arrive in perfect condition.
• Delivery Times: After processing, standard delivery usually takes 6 - 12 business days. However, delivery times can vary significantly depending on your location, customs clearance procedures (for international orders), and the shipping carrier's operational efficiency. For example, remote areas or regions with complex customs regulations may experience longer delivery times.
• Expedited Shipping: For those who need their orders faster, we offer an expedited shipping option at an additional cost. With expedited shipping, you can expect your order to be delivered within 2 - 4 business days in most cases. This service is ideal for last - minute gifts or when you simply can't wait to receive your Hypedrobe items.

3.2 Tracking Your Order

To keep you informed about the progress of your shipment, we provide a unique tracking number for every order. You can use this number in multiple ways:

• On Our Website: Log into your Hypedrobe account and go to the “Orders” section. There, you'll find the tracking information for each of your orders, along with real - time updates on its status, such as “Shipped,” “In Transit,” or “Out for Delivery.”
• Shipping Carrier's Website: Enter the tracking number on the official website of the shipping carrier handling your order (e.g., FedEx, UPS, DHL). This will give you detailed information about the package's location and estimated arrival time.

4. Return and Refund Services

4.1 Return Policy

We want you to be completely satisfied with your purchase. If for any reason you're not, our return policy allows you to return most items within 60 days of receiving your order. Here are the key requirements:

• Item Condition: The items must be in their original condition, meaning they should be unworn, unwashed, and free of any damage or alterations. All tags, labels, and packaging must be intact. Items that do not meet these criteria may be rejected, and you may not be eligible for a full refund.
• Initiating a Return: To start the return process, log into your Hypedrobe account and navigate to the “Orders” section. Find the order you want to return and click on the “Request Return” button. Follow the instructions provided, which will include printing a return label (if applicable) and packing the items securely for return. If you don't have an account, you can also contact our customer support team, and they'll guide you through the process.

4.2 Refund Process

Once we receive your returned items, our team will conduct a thorough inspection within 3 - 5 business days to ensure they meet the return criteria. If everything is in order:

• Refund Issuance: The refund will be issued back to the original payment method you used for the purchase. For example, if you paid with a credit card, the refund will be credited back to that card. If you used a digital wallet like PayPal, the funds will be returned to your PayPal account.
• Processing Time: The time it takes for the refund to appear in your account can vary depending on your financial institution. Typically, it may take an additional 3 - 10 business days for the funds to be available, but this can differ based on the payment provider's processing times.

5. Product - Related Services

5.1 Product Information

• Accurate Descriptions: We are committed to providing you with detailed and accurate product descriptions. Each product page includes comprehensive information about the materials used, sizing guides (with measurements and fit recommendations), care instructions, and unique features. For example, if a garment is made from a special fabric blend, we'll explain its properties and how to care for it to maintain its quality. If you have any further questions about a product's details, feel free to contact our customer support team.
• Image Representation: Our product images are carefully selected to give you the best possible visual representation of the items. However, due to differences in screen settings, lighting conditions during photography, and individual device displays, the actual color and appearance of the product may vary slightly from what you see online. To minimize any potential discrepancies, we also include multiple images from different angles and, when available, close - up shots of details.

5.2 Quality Assurance

• Inspection: Before any product leaves our warehouse, it undergoes a rigorous quality inspection. Our team checks for defects, such as stitching issues in clothing, broken zippers, or any other flaws. We believe in delivering high - quality items that meet or exceed your expectations.
• Defective Product Resolution: If you receive a defective or damaged product, contact us immediately. You can do this via email, live chat, or phone. Provide us with your order number and describe the issue in detail, along with any relevant photos. We'll then work with you to find a solution, which may include sending you a replacement product, offering a repair service (if applicable), or issuing a full refund, depending on the nature of the problem and your preference.

6. Policy Updates

We reserve the right to update this Service Policy at any time to reflect changes in our business operations, industry best practices, or legal requirements. When we make significant changes, we will:

• Notify You: If the changes are substantial and may impact your use of our services, we'll notify you via email or a prominent notice on our website.
• Post the Updates: The updated policy will always be available on our website, and the effective date of the changes will be clearly indicated at the top of the policy page. It's your responsibility to review this policy periodically to stay informed about our services and any changes that may affect you. By continuing to use our website and services after the revised policy takes effect, you agree to be bound by the updated terms.