FAQS
As you may have noticed, we've experienced a spike in demand that coincided with the start of the holiday shopping season. About 30% of orders have been impacted by 2-3 weeks. Given that Hiholly manufactures our items in small batches to match demand (a process much better for the environment!), and thus we rarely stock much inventory, we’re working on ramping up both production as well as fulfillment — in order to get you your order as fast as we can, both now and in the future.
Please check your spam inbox! We currently respond to every message within 24 hours. To ensure that you are receiving all follow-up responses, as well as regular updates on your order status, we strongly suggest you whitelist these email addresses: sales@hiholly.com.
To track your package, Kindly follow one of the below methods:
(1)You can check the order status in your account by going to ->My orders in your Hiholly account.
Steps: Log in to your Hiholly account and click "My Orders" to enter the "My orders" page and then you can click on "Track" to track your order.
(2)You can track the order status by going to our tracking page here: Track My Order
Steps: enter your email address (you used when placing this order) and the order number, and click on Track.
The most common ways to whitelist an email address is by adding it to the address book, white list or safe list in the email application. However, there is no standard method and it might differ from application to application.
If you do not find such an option, you will need to contact the support team of your email application and they’ll surely be able to help you with this.
We hope these hints will help you whitelist our email address in your email application, so you can see our messages in your inbox directly!
Tracking updates maybe delayed when the parcel is:
1. In long distance international shipping, it usually takes 30%-70% of the estimated shipping time. The shipper would not provide tracking updates in this status. Please wait for the update from logistics.
2. Going through local customs clearance procedures
3. At the post office sorting center
4. Held up by uncontrollable factors including, labor strikes, bad weather, politic issues, etc.
5. Due to the epidemic, the logistics timeliness may fluctuate for 5-7 days. The package will be delivered to you as soon as possible. Please wait patiently.
PS: If you have other questions, you can contact the customer service to solve them, and the customer service will check the transportation progress of the package for you.
Note :
Dear customer, due to the unpredictable effects of COVID-19 on logistics and transportation, we are extending the guaranteed shipping time of orders placed after 2020.2.20 by 15-30 additional days. The extension will vary based on the order's destination, shipping method, and any lockdown/logistics restriction. Sorry for the inconvenient caused to you and thank you for your understanding.
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
Our shipping center processes orders Monday-Sunday. There are different delivery speed options available during checkout, typically Standard, Expedited, and Priority.
ThisFind Standard Shipping: Your order will deliver to you in 15-35 business days from the date it was shipped.
Expedited Shipping Service: Your order will deliver to you in 7-20 business days from the date it was shipped.
Note:
1. You will receive an e-mail stating that your order has shipped.
2. Non-business days are Saturday, Sunday and local holidays in destination country/region.
3. You can refer to the related information here for more details.
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
Our shipping center processes orders Monday-Sunday. There are different delivery speed options available during checkout, typically Standard, Expedited, and Priority.
ThisFind Standard Shipping: Your order will deliver to you in 15-35 business days from the date it was shipped.
Expedited Shipping Service: Your order will deliver to you in 7-20 business days from the date it was shipped.
Note:
1. You will receive an e-mail stating that your order has shipped.
2. Non-business days are Saturday, Sunday and local holidays in destination country/region.
3. You can refer to the related information here for more details.
You could change your shipping address before we hand over it to courier partner. Here are some advices on it:
1. If you have not paid for your order or paid by PayPal, and the order is not shipped:
You can cancel it in your account and place a new one with the correct shipping address.
2. If you have already paid for your order and it's not by PayPal:
If you need to change the address, please contact us as soon as possible and provide your driver's license or ID card information for customer information security, we will hep you to change.
Note:
1. Please note that for orders which is "shipped", it's a pity to tell you that changing the shipping address is not available anymore.
2. To ensure your package can be delivered successfully, please make sure to enter a correct and complete shipping address when ordering.
Reasons & suggestion
A. The shipping methods you selected is flat shipping ,which has no tracking number, so the logistics information can not be tracked. The delivery time of flat shipping is 15-35 business days after being sent out. If it is still within estimated delivery time ,
please wait for a few more days.
B. Your order has just shipped out and shipping information will be updated in the coming days , we recommend you can track logistics information in next 3-7 days .
C. If it still shows that the logistics information is Not Found , please contact our after-sale customer service team and provide them with order number & the problem.
1. If you find that the tracking result information indicates that your parcel is under "Alert" or "Undelivered" status, it means your item might undergo unusual shipping conditions.
This may be due to several reasons: refusal by the recipient, absence of the recipient, expiry of collection deadline, customs issues/or item loss, damage, etc.
2. Advice :
① You can check the shipping address of the corresponding order in your Account -> View orders -> My order firstly, please click here to check.
② Secondly, please contact us and provide our after-sale customer service team with the order number, sku number and the problem.
1. If you find that the tracking result information indicates that your parcel is under "Alert" or "Undelivered" status, it means your item might undergo unusual shipping conditions.
This may be due to several reasons: refusal by the recipient, absence of the recipient, expiry of collection deadline, customs issues/or item loss, damage, etc.
2. Advice :
① You can check the shipping address of the corresponding order in your Account -> View orders -> My order firstly, please click here to check.
② Secondly, please contact us and provide our after-sale customer service team with the order number, sku number and the problem.
Once we receive your payment, your order will go through several steps before being "shipped".
Please refer to the different order statuses explanation below:
1. Payment Pending:
This order status is unpaid. Please feel free to pay for your order as soon as possible. Once we receive your payment, we will process your order.
2. Payment to be confirmed:
Due to transaction delay or other reasons, at this time we haven't received your payment yet. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.
If we haven't received your payment within 20 days from the date you placed your order, the order will be cancelled automatically.
3. Payment Confirmed:
You have just paid for your order, we will process your order as soon as possible, Please be patient.
4. Processing:
An order status of "Processing" means your order has been entered into our system and has been sent to the warehouse to prepare shipment.
The order status will remain as "Processing" until shipment information been updated from the warehouse.
If your order status is still showing "Processing" after 48 hours, it does not necessarily mean that something wrong with your order. It simply means your order is still in queue and waiting for dispatch.
- After you place the order: if any changes on stock you will receive a notification E-mail from us with a action required. Please check your email timely.
5. Shipped
Your order has been shipped and now is on its way. Please check your order information in account, and you may track the item online (if it's a tracked order).
6. Confirm delivery
You have confirmed receipt of order merchandise on the website.
If the goods have not actually been received, please check the order logistics details or contact our customer service.
7. Refunded
Your order status was refunded. We have arranged refunded for you. If you still have other questions, please do not hesitate to contact us.
Please note we can only change to another color/size with the same price.
Please contact us if the order is in an early stage of processing.
We cannot change items after the order shipped.
You can cancel an order by contacting us at sales@thisfind.com by emailing.
If the order has been paid, customers can click "Refund" to cancel orders and get a full refund within 24h before the parcel has been shipped out.
1. If you find that the tracking result information indicates that your parcel is under "Alert" or "Undelivered" status, it means your item might undergo unusual shipping conditions.
This may be due to several reasons: refusal by the recipient, absence of the recipient, expiry of collection deadline, customs issues/or item loss, damage, etc.
2. Advice :
① You can check the shipping address of the corresponding order in your Account -> View orders -> My order firstly, please click here to check.
② Secondly, please contact us and provide our after-sale customer service team with the order number, sku number and the problem.
Unable to find satisfactory answers ? Contact Support
