SHIPPING POLICY
hdmpool complies with the highest level of Payment Card Industry (PCI) standards. We use the most advanced SSL Encryption technology to ensure a safe and secure checkout via:
- PayPal
- Credit Cards: Visa, MasterCard & American Express.
We are also upfront about our shipping costs. Because we use a cost-based shipping rate, you will never be surprised at checkout with an unexpected shipping amount.
We treat every item you purchase as if it were our own, and we take extreme care in packaging each order.
SHIPPING & HANDLING
We process orders Monday through Friday and can get all your ordered item(s) out of our warehouse within 3 business days!
Expedited shipping means that your order will be processed and shipped out on the next business day.
Business days are Monday through Friday, Eastern Standard Time, and exclude holidays observed by the Post Office: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
During large sales, promotions, new product releases, and holidays, it could take the full 3 business days (sometimes a day or two longer) to get these orders out of our warehouse.
Processing time: 1-2 business days.
Order Cut-Off Time
To ensure timely processing and shipping, all orders must be placed by 05:00PM Eastern Standard Time on business days (Monday through Friday, excluding holidays). Orders placed after this cut-off time will be processed on the next business day.
Shipping Time:
US addresses
- Delivery time is 3-5 days for products shipped from the US warehouse and 5-15 days for products sent from Vietnam warehouse.
- Please be aware that items from our warehouse in Vietnam may take approximately 15-20 days to reach you. The tracking code you’ve received is for domestic tracking and will become valid once the product arrives in the US, typically within 5-10 days.
At the moment, our shipping cannot deliver to US Military bases. We apologize in advance for this inconvenience.
Vietnamese addresses:
Delivery time is guaranteed to be within 3-5 days.
Shipping Fees:
To Vietnamese Addresses:
Free Shipping: All orders shipped to addresses within Vietnam will enjoy free shipping, regardless of the order size or value.
International Shipping:
Standard Shipping Charges: $25
New Shipping Offer!
We’re excited to announce that we’re now offering free shipping on all orders over $499.99. Shop now and enjoy the savings!
Happy shopping!
CUSTOM BACKORDER:
Your customized order might experience a delay in processing time.
SPLIT SHIPMENT:
Sometimes part of your order is on its way from our US warehouse, while the rest is being shipped directly from our factory in Vietnam, and all tracking numbers will be updated.
PARTIAL SHIPMENT:
Some of your items are being shipped now, and the remainder of your order will be shipped shortly.
ORDER TRACKING
You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 1-3 days for the carrier to scan your package into their system.
If you attempt to track your package and there is no information available, it just means the carrier has not processed your package yet. When the package is scanned into their system, tracking events will populate on the tracking page.
Generally, domestic orders are delivered within 3-5 business days, depending on the service you chose at checkout.
Note: Transit times do not include the time taken to prepare your order before shipment!
The package was delivered to the incorrect address.
If a package is returned to us due to an incorrect or incomplete address, is marked “unclaimed” or “return to sender,” or has been deemed undeliverable for any reason by the final mile carrier, we will notify you by email. Once the package is delivered back to us, our returns team will process it and refund the subtotal of your order.
A refund will not be issued until the parcel has arrived back in our facility.
Note: Once we have processed a refund, it can take your bank anywhere from 2-8 business days to process the refund on their end and issue it back to your account.
Make sure you provide the correct address at checkout because we are not responsible if your order gets delivered to the wrong address.
If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your package, we are not responsible if that package gets lost, stolen, or damaged.
During a “free shipping” sale, orders that are returned to us due to an incomplete or unknown address OR packages that are refused/returned to sender will be refunded LESS what the shipping and handling charges would have been without the promotion.
The post office provided a notice that the package was lost in the mail. We will be happy to replace and reship the order that was lost in the mail or refund your order. Please contact us and we will take care of the issue.
Tax Information:
hdmpool is required by law to collect sales tax on orders shipped to certain locations within the United States. Sales tax will be applied to your order during checkout if your shipping address is subject to sales tax.
The sales tax amount is calculated automatically by our system based on the shipping address you provide during checkout. The tax rate is determined by the state or local jurisdiction and is subject to change at any time.
Please note that orders shipped outside of the United States may be subject to customs fees, import duties, or other taxes imposed by the destination country. These charges are the responsibility of the recipient and are not included in the shipping charges or order total.
If you have any questions or concerns about taxes or customs fees, please contact your local tax authority or customs office.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, the refund excludes all shipping and handling fees.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Did you receive a faulty unit, or the wrong product?
Please contact our Customer Support team to start the exchange process. Please include the following information:
- Order number
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
FIND A MISSING ITEM FROM YOUR PACKAGE
If an item is missing from your package, it may have been shipped separately. If you received your package and an item is missing, contact us.
FIND A MISSING PACKAGE THAT SHOWS AS DELIVERED
Sometimes the delivery status is updated in advance, and you may see your package marked as “delivered” even if you have not received it. It may not have been delivered yet, but it’s heading to the address you’ve selected and it will be there soon. Contact us for more details.
In case of shipping issues, please be aware that the refund process may take up to 3 weeks from the day the case is opened.