Order Issues
Q: How do I modify my billing address?
A: There’s no need to change your billing address. We ship orders to the shipping address provided at checkout regardless of whether or not it matches the provided billing address.
Q: Can I change/modify my shipping address or selected product sizes?
A: We can modify your order at any time before shipment. However, once your order has shipped, the package's destination and contents cannot be changed. Please contact our customer service team at customer@hikidspace.com for further assistance.
Q: Can I cancel my order?
A: You can cancel your order before shipment by emailing our customer service team at customer@hikidspace.com. Please note that we cannot cancel orders that have already been shipped out. In such cases, we ask that you wait for your package to arrive, at which point you may either keep it or contact us to return it. Please DO NOT refuse the delivery, as any undelivered packages will be disposed of by our partnered logistics company.
Q: Why didn’t I get an email about my order being shipped?
A: After placing your order, expect a processing period of 2 business days (shipping time is excluded). We will inform you by email once your order leaves our store or if there is any delay.
Q: Where are your products sent from?
A: We currently have warehouses in the United States. All products in your order will be sent to you from the nearest warehouse that has them in stock.
Delivery
Q: Why was my order split into two or more packages?
A: We may initiate partial shipments for your order due to any of the following circumstances:
Items are located in different warehouses.
Some projects require additional preparation time.
After each package is shipped, you will receive an email notification with the tracking number.
Q: Why does my package show that it has been delivered, but it hasn’t?
A: Packages may be delivered to your mailbox or incorrectly signed for by your neighbor. We recommend that you check your mailbox and ask your neighbors if they have received your package. You can also double-check your tracking number on the relevant shipping company's website.
If you still can't find your package, please contact our customer service team at customer@hikidspace.com.
Q: How long does delivery usually take?
A: Generally, your order only takes 2-5 working days to be delivered. Once your package ships, our system will send you a notification email. Thanks for your patience!
Q: Why does it say my tracking number is invalid?
A: When you receive a tracking number, it means the package has been shipped from our warehouse to the shipping company. The shipping company will then scan your package and their website will update with the tracking number. Therefore, it may take 1-2 days after your order ships from our warehouse before you see any activity. Please give the courier some time to provide the latest tracking information.
Q: Why was my package returned?
Answer: There are many possible reasons, including:
The address is wrong or incomplete.
Invalid phone number.
Unable to complete delivery due to obstacles in your home or office.
Unable to clear customs.
Q: Why did the delivery attempt fail?
A: Delivery attempts may fail for any of the following reasons:
The consignee is unavailable.
Wrong shipping address.
The package was delayed by the shipping company.
The package was lost in transit.
Packages are lost due to natural disasters such as hurricanes, floods, earthquakes, fires, etc.
Please contact the shipping company and provide your tracking number and identification to arrange re-delivery. If you are unable to receive your package or subsequent delivery attempts fail, please contact our customer service team at customer@hikidspace.com.
Returns and refunds
Q: What is your return policy?
A: If you are not completely satisfied with your purchase and would like to exchange or return it for a refund, please email our customer service team at customer@hikidspace.com for after-sales support. We will respond within one business day with further instructions.
Q: If I am not satisfied with the product, can I choose to return it?
A: We will accept return requests within 30 days of delivery.
The following situations may affect the amount of your refund:
Shipping costs will only be refunded for orders canceled before shipping.
Payment & Coupons
Q: Why was my payment declined?
A: Firstly, check your card details to make sure the information you provided is correct (common problems include an incorrectly spelled name, an incorrect billing address, or an incorrect expiration date).
Secondly, make sure you enter the security code correctly (the three-digit number on the back of your card).
Lastly, check with your card’s associated bank, who may have declined your payment.
Q: Why do I need to verify my payment on my order?
A: Your payment method may be flagged for a thorough security check to ensure that the payment method is being used by an authorized user. Please check your email and reply with the requested documents so we can verify your identity and maintain your account security.
Q: What payment methods do you accept?
A: We accept all credit/debit cards as well as PayPal.
Q: Why isn’t my promo code working?
A: Promo codes and coupons may not work for the following reasons:
The discount applies to the original price of an item that is on sale.
The relevant item(s) is/are on sale or already discounted at a greater rate than the coupon.
The code has expired.
Account
Q: Why can’t I log into my account?
A: If you’re having trouble logging in, try the following:
Make sure that your email address and password are both correct.
If neither of the above solutions works, reset your password by clicking Forgot Your Password on the login page.
Q: How do I unsubscribe？
A: You can unsubscribe by simply clicking the Unsubscribe button at the bottom of each email we send you. Alternatively, you can contact us to help you unsubscribe by emailing customer@hikidspace.com.
Q: Will you save my personal information?
A: We respect your privacy and keep your personal information confidential.
When you visit our site, the information you provide, such as your name, phone number, postal code, and address, is stored by your browser. Our website also uses cookies to recognize your IP address and provide faster access to our products and services. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site’s features.
Q: How do I change my email address?
A: We can change the email address associated with your account. Please provide the new email address to our service team and we will update it for you.
Q: How do I change my password?
A: If you want to change your password, please follow the steps below:
Log in your account.
Click Forgot Your Password.
Enter your registered email address in the provided box.
Create a new password via the link in the reset email sent to you. Please check your junk mail folder if you don’t see the email.
Q: Is it safe to order from you?
A: Yes, it is safe to order from us! We use one of the most secure online systems on our website to protect your personal information against unauthorized use.
We are a member of the BBB (Better Business Bureau), which is a non-profit organization focused on ensuring fair and equal transactions between consumers and businesses.
We also utilize Secure Socket Layer (SSL) technology, which means that any personal information obtained through our website is private, is maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.
