SHIPPING & RETURNS POLICY

Order Processing

When your order contains multiple items, we aim to ship them together so they arrive at the same time. However, due to differences in product size and other shipping considerations, items may be shipped by different couriers. In such cases, you will receive a separate email with tracking information for each shipment.

Once your order ships and a tracking number is assigned, HISEA will automatically send a shipping confirmation email to the email address you provided at checkout. If you do not see it in your inbox, please check your spam or junk folder. To make sure you receive our emails promptly, add [email protected] to your contacts.

Delivery Address

Please make sure your delivery address is correct and complete. We currently do not ship to P.O. Boxes, and we currently ship orders within the USA only.

Once your order has been prepared for shipment or has shipped, we are unable to change the shipping address.

If a package is returned to us due to an incorrect or incomplete address provided by you, we will contact you promptly to correct the address. The package will then be re-shipped, and additional shipping fees will apply.

Please provide a daytime phone number for all orders.

Return Policy

For guest customers, we offer free returns within 30 days of delivery. If you are a registered HISEA Member, this return period is extended to 45 days.

To request a return, please email us at  [email protected] with your order number and the reason for the return. We will review your return request.

Once your return request is approved, we will provide instructions for sending the item back to our return address. It usually takes around 3–5 business days to review your request and respond. Once the return is confirmed, we will email you the result and process your refund within 5 business days.

For all return requests, we will first determine whether the issue is related to the product. If the issue is caused by a product defect, we will take responsibility and provide a replacement instead of requiring you to return the item.

Refund Policy

We will respond to all refund requests within 3–5 days. We will first confirm whether you need to return the item and provide you with the next steps.

If the item needs to be returned, please refer to the Return Policy section for instructions on how to proceed.

If the item does not need to be returned, we will confirm whether your request meets the applicable conditions for a refund. If the request meets the applicable conditions, we will issue your refund within 3 business days.

Refunds are available under the following conditions:

Due to a product issue, your return request has been approved, but the requested item is currently out of stock.

Due to a product issue or other unforeseen circumstances, the product is not as described and you do not wish to keep it.

You canceled your order before it was shipped.

Refunds are not available under the following conditions:

Items with a sale tag.

Items with a final sale tag.

Items fully paid for with reward points.