Shipping + Returns

SHIPPING & PRODUCT FAQ:

We ship all items through USPS First Class Mail at a standard rate of $3.95. We ship out orders Monday - Friday, excluding all major holidays and dates that USPS is closed. Our standard processing time is 2-3 business days and standard ship time is 5-10 business days. *Please be aware of the major USPS delays happening across the country due to COVID-19 and visit their website for more information- www.usps.com*

Q: Do you offer Priority Shipping?

A: Yes, we do! Priority shipping is a flat rate of $10. Processing time is 1-2 business days and ship time is 3-4 business days. *Please be aware of the major USPS delays happening across the country due to COVID-19*

Q: What is processing time?

A:This is the time it takes to review, package, and deliver your order to USPS. It is the time period between when your order is placed and when it is initially scanned by USPS. The ship time begins at the time of the initial scan by USPS.

Q: What is Route Protection and do I have to purchase?

A: Route Protection is our claims services to help customers with any transit issues. You do not have to purchase Route, but we highly suggest adding it to your order to make sure your package is protected from theft, damages, and being lost. It is $.98 (this is subject to increase for any orders over $100) and is a two-step process to get quick help for any transit issues. 

If you do not wish to purchase, simply remove it from cart or turn the toggle off at check out. 

Q: I cannot receive USPS packages, what should I do?

A: If you do not receive USPS packages at your address, please send us an email to hello@headbandsofhope.com at the time you place the order and let us know! We can adjust the order to ship UPS or Fedex. 

Q: Do you offer free shipping?

A: Free shipping is an option for all domestic orders over $50! This does not apply when we are running major sales or promotions.

Q: I entered the wrong shipping or billing address, what do I do?

A: Please send an email with the correct shipping address as soon as possible to hello@headbandsofhope.com! If the order has already shipped, we are unable to correct the shipping address and are not responsible for the cost to reship the order.

*Billing addresses cannot be edited due to security reasons, but we will let you know if we have a billing issue with your order. 

Q: I wish to cancel or pause my subscription (monthly or quarterly), how do I do that?

A: Please email hello@headbandsofhope.com and we will take care of it for you!

Q: Do you ship internationally or to an APO/FPO address?

A: Yes, we do! International shipping cost may vary based on location. 
Canada shipping is a USPS flat rate of $18 and includes duty fees.
UK shipping is a USPS flat rate $25 . Australia shipping is a flat rate of $45 and ships UPS expedited mail (USPS is currently not shipping to Australia). 
*Headbands of Hope is not responsible for additional duty charges associated with your order. Please check with your local post office for rates or holds. 

Q: USPS has marked my package as delivered, but it was not delivered, what do I do?

A: This happens extremely often with USPS and some postage is marked as delivered when it is received at your local post office. We have a few steps to take before marking the package as lost. Please follow these steps:

  1. Confirm on your order or shipping confirmation that your shipping address is correct. If you no longer have these emails, please send an email to hello@headbandsofhope.com and we can help confirm your shipping address.
  2. Wait an additional 3 business days. This happens mostly with weekend deliveries, so please start that time frame on the following business day.
  3. See if there is an attempted delivery and reach out to your local USPS to initiate a redelivery. This can be completed online too! We are not responsible for setting up redelivery for items held at the post office. Please reach out to your local post office for their assistance.
  4. If possible, ask your neighbors or delivery driver. If you live in an apartment complex, please check with the front desk/concierge. Check around the delivery location (front porch, mail box, etc.)

If you have followed all these steps and 3 business days have passed, please reach out to us at hello@headbandsofhope.com and we will assist you further. We do not offer refunds for missing or lost mail, but are happy to help get the package to you as soon as possible. 

If you purchased Route protection, please report the claim as 'Stolen' through the Route App. The claim must be reported no earlier than 5 days from the delivery date and no later than 15 days after the delivery date to be approved. Orders over $100 USD will require a police report to be able to file the claim. 

Q: When is a package considered lost?

A: If your package shows zero scans for 7 business days, please contact us at hello@headbandsofhope.com or if you purchased Route Protection, please follow their claims process through the app. We will then send in a request to USPS Business Help to locate your package and follow up with you regarding your order. If it has not been 7 business days, please reach out to USPS for further information. Please report these claims no earlier than 7 business days and no later than 30 business days since the last update to be able to file a claim. 

Q: I received my item(s), but they are damaged/broken or incorrect, what do I do?

A: For incorrect or damaged items, please send a photo to hello@headbandsofhope.com. We will issue a replacement order or refund within 48 hours. Transit damages must be filed within 15 days of delivery date. Other damage claims only apply to orders within the last 60 days and are replaced at our discretion. We are not responsible for replacing items that do not fit/are not what you expected, please follow our return/exchange policy for further help. 

If you purchased Route Protection, please use the app to file your claim within 15 days of delivery date.

RETURN/EXCHANGE POLICY:

Q: I do not like my item, my item doesn’t fit, or my item is not what I expected, what do I do?

A: We want all our customers to love our products, so we are happy to accept returns for a refund or exchange of products within 30 days of the delivery date. In order to qualify for a refund or exchange, the item must be unworn, with tag attached and with original packaging. *We reserve the right to deny any returns that do not meet these requirements and the customer is responsible for the shipping cost of the returned item and the exchange shipment.

How to Return/Exchange:

- Please mail your items to:
Headbands of Hope
7498 Waterside Peak 
Denver, NC 28037

*If shipping UPS, please ship to 7498 Waterside Loop Rd

- Include in the package the following information:

  • Name on Order or Email Address Associated with Order
  • Order Number
  • Refund OR Exchange
  • *If Exchanging, please put the Shipping Address if it differs from the original order and the items you are wishing to exchange for. 
  1. Request a return label for a $3.50 fee deducted from your refund by emailing hello@headbandsofhope.com with the following information:
  • Name on Order or Email Address Associated with Order
  • Order Number
  • Refund OR Exchange
  • *If Exchanging, please put the Shipping Address if it differs from the original order and the items you are wishing to exchange for

Q: When will my refund or exchange be processed?

A: Once the item arrives at our warehouse, please allow 48 hours for the refund or exchange to be processed. We do not refund original shipping costs and $3.50 will be deducted from your refund if we provided a return label. You will receive an email confirmation of the refund or the order shipment information as soon as it is completed. Refunds may take approximately 5-7 business days to reflect on your bank statement. If the item returned was a gift, a Virtual Gift Card will be sent within 48 hours. 

Q: Do you offer Headbands of Hope store credit?

A: Sure! If you would like to receive store credit instead of a refund to your original payment, you can request so by emailing hello@headbandsofhope.com *store credit can only be issued if the order meets the return policy.

Q: I wish to make a donation, how do I do this?

A: We are very grateful for anyone that wishes to make a contribution. 100% of that contribution will go to the making and distribution of donation headbands. Please email hello@headbandsofhope.com with the amount you wish to donate ($25 increments), email address, and billing address. We will then send you an invoice via email to complete the donation process. For every $25 donated,10 headbands will be donated to a hospital. If you wish to mail a check, please mail the check to:

Headbands of Hope
7498 Waterside Loop Rd
Denver, NC 28037 

We are a for-profit charitable organization, so we are unable to provide a 501(c)3 tax write off. But all monetary donations will be used to donate additional headbands to children in the hospital.

 

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