Frequently Asked Questions
SHIPPING AND TRACKING
HOW DO I KNOW IF MY PACKAGE HAS SHIPPED?
Once you place an order, you will receive an automatic confirmation email and you will receive another email with shipping information as soon as your order is dispatched. Please note that the shipping confirmation email does not necessarily mean that the package has left our distribution center. You will be provided a tracking link with the tracking information for your order.
Sometimes items are sent in separate packages, you will be provided with the tracking numbers for each package, as they are dispatched.
Please allow 24-48 hours from the time you place your order for its status to update.
WHICH COUNTRY DO YOU SHIP TO?
We offer international shipping for most of our orders (unless specified on the product page) so it's very likely we can ship to your country.
*Sometimes, due to international situations/events out of our control the shipping could take more or less time. We apologize for any delay that may occur. We kindly ask to allow up to 60 days for packages to arrive to allow for possible customs processing delays.
In some instances, delivery may be delayed depending on your country's customs. HIIT gear is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.
CAN I CHANGE MY SHIPPING ADDRESS AFTER I PLACE MY ORDER?
For a change of shipping address after your order has been placed, please let us know ASAP so we can make the change. We cannot guarantee that the address will be updated in time before your item is shipped so please give us the information as soon as possible. We will do our best to accommodate you.
WHY HAVE I NOT RECEIVED ANY ORDER CONFIRMATION DETAILS?
Most times this is because our customers have accidentally entered their email information incorrectly. Throughout the process, we send 2-3 emails, including order confirmation and shipping notice.
If you believe you may have entered your email incorrectly please contact us and we will fix it for you.
HOW CAN I TRACK MY ORDER?
All normal shipping can be tracked at https://www.17track.net/en For items that are shipped express they can be tracked on: https://www.dhl.com or https://www.fedex.com.
I ONLY RECEIVED PART OF MY ORDER?
Different items can come from different warehouses and in separate packages, so you might receive more than one package if you ordered several items. Please verify your email as we provide different shipping confirmation for items leaving separately.
MY TRACKING SAYS IT WAS DELIVERED BUT I DID NOT RECEIVE IT?
We understand how important your order is! We provide our customers with the option to track their package via the shipping confirmation e-mail. If the tracking information states that your items have been delivered but you have not received it, kindly ask your local post office first and your immediate neighboring case the package was received by mistake or on your behalf. The package may also have been left with property managers or an apartment office.
If you are still unable to locate your package, please contact the shipping carrier to discuss the issue and file a claim with them. Once a file has been submitted, provide us with the claim number and we will work towards a resolution with you.
MODIFICATION AND CANCELLATION
HOW CAN I MODIFY/CANCEL MY ORDER?
If you just passed your order, contact us right away. Once you pass your order, our automated dispatch system ship order every 24h and we can NOT guarantee that your order will be canceled if it has already been shipped. We will try our best to locate your order and make the modification/cancellation. Once you pass your order, our automated dispatch system ship order every 24h.
HOW DO I CHANGE MY ADDRESS?
If the address provided is incorrect contact us as soon as possible. Unfortunately, we NOT guarantee that this modification can be made within in any certain time frame but we will do our best to locate your order and make the address change. If your package is already shipped or processed by warehouse any address changes can possibly be made by you directly with the shipping carrier. Our customer service team will be there to provide you with the carriers contact information you need.
PAYMENTS AND DISCOUNTS
WHAT PAYMENT METHODS DO YOU ACCEPT?
You can pay directly on our website with any major credit card or PayPal.
I FORGOT TO USE MY DISCOUNT CODE?
Please contact one of our customer service associate and we will help you apply the discount to your current or a future purchase.