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    Help Center and FAQs

    Customer Service FAQs

    Ordering

    Shipping

    How long will it take for me to receive my package?

    Please allow 3-5 business days for your order processing. 

    Depending on the country, it may take from 7 to 22 business days to receive your product.

    To find your order status, you can track your package on our website.

    Do you ship internationally?

    Yes. We use e-packet to deliver your order worldwide!

    Is shipping free?

    No, your shipping costs will be displayed at checkout. Shipping costs vary by destination.

    Will I receive a shipping Confirmation email?

    Yes, domestic orders will receive a shipping confirmation email. Once an order ships a confirmation email will be sent containing a tracking number and link for the tracking history. You can find your tracking number and track your package here. Your tracking number will be listed under "Product" after your shipping details.

    Why am I experiencing shipping delays?

    If you didn't do the following, you could be experiencing shipping delays:

    1. Verify your shipping address at checkout. (Please not that your billing address can be different from your shipping address.
    2. Include your apartment number or suite number on the second line of your shipping address.
    3. Verify you have entered your email address correctly, so that we can reach out just in case.

    Always make sure to do these three things when ordering so we can make your experience as seamless as possible!

    If you're wondering where your package is, you can find your tracking number and track your package here.

      Returns & Exchanges

      Can i return my product?

      We will replace all defective products and with a new item for up to 60 days after initial purchase. We do not accept used, damaged, worn products for return.

      What if i got my Size wrong?

      We will assist and exchange your product if you chose the wrong size. We will accept products for exchange if all the labels are still attached and product has original packaging, wasn't worn, washed or damaged.

      Chat with Us

      Please follow the link to chat with us.

      Refund & Exchange Policy

      Return Policy

      You may return new, unopened items sold and fulfilled by Hot+Sandy within 30 days of purchase. 


      Return Policy 

      You should expect to receive your refund within 5 weeks  of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. This time period includes: the transit time for us to receive your return from the shipper (5 to 10 business days domestic; 10-20 days international), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item.

       

      Receiving your Refund

      We'll process a refund after we receive and process your return.

      For items directed to our Returns Center, expect your refund within 5 weeks of giving your package to the return shipper (though in many cases you'll receive the refund sooner).

      This time period includes:

      • 5 to 10 business days for us to receive your return from the shipper (domestic)
      • 10 to 20 business days for us to receive your return from the shipper (internationally)
      • 3 to 5 business days for us to process your return
      • The time it takes your bank to process our refund request

      We'll notify you via e-mail of your refund once we've received and processed the returned item.

       

      Exchanges

      If you received a faulty or incomplete item and need to exchange it for the same item, email us to request a replacement.

      If you would like to exchange an item for a different one, please return the original (you will be refunded your original purchase price once we receive the item) and place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order.

      Please note that it takes us 3 to 5 business days to process returns once they arrive at our Returns Center.

      International Orders

      Customs & Duties

      International Buyers- Please note:

      Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying. We apologize for the inconvenience that this may bring. 

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