Shipping policy

Hisoo is dedicated to delivering your orders quickly and securely. We work with trusted global shipping partners to ensure your products arrive in perfect condition. By placing an order with Hisoo, you acknowledge and accept the terms outlined below.

1. Order Processing

Processing Time: All orders are processed within 1–2 business days, excluding weekends and holidays.

Proof of Shipment: Once your order is dispatched, a tracking number will be sent to your email. This tracking information serves as official confirmation that the order is in transit and the shipment has been executed.

2. International Shipping & Customs

We ship worldwide to bring relief to customers everywhere.

Customs & Duties: International delivery times vary by destination and local customs processing. Any customs duties, taxes, or import fees imposed by local authorities are the sole responsibility of the recipient.

Non-Refundable Issues: Delays, inspections, or refused packages due to customs fees do not qualify for refunds, returns, or chargebacks.

3. Missing, Damaged, or Not Received

We take great care in packaging, but we understand issues can happen during transit.

Damaged Items: Claims for damaged products must be reported to support@hisoo.live within 30 days of delivery with supporting documentation, including clear photos or videos.

Packaging Note: Minor damage to the external packaging during transit does not qualify for a replacement or refund if the product itself is intact and functional.

Delivered Status: If tracking shows your order as “Delivered,” responsibility for the package transfers to the recipient. Hisoo is not liable for lost or stolen packages once marked as delivered.

Time Limit for Claims: Customers must file a claim with the carrier and provide proof of loss. All claims for non-receipt of packages marked as “Delivered” must be reported to Hisoo within 7 days of the delivery date to be eligible for review.

4. Shipping Address Accuracy

Customers are responsible for providing a correct and complete shipping address. Hisoo is not responsible for orders delivered to an incorrect address provided by the customer or for packages returned to us due to being undeliverable.

5. Delivery Time

Delivery times vary depending on the shipping destination.

United States: 6–14 business days
Europe: 6–14 business days
Australia / New Zealand: 6–14 business days
Canada: 6–15 business days
Singapore: 8–11 business days
Japan: 8–14 business days

Please note that these delivery times are estimates and may vary depending on factors such as local postal conditions, customs processing, holidays, or other circumstances beyond our control.

Orders are typically processed within 1–3 business days before shipment.

6. Policy Acceptance

By completing your purchase from Hisoo, you agree to all shipping terms and conditions stated above.

Hisoo reserves the right to update this policy at any time to comply with carrier regulations, operational requirements, or applicable international trade laws.