Need help?
We’ll be more than happy to help you if you have any questions. Please contact us by phone, email at customerservice@hitenausa.com, MESSAGE under ACCOUNT menu or CONTACT US form if you find your questions not answered below.
Orders
Q. Do I have to set up an account to purchase?
You can check out as guest without setting an account but we encourage you to register because you can check out faster, save multiple shipping addresses, access your order history, track new orders, save items to your wish list and easily manage return and refunds. All the information you provided is protected and secure.
Q. Can I cancel or change order?
You can cancel or change order before the fulfillment. You can check your order status at ORDER tab under ACCOUNT menu. To cancel or change orders, you need to contact us by
- Sending an email to Customers Service at customerservice@hitenausa.com or
- Sending us a message at MESSAGE tab under ACCOUNT menu or
- Contact us through CONTACT US menu on homepage footer
Shipping
Q. Do you ship to international address?
Yes, we ship international but Japan and Korea is excluded. International shipping charge is $17.99 flat for all countries as of Jan 1, 2023.
Q. What payment method do you accept?
We accept Visa, Master, American Express, Discover and Paypal.
Q. What is shipping charge?
We charge $4.49 flat for any domestic delivery order you place. For orders $25 or above, shipping is free.
Q. Who is your shipping carrier?
We use USPS, UPS, Fedex and DHL.
Q. How long will it take for my orders to be delivered?
Orders shipped to contiguous 48 States will arrive normally within 3~7 business days. Orders shipped to a PO Box or Rural Route will arrive usually in 7-10 business days. Orders to an APO/FPO/DPO address will arrive in 3-5 weeks.
Q. Where is my stuff?
We always send out tracking information when item is shipped. You will be automatically connected to carrier’s or shipment management company’s corresponding site to check your item’s where-about.
Return and Refund
Q. How many days do I have before return?
You have 30 days after delivery before you return the delivered items.
Q. How can I return?
For return or refund, please contact us by
- Sending an email to Customers Service at customerservice@hitenausa.com or
- Sending us a message at MESSAGE tab under ACCOUNT menu or
- Contact us through CONTACT US menu on homepage footer
We'll issue RMA. Once authorized, you'll see return processing at RETURN tab under ACCOUNT menu. For more details, please see SHIPPING, RETURN & REFUND under CUSTOMER SERVICE menu on the footer.
Gift Certificate
Q. Is there any preset Gift Certificate amounts?
No. You can buy any amount of Gift Certificates from $10 up to $1,000 as you desire. You just put in the amount you want to purchase.
Q. Gift Certificate is refundable?
Please note that Gift Certificate sale is final and non-refundable.
Q. Gift Certificate is transferable?
Gift Certificate is issued by email with redemption code – no physical card will be delivered. Card is transferable but you are responsible to keep the redemption code safely because anybody who has redemption code can redeem it.
Q. Is there any expiry date for the Gift Certificate?
There is no expiry date for the Gift Certificate you purchase from our site. You can redeem it any time.
Q. Where can I check Gift Certificate balance?
You can check it at GIFT CERTIFICATE BALANCE tab at GIFT CERTIFICATE menu.
Q Gift Certificate is redeemable at other merchants?
Your Gift Certificate is redeemable only at our website.
Q. How can I redeem Gift Certificate?
To redeem a gift certificate at our website, follow the simple steps below.
- You need your unique Gift Certificate code, which is part of the Gift Certificate that was emailed to you as an attachment. It will look something like Z50-Y6K-COS-402.
- Browse the store and add items to your cart as you normally would.
- Click the VIEW CART link to view the contents of your shopping cart.
- Type your gift certificate code in to the GIFT CERTIFICATE box and click PROCEED TO CHECKOUT.
Others
Q. Your line is busy.
At times when our line is busy and you are put on hold, we are most likely helping other customers. In such cases, we recommend you to send us an email. Our reply time is very reasonable and you can expect it within a couple of hours at business hours though we usually reply in very quick manner.
Q. You have errors or typo on your website.
While we make every effort to keep our website updated and in line with latest information, sometimes there might be errors or typo. We would much appreciate if you let us know by any means. We reserve our right not to be held accountable for human errors on the website including errorneously posted prices.
Q. How can I contact you for special inquiry?
Bulk, wholesale, distribution, retails inquiries, please contact our sales department at 888-448-3627 or send an email to customerservice@hitenausa.com.
