Where do you ship?
We ship worldwide. However, we are not responsible for any taxes or duties which may be charged at the receiving end.
We cannot pay shipping costs for any returns from overseas. These must be paid by you.
I paid for 2-day shipping, why hasn’t my item shipped yet?
The 2-day shipping is provided by UPS. We aim to pick and pack all orders within 24 hours of your order being placed however it is not always possible during high volume times of the year. 2-day shipping means, your order should be delivered two days from the day the order shipped, not 2 days from when the order was placed.
Sometimes circumstances occur with shipments that are out of our control. We are not responsible for shipping issues once it is passed to UPS.
Why can’t I select ground shipping?
As a protection for you and us, we only use priority or priority express shipping because it provides us and you with tracking information.
I’m visiting from abroad, can you ship to my vacation destination?
We will ship to anywhere however, once the item is delivered we are not responsible and we do not accept any liability. Customers ordering and using a hotel for a delivery address accept the risk that once items are delivered they may become lost by the hotel. HFS cannot take any responsibility for any problems that occur when asking for this type of delivery. We will refund, subject to the above, if the product is returned at the customer’s expense.
We are also not responsible if you provide us with the wrong shipping address. If the item is returned to us, you will need to pay the shipping for the item to be returned to you.
I ordered from Canada and I have been charged a broker fee, why?
Unfortunately, this is completely out of our control. This is controlled by Canadian customs and the shipping company. We have no input whatsoever and cannot offer any refund for this. Some shipping companies offer brokerage services which will be a lot cheaper than when an items has shipped.
We recommend you speak to a local shipping company and ask for guidance on the best way to ship from the US to Canada to avoid increased brokerage fees.
Canadian customs mandates certain fees due to their internal customs regulations whenever another party is clearing on behalf of the receiver directly. FedEx and UPS both have similar fees when they advance the payment of duties and taxes directly to Canada Border Services Agency on the client’s behalf. These are considered part of the duties and taxes fees that are billed directly to the consignee.
For example we have seen clients charged by Canadian customs a $16 customs fee. Broken down as $11.00 processing fee and a $5 transaction fee + tax (VAT). This is a customary fee that Canadian customs charges and this figure can vary. The minimums are ($11+$5) or 2.5% of the duty and taxes, whichever is greater.
We don’t see this for all shipments so the inconsistency with Canada makes it difficult to explain to repeat clients that are billed on one shipment this fee and not on another.
What is your returns policy?
Returns are accepted on unused, unworn, in original box and in perfect condition items if something didn’t work out for you, within 30 days. Customers will not be refunded the cost of shipping they paid, nor the cost of the return shipping if the return is not the fault of HFS. For example, ordering the wrong size or simply don’t like the product. Customers are advised to carefully review the sizing information supplied on the webpages to ensure you order the correct size. HFS will use official adidas conversion charts and not those of anywhere else.
The shoes/stick I ordered didn’t work out, how do I return them?
You can return them to:
What is the warranty period on my order?
The warranty period is 6 months from date of purchase and is for manufacturing defects. Please send pictures of the product and your order number to firstname.lastname@example.org so we can assess if the product meets the warranty guidelines.
Do you have a store?
We are located in sunny San Diego, California. We do not have a retail store, however, we do allow pre-arranged appointments at our warehouse. Please contact us at email@example.com to see if we can arrange a time.