Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
HOW CAN I CONTACT YOU?
A live chat is available 24/7 on the website or you can email us at support@Hpguagua.com
HOW MUCH DOES SHIPPING COST?
We offer expedited shipping for a flat rate of 7.99€ or standard shipping for 4.99€ per order. If the total amount of your order exceeds 45 EUR, shipping is free.
WHICH PAYMENT METHODS does Hpguagua.com ACCEPT?
We currently accept payments via credit card and Paypal. Would you prefer to pay in another way? We are happy to help you!
Please contact us directly at support@Hpguagua.com to arrange this.
IS BUYING ONLINE AT support@Hpguagua.com SAFE?
Of course!!! We use GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures the secure transmission of your personal information over the Internet. We do not store any credit card information or share your personal information with third parties.
If you still have any doubts about placing your order, please contact us at support@Hpguagua.com. We will then contact you about an alternative way to place your order!
HOW CAN I CHANGE OR CANCEL MY ORDER?
If you wish to make changes to your order, please contact us at support@Hpguagua.com within 8 hours of placing your order. We cannot make changes after this time period.
What if I am not at home?
If you are not home, your order will be redelivered the next day or the delivery partner will contact you to schedule a new delivery date, depending on the country and shipping method you selected.
You may also need to go to your local post office to pick up your package if it cannot be delivered.
HOW CAN I TRACK MY ORDER?
Once your order has shipped, we will send you an email with your tracking number. If you have not received this email, please contact support@Hpguagua.com
WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?
A pre-order item is an item you order before it arrives at our warehouse. You may cancel your order until it is processed. To cancel, please email us at support@Hpguagua.com
I ORDERED AN AVAILABLE PRE-ORDER KIT. WILL THEY BE SHIPPED SEPARATELY?
We will ship your order as soon as all items are in stock. If you would like to receive the available item before pre-ordering, please email us at support@Hpguagua.com
WHAT IS YOUR RETURN POLICY?
We offer a hassle-free 14-day return policy
The item must be in original condition, with the return label and hygiene seal intact. You are not allowed to wear, wash or alter the item in any way.
Unfortunately, we cannot accept returns that do not meet the above requirements.
Hpguagua.com offers a full refund (item price excluding original shipping charges).
All returns can be shipped to our return warehouse in the United States.
HOW DO I REQUEST A REFUND?
Requesting a refund has never been easier!
We offer a 14-day hassle-free return policy. To initiate a return, simply email us at support@Hpguagua.com using the email address you used to process your order. This can be done within 14 days of receiving your order.
Please note that we cannot refund the original shipping cost of returned items, with the exception of defective items. We also cannot refund the return shipping costs.
Once we receive the items, we will send you new parts or refund the purchase price (item price excluding original shipping costs).
We are not responsible for the loss of returned clothing. We recommend that you use a registered delivery service to return goods and keep your tracking information safe.
WHAT IF THE ITEM I RECEIVED IS DAMAGED OR DEFECTIVE?
We make every effort to ensure that all items sold are of the highest quality. However, if you are concerned about a defective or damaged product, please email support@Hpguagua.com so we can investigate as soon as possible!
We appreciate your patience and understanding as we work through this together.
Thank you so much for your support!
*Please note that business days do not include weekends and holidays such as New Year's Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, July 4, Labor Day, Thanksgiving and Christmas.