FAQs

HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order they are received, and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Once an order is placed, our warehouse personnel can promptly pack and ship your order within a 24-hour timeframe, hence it may not always be feasible to accommodate requests for address changes. Should you observe any inaccuracies, kindly send us an email promptly including your name and order number, so that we may attempt to rectify any errors in your package before it is sent out. Although there is no assurance of our success, particularly after it departs from our warehouse, we will make every effort to ensure its fulfillment.

HOW LONG IS THE PROCESSING PERIOD?

Order processing times are between 1~3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 3 business days following the day you placed your order.

GENERAL SHIPPING INFORMATION:

Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~2 business days after your order is placed, and you will receive an email with the tracking number soon after. E-Packet is our primary carrier for U.S customers and for customers in countries/regions such as Canada, Europe, UK, Australia, New Zealand etc. Depending on where you live, packages are delivered within 5~20 days from the date of shipment.

WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.

OUT OF STOCK/BACKORDERED ITEMS:

In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.

ADDRESS CHANGES:

In the event that you observe an error, kindly notify our warehouse personnel by emailing us promptly with your name and order number. This will enable us to attempt to intercept your package before it leaves. Changes cannot be guaranteed, particularly once the product departs our warehouse, but we will make every effort to do so.

I RECEIVED A DAMAGED ITEM, WHAT DO I DO?

We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.

WHY ISN'T MY TRACKING NUMBER WORKING?

Typically, tracking numbers are only effective for domestic orders, since international postal systems do not update the package's location in our carriers' systems. International shipping typically requires a time frame of 2-4 weeks, allowing you to approximate the duration from the moment your shipments are dispatched until you receive them. Should your order be within the country and the tracking number proves ineffective, kindly inform us to ensure the accurate shipment of your items. 

WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?

If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days prior to the delivery of your order so make sure to contact us within that time frame. To get a hold of us to assist you please either use the Contact Us tab or email us at support@haleve.com

Do you still have a question? Send us an email via support@haleve.com and we'll get back to you within 24 hours guaranteed.