Return Policy

We want you to be happy with what you ordered. If something isn't right, here's how it works.

If an order is returned to us due to “No Such Address,” “Insufficient Address,” an incorrect address, or another address-related delivery issue, the original shipping charges are non-refundable.

For orders that received free shipping, a $7.99 return shipping/handling fee will be deducted from the refund.

Lost/Stolen Packages:

Once a package is marked as delivered by the shipping carrier, and proof of delivery is available—such as a delivery photo, GPS or geo-scan confirmation, or a carrier delivery scan—the package will be considered successfully delivered to the address provided at checkout.

We understand how frustrating it can be when a package cannot be located after it has been marked as delivered. However, once the carrier has confirmed delivery, we are unable to issue a refund or replacement for packages that are subsequently lost or stolen, including incidents of porch piracy.

If you are unable to locate a package marked as delivered, we recommend taking the following steps:

• Check the Delivery Area: Please check all entrances, side doors, porches, behind pillars or furniture, mailrooms, package lockers, building front desks, and with neighbors or household members. Carriers may sometimes leave packages in a secure or less visible location.
• Contact the Carrier: Contact the shipping carrier as soon as possible and ask them to verify the delivery location. Depending on the carrier, they may be able to provide additional information such as GPS coordinates, geo-scan data, delivery photos, or other delivery details.
• Report Suspected Theft: If the carrier confirms that the package was delivered correctly but you believe it was stolen, we recommend contacting your building management, property manager, or local authorities as appropriate.

For additional peace of mind, we strongly recommend purchasing shipping insurance or package protection at checkout, when available. Shipping protection can provide additional coverage against shipping-related risks such as loss, damage, and porch piracy, particularly if you have previously experienced package theft or delivery issues in your area.

Please make sure the shipping address provided at checkout is accurate and that the delivery location is secure. Purchasing shipping protection, when offered, is the best way to add an extra layer of protection to your order while it is in transit and after delivery.

Return window

You have [30] days from the delivery date to request a return. Items must be unused, in their original condition, and in their original packaging.

If it's our mistake, returns are free

We cover the full cost — no restocking fee, no shipping deducted — when the problem is on our end:

• You received the wrong item
• The item arrived damaged in transit
• The item is defective and doesn't work as intended
• The item was missing parts or accessories

"Defective" means the item doesn't function the way it's supposed to. Disliking the design, color, size, material, or finish of an item is not a defect — those returns are covered in the next section.

If you changed your mind

Change-of-mind returns are welcome, but they're handled differently. This includes returns because you didn't like the design, the item wasn't what you expected, you ordered the wrong item, or you no longer need it.

For these returns:

• A restocking fee of up to [20%] may apply, based on the condition of the returned item.
• We'll provide a prepaid return shipping label, but the cost of that label is deducted from your refund.
• Original shipping charges are not refunded if you paid for shipping at checkout.

Example: a $50 item with $8 shipping paid at checkout, returned for change of mind with a $9 return label and a 20% restocking fee, refunds $31.

Damaged or defective items

If your product arrives damaged, we'll take care of it — and we'll file the claim with the carrier on your behalf. To do that, we need photo documentation.

Please send at least 4 photos:

1. A photo showing the damage to the product
2. A second angle of the damage
3. A wide shot of the full product
4. A photo of the product next to its original shipping packaging — the box, envelope, or mailer it arrived in, with the shipping label visible

That last photo is the one carriers require. Without it, claims are routinely denied, which slows your refund down considerably. Please hold onto the packaging until your claim is resolved.

Send photos to info@shophippo.com with your order number in the subject line. Damage claims must be reported within [30] days of delivery.

Refunds

Once we receive and inspect your return, we'll process your refund to the original payment method within [5–7] business days. Your bank or card issuer may take additional time to post it.

Items we can't accept

[Placeholder — customize to your catalog. Common exclusions: opened consumables and food items, opened personal care or wellness products, clearance or final-sale items, items missing original packaging or parts.]

How to start a return

Contact us at info@shophippo.com with your order number and the reason for the return. We'll respond with next steps and, where applicable, a return label.

Marketplace orders

If you purchased through Amazon, Walmart, Target.com, or Wayfair, that marketplace's return policy applies to your order. Please start your return through the platform you ordered from.