TRACK YOUR ORDER
Frequently Asked Questions
SHIPPING
HOW MUCH IS THE SHIPPING?
We offer free worldwide shipping at this point in time. Please check below for more shipping options.
WHERE DO YOU SHIP FROM?
We fulfill orders from our warehouses in Nevada, U.S., Shenzhen, China, and Istanbul, Turkey, and are planning to open another warehouse in the UK.
WHICH COUNTRIES DO YOU SHIP TO?
We provide international shipping. However due to certain postal challenges, we won’t be able to deliver shipments to military areas and certain smaller countries.
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
Shipping to USA, Canada, United Kingdom, Australia, New Zealand, Singapore:Order processing: 1 - 3 Days
USA, Canada, United Kingdom, Australia, New Zealand, Singapore: 8 - 14 days
Insured Shipping & Handling: $4.95
Priority Shipping & Handling: $7.95
FREE Shipping: FREE
Note: Please note that these timelines are estimates, please allow longer delivery time during peak seasons such as Christmas, Black Friday, Cyber Monday, holidays, etc.
Shipping to Other Countries:
Order processing: 1 - 3 Days
Germany, Belgium, Netherlands, Austria, Switzerland, Sweden, France, Italy, Norway, Luxembourg, Hungary, Denmark, Poland: 8 - 14 days
Spain, Ireland, Bulgaria, Croatia, Czech Republic, Estonia, Finland, Latvia, Lithuania, Portugal, Romania, Slovakia, Slovenia, Greece, Mexico, Israel, Korea, Thailand, Malaysia, etc: 10 - 24 days
Insured Shipping & Handling: $9.95
Priority Shipping & Handling: $12.95
FREE Shipping: FREE
Note: Please note that these timelines are estimates, please allow longer delivery time during peak seasons such as Christmas, Black Friday, Cyber Monday, holidays, etc.
HOW CAN I TRACK MY ORDER?
Your orders are tracked via a tracking code.
We will send you the tracking code of your order(s) to the email you used when placing your orders. This email will also guide you on how to track your package. Please note that tracking information will be displayed 2-5 days after you’ve received your email notification purchase.
WHEN WILL MY TRACKING INFORMATION APPEAR?
You should notice tracking event updates within 48-72 hours after you have received your tracking code.
WHY CAN'T I TRACK MY ORDER?
Please note that your tracking information updates are displayed 2-5 days after receiving your tracking code.
For first time purchases, it may take us a few minutes to retrieve the tracking information from the carrier services. In the event that you can’t find information about your package, please try again later.
WHY IS MY SHIPMENT STATUS UNCHANGED?
Your shipment status remaining unchanged may be due to delays in shipment. Shipment delays could be due to e.g. weather incidents, customs or backlogs.
WHY DO I HAVE TO PAY AN EXTRA FEE TO SHIPPING COMPANIES FOR RECEIVING MY ORDER?
When your order is ready to ship, we send it to the respective shipping companies and the handling of your order will be fulfilled by them.
Depending on the individual shipping company's policy or customs procedure, you might be charged an extra fee for the final delivery or an imposed import tax. This is likely due to your shipping address being in a remote area. In this case, please kindly pay the carrier company the required fee to receive your order.
We often declare your orders as a gift below order value, so rest assured that these situations rarely happen.
PAYMENT
HOW CAN I PAY FOR MY ORDER?
All products are set in US Dollar, and our system will automatically convert your order’s currency to ease your process of placing an order. Do note that your payment is processed through the payment gateways Paypal and Stripe.
Paypal is used by companies such as eBay, Asos, Barnes & Nobles, Home Depot, Abercrombie & Fitch, and many more.
Stripe is used by companies such as Adidas, Under Armour, Target, Grabtaxi, Slack, and many more.
Note: Through payment gateways, your credit and debit card details will not be stored on our server ever.
WHICH CURRENCY ARE YOU USING?
Our products are set in US dollars, but our system will automatically convert the product pricings to your local’s currency for you!
ORDER
HOW TO PLACE AN ORDER?
First of all, choose the products that you love, then click "Buy Now" and "Proceed to Checkout". Then fill in your information and pay. That's it, it’s really easy!
HOW CAN I MODIFY MY ORDER?
If you would like to request a change in anything in your order, please contact us via email to support@hee-boo.com within 12 hours after placing your order.
WHAT IF I RECEIVED A DEFECTIVE/DAMAGED ITEM?
We strive to deliver the best quality product to customers. However, there are possible factors that may negatively affect the quality - often during the shipping process where products may be damaged while in transit. Please read our Refund Policy for more information.
WHAT IF THE TRACKING INFORMATION OF MY ORDER SHOWS "RETURNED TO SENDER"?
Step 1: Contact your nearest post office and provide them your ID card or tracking code for an update of your shipment status.
Step 2: If you’re not able to find anything, contact our Customer Service department by sending an email to support@hee-boo.com and provide us with your shipping address.
Step 3: If the address you provided in the email matches your shipping address in our system, we’ll be more than happy to send you a replacement or refund you 50%. Please be informed that these 2 options are our final solution for your request.
In the situation where your order wasn’t successfully delivered as you may have filled in the wrong address, and thus we are unable to deliver your packet. In such a situation, we would require for you to pay some extra fees for sending you a replacement. This would be the only option in such situations.
WHAT SHOULD I DO IF I PROVIDED YOU A WRONG SHIPPING ADDRESS?
In the event where you’ve provided an incorrect shipping address, you should contact us immediately by sending an email to support@hee-boo.com and provide us with your correct address. Our team will then proceed to check whether we’re able change your order’s destination for you.
If your order has been shipped out, we are really sorry but we are no longer able to change your destination for you nor send you another packet without any additional fee.
TRACKING SHOWS "RETURNED TO SENDER", WHAT SHOULD I DO?
There are 2 common reasons that your packet has been returned: either your shipping address is incorrect/insufficiently filled, or you are absent at the time the packet was attempted for delivery.
In the event that your shipping address was incorrectly filled, unfortunately we won’t be held responsible since your order was shipped out to the address that you provided us and the misinformation was not made on our end.
Otherwise, we are willing to send you a replacement. If the second attempted delivery isn’t able to reach you, we’re sorry to inform you that we would no longer be able to help you out with this.
FREE GIFT
TERMS & CONDITIONS
During the event, only selected products are eligible for the free gift. The gift is decided by LuxeBiking and it cannot be exchanged for cash.
Our 30 day money-back guarantee does not apply for the free gift. If the selected product is removed from the cart prior checkout, the free gift will be voided and the order will be canceled.
In case you wish to return the order, the free gift is not eligible for return and it's value will be deducted from the refund.