Shipping Policy
Last updated: August 5, 2026
HHOLOVE determines the available shipping method, shipping charges, and estimated delivery time based on your delivery address, product availability, number of packages, warehouse location, and carrier service coverage.
The delivery methods, shipping charges, and applicable surcharges shown at checkout apply to your order. Remote areas, islands, overseas territories, and destinations requiring special customs clearance may be unavailable for standard delivery or may require additional shipping and customs fees. Final delivery availability is subject to carrier review and confirmation.
Order Processing and Estimated Delivery Times
Order Processing
After payment is confirmed, we usually process and dispatch orders within 1–2 business days.
Our warehouses do not process orders on weekends or local public holidays. During public holidays, major promotions, and peak order periods, the total estimated delivery time may be extended by approximately 3 business days.
Once your order has shipped, we will send a shipping confirmation email with your tracking number.
Estimated Delivery Times
The following estimates are calculated from payment confirmation and include normal order-processing time:
| Destination | Estimated standard delivery time |
|---|---|
| United States | 5–8 business days |
| Europe | 5–8 business days |
| Japan | 3–7 business days |
| Canada | 5–8 business days |
These are estimates only and are not guaranteed delivery dates. Actual delivery times may vary based on the delivery address, inventory, warehouse location, package size, carrier arrangements, and local delivery conditions. Remote areas, islands, destinations requiring special customs clearance, and locations with limited carrier service may require additional time.
Weather, transportation disruptions, customs inspections, strikes, public-health events, natural disasters, and other events beyond our reasonable control may also delay order processing or delivery.
United States
Shipping Charges
Enjoy free standard shipping on orders of US$39 or more after discounts.
For orders below the free-shipping threshold, the applicable shipping charge is shown at checkout.
Delivery Restrictions
We currently do not ship to:
- Hawaii and other island areas;
- U.S. overseas territories; or
- remote or non-serviceable areas identified by the carrier.
Restricted destinations include, but are not limited to, Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, and the Northern Mariana Islands. If you are unsure whether your address is serviceable, please contact HHOLOVE Customer Service before placing an order.
Europe
Shipping Charges
Enjoy free standard shipping on orders of €50 or more after discounts.
For orders below the free-shipping threshold, the applicable shipping charge is shown at checkout.
Special Customs-Clearance Destinations
We provide standard delivery to eligible mainland European addresses. The following countries and regions are not currently eligible for standard direct-to-consumer delivery due to carrier restrictions, customs-clearance requirements, or other service limitations:
- Norway
- United Kingdom
- Bulgaria
- Morocco
- Switzerland
- Liechtenstein
- Spanish islands and special territories
If you need delivery to one of these destinations, we may be able to arrange a special shipment. Depending on your checkout currency, an additional €60 or US$75 customs-clearance and handling fee applies per order. This charge will appear at checkout or on the payment invoice.
Whether a special shipment can be arranged, and the final charge, are subject to carrier review. If you are unsure whether delivery is available, please contact HHOLOVE Customer Service before placing your order.
Postal-Code Ranges Not Eligible for Standard Delivery
| Country or region | Non-serviceable postal-code ranges |
|---|---|
| French overseas territories | 97000–97999, 98000–98999, 99000–99999 |
| Guadeloupe | 97100–97190 |
| Réunion | 97400–97490 |
| Balearic Islands, Spain | 07000–07999 |
| Canary Islands, Spain | 35000–35999, 38000–38999 |
| Ceuta, Spain | 51000–51999 |
| Melilla, Spain | 52000–52999 |
Japan
Shipping Charges
Enjoy free standard shipping on orders of ¥2,000 or more after discounts. Additional surcharges may apply to deliveries to Hokkaido, Okinawa, remote islands, and certain special-service areas.
For orders below ¥2,000 after discounts, a ¥799 standard shipping charge applies per order.
Hokkaido, Okinawa, and Remote-Island Surcharges
In addition to the standard shipping charge, deliveries to Hokkaido, Okinawa, and other remote-island or special-service areas may incur a special surcharge based on the number of packages:
| Destination | Special surcharge |
|---|---|
| Hokkaido | ¥299 per package |
| Okinawa | ¥1,199 per package |
| Other remote islands and certain special areas | Additional charges may apply |
Important Notes for Japan
- Special surcharges may still apply to deliveries to Hokkaido, Okinawa, other remote islands, or special-service areas even when the order qualifies for free shipping.
- If an order is split into multiple packages, special surcharges for Hokkaido, Okinawa, other remote islands, or special-service areas are calculated for each package.
- For other standard delivery areas in Japan, an order split into multiple packages will not incur repeated standard shipping charges solely because of the split shipment.
- Some products or special categories may incur additional shipping, handling, or other service fees.
- Other remote islands and carrier-designated special areas may incur additional charges beyond those listed above.
- Final shipping charges and surcharges are shown at checkout or communicated by Customer Service.
Canada
Shipping Charges
Enjoy free standard shipping on orders of CA$50 or more after discounts.
For orders below the free-shipping threshold, the applicable shipping charge is shown at checkout.
Delivery Restrictions
We currently do not ship to Super Remote areas identified by UPS or other carriers.
The following postal codes are not serviceable:
- Postal codes beginning with X0A, including X0A 0A0; and
- X0G 0A1.
Whether other remote locations can be served is subject to carrier review.
Order Tracking
Once your order ships, we will email you a shipping confirmation and tracking number. If your order is split into multiple packages, each package may have a separate tracking number and may arrive on different dates.
Carrier tracking systems may take time to synchronize after a tracking number is created. A temporary lack of tracking updates does not necessarily mean that the package has not shipped.
If tracking has not updated for more than 3 business days, please contact the carrier first. If the carrier cannot resolve the issue, contact us through Live Chat in the HHOLOVE App or at service@hholove.com.
Pre-order and Delayed-Shipping Products
Pre-order products, crowdfunding products, out-of-stock products, and products that clearly state a delayed shipping date are not subject to the standard order-processing and estimated-delivery times for in-stock products.
The estimated shipping date for these products is based on the product page, order confirmation email, crowdfunding or pre-order updates, and other official notices issued by HHOLOVE. Dates shown on a pre-order page are estimates and may change due to production progress, quality inspection, warehouse intake, customs, transport capacity, or other operational factors.
If the estimated shipping date changes materially, we will notify affected customers by email, project update, or another appropriate method.
Orders Containing Both In-stock and Pre-order Products
If an order contains both in-stock and pre-order products, we may ship the items separately or ship them together after all items are available, depending on inventory, warehouse, and delivery conditions. The actual shipping arrangement is determined by the product-page information, order status, and warehouse processing results.
Split Shipments
Orders may be split into multiple packages when items are held in different warehouses, have different availability dates, or must be shipped separately because of package size or carrier restrictions. Packages may ship from different warehouses, use different carriers, have different tracking numbers, and arrive on different dates.
Except for surcharges expressly stated in this policy for remote areas, islands, special customs-clearance destinations, or package-based charges, we will not charge repeated standard shipping fees solely because HHOLOVE splits an order due to warehouse or inventory arrangements. Special carrier and package-based surcharges may apply to Hokkaido, Okinawa, other remote islands, remote areas, and special-service destinations.
Address Accuracy and Changes
Please verify that the recipient name, phone number, country or region, state/province, city, postal code, street address, unit or apartment number, and any company, access, or delivery information are complete and accurate before placing your order.
Once an order is submitted, the delivery address is treated as the delivery address confirmed by the customer. If you need to change it, please contact us through Live Chat in the HHOLOVE App or service@hholove.com as soon as possible, with your order number and correct address.
We will make reasonable efforts to assist, but cannot guarantee a change once an order has entered picking, packing, label creation, or shipment. After a tracking number is created, you may also need to contact the carrier directly to request an address correction or reroute. Carrier rules and approval apply.
Additional charges may apply if a delivery issue is caused by incorrect, incomplete, or missing address information, an unreachable phone number, or an address-change request submitted after the order has been placed.
These charges may include address-correction, rerouting, redelivery, return-shipping, storage, customs, and other carrier fees.
If a package has already been delivered to the address provided with the order, any subsequent handling will follow the carrier's investigation and HHOLOVE's applicable after-sales policy.
Failed Delivery and Returned Packages
A carrier may hold a package at a local delivery facility or pickup point, or return it to the shipping warehouse, if delivery cannot be completed because of an incorrect, incomplete, or unrecognizable address; invalid contact information; repeated unsuccessful delivery attempts; failure to collect the package within the carrier's holding period; refusal of delivery; failure to complete local identity-verification, customs-clearance, or payment requirements; access restrictions; or a carrier determination that the address is not serviceable.
If tracking shows “delivery failed,” “awaiting pickup,” or a similar status, please contact the carrier promptly to avoid return after the holding period expires.
Reshipment
If a package is returned to our warehouse and the returned product is eligible for reshipment, we may assist with reshipment subject to inventory and delivery conditions. For reshipment caused by an incorrect address, failure to collect, refusal of delivery, or another customer-related reason, shipping, return, customs, and other actual costs may be charged to the customer.
Cancellation and Refunds
If a package is returned because of a customer-related reason and the customer no longer wants reshipment, we will process the refund after receiving and inspecting the returned product. To the extent permitted by applicable law, the refund may be reduced by the original shipping charge, return-shipping charge, address-correction or rerouting charge, customs and storage charges, and other reasonable carrier charges actually incurred.
If failed delivery results from an HHOLOVE shipping error, transit damage, or a carrier-confirmed exception, we will assist with reshipment, replacement, or refund as appropriate after review.
Lost Packages and Delivery Exceptions
Tracking Has Not Updated
If tracking has not updated for an extended period, please check the carrier tracking page and contact the carrier first. If the carrier cannot resolve the issue, contact HHOLOVE Customer Service with your order number, tracking number, recipient name and delivery address, and any carrier case result or supporting documentation. We will assist in submitting an investigation or claim to the carrier.
Confirmed Lost Package
If the carrier confirms that a package was lost in transit, we will, after the necessary review, arrange a reshipment or refund based on inventory, order details, and investigation findings. During the investigation, the carrier or insurer may request reasonable supporting materials such as identification, proof of address, a written statement, or other evidence.
Marked Delivered but Not Received
If tracking shows that a package was delivered but you cannot locate it, please verify the delivery address; check your entrance, mailbox, parcel locker, reception area, garage, and other secure locations; ask household members, neighbors, building management, or reception staff; and contact the carrier to confirm the delivery location and proof of delivery.
If you still cannot locate the package, contact HHOLOVE Customer Service promptly. We will assist with a carrier investigation, but the final outcome is subject to the carrier's investigation, delivery confirmation, and available evidence.
Transit Damage
If your package or product arrives with visible transit damage, contact HHOLOVE Customer Service as soon as possible and provide your order number, tracking number, photos of the outer packaging and shipping label, clear photos or videos of the damaged product, photos of the internal packaging and protective materials, and any carrier documentation.
Please retain the product, outer packaging, shipping label, and all packing materials until the matter is resolved. After review, we will assist with reshipment, replacement, replacement parts, or refund as appropriate based on product condition, inventory, and investigation findings.
Important Information
Address and Delivery-Eligibility Review
Submitting an order does not mean that every delivery address has been confirmed by the carrier. If the carrier determines during order processing that an address is remote, restricted, requires special customs clearance, or is not serviceable, we will contact you using the details provided with the order. Depending on the circumstances, available options may include changing the delivery address, paying additional shipping or customs charges, cancelling unavailable items or the order, or receiving an applicable refund.
Delivery Times
Delivery times shown at checkout and in this policy are estimates only and are not guaranteed. Actual delivery may be affected by inventory, order processing, holidays, promotions, weather, customs inspections, local transportation conditions, and carrier operations.
Carrier Selection
HHOLOVE selects an appropriate carrier based on the delivery address, product dimensions, inventory location, and service availability. Unless an option is expressly provided at checkout, customers generally cannot select a specific carrier or delivery service.
Final Delivery Confirmation
If this policy differs from the carrier's final review, the checkout information, or the order payment invoice, the carrier's final confirmation and the actual order-settlement information prevail.
Contact Us
For questions about delivery coverage, shipping charges, order status, or delivery exceptions, please contact us through:
- HHOLOVE App: Live Chat
- Email: service@hholove.com
Please include your order number, recipient name, and tracking number so we can assist you more quickly.