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FAQ
Shipping
Q: Who is responsible for return shipping?
A: The return shipping fees are the responsibility of the customer. While we often give free shipping on orders to customers, we are not able to offer free shipping for returns. We provide you with quick-print UPS return labels to make the process easier for you.
Q: How is the price of the return label determined?
A: The price of a return label depends on the size of the product being returned, and is automatically calculated for you at time of the return. We take into consideration the product weight, distance to travel, and dimensions for you based on the item you ordered.
Q: What if I would like to use my own return packaging?
A: When initiating a return, make sure to enter "Use your own shipping" and you will not be charged any additional shipping.
Q: What if I need to exchange the item for a different item?
A: If you need to exchange your item, we ask that you place a new order for the desired item. Your original order must be returned by submitting a return on the order page. If you have specific questions in regards to an exchange, please contact our customer service team with email.
Q: How do I return more than one item in an order?
A: Our return page allows you to make multiple return requests however each line item has to be processed one at a time. If you would like to return multiple items from one order, go through the process of requesting a return for each item you would like to return. Each product sent back to us will require a unique Return Authorization Number. For expedited processing, please make sure that you address the items consistently.
Q: When do I pay for the return label?
A: In order to make it easier for our customers, the amount of the return label you select will be deducted from your returned value amount as a restocking fee. You will see the amount that will be deducted at time of the return. For your convenience, you will not have to enter your payment information again.
Q: How long is the return label purchased on your site good for?
A: Each UPS return label is good for 30 days.
Q: Do I have to drop the returned item off at a UPS drop off location?
A: If you purchase a label from us, you will be required to drop the item off at a UPS drop off location.
If you do not want to drop off your item, you are given an option in the email that is sent to you, to schedule a pickup with UPS. Please note, there is an additional fee associated with this service and you will have to pay for it directly through the UPS website.
Q: How do I find a UPS drop off location?
A: Search for UPS locations near you by going to UPS.com.
Q: What if I didn't receive my return shipping label from UPS via Email?
A: Emails sometimes get lost or blocked by ISPs, so please check your spam and trash folder
Q: I am returning an item from outside the United States, can I still purchase a return label from the website?
A: Unfortunately no. Return labels are currently available for most domestic orders within the United States. You will still be able to return it back to us using your own shipping method.
Q: What should I do if the website is not allowing me to purchase a UPS label for a particular item that I want to return?
A: If that happens to you, you should return the item back to us using your own shipping method. Make sure to add the Return Authorization Number to your return to ensure you get proper credit.
Q: What if I still have a question you didn't answer?
A: We are here to help. Contact our customer service team at customerservice@hivagallery.us
Return
Q: How do I know if an item is eligible for a return?
A: Items eligible for return must be within the accepted return date and in the same condition that it was delivered to you.
Q: How many days from my order can I return an item?
A: We give you 30 days to make up your mind on your purchase. Most items can be returned anytime up to 30 days of the delivery date of the item being returned.
Q: What if my order was damaged or there were missing items?
A: If you received your merchandise in damaged condition, or items are missing please contact us as soon as possible to report the problem. Please email us.
Q: How do I initiate a return?
A: To initiate a return: Enter your order number and email address. Assuming your order is eligible for a return, click on the request a return button. On the next page, choose the reason that best describes your reason for return along with how you would like to ship it back to us. Your return will be processed immediately afterwards.
Q: Do I need a return authorization number?
A: Yes, all returns must have a valid return authorization number in order to be credited. The return authorization number will be sent to you once you initiate a valid return on a recently purchased order. If your item is eligible for a return, we will send the return authorization to you once you initiate a return. If your item is not eligible for a return or the return date has passed, the website will not be able to start the return process.
Q: What do I do with the return authorization number?
A: In order to expedite your return, your return authorization number should be clearly written on the shipping label or package of the item being returned.
Q: How long does it normally take to process the refund?
A: We process the refund within 1-3 business days of receiving your return.
Q: Where do you send the refund?
A: All refunds are sent through the payment method you used on the order.
Q: Can I expedite the refund?
A: Once a return has been initiated, we give you a place on the order status page to enter the tracking number of the return shipment. Entering this data will potentially speed up the processing of your return. Please note, if you purchase a return shipping label from us, that information will be automatically entered into the system.
Q: I didn't get an email once I initiated a return?
A: You can re-request a copy of the email you were sent initially by visiting the order page. It will be resent to the email address on file with the order. Emails sometimes get lost or blocked by ISPs, so please check your spam and trash folder.