FAQ

COVID-19 UPDATE

Our top priority is the health and safety of our employees and customers, so we completely redesigned our production and fulfillment center to comply with state recommended social distancing and PPE guidelines.

What does this mean for you?

• Processing times may be delayed. Generally processing times are within 6-12 business days* although currently those times vary due to the issues relating to COVID-19 and government orders and the impact to our business.  Processing times may also be extended during holidays, 
• We will notify you as soon as your order ships or if we foresee any issues with fulfilling your order.
• You can cancel for a full refund. We have updated our return policy so you can cancel any unshipped order at any time for a full refund.

 

We appreciate your patience and understanding as we work through this together.

Thank you so much for your support!

*Please understand that business days do not include weekends or holidays such as  New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas

 

RETURNS & REFUNDS

 

 

ORDER ISSUES

HOW CAN I REACH YOUR CUSTOMER SERVICE TEAM AND WHEN SHOULD I EXPECT A RESPONSE?

For customer service inquiries only, please email support@htezo.com. Our Customer Service team is available M-F 8am - 5pm pst. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.

 

I HAVE NOT RECEIVED MY ORDER CONFIRMATION, DID MY ORDER GO THROUGH?

Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team support@htezo.com if you have not received your confirmation email after 24 hours of your purchase.

 

CAN I MAKE CHANGES TO MY ORDER ONCE IT’S BEEN PLACED?

Due to the extremely limited nature of our products, all sales are final. Orders can not be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.

 

I HAVE RECEIVED MY ORDER AND NEED SOME ADDITIONAL ASSISTANCE.

Please contact our Customer Service Team support@htezo.com to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.

 

DELIVERY

WHEN WILL MY PACKAGE BE DELIVERED?

Processing time for orders is 6-12 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS to international mail carriers.

CAN I RESERVE ITEMS BY ADDING THEM TO MY CART?

All products on htezo.com are in stock and available for order (unless otherwise noted). Items can not be reserved by holding them in your cart. Product availability is extremely limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.