1) My package hasn't arrived yet, what can I do?
Once a package leaves our hands, it is up to USPS to do their part and deliver the package. We are not responsible for delays and transit times. If you have any USPS questions or want to track your package, please contact USPS directly. We don't track individual packages ourselves as we don't have the man power. We will only consider replacing a package if it is more than 14 business days late. If you haven't received your order 14 business days after it was placed, please contact us so we can begin the investigation process.
2) Can I get a refund if my package was lost/stolen?
Items will only be replaced if shipment is lost by USPS and customer must file a package theft/lost claim. We do not replace packages that have been marked delivered by USPS but customer claimed that it was never received.
3) What is your cutoff time for same day shipping?
12pm Eastern Time (9am Pacific Time). Any packages that are received after 9am pacific time will ship the following business day. Please keep in mind that we do our best to ship packages same day, but this is by no means a guarantee. Sometimes even if a package comes in before our cutoff time, it might not ship same day due to unforeseen circumstances.
4) What are your business hours?
We are open Monday - Friday from 8am to 5pm Pacific Time.
5) Do you ship on Weekends?
No. If your order is placed after 12pm (Eastern Time) on Friday, your order will be shipped the following business day.
6) Where are you located?
We are located in Southern California Riverside County.
7) Do you offer local pickups?
Sorry but no, we are an Internet based company.
8) Do we offer USPS priority express service (Overnight)?
No. Special Shipping is reserved for a handful of customers that have agreed to our terms, which are "At your own risk" and we do not offer refund for late packages. If you select Priority Express it is at your own risk.
9) Do you ship in discrete packaging?
Yes, the return address is marked as HLBM Co.
10) Do you have a phone number I can call if I have a question or problem?
We do but we would prefer that If you have any questions or concerns, please email us at Support@HLBMco.com (See our contact page for additional information).
11) I placed an order and forgot to include a coupon code. Can you please modify the order and include the discount code?
Unfortunately once the order has been submitted, we cannot modify it. Our system will not allow it. The only thing we can modify is the bill to, ship to and email address. The only thing we can do is cancel the order and then you can re-submit it, but will lose its line in the processing queue.
12) I re-ordered a product but looks very differently, what can you do about this and can I return it?
Batches will sometimes differ in color and texture and no two batches will ever look the same.
13) I am under 21 years of age, can I purchase from your website?
No. Under no circumstance may a person under the age of 21 purchase any products from us. We are assuming that all buyers are over 21 years of age if they are using a credit card to make a purchase.
14) Can you make any recommendations about your products or ask for advise?
By law, we cannot make any recommendation