HELP CENTER

Frequently Asked Questions

When will I receive my order?

Due to COVID-19, we have been experiencing severe delays with our standard method of shipping, USPS. The listed shipping timelines in our FAQs are our goal, but during this time please allow additional processing/tracking updates and transit times. We are working hard to get your orders out as quickly and safely as possible!

In stock,  non-pre-order items shipping to addresses within the United States are sent by US Mail (USPS) depending on weight and usually take 10-15 business day to arrive. APO addresses have an average transit time of 10-21 days. International shipments including Canada and Mexico are made via international post (mail) and take up to 21 business days to arrive. International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery. 

Orders received over the weekend and on holidays will be processed the following business day. We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.

A Note To Customers Living Outside the United States
If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you. Please note: taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions. Please note that international orders will take up to 4-6 weeks to deliver after ship date. Unfortunately, at this time we are unable to provide tracking for international orders.

Please note delivery of some orders may be delayed due to COVID-19

If you do not receive your order within the time frames above, please contact Customer Service using the form on the Contact Us page, and advise us whether you want to cancel your order, or have us keep your order active until it ships.

I never received my confirmation e-mail after ordering/registering/shipment.

Please check your Spam box — 99% of the time, you will find it there. It’s also possible that you entered the wrong email address. If you still have problems, go back to the store, navigate to the “Contact Us” page, and send us an email.

How do I contact customer service?

You can contact us at the “Contact Us” page or by email at shophipower@gmail.com. Unfortunately we are unable to assist via phone.

Pre-Order Merchandise

Pre-release ordering is available for select titles. These items will show a "Pre-Order" button. The expected release date of your items will be shown on the details page.  We make every effort to ship pre-order products to arrive at US addresses 5-10 business days, but cannot guarantee a delivery date.
When you place a pre-order, we will charge your account at that time.
International orders will  not arrive by the US release date and may take an additional 3-4 weeks to get to you. International shipments including Canada and Mexico are sent by the United States Postal Service Economy and may be held by your local Customs Authority for an additional 10-14 days depending upon the customs laws in your country. Therefore, it is best to allow 4-5 weeks for delivery. 
Please be aware that release dates are subject to change.

Shipping

Please expect delays for orders shipping to Italy or China.


Please note that addresses outside the United States may have additional handling fees applied to the order as well. You will also be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you. Please note:  taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.

All orders that contain posters, please note that the poster will ship separately in a poster tube and your order may arrive on 2 separate days.

Shipments to addresses within the United States are sent by UPS or US Mail (USPS) depending on weight and usually take 7-10 business day to arrive.  If placing an order for a product with a release date in the future, your domestic order will ship to arrive on or about release date. APO addresses have an average transit time of 10-21 days.  International shipments including Canada and Mexico are made via international post (mail) and take up to 21 business days to arrive. International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery. 

Shipments are processed Monday-Friday within 24 business hours of the order being placed. All orders placed on Friday will dispatch the following Monday (excluding holidays). Transit time includes weekdays only and does not include weekends or holidays.  We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.

A Note To Customers Living Outside the United States
If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you. Please note: taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.

CANADIAN CUSTOMERS – You will be charged Canadian tax based on your jurisdiction at your time of purchase.  Please be aware that you are still responsible to PAY DUTIES to the carrier at time of delivery.

Shipping

Please expect delays for orders shipping to Italy or China.


Please note that addresses outside the United States may have additional handling fees applied to the order as well. You will also be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you. Please note:  taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.

All orders that contain posters, please note that the poster will ship separately in a poster tube and your order may arrive on 2 separate days.

Shipments to addresses within the United States are sent by US Mail (USPS) depending on weight and usually take 7-10 business day to arrive.  If placing an order for a product with a release date in the future, your domestic order will ship to arrive on or about release date. APO addresses have an average transit time of 10-21 days.  International shipments including Canada and Mexico are made via international post (mail) and take up to 21 business days to arrive. International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery. 

Transit time includes weekdays only and does not include weekends or holidays.  We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order or choose another item with equal price.

A Note To Customers Living Outside the United States
If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you. Please note: taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.

CANADIAN CUSTOMERS – You will be charged Canadian tax based on your jurisdiction at your time of purchase.  Please be aware that you are still responsible to PAY DUTIES to the carrier at time of delivery.

INCORRECT SHIPPING INFORMATION

We are not responsible for packages delivered incorrectly or lost due to incorrect shipping information provided by the customer at the time the order is placed.

If a package is returned to Hi Power Ent. due to an incorrect shipping address provided by you the customer, a subtotal refund will be initiated. No refund on the shipping cost.  

We are not responsible for lost or stolen packages CONFIRMED TO BE DELIVERED to your address by the USPS after they leave our warehouse.

All Sales Are Final

There is no Returns,Refunds or Exchanges after an order is placed.
If there is an issue with your order please contact us via email (shophipower@gmail.com)