| Frequenty Asked Questions | |
| Read below for questions and answers. If your question does not get answered please feel free to contact us. |
Do you ship internationally?
Absolutely. Who pays for customs and import duties for packages sent to Canada, etc?
Shipments to Canada/international locations are subject to import duties and taxes, which are levied once the package reaches Canada/international locations. Additional charges for customs clearance are borne by the recipient of the package. Gifts sent internationally will incur duties and taxes that will be charged to the recipient. As the purchaser of the product to be shipped to Canada/international location, you are considered the importer and must comply with all laws and regulations as required by Canada or other international location. Do you ship to military bases?
Yes. Any orders shipping to an APO/FPO are shipped via USPS Priority Mail, having a transit time of 2-3 days, to a central hub in NY. From there it is given to the approriate military carrier, and depending on the location it can take two weeks for a package to be delivered (being outside of USPS' hands at that point). Plus, these orders are untraceable because there are no UPS or FedEx tracking numbers. The correct address format for an APO/FPO is to enter the base name in the street field, "APO" or "FPO" in the city field, and then select among AA, AE, or AP in the state field. Leave the country as USA and then enter the correct postal code in the zip code field. Do you ship to post office boxes?
No. UPS requires a street address. Do you ship to personal mailboxes?
No. UPS requires a street address and will leave the package on the doorstep. Do you ship to rural route numbers?
Yes, however, it may take some extra time for the package to reach its final destination. Can I send items to multiple addresses?
Yes, but separate orders must be placed for each shipping address. How is sales tax calculated?
You will be charged sales tax in accordance with your state tax laws. How will I know that my order shipped?
Customers receive an E-mail order acknowledgement as well as a shipping notification. You may also check your order status by clicking the "Track Order" link at the top of the page. Why wasn't my order shipped as soon as it was placed?
In-stock merchandise is normally shipped out of our warehouse within 24 to 48 hours of placing your order (excluding holidays and weekends). If an item is on backorder or the order was placed over a weekend or holiday, shipment will be delayed. How do I track my order status?
It's simple. Just access your online store, login and click on the "Track Order" button at the top of the page and clicking on the order number you wish to learn more about. By clicking on the E-mail symbol, you can print off a new confirmation sheet, as well. Calculating Shipping Time/Costs:
You have the opportunity to select from a variety of shipping services at checkout. We use UPS to deliver orders within the continental U.S. You have the option to select the shipping service level you desire. The shipping method you use may determine how many days it takes for your package to reach its destination. Please use the shipping charts below to estimate the number of business days for your delivery: All orders are shipped FOB Alpharetta, Georgia. Lastly, shipping times are calculated from the time your order leaves our HPI-Direct warehouse. In stock merchandise will ship out 24 to 48 hours of order placement; excluding weekends and holidays. Overnight in-stock orders, if placed by 1:00pm EST, will ship same day. Shipping is delayed, of course, if an item is on backorder. |
For shipping addresses within the continental U.S. - UPS Ground Commercial 3-7 Business Days delivering to a business
- UPS Ground Residential 3-7 Business Days delivering to a residence
- UPS Next Business Day Guaranteed 10:30AM next business day delivery to most locations
- UPS 2nd Business Day Guaranteed end of business delivery on 2nd business day
- UPS 3rd Business Day Guaranteed end of business delivery on 3rd business day 8:30AM
Please contact our HPI-Direct professionals if you would like to add either the Early AM or Saturday delivery services to your order. For International shipping addresses: - UPS International Expedited 3-8 business days
- UPS International Express 2-5 business days
For Canada addresses: - Canada Standard 5-7 business days
- Canada Expedited 3-5 business days
- Canada Express 1-3 business days
Shipping Addresses within the continental U.S.:
Shipping fees are based on dimensions/weight, destination zone and the service standard selected. Freight charges are calculated after the shipping address is entered. International Shipping Addresses:
Certain restrictions may apply on shipping conditions to certain locations. When ordering for international shipping, you need to be cognizant of shipping charges. You may want to consider combining orders wherever possible to save shipping expenses. Customs declarations will indicate the full value of the order in US dollars. International customers are responsible for paying any/all duties, customs charges or tariffs on the merchandise when the package arrives in their country. Fraud Protection:
We recommend that all customers who are shipping to addresses other than their billing address, notify their credit card company of the alternate shipping address. This process is becoming a standard and credit card companies are happy to assist you. Simply call your credit card company and let them know you are placing orders via the Internet and would like to give them (bank) an alternate shipping address.
Login Information:
To protect your privacy, the process of obtaining account information requires that you log in to our secure server. To order products online, you must establish an online username and password. Your registration allows us to recognize you when you visit the site again to check on your orders or to place a new and allows us to contact you if there's a problem with the order. It helps us to ensure that you are the only shopper who can access your personal order information. Once you register, all you need to do on future visits is provide your username and password. Shipping Addresses:
You may ship anywhere with a full street address. How do I view my order history?
Access your online store, click on the "Track Order" button, then click on the appropriate order number and see the details per each order transaction. How do I update my E-mail and address information?
Once you're logged into your account, you can go to "Edit Account Info" at the bottom of the home page and change your personal account info. How do I change my billing/shipping information?
You may E-mail the correct information to Customercare@hpidirect.net or speak to a professional by calling 1-800-729-9050, Monday through Friday, 8:00 am. To 8:00 p.m. EST. |
What Can Be Returned?
Your 100% satisfaction with your purchase is our top priority. Our return policy is simple: As long as the item is in "as-new" condition, you may return your purchase with the original packaging within 30 days of receiving your shipment.
How to Return Merchandise:
Complete the 'Return Form' which is enclosed with the package. Include a reason code for all items:
WS = Wrong Size
DS = Damaged in Shipping
NW = Not What I Expected
WP = Wrong Product Sent
DP = Defective Product
OR = Other Reasons
(please describe in detail)
Repackage the item in its original packing and include the packing slip.
Affix a return-shipping label or simply address your package to:
HPI-Direct
785 Goddard Court
Alpharetta, GA 30005
We strongly suggest you ship returns by a service that offers shipping insurance and tracking capabilities. Merchandise returned by other means or that is lost or damaged in transit is still your responsibility. (We do not accept C.O.D.s).
Do you reimburse for shipping?
Only if the merchandise being returned is due to an error on our part (e.g., flaw in workmanship, wrong item shipped).
What if I lose my packing slip?
Simply enclose the following information with the returned merchandise to:
HPI-Direct
785 Goddard Court
Alpharetta, GA 30005
- Your name
- Your E-mail address
- Your shipping address
- Order number (Click here to find your order number)
- Description of the merchandise being returned
- Reason for the return
Exchanges/Refunds:
If you are not 100% satisfied with your purchase and it is in "as-new" condition, you may return any online store item, in its original packaging, within 30 days of receiving your shipment.
If you would like to exchange an item (for a different size or color, or a completely new item), please follow the return procedure, then place a new order through your online company store. This will ensure the replacement item is available and will provide the fastest possible service to you. You will be charged for the new merchandise, as well as for shipping. A refund will be issued to your account once we have received the merchandise. If Applicable, customs charges will apply to your exchange order. |
Personal Information:
You are our first priority. We make every possible effort to respect and protect your privacy. We believe in keeping personal information confidential. In order for you to purchase products, you will need to provide certain personally identifiable information. You are only asked to provide personal information that is essential to completing your order. HPI Direct uses your information to make your shopping experience as enjoyable as possible. From time to time, we may notify you about new products. We may compile market research based upon customers that visit our site and buy our products. You may update or correct your personal information at any time. To do so, simply go to the "change password or edit account information" option located at the bottom of the home page once you're logged into your account or call our Customer Support Team at 1-800-729-9050 x1. Privacy Tips:
Your account information is password protected and accessible only to you. To safeguard your account, it is recommended that you do not share your password with others. Other than when you have requested assistance and we're verifying personal data for security reasons, no one from HPI Direct will call or E-mail you about your personal account information. We advise you to be wary of unsolicited contacts and suggest that you do not reveal your password to anyone. To further protect the integrity of your personal information, close your browser when you step away from your computer, particularly if you are in a public forum. Checking Out:
When you are ready to check out, click on the "Check Out" button at the bottom of your shopping cart. Your User Name and Password are recognized and automatically provide you with the opportunity to review all your pertinent billing and shipping information. After verifying the summary of items in your shopping cart, you may select your preferred shipping method as well as other pertinent information. Payment Method:
All prices on this site are in U.S. dollars and you may purchase by using your Visa, MasterCard, Discover Card or American Express. Personal checks and money orders (payable to HPI Direct) are also acceptable payment methods. Your credit card is charged at the time your merchandise is shipped. If an item is on backorder, you will not be charged until that item is available and shipped.
Shopping with HPI Direct
These pages are designed to answer the most frequently asked questions about your online shopping experience.
Shopping online with HPI Direct is easy and fun. As you browse through our site, you may add items to your shopping cart along the way by clicking the "Add to Cart" button found below the items you like.
In the event of an item being 'on order' (merchandise is out of stock), you may put the selection in your cart. At the time of checkout, you will have the choice to ship your items together or have them shipped as they become available.
How do I place an order?
Shopping with HPI Direct is easy as 1.2.3!
Place products in your shopping cart by selecting the number of items and the appropriate size you want and then click on "Add to Cart".
When you're ready to purchase, click "Check Out".
If you're a returning customer, simply login; select your payment method, shipping address and any gift card messages.
If you are a new customer, you will need to click on "New Customer". Complete the easy to follow format in creating your customer profile.
You will then be asked to login and complete your shopping experience.
If you are uncomfortable, for any reason, in processing your transaction online, please use one of our other offerings:
- Fax
- Proceed with the Shopping experience
- Check Out" and proceed to the Place Order page
- Print the Place Order page, (has Ship To info and Totals) without clicking on "Place Order" button
- Fax the Place Order page to the attention of HPI Direct Customer Support at 678-942-1801
- Mail
- Proceed with the Shopping experience
- "Check Out" and proceed to the Place Order page
- Print the Place Order page, (has Ship To info and Totals) without clicking on "Place Order" button
- Mail this printed page along with your check payable to HPI direct to:
- HPI Direct
- Attn: Customer Support
- 785 Goddard Court
- Telephone
- Proceed with the Shopping experience
- Call Customer Support (within the U.S.) at 1-800-729-9050 x1
- Please have your credit card information ready
What if I change my mind about items in my shopping cart prior to placing my order?
You may update your order by adjusting the quantity of any of the items in your shopping cart. You may also remove items from your cart by clicking on the View Cart button and then clicking on the delete button next to the item you would like to remove.
How do I know what my shopping cart total is?
The subtotal is always displayed with your shopping cart. Shipping costs and any appropriate taxes are calculated at the time of Check Out. Gift Certificates are deducted from the balance at Check Out.
Once I start shopping, must I continue to check out?
No. Your selected merchandise will remain in your shopping cart until such time that you either Check Out, do a complete log out of your system or delete your cookies.
Once I've placed an order, can I cancel it?
As long as the order is still pending or on backorder, it may be cancelled. Please call our Customer Support Team at 1-800-729-9050 x1 to cancel your order.
How do I redeem a Gift Certificate?
You may apply a gift certificate to a current purchase or leave it in your account for future purchases.
- Shop as you normally would; adding items to your shopping cart
- When you're ready to purchase, click on the Gift Certificates Redeem Here link
- Enter the gift certificate number and the authorization number
- As you progress through the checkout process, you will be required to pay any sales tax and shipping charges, as necessary
- You are responsible for any remaining balance due, payable by personal credit card
Is it safe to use my credit card?
Yes. Internet security has come a long way, HPI Direct uses the latest technology offered; the safest way to shop using a credit card. We value our relationship with you as a continuing customer. Many people don't realize that shopping on the Internet, over a secure connection, is actually safer than giving out your credit card number over the phone, especially a cellular or cordless phone. Unlike making a purchase in a physical store, with sales clerks and paper copies, with our technology only the bank sees your credit card information. |
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