Ordering
- How can I track my order?
Our team will track the logistics and send you weekly updates. - What does your price include?
Our quotation includes the cost of the products themselves, packaging (poly packaging bags), the tariff for international logistics. An extra amount of fee might be involved if you require customization or any special packaging and tagging. For more details, please consult our customer service.
If you were asked to pay for additional charges when picking up your package, please contact our customer service or email us (info@hugepod.com) with your order details. We will get back to you within 48 hours. - What should I do if my order information or address information is incorrect?
For incorrect order information:
① If you or your customer has ordered the wrong size or color, HugePOD will not be responsible for that, and will not provide return or refund service after your production has been made.
② If you have made a mistake in your design and you want to revise the design that you have submitted, please send your application to info@hugepod.com within 4 hours after you place the order. HugePOD will not accept any application beyond 4 hours and will not provide a refund or return after the production.
For incorrect address information: if the address provided by you or your customer is deemed by the courier to be insufficient or inaccurate, the package will be returned. And once we confirm the correct address with you (if applicable), you will be responsible for the logistics costs of the reshipment.
For package unclaimed: the unclaimed package has to be returned and you will be responsible for the logistics costs of the reshipment to yourself or your customer (if applicable). - Can I cancel my order?
If you want to cancel your order, please contact our customer service. Cancellation is only possible within 4 hours after order placement. Since after 4 hours, your order would be passed to the production phase.
If you insist on a refund beyond 4 hours, we have to deduct 50% of the total amount as the producing cost. We sincerely hope you understand. - How can I track my order?
After your order is shipped, you will receive an email notification with a tracking number, and you can also find the tracking number on the “Orders” page on our website. You can track the progress of the shipping with your tracking number or contact our customer service for shipping information via info@hugepod.com.
Paying
- How can I pay？
You can checkout online with Paypal, credit cards, etc.
Shipping
- Do you ship worldwide?
Yes, we ship internationally. However, there are some countries or regions that have blocked or made strict restrictions on international shipping. So please make sure that international shipping is possible in your destination country before placing orders.
- What kind of shipment will you use for my order?
To make sure you receive the package on time and intact, we primarily choose air freight, especially for bulk orders.
If you prefer another shipping method, or you have special requirements, please let us know, we would love to find out the best solution for you. - How long it takes for international shipping?
Depending on the shipping method you choose:- Standard: Average fulfillment time 12-20 business days.
- These shipping times are estimates, not guarantees, and do not include the production time of POD products.
These estimation excludes local holidays. And given certain unavoidable causes (e.g., customs clearance), or misinformation (e.g., incorrect address or contact information), there may be a delay.
In any case, we will give you a tracking number of your order to make sure that you can monitor the movement of your package. You can also contact our customer service (info@hugepod.com) so we can also help from our side. - How do you calculate the logistics cost?
The logistics cost depends on your delivery address, country, and the weight of your order.
When you place your order, our system will calculate the shipping fee based on the shipping method you chose: various shipping choices are available on HugePOD such as standard - What if I haven’t received my package after 20 days?
Any of the following circumstances might lead to delivery failures:
1-You have missed the calls from the courier multiple times.
2-The contact number you left is wrong or invalid.
3-The shipping address you left is wrong or invalid.
If the delivery failed due to any of the cases above, please contact us as soon as possible with the correct contact number/address and the time available for re-delivery.
Government curfew executed in response to a particular social emergency.
A delay might also occur due to certain causes beyond our control:
1-The flight is canceled.
2-The customer service office is on holiday.
3-The local customs staff, shipping, or logistics companies are going on strike or stop working.
4-The influence of COVID-19. - What if my package is lost or damaged?
If you find the package is damaged, please contact our customer service within 7 days after acknowledging the receipt.
If the freight company lost track of your package, we will arrange re-shipping as soon as possible.
Return Policy
- What should I do if I want to return the order and get refunded?
Contact us first within 7 days after receipt. Please tell us your order number, and include pictures of the items you would like to return（Please send your request to: info@hugepod.com). We will process your request within 7 working days.
Once your return/refund request is confirmed, please send the items back in their original packages with them intact. Any unconfirmed return will not be accepted by the warehouse. Also please make sure the items to be returned are unused, unworn, and unwashed. We would not accept if the items are worn, stained, damaged, or altered.
Please indicate your bank account details to receive the refund. Your money will be returned to the original account in the currency you originally paid.
Please note that we do not provide freight to collect (FTC) service to return the package, the return shipping cost will be at your own expense.
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the return policy may not be provided for:
- goods that are made to the consumer’s specifications or are clearly personalized;
- sealed goods which were unsealed after delivery due to health protection or hygiene reasons.
Therefore, HugePOD reserves rights to refuse returns at its sole discretion.
- Any items ordered from your shop can be returned?
Our return policy is applicable for most items, but there are a few exceptions.
Those listed down below cannot be returned:
- Tights, underwear, pajamas, swimsuits, socks, masks, and other items due to hygiene consideration
- Sample items
- Deliberately damaged items
- Items exceeding the 7-day period from the date of receipt
- Print-on-demand items printed based on your design, or items produced by following your tech packs, but you subjectively claim that they are not what you order, or you do not like them
- Items of delayed delivery due to misinformation provided, regarding the recipient phone number or shipping address
- Can I ask for a refund after placing my order, but haven’t received my package yet?
Please contact our customer service within 4 hours after placing your order to submit your refund request.
However, it is not possible for requests submitted beyond 4 hours. Since your order would be already passed to the production phase.
If you insist on a refund beyond 4 hours, we have to deduct 50% of the total amount as the producing cost. We sincerely hope you understand. - Why is the refund amount inconsistent with the amount I paid?
The logistics costs contain postage and VAT (value-added tax), some orders also need to pay tariffs. Therefore, postage is not refundable, and 30% of the order amount will be deducted as the refund tax from the total money you have paid. So the net refundable amount equals the actual amount you paid with the deduction of postage and refund tax. - Can I ask for a refund if my order has not been shipped on time?
We promise to complete the product sample within 3-7 working days, and we will ship your package no later than the 8th working day (calculated from the date you paid the order).
We promise to complete the bulk production within 7-15 working days, and we will ship your package no later than the 16th working day (calculated from the date you paid the order).
By the end of the 7th and 16th working days, if you have not received any logistics or shipping information, we will refund you a maximum of 10% of your original commodity price as compensation.
*Notice: In the 2 cases above, if the shipment is delayed due to certain changes on your side (design modification, additional design requirements, wrong address, etc.), any refund is not applicable. Thank you for your understanding.
The final interpretation of this clause belongs to HugePOD.