Shipping
General
Haxson.com uses exclusively a pre-order model, and shipping timelines differ greatly from those of a regular online purchase. The shipping timelines provided here or on our pre-order campaign pages are estimates. As a pre-order customer, you will be privy to all post-campaign updates in which we share the progress and status of your pre-order, so you will always know when you can expect to receive it.
What shipping methods do you use?
We offer international shipping to over 35 countries and we are always expanding that network. Do you love the Haxson products and live in a country not within our shipping network? Please email us at support@haxson.com and we’ll let you know once we start delivering to your country.
What shipping methods do you offer?
We dispatch your pre-order from one of our fulfilment facilities located across the world, including the USA, Europe or Asia. Because of that, we use different carriers based on which fulfilment option is more time and cost efficient for each pre-order.
What is the shipping price?
We provide free shipping for Haxson AirFan! So, you don't have to pay anything!
After I placed a pre-order. When can I expect to receive it?
We hope you and your families are managing to stay safe and well during these unusual and challenging times. As a direct result of the Coronavirus pandemic, and the exceptional pressure placed upon domestic and international postal services, some of our customers may experience some delays with their pre-orders. We apologize for the inconvenience this may cause, and we thank you for your patience and understanding at this time.
You can expect a delivery timeline in May 2023.
Once we start fulfilling pre-orders of yours, we generally depend on the speed and efficiency of customs and mailing services in each country. Sometimes we experience very fast shipping times, while other times there are delays that we really cannot control or influence. Please note these are estimates, not guarantees, and can change.
We try to make the delivery process as simple as possible and we are able to send your pre-order either to your home or to a family member's home. We cannot ship to PO Boxes or APO/FPO addresses. Shipments can only be delivered to physical addresses.
Some mailing services tend to experience longer delays in delivering pre-orders. We, unfortunately, cannot control these delays and appreciate your patience in allowing additional time to receive your pre-order.
Our aim is your complete service satisfaction. You can trust that we will always go above and beyond to deliver your pre-order as soon as possible and in the quality you expect.
Shipping ("ships in") times displayed on haxson.com refer to the estimated time it takes for packages to leave our hands. Since the actual delivery of your pre-order can be impacted by many events beyond haxson.com's control once it leaves our facilities, we suggest that if you have a special occasion or event that you wish to use your item for (such as a birthday, Christmas, anniversary, etc.) that you pre-order your items well in advance.
Haxson.com cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth pre-order experience as much as possible.
Shipping and delivery times are calculated in working days from Monday to Friday. We will do our best to provide notices to reflect possible delays.
Any chance my pre-order gets lost on the way? Do you guarantee delivery?
We commit to deliver every product pre-ordered in our store! If your pre-order has been dispatched, and you don’t receive your pre-order within the estimated delivery timelines, feel free to contact us, and we’ll get back to you as soon as possible!
If you know the mailing service in your country tends to be less efficient, kindly allow additional time for delivery before considering your pre-order lost on the way.
If you haven’t received your pre-order within 30 days from the date it was dispatched in your country, we will do our best to reconcile the pre-order and find a solution that you consider satisfactory.
What if my pre-order arrives damaged?
We do our best to provide our customers with the best quality product and impeccable pre-order experience. However, some factors are beyond our control and can result in your product being damaged. If you received a defective, incomplete or damaged product, please contact us as soon as possible and no later than 48 hours from the time you received your pre-order and we will be happy to assist you without delay.
Can you mark my pre-order as a "gift"?
We, unfortunately, cannot mark your packages as “gifts”, due to legal requirements that are outside our control.
How can I track my package?
You will receive a tracking number soon after your pre-order is dispatched. Simply visit the carrier's website and enter the tracking number to see the location/status of your package.
If more than 7 business days passed since your pre-order was dispatched in your country and you haven't received your tracking number, please contact us with your pre-order number and the subject "Tracking # For My Pre-Order".
We will get back to you within 2 business days with your tracking number if it’s available.
There's a problem with my shipment. Please help!
If there's a problem with your package, contact us, and we will do our best to assist you as soon as possible. Please include your pre-order number, a brief description of the concern, and any reference number you have.
Exchange & Refund/Return Policy
Can I return my pre-ordered product?
We offer a 1-year limited warranty on manufacturing defects. If you experience any issues with your product, please email us at support@haxson.com, and we'll be very happy to help.
Items that are bought as part of a pre-order campaign and/or as part of a clearance sale (defined as at less than one-third of their original cost; equal to or more than 30% off) cannot be refunded or returned (unless received damaged and an email informing us about the damage, along with photographs showing the damage, is sent through to us no later than 48 hours from the time of pre-order receipt)—their order is final. However, we may, at our sole discretion, agree to credit part of the amount towards another order—please do contact us in advance of returning such items.
Involuntary returns
If your pre-order is processed correctly on our site and your local post office can't deliver it to you because you are not available and/or you are not collecting it from the post office, the package will be returned to sender after a waiting period (the length of which depends on the procedures of your local post office).
We make every effort to notify you that your package is ready for delivery, so you can collect it and prevent having it returned to the sender.
We are not responsible for such involuntary returns and once the package returns to us, we consider the pre-order closed.
Return packages incur a number of fees for us, which is why simply re-sending it back to you is not possible.
If you wish to have the package resent to you, you will be responsible to cover the additional fees we incurred because of its return.
A minimum US$150 fee (per package) will be assessed for all refused shipments. In addition, the customer will be responsible for any return shipping charges assessed by the courier. You will also be responsible for any duty/VAT/import charges on refused or unclaimed shipments, in addition to return shipping costs. Shipping costs are not refundable on refused or unclaimed shipments.
Voluntary returns
If you wish to return a damaged item, please contact us no later than 7 days from the date of your pre-order receipt. We'll provide you with instructions on how to proceed and, if applicable, the return address. You will be responsible for the shipping cost of the return/exchange. As soon as we receive the item, we will either repair or we will exchange the product for another one.
To avoid potential issues, we strongly recommend using a tracking service when returning any item.
If you received a damaged or incomplete pre-order and have not notified us (via email, along with photographs showing the damage/problem) about the damage or missing items within 48 hours from the time you received the pre-order, we will not take responsibility for the damaged or missing items.
Pre-order cancellation
Customers can cancel their pre-order at any time for 30 days from the time of placing the pre-order. Once the 30 days have passed, the pre-order cannot be cancelled or refunded. Upon receipt of the package, our Return and Refund Policy comes into effect.
Refunds
Items that are bought as part of a pre-order campaign and/or as part of a clearance sale (defined as at less than one-third of their original cost; equal to or more than 30% off) cannot be refunded.
For all other situations, once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your request is approved, a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. The amount of days largely depends on your bank.
Late or missing refund
If you haven’t received your refunded funds yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this, and you still have not received your refund yet, please contact us at support@haxson.com, and we will be happy to assist you.
Non-returnable
There are certain situations where no refunds or replacements are granted:
— Any item not in its original condition is damaged or missing parts for reasons not due to our error.
— Any item that is returned more than 30 days after delivery.
— The product that has been misused or changed.
No refunds or replacements will be made for sale items or end of line product received unused, undamaged, without any missing parts
Exchanges
We only replace items if they are received by the customer defective, incomplete or damaged due to our manufacturing negligence or error. You must contact us as soon as possible and no later than 48 hours from the time you received your pre-order to inform us if you received a damaged/incomplete/defective product. If you need to exchange it for the same item, email us at support@haxson.com, and we'll provide you with all details necessary for the return.
We encourage you to inspect each product carefully upon receipt. If a product has a defect or fault existing at the time of delivery or otherwise does not conform to your pre-order, we are happy to take it back. We strongly encourage you to get in touch with our customer service as soon as you become aware of any problems.
If the product is found to be damaged or used beyond what it takes for you to reasonably inspect it, then we may reject a refund or exchange.
Shipping
To return your product, please contact us and we'll provide you with all details necessary for your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Always consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We are not responsible for packages getting lost on the way to us.
Upon receipt of your return, we will assess the product(s) and if a refund is granted, the prompt refund will be issued to your original method of payment.
What else do I need to know?
If you received an incorrect, incomplete or damaged product, please contact our customer care immediately and no later than 48 hours from pre-order receipt, so we can resolve the issue. We want every purchase to be exactly as anticipated and promised.
We will email you detailed return instructions to return your item(s).
If you're returning more than one item, we may ask you to ship items together or in separate boxes.
Your refund will include the price of the item(s) minus the return shipping fees. The refund will not include any original shipping charges, if applicable.
Your refund will be issued after we have received and processed your returned item(s). This time may vary; if you're receiving a refund via credit card, please allow one full billing cycle for the refund to appear on your statement.
Have a question we haven't answered yet?
Simply contact us at support@haxson.com and we’ll get back to you as soon as possible.