- Is shipping discreet?
- Do I have to sign for the package?
- Where do you ship to?
- How do I track my package?
- What payment methods do you accept?
- Do you accept pre-paid cards or gift cards?
- How do you handle returns and exchanges?
- What if an item arrives broken?
- What if an item is missing from my package?
- When will my order ship and how long does it take to arrive?
- Tracking says my package was delivered but I can’t find it?
- What if I entered incorrect/incomplete shipping information?
- How do I create an account?
- How do I edit my account information?
- What if I forgot my account password?
- Do I have to pay sales tax?
- I need a copy of my receipt.
- When will my refund appear on my account?
- When will my card be charged?
- My card keeps getting declined?
- Can I cancel my order?
Is shipping discreet?
All packages are shipped in a plain unmarked brown box or standard USPS Priority boxes with no graphics, logos or any other indicators that may reveal the contents of the package. The shipping label will include your name, address and a our warehouse address.
Please note "HIGH FIVE or HIGH FIVE VAPE" will appear on your credit card statement. Unfortunately we cannot change this due to requirements by our credit card processor, we apologize for any inconveniences this might cause.
Do I have to sign for the package?
We may choose to have a signature requirement added to any order at our discretion in order to prevent credit card fraud charges, underage orders and other security reasons. If you are underage, you are not allowed to order from High Five. Any credit card fraud or underage orders are pursued and reported to the appropriate authorities.
Where does High Five ship to?
We accept orders and ship anywhere within the United States and internationally as well including Canada. Please note that when shipping internationally you may incur duty fees and charges, in most cases our customers aren’t required to pay them but it may occur.
How do I track my package?
Once your order has been processed and shipped an automated email with tracking information will be emailed to you. If an email is not received within 24-48 hours please check your spam folder just in case or reach out to firstname.lastname@example.org with your full name and order number.
What payment methods do you accept?
We accept all major credit card including Visa, American Express, Discover and MasterCard. We also offer installment payment methods such as Sezzle.
Do you accept pre-paid cards or gift cards?
Yes we do! If you are trying to use multiple pre-paid or gift cards for an order, please email email@example.com for assistance.
How do you handle returns and exchanges?
We offer a 7 day money back guarantee starting from the day you receive the order. Please note that there is a 10% restocking fee if the product is returned due to personal preference and not a mistake made by High Five (wrong, broken, defective items, etc...). We accept returns if an exchange is desired for the same item(s) but in a different variation for example if you chose the wrong size, color, etc… the item may be sent back and exchanged for a different one. Return postage for all returns and exchanges are not covered by High Five and will need to be covered by the customer. Shipping costs are non refundable. Returns and exchanges are only accepted for products that are unused. We do not accept returns or exchanges for used products under any circumstances. To process a return or exchange, simply reach out to firstname.lastname@example.org along with your full name, address and order number or photo of the receipt.
What if an item arrives broken?
If a product arrives damaged, broken or defective, it will be replaced free of charge. Simply reach out to email@example.com along with your full name and order number. Please do not dispose of anything, depending on the product we might need you to return the package with a pre-paid shipping label provided by us. We do not accept returns on broken or defective items that are used, there are no exceptions. If the product arrives broken or defective please do not use it!
What if an item is missing from my package?
If an item is missing from your order simply reach out to firstname.lastname@example.org along with your full name and order number. We’ll go through our packing photos and recorded packing videos to catch the mistake and send out the missing items to you.
When will my order ship and how long does it take to arrive?
The estimated shipping time does not include the time it takes to process and package an order which could take 2-3 business days. All orders placed during non-business hours, this includes weekends (Saturday & Sunday), evenings and national holidays will be processed once regular business hours have resumed. Shipping options are only estimates for determining delivery time, they are not guaranteed. Sometimes either by severe weather, holiday rush or a mistake by the carrier packages may be delayed. Shipping costs are non refundable.
Tracking says my package was delivered but I can’t find it?
Please check with the carrier who delivers your mail, neighbors and around your house. If you live in an apartment complex, please check with the front desk and mailroom. If the package still cannot be located, please reach out to us at email@example.com
What if I entered incorrect or incomplete shipping information?
If the shipping information entered for the order is incorrect this can cause delays or cause the package to be undeliverable and returned to us. After placing the order, you’ll receive an order confirmation email which will include the shipping information you entered. Please ensure to double check the information entered is correct. If the information entered is incorrect or incomplete please email firstname.lastname@example.org immediately with your full name and order number. We cannot guarantee the change can be made but we will do our best. Please be aware that in the event the package is returned due to an incorrect or incomplete address, shipping will be required to be paid again in order to resend the package.
How do I create an account?
You can create an account by simply clicking the person icon located at the top right of the website and clicking “Create an Account”.
How do I edit my account information?
Simply click “My Account” and login. Here you can edit your shipping address, email, password, wish lists, and more.
What if I forgot my account password?
Simply click “Forgot Password” on the login page. You’ll be sent an email to reset your password.
Do I have to pay sales tax?
Due to being an e-commerce store and shipping nationwide, sales tax is applicable to all orders according to your state's tax rate.
I need a copy of my order receipt.
Once an order is placed, a receipt will be automatically emailed to the email address entered for the order. If the receipt is not received within a few minutes, please check your spam folder just in case or you may reach out to email@example.com along with your full name and order number.
When will my refund appear on my account?
Once a refund has been issued, a credit will appear on your payment method in about 4-5 business days(not including weekends).
When will my card be charged?
Your card is charged as soon as the order is placed. Please note that if your card is declined a pending charge may show on your account but will drop off in a few days.
My card keeps getting declined?
Credit and debit cards may potentially be declined due to the reasons below. If all your information is correct then we recommend calling your credit/debit card company and inquiring the exact reason why the charge is not processing through successfully.
- Insufficient funds
- Conversion from USD to your local currency
- The name or billing address does not match the card
- The card number, expiration or security code is incorrect