- Is shipping discreet?
- When will I receive tracking?
- How long does shipping take?
- How much does shipping cost?
- Do you ship to a PO box?
- How do you handle returns and exchanges?
- What if an item arrives broken?
- What if I entered the incorrect/incomplete shipping information?
- Where does HIGH5 ship from?
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 only include your name, address and order number.
When will I receive tracking?
Once your order has been processed and shipped you'll receive an automated email with tracking information. If you realize that you entered the wrong shipping information or notice anything odd about your tracking, feel free to call 425-495-5933 or email firstname.lastname@example.org. You can also track your order using the link below:
How long does shipping take?
Please keep in mind that the estimated shipping time does not include the time it takes to process and package the order which is usually 1-2 business days(not including Saturday/Sunday), unforseen circumstances such as severe weather or mistakes made by FedEx/USPS. During the holidays it could take slightly longer. 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. We have absolutely no control over the package once we give it to USPS or FedEx and unfortunately we cannot control any delays that may occur. Sometimes either by weather, holidays or a mistake by a USPS/FedEx employee packages do get delayed, which is why cannot guarantee arrival dates or times. We do not refund or credit shipping charges for any shipments including express shipments. If you realize that you entered the wrong shipping information or notice anything odd with your tracking, feel free to call 425-495-5933 or email email@example.com.
Shipping Options & Estimated Delivery Times(USA Only)
- USPS First Class Mail: 3-5 Days
- FedEx Ground: 3-5 Days
- USPS Priority Mail: 2-4 Days
- USPS Express Mail: 1-2 Days(Not Guaranteed Next Day!)
How much does shipping cost? Where do you ship to?
We ship within the United States and internationally as well including Canada, Australia, Columbia, Singapore, Thailand, United Kingdom, France, Germany, Italy, Ireland, The Netherlands, Denmark, Egypt and The Netherlands. Please note that when shipping internationally we have no control over the custom fees/duties, in most cases our customers aren’t required to pay them but it may occur.
Do you ship to a PO Box?
Yes we ship to PO Boxes, when shipping to a PO Box you must select USPS as the shipping option or the package will be undeliverable and returned back to us.
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 15% restocking fee if you're returning items due to personal preference and not a mistake made by HIGH FIVE (wrong, broken, defective items, etc...). We also accept returns if you want to exchange item(s) for the same item(s) but in a different variation for example if you chose the wrong joint size, gender, color, etc… you can send it back and exchange it for a different one. All returns or exchanges will need to be sent back to us using your own postage/label, for exchanges once we receive the item(s) you want to exchange a shipping fee(depending on the weight of the item) will need to be paid in order to send out the product you want to exchange. In addition, original shipping costs are non refundable since we already paid to send the package to you the first time.
We only accept returns or exchanges for product(s) that are unused. We do not accept returns or exchanges for used products under any circumstances. All returns and exchanges must have a valid RMA number to be processed, please do not send back products without first filling out the form below or it will be very confusing for everyone. You can start a return or exchange using the link below:
What if an item arrives broken?
We inspect and double check every package that we send out to ensure the contents arrive in the same condition as they left. Unfortunately once the package has been given to USPS/FEDEX, we cannot control what happens to the contents but in the unlikely event that item(s) do arrive damage, broken or defective, HIGH5 will replace the item(s) free of charge. Simply contact us within 48 hours of delivery, provide your order number and clear photos of the damaged item(s) and we’ll take care of the rest. Please do not throw anything away, depending on the item(s) we might need you to return the package with a pre-paid shipping label provided by us. You can file a claim by using the link below. Please note we do not accept returns on broken/defective items that are used, there are no exceptions. If the product arrives broken or defective please do not use it!
- Please click the link below to start the process, we will ask that provide your order number, clear photos of the damaged item(s) as well as the packaging.
- If we request items be sent back we will generate a pre-paid shipping for you to send back the items at no additional cost.
- We will replace the broken item(s) at no additional cost.
What if I entered the incorrect/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 so please double check the information entered is correct. If you realize that the information you entered was incorrect/incomplete please contact us immediately and we might be able to correct the address before it’s sent out. We can’t guarantee we’ll be able to change the address but we’ll do our best. Please be aware that in the event your package is returned due to incorrect/incomplete shipping information we will require that shipping be paid again in order to resend the package. The most common mistake for incorrect/incomplete shipping information is a missing unit/room/apt# so if you live in an apartment complex or building please include it!
Where does HIGH5 ship from?
All orders are shipped directly from our warehouse in California.