FAQ
FAQ
Got questions? We got answers. Hit ctrl+F to search this page, or scroll through. If you don't see what you need, email support@hmservices.llc and we'll handle it.
SHIPPING & DELIVERY
How long will my order take to arrive?
Total time is processing time plus shipping time. We process within 2 to 5 business days, then standard delivery is 7 to 14 business days in the US and 10 to 21 business days in Canada. So most orders land within 2 to 3 weeks of being placed. Some sooner.
Where do you ship?
United States and Canada. More regions coming. Drop your email at the bottom of any page to get the heads up when we expand.
How much does shipping cost?
Free shipping on orders $100 and up, both US and Canada. Under $100 it's $8.95 flat in the US and $19.95 flat in Canada.
Why does Canadian delivery take longer?
Customs. Every order crossing the border gets reviewed by Canadian customs which adds a few days. We bake that into the estimate so you're not surprised.
Will I get tracking?
Yes. Every order ships with tracking. You'll get a shipping confirmation email with the tracking number once your order leaves the warehouse. You can also check tracking by logging into your HMSTOCK account.
My order has multiple items but only some arrived. What happened?
Multi-item orders sometimes ship in separate packages from different fulfillment centers. The rest is on the way and you'll have separate tracking for each shipment. If something is more than 5 business days late from the rest, email us.
Do you ship to PO Boxes or APO/FPO addresses?
Most products yes, some no depending on the carrier and the supplier. If we can't ship to your address, you'll see a notice at checkout or shortly after, and we'll refund you in full.
Will I have to pay customs fees on Canadian orders?
Possibly. Canadian customs may charge duties, GST/HST, or brokerage fees on incoming international packages. These are paid directly to the carrier or customs, not to us. We can't predict them in advance. If you refuse to pay customs and the package gets returned, we can't refund the order.
RETURNS, REFUNDS & ORDER CHANGES
What's your return policy?
14 days from delivery to start a return on eligible items. Items need to be unworn, unused, with tags, and in original packaging. Customer covers return shipping unless the item arrived damaged or wrong.
How do I start a return?
Email support@hmservices.llc with your order number and the item you want to return. We'll send you instructions. Don't ship anything back without contacting us first or it won't be accepted.
How long until I get my refund?
Once we receive and inspect the return, refunds are processed within 10 business days. After that it can take a few extra days for your bank to post the refund to your account.
Do you offer exchanges?
No direct exchanges right now. The fastest move is to return the original for a refund and place a new order for what you want.
Can I cancel my order?
You have 2 hours from when you place the order to request a cancellation. After that the order may already be in fulfillment with our supplier and can't be stopped. Email support@hmservices.llc immediately with your order number.
My item arrived damaged or I got the wrong thing. What do I do?
Email us within 7 days of delivery with photos and your order number. We'll cover return shipping and either send a replacement or issue a full refund including the original shipping cost.
PRODUCTS & ORDERING
Where do your products come from?
We're a curated marketplace. We don't manufacture our products, we source from suppliers and fulfillment partners we vet. Every product on the site is here because we'd actually buy it ourselves.
Are your products authentic?
Yes. We work with legitimate suppliers and fulfillment partners. We don't sell counterfeit anything.
How do I know what size to order?
Every product page has sizing info from the manufacturer. If you're between sizes or unsure, email us before you order and we'll help you out.
Why don't you sell [insert product]?
Because we haven't found one good enough yet, or it's not in our lane. We'd rather skip a product than stock something we wouldn't buy ourselves. New stock drops weekly though, so check back.
ACCOUNT & PAYMENTS
Do I need an account to order?
No, you can check out as a guest. But having an account makes tracking orders, doing returns, and reordering way easier.
What payment methods do you accept?
Major credit and debit cards, Apple Pay, Google Pay, Shop Pay, PayPal, and other methods that show up at checkout.
Is my payment info secure?
Yes. We don't store full credit card numbers. All payments are processed by encrypted, PCI-compliant payment processors (Shopify Payments, PayPal, etc). Our site uses SSL across every page.
Will you sell or share my email?
No. We don't sell your data, ever. Full breakdown of how we handle your info is in our Privacy Policy.
I forgot my password. What do I do?
Click "Login" then "Forgot password" on the sign-in page. We'll send a reset link to your email.
GENERAL
When does new stock drop?
We restock weekly. Best way to know what's new is to drop your email at the bottom of any page or follow us on social when we launch there.
Do you have a physical store?
Not yet. HMSTOCK is online only for now.
How do I get in touch?
Email support@hmservices.llc. Real people read every email and we usually reply within 1 to 2 business days.
Still didn't find what you needed? Hit us at support@hmservices.llc.
The HMSTOCK team
