Frequent Asked Questions
Below are some of the most frequently asked questions from customers. If you cannot find the answer, please contact us at [email protected] for the most accurate response.
General
Hi Vis Clothing offers fashionable, protective apparel that goes beyond just safety. As a specialized company, we provide trendy visibility clothing suitable for all purposes, including construction work, cycling, or low-light conditions. Our extensive collection of t-shirts, hoodies, polos, and long sleeves prioritizes both style and safety. Stay visible with our versatile, on-trend designs that allow you to maintain your personal fashion sense. We are committed to keeping you safe in clothing you love. Discover the perfect blend of protection and style with our collection of stylish safety apparel.
Our goal is to produce the most personalized apparel. To achieve this, we ship directly from our factories in Vietnam and China.
However, we also offer products that meet the common needs of everyone. You can find them on our online store.
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Track Order Page: Visit the Orders Tracking page on our website and enter your order information (email and order ID) to check the status.
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Confirmation Emails: Check your fulfilled confirmation emails for the tracking number. Look for email titles like "Order #HC fulfilled" or "Order #HC** confirmation."
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Fulfilled Email: Once we ship your package and generate a tracking number, you will receive an email titled "Order #HC** fulfilled." The tracking number can be found in that email.
Tracking information may not update immediately due to reasons such as:
- Newly created tracking numbers may take 3 - 5 business days for updates.
- Scanning may not occur until the package reaches the regional hub near the destination.
- Updates may not appear during transit between the origin and destination countries.
If your tracking status remains unchanged for over 10 days, please contact us for immediate assistance.
Payment
At Hivis Clothing, we are committed to providing you with a seamless payment experience. As such, we accept payment methods:
- Paypal
- Apple Pay
- Credit/Debit card
Rest assured, you can trust our payment system to keep your transactions secure and confidential.
If you notice a charge from HiVis Clothing Store in your transaction details but did not make a purchase, please reach out to us immediately via the call or email us at [email protected]. Our team will promptly assist you.
At HiVis Clothing Store, we prioritize your privacy and security. To prevent scams or fraudulent activity, we only process payments with the card owner's permission and utilize an internal Fraud Detection system to review transactions.
Rest assured, we are committed to providing you with the best possible assistance in such cases. Please inform us as soon as possible.
Shipping fees are estimated based on your quantity of order, detail in Shipping Policy page.
Will there be additional fees?
Some countries may require imported fees, customs fees, or handling fees upon receiving the package from the delivery service. Not all countries have these fees, as it depends on the regulations of your country, and it is beyond our control. Additionally, these fees will be charged by your government.
To apply a promo code, simply enter it on your cart page or during checkout. After entering the code, click on "Apply." If the promo code is successfully applied, you will see the discounted amount reflected in the Total bill.
Manage or Cancel order
To place an order on our Hivis Clothing Store:
- Browse and select products.
- Add chosen items to your cart.
- Review the cart and proceed to checkout.
- Provide shipping and payment details.
- Review your order and click "Place Order".
- Receive an order confirmation email.
For any assistance, contact our customer support.
Once your order has been successfully placed, you can typically expect to receive an email containing your order information from us within a few hours. Kindly check your spam folder as the confirmation email may occasionally end up there instead of your inbox.
If you haven't received the confirmation email after 24 hours, it could be due to a failed order placement, errors in our mailing system, or a mistyped email address during the order process.
Please feel free to contact our support team, and we will be happy to assist you in checking your order status and resending the confirmation email to the correct address.
If you encounter difficulties completing your order on the checkout page, please consider the following suggestions:
- Ensure all mandatory fields on the checkout page are filled out correctly.
- Clear your browser's cookies and cache to ensure it is loading the latest updates for a smooth shopping experience with us.
- If you are using a mobile device, try placing the order using a computer instead.
- If a payment error occurs and your order cannot be placed successfully, double-check the details of your credit card (VISA, MasterCard, AMEX), including the card number, expiration date/year, and CVC. You can also try using another credit card or PayPal as an alternative payment method.
If we do not receive your answer within 2 days after require additional information for your order (if we need more order information), your order will be canceled.
Please contact us soon with the most correct shipping address and our Customer Support team will fix it for you
Once you have placed your order, you have a 6 hours timeframe window to cancel the item with any condition. After this timeframe, if you still wish to cancel, please contact us for further assistance. Please note that cancellation is not assured at this stage, as it depends on whether the order has been processed or not.
I apologize for any inconvenience caused. If your country is not listed in the shipping information, it means that we are currently unable to ship our products to your location temporarily. This decision is based on a high percentage of unsuccessful deliveries we have experienced in that specific region.
Refund and Replacement
For cancel on orders not self-fulfilled by the customer, please email [email protected] for cancellation instructions and refund assistance. Provide your order details in the email for a prompt response.
Due to the personalized and customized nature of our products, we regret to inform you that we do not accept return orders for changes of mind.
However, if you encounter any errors in production or shipping with the product you receive, please contact our customer care team at [email protected]. We will work diligently to provide you with a swift and satisfactory solution.
a. Refund
Once the refund has been confirmed by Stripe, the refunded amount will be reflected in your payment account within 3-5 business days for PayPal and 7-10 business days for Credit Card, depending on your bank's processing time.
b. Replacement
If you agree to the estimated delivery time, we will proceed with the replacement immediately. Please note that personalized items require a processing time of 3 to 5 business days.
If you are experiencing any of the following situations, please feel free to contact with us to request a replacement item or a refund. Our custommer support will carefully review your request and provide you with the most suitable solution:
In most cases, you have the flexibility to choose between a replacement or a refund to your account, and We will respect your preferred choice. However, if we are aware of persistent delivery issues to your specific location, we may recommend a refund as the preferred option, despite our intention to provide a replacement.
For more detailed information regarding these situations, please refer to our Replacement & Refund Policy.