Shipping policy
At Hoxlock, we want your order to arrive safely and clearly. This Shipping Policy explains how we process orders, where we ship, estimated delivery times, free shipping, tracking, and what to do if there is a delivery issue.
Order Processing Time
Most orders are processed within 3 business days, Monday through Friday, excluding holidays.
Orders are fulfilled Monday through Friday. Our daily order cut-off time is 5:00 PM local warehouse time. Orders placed after the cut-off time, on weekends, or on holidays may begin processing on the next business day.
During peak seasons, holidays, promotions, or high order volume, processing may take longer. Some orders may require additional verification for payment security or address accuracy.
Shipping Destinations
Hoxlock currently ships to the countries and regions available at checkout. Supported destinations may include:
United States
Canada
United Kingdom
France
Australia
Japan
Mexico
If your country or region is not available at checkout, please contact us to ask whether shipping may be available.
Shipping Methods and Delivery Time
Available shipping methods and estimated delivery times are shown at checkout based on your delivery address.
After processing and shipment, transit time is usually 3 to 5 business days. The estimated total delivery time is usually 6 to 8 business days, including handling and carrier transit.
Delivery times are estimates and may vary due to destination, carrier availability, customs, local delivery conditions, weather, holidays, or circumstances outside our control.
Shipping Costs
Hoxlock offers free shipping on eligible orders to countries and regions available at checkout. Any shipping cost will be shown before payment.
Customs, Duties, and Taxes
For international orders, customs duties, import taxes, VAT, brokerage fees, or other local charges may apply. These are determined by local authorities and are the customer’s responsibility unless stated otherwise at checkout. Hoxlock is not responsible for customs or import delays.
Order Tracking
After shipment, you will receive a confirmation email with tracking information. Tracking updates may take 24 to 48 hours to appear. Orders shipped in multiple packages may have multiple tracking numbers.
Incorrect or Incomplete Shipping Address
Make sure your shipping address is correct before ordering. Additional charges may apply if an order must be shipped again because the customer provided an incorrect or incomplete address.
Undeliverable, Refused, or Unclaimed Packages
If a package is returned because it was refused, unclaimed, or undeliverable, we will contact you. If a refund is issued, return shipping, carrier fees, or costs caused by refusal, non-collection, or an incorrect address may be deducted unless prohibited by law.
Lost Packages
If tracking has not updated for an unusual period or a package appears lost, contact us. We may investigate with the carrier. If the carrier confirms loss before delivery, Hoxlock will provide an appropriate solution, such as replacement or refund.
If tracking shows delivery but you cannot locate the package, first check your mailbox, entrance, reception, parcel locker, neighbors, or local carrier office, then contact us.
Damaged Packages or Items
Inspect your order promptly. If an item arrives damaged, defective, missing parts, or incorrect, contact us within 7 days of delivery and include the order number and clear photos or videos of the product, packaging, shipping label, and issue.
Shipping Restrictions
Some products may be subject to carrier or destination restrictions. If a product cannot be shipped to your location, it may not be available at checkout.
Contact Us
Email:
Phone:
Customer support hours: Monday to Friday, 9:00 AM to 6:00 PM EST.
We aim to respond within 24 to 48 hours on business days.