Shipping policy

This policy explains how orders placed with Hayes & Brooks are processed, shipped, and delivered to addresses in the United States. For questions about a specific order, visit /account or contact us using the details at the bottom of this page.

Order processing

Orders are processed within 1–3 business days of being placed. The daily order cutoff is 17:00 (America/New_York). Orders placed before the cutoff are counted toward that day's processing; orders placed after the cutoff are processed starting the next business day.

Orders are not processed on weekends or public holidays. An order placed on a Friday evening, Saturday, or Sunday begins processing the following business day.

If you need to cancel an order, this is possible within 3 hours of placing it, provided it has not yet been packed. To request a cancellation, contact us as soon as possible using the details below.

Delivery

Orders ship from our partner warehouse in China. Tracked delivery to addresses in the United States takes 7–15 business days from the time an order ships, which is why delivery times are longer than they would be for a domestic shipment within the US.

Total time from order placement to delivery is the sum of processing time (1–3 business days) and delivery time (7–15 business days).

Shipping cost and destinations

Shipping is free on all orders shipped to addresses in the United States, with prices shown and charged in US dollars (USD).

We currently ship to the United States only. If your delivery address is outside the United States, we are unable to fulfill your order at this time.

Tracking your order

Once an order ships, a tracking number is provided. You can view the status of your order at any time by visiting /account.

Delays

Occasionally, deliveries may take longer than the estimated window due to factors such as customs processing or carrier delays. If your order has not arrived within the stated delivery window, contact us and we will look into the status of your shipment.

Incorrect address

Please review your shipping address carefully before completing checkout. If you notice an error, contact us immediately; we can update the address only if the order has not yet been packed. Once an order has shipped, we are unable to redirect it, and we are not responsible for orders delivered to an incorrect address supplied at checkout.

Undeliverable parcels

If a parcel is returned to the sender as undeliverable, for example due to an incomplete address or a failed delivery attempt, we will contact you to arrange reshipment or a refund. Additional shipping costs may apply for reshipment in this case.

Payment methods

We accept Visa, Mastercard, American Express, Shop Pay, Apple Pay, and Google Pay. For more detail, see /pages/payment-options.

Related policies

For information on returns, refunds, and cancellations, see our refund policy. For common questions about orders and delivery, see our FAQ. For details on how we handle your personal information in connection with shipping, see our privacy policy.

Contact us

Company: Nienanie (Hayes & Brooks)