HyperSKU works with variety of suppliers and each supplier has their own after-sale policy. We totally get the complexity of running an eCommerce store, that’s why here at HyperSKU we offer universal refund and reshipment policy for users! Our users will deal with HyperSKU directly for all refund and reshipment cases.

HyperSKU’s Refund and Reshipment Policy

The order is lost during transportation. In the case that the order is lost by shipping carrier according to the tracking code update, seller can request either refund or reshipment.

The product is damaged or incorrect. In the case that customer claims that the product is damaged or incorrect, seller can request either refund or reshipment within 5 days of the order delivered. Please provide proof (such as photo or video) along with the request.

The order is missing. In the case that the order is marked as delivered but customer claims they didn’t receive it, the customer should contact the last mile carrier and report the issue. The seller can request a refund if seller fully refunded the customer.

Late shipment of HyperSKU Standard Shipping and HyperSKU Economy Shipping. In the case that delivery takes longer than 30 days, seller can request refund if seller fully refunded customer. We do suggest customer wait a bit with patience, due to current shipping delays caused by COVID-19.

Delivery problems caused by customer. In the case that shipping delay or delivery failure caused by incorrect address, incorrect phone number, or other factors caused by recipient, HyperSKU does not offer refund or reshipment, and is not responsible for extra service fee caused. We suggest customer contact last-mile shipping carrier for another delivery attempt. If delivery fails and last-mile carrier returns the parcel to processing center (processing warehouse/ processing hub), HyperSKU can arrange redelivery attempt at cost of 10 USD per parcel.

Force majeure. HyperSKU is not responsible for shipment issues caused by force majeure, such as natural disaster, strikes, or war outbreak.

HyperSKU does not handle returns. In the case of delivery failure and last-mile delivery carrier returns the package to processing center (processing warehouse/ processing hub), HyperSKU can arrange redelivery attempt at cost of 10 USD per parcel, or the package will be trashed.

How to Request Refund or Reshipment

Sellers must send the refund or reshipment request within 5 days of the order marked as delivered according to tracking code.

HyperSKU will check your request and will issue refund or arrange reshipment, if the proofs are valid. During the process, HyperSKU might ask for more information and seller should provide it within two business days.

How HyperSKU Handles Refund and Reshipment

Refund process

After HyperSKU accepts the refund request, it takes two business days for internal team to process the refund.

The money will be refunded to the original payment method. After HyperSKU doing the refund, it might take several business days for the fund to appear in seller’s balance.

The payment service provider might charge transaction fees or handling fees, and HyperSKU is not responsible for it.

Reshipment process

After HyperSKU accepts the reshipment request, HyperSKU will start to purchase and process within 2 business days.

HyperSKU will make decision on the shipping option, and it might be different from the original shipping option. Tracking code will be provided with seller.

Redelivery attempt for failure caused by customer providing incomplete or incorrect address

HyperSKU and its shipping partners thrive to deliver parcels according to shipping addresses provided. However, when customer provided incorrect or incomplete shipping information (for example address without phone number), it might lead to unsuccessful delivery, and the package will be returned to delivery hub. Usually the delivery hub with last-mile carrier will make another delivery attempt. If still fails to deliver, the package will be further returned to processing warehouse, from where HyperSKU can arrange the final redelivery attempt at cost of 10 USD.

HyperSKU is not responsible for unsuccessful delivery caused by customer providing incorrect or incomplete shipping information. We strongly recommend you to advice customer to contact last-mile delivery carrier to arrange redelivery, which is usually free of charge; While HyperSKU can help to arrange redelivery attempt at fixed cost of 10 USD per redelivery attempt.

  • HyperSKU Team will ask seller for updated shipping address as soon as get delivery failure notification from carrier. Please respond to HyperSKU with correct shipping address within three business days.

  • HyperSKU will refund/reship at its own cost, if fails to notify seller within three business days of package returned to processing warehouse.

  • Redelivery is not eligible for packages over 3 KG.

For example, with contactless delivery, delivery person calls the recipient prior. If no phone number was provided, incorrect phone number was provided, or the recipient doesn’t answer, it will be marked as unsuccessful delivery and the parcel will be returned to delivery hub.

You might also want to know:

How to change shipping address for an order

Shipping liquid, bulky, overweight, and fragile products

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