Frequently Asked Questions
DO I NEED TO GIVE MY TRUE DETAILS AND DO YOU KEEP THEM?
While any name can be provided for the delivery address, the customer assumes liability for any delivery issues that may arise. If the customer is not present at the delivery attempt, the parcel will be taken to the local Delivery Office for collection, and an ID will be required. It’s important to note that our company will not be held responsible for any incorrect delivery details provided by the customer. Our Team does not share any customer details and you do not necessarily need to register with us. We hold our servers in a secure location and in case of intrusion – we will destroy the data physically.
WHAT SHOULD I DO IF I’VE SENT THE WRONG AMOUNT?
Should you find that the payment sent is incorrect, we recommend sending the remaining amount promptly. You can use the same payment link provided in your order confirmation. By doing so, you ensure that your order is processed accurately and without unnecessary delays.
HOW IS MY ORDER SENT?
At Hiddenhillscali, orders are sent via Post. Express Delivery orders are sent as Special Delivery. The service aims to attempt delivery by 1.00pm on the next working day – exceptions apply to some addresses.
All orders are packed in discreet packaging so there’s no need to stress about family or roommates snooping on your Order.
HOW DO I TRACK MY ORDER?
Once your order has been dispatched, you will be notified via email and should have more info on the ‘Order Status‘ Page. As for the tracking number – it’s not commonly shared purely due to privacy reasons and it’s only used when the order has not been delivered / arrived within the expected timeframe or disputed. It guarantees that if the parcel is lost/stopped – then a replacement will be sent to you. It’s common practice in this kind of business and is used in dark web markets too.
I HAVE NOT RECEIVED MY ORDER – WHAT SHOULD I DO?
Our store has a 99% success rate on delivery as we take the packaging process extremely seriously. However, we believe that there might be cases when the package was lost when in the hands of the courier. If you have not received your order within the given time frame, please CONTACT US. We will investigate the position of your package. In the event that tracking data shows that your order is lost – we will provide a replacement free of charge. In the case your order has the status “Delivered” – no replacement is provided as we trust the courier data.
CAN I CHANGE OR MODIFY MY ORDER AFTER IT IS PLACED?
Orders can be changed or modified until an order is fulfilled. please email us at sales@hiddenhillscali.com
CAN I CHANGE OR MODIFY MY SHIPPING ADDRESS?
Due to age verification once your order has been placed, you cannot modify your address. You can change your shipping address in your account settings for future orders.
We are not responsible for customers not inputting the correct information.
Both Shipping and Billing addresses need to match.
WHAT IF MY ORDER ARRIVES DAMAGED?
Please carefully inspect your order promptly upon delivery. Should you receive a damaged or incorrect product, please contact our customer service support immediately by email at sales@hiddenhillscali.com
RETURN POLICY:
NO RETURNS ARE ACCEPTED
If you purchased our product through another source, you will need to go directly to that source for any returns.
WHAT IF MY ORDER APPEARS TO BE LOST OR STOLEN?
We are not responsible for stolen packages.