SHIPPING, DELIVERY & CUSTOMS
IMPORTANT CORONAVIRUS RELATED NOTICE
OUT OF STOCK ITEMS & ESTIMATED RESTOCKING DATE
All of our products are made in Japan and our inventory shipments from Japan are temporarily suspended and delayed. Therefore, the expected restocking day for all sold out items is hard to predict at this time. Due to extremely high demand and limited supplies available, some of our products may be sold out or become sold out in the near future. If you need our product in a hurry, we recommend placing an order while supplies lasts.
A promotional item that is sold out will be compensated as a discount and refunded for the value of the item. Please write a promotional code on the note section of the order. Promotional item will not be shipped separately later when it is back in stock.
SHIPPING & DELIVERY DELAY
Orders will be fulfilled at our US location while supplies last, and our current shipping status is as usual (1-3 business days), however, it may be delayed without prior notice due to the changes in the circumstances. Please expect a coronavirus related delay.
The coronavirus pandemic has caused many countries/territories to take measures such as stopping the acceptance of international parcels as well as considerable suspension and reduction of flights and freight. In connection with this measure, the destinations subject to partial or entire suspension will be 160 countries/territories in total. Please check the current status of your country before you place an international order. Items that have already been shipped and cannot be dispatched to their destination countries may be returned to us.
Please note that the situation with the virus is changing day by day around the world and we can not predict the expected delivery date. Unfortunately, this is beyond our control and there is nothing we can do to help with the shipping delay issues. For delivery status, please visit the shipping company website using the tracking number provided in the shipping confirmation email and contact them directly.
ESTIMATED SHIPPING DATE & DELIVERY
All orders are fulfilled in the order received. Most orders will be shipped the same day or 1 - 3 business day from Oregon, USA. Pre-orders will be shipped within the estimated shipping schedule provided. The tracking number will be emailed to the customer when the order is shipped. Signature confirmation is required upon receipt.
If the package is returned to us by the carrier or customs officials, the purchaser is still responsible for any additional return shipping costs and fees. These fees will be deducted from the total refund amount. A 15% restocking fee will be applied to orders returned in original condition by the carrier or customs officials as "unclaimed", "refused", "unable to deliver", "incorrect address or name", "no response after few attempts made to deliver", or "illegal to import".
CARRIERS & SHIPPING OPTIONS
Various services from USPS, UPS and DHL are available. Shipping cost estimates require the full shipping address be provided. Customers can select different options at checkout.
U.S. DOMESTIC & SPECIAL LOCATIONS
Orders shipping to Alaska, Hawaii and rural domestic addresses require one or more additional days to deliver. Shipments to P.O. Box addresses may require additional processing time at the destination facility. Shipments to APO/FPO addresses require additional processing time after delivery to the military post office.
Purchaser is responsible for informing us of the reliability of the delivery service in the destination country. If the destination country’s delivery service is not reliable, we encourage you to arrange a third-party shipping/forwarding service to ensure safe delivery of your order. If the purchaser fails to inform us, Holy Hydrogen cannot be responsible for delivery service in countries outside the United States. We may not be able to ship to a country where unreliable postal services exist.
Once the package leaves the U.S. and is released to the destination country’s customs office and/or local carrier we cannot contact the customs office or the local carrier. Custom procedures can cause delays beyond our original delivery estimates. Neither Holy Hydrogen nor the carrier can be held responsible for any delays caused by the customs office of the destination country.
The recipient is the “Importer of Record” and it is the importer's responsibility to assure that the products can be lawfully imported to the destination country. Some countries have certain restrictions and your order may not meet delivery requirements. Customs policies vary widely by each country. We highly encourage you to contact your local customs office prior to placing the order and inform us of any important regulations and requirements.
Customs Declaration Forms are completed by Holy Hydrogen and the Lourdes Hydrofix will be shipped as "Water Filtration System" with the proper tariff code. We are required by law to disclose the actual purchase price of the product for Customs Declaration Forms and we cannot reduce the dollar value of your invoice or mark your package as "gift".
CUSTOMS CLEARANCE PROCESSCustoms clearance processing time is unpredictable and completely up to customs officials. We cannot predict time to completion if the package is held by customs officials. Shipper/Holy Hydrogen does not have authorization to assist in the customs clearance process on behalf of the receiver/importer. It is the importer’s responsibility to comply with the laws and regulations of the destination country’s customs for all customs clearance inquiries and requirements. Additional information may be requested of the recipient by customs officials in order to finalize clearance of the package. If customs officials request additional information or documents from the shipper/Holy Hydrogen, please contact us. Customs offices in some countries require the importer to provide a particular form of identification before releasing a shipment. You may be required to provide an identification number such as a unique identification number, CPF, or tax ID. (Countries/Regions that require an identification number include Brazil, Chile, China, Ecuador, India, Israel, Peru, Qatar, South Africa, South Korea, Taiwan, and Turkey.)
International orders may be subject to import taxes, customs duties, and fees levied by the destination country. We have no control over these fees, nor can we predict what they may be. Any additional charges for customs clearance are not included in the item price or shipping charges and are the responsibility of the recipient.
This information is subject to change without notice.