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FAQ

FAQ

Shopping With HDE:

How do I place my order online?
Do you have in-store pick up available?
What happens when I sign up for your newsletter?
Can I order by phone?
What does the availability status of an item mean?
Can you notify me when a product is back in stock?
What is your privacy policy?
I have a coupon code I want to use. What can I use it on?

Placing Your Order:

What methods of payment do you accept?
I made a mistake on my order! Can I change/fix it?
Can I add, change or remove items from my order after it has been submitted?
What information do I need to provide for inquiries about my product?
Will I be charged sales tax?
Do you ship outside the U.S.?

Shipping & Tracking:

When will my item be shipped?
How can I track my package?
When can I expect to receive my package?
How much is the shipping & handling (S/H) cost?
Do you ship to P.O. boxes?

Issues and Troubleshooting:

Why was I asked to verify my address?
What do I do if I need to return my item for an exchange or refund?
My product does not work, what can I do with it?
What is an RMA#?
I have lost the driver/software for my product, where can I get another copy?
Are there instructions on how to use my product?




Shopping With HDE:

How do I place my order online?

As you find items that you'd like to purchase online you can add them to your cart by pressing the "Add to Cart" button located on each item page. Once you have added everything you'd like to purchase to your cart you can see your shopping cart by clicking on the "Checkout" button located in the top, right corner of the screen. All of the items you have selected to add to your cart will be displayed here with the name, a small graphic, the number of units you added to your cart, and the price per unit. Your total order amount will be shown to you, and if you are happy with everything in your cart you can fill out your information below your item details. Once you have provided us with your shipping and billing information we'll send you a confirmation email detailing what you have ordered, and we will send another email when your order has shipped.

Do you have in-store pick up available?

We're sorry, but we do not offer store pick up at this time. However with we will try to work with you to ship your order when and where you need it. If you have any additional questions regarding our shipping policies and rates, please refer to our
Shipping page.

What happens when I sign up for your newsletter?

The newsletter is our way of letting you know about store sales, exclusive subscriber coupons and other store events. We typically send these newsletters out once a month, so your inbox does not get flooded with emails when you subscribe. You will also be free to unsubscribe whenever you want just by clicking the link at the bottom of the emails you receive from us.

Can I order by phone?

We prefer that you utilize our excellent website to place your order, but should you find that it is lacking somewhere and you need assistance ordering you can call us at 1-877-433-1688. While you have us on the phone, we'd welcome your feedback on why you chose to place your order on the phone versus our website.

If you would like to speak with someone in regards to bulk purchasing, please either send us an email at sales@shophde.com or call 1-877-433-1688 and ask to speak with someone regarding bulk purchasing.

What does the availability status of an item mean?

When you see that an item is "in stock," it means that it is currently in our warehouse in Pennsylvania waiting to be placed in a package just for you!

If you see "out of stock" on an item it means that your item is most likely on its way to our warehouse from one of our many suppliers, but not currently available for you to purchase.

Can you notify me when a product is back in stock?

We are currently working on this feature, we hope to have it up within the next few months.

What is your privacy policy?

We think your privacy is very important, please visit our
Privacy Policy page to read our terms.

Placing Your Order:

I have a coupon code I want to use. What can I use it on?

Depending on what type of coupon you have, you can apply your coupon code at checkout on your entire order or just on a particular item. You will have to read your coupon for the full details. Typically if you have received a coupon for a percentage off of your entire purchase, you may find in the fine print that sale items are excluded from this discount. Something always true though is that you will only be able to use one coupon per order and the maximum savings per coupon is $200.

What methods of payment do you accept?

We try to make checking out with us as simple as possible which is why we offer an option to pay via a major credit card or by using your PayPal account. Acceptable credit cards are MasterCard, Visa, American Express, and Discover.

I made a mistake on my order! Can I change/fix it?

Please try to call us at 1-877-433-1688 as soon as you realize you've made a mistake and we'll see what we can do. We are committed to shipping your order within 1 business day, which means that we cannot guarantee our ability to update any information before your item is shipped if you do not contact us immediately.

Can I add, change or remove items from my order after it has been submitted?

Your order can only be adjusted by calling our customer service team at 1-877-433-1688. Once your order has been invoiced, changes cannot be made to the order. Once your order has shipped, your order cannot be voided.

What information do I need to provide for inquiries about my product?

Please provide us with your full name and your order number.

Will I be charged sales tax?

Because we are based in Pennsylvania, if you are shipping your item to Pennsylvania you will be required to pay Pennsylvania's 6% sales tax, just as you would if you were shopping at a store here. Your total order amount, including shipping, will be taxed this amount.

Do you ship outside the U.S.?

Currently we only ship to the United States, Canada, and the United Kingdom.
! Please be aware that we will not ship any products that contain lithium ion batteries outside of the United States. We apologize for the inconvenience.


Shipping & Tracking:

When will my item be shipped?

Your item will usually be shipped within one business day.

How can I track my package?

Once your order has shipped a shipping notification will be generated on your behalf and sent to the email address you provided when you made your purchase. This email will contain a shipping number that you can use on the appropriate shipping service site to track your package. In most cases the site you visit to track your package should be www.usps.com. If you think that you did not receive a shipping notification from us, please check your spam mailbox to make sure that it was not sent there. If you still do not see an email, please contact us.

When can I expect to receive my package?

This is dependent on the shipping method you chose at checkout. Typically for standard shipping your package should take 3-8 days, depending on your location within the U.S., the closer you are to PA, the sooner you should expect to see your order. Packages going to Canada and the United Kingdom can take a little longer because they have to go through customs clearance. If you have selected to have your item shipped via expedited shipping, your package should be delivered within 3 business days.

How much is the shipping & handling (S/H) cost?

Please see the costs chart on our
shipping page.

Do you ship to P.O. boxes?

Yes, unless your order is unfit to be shipped to a P.O. box, such as if it is over 70 pounds.

Issues and Troubleshooting:

Why was I asked to verify my address?

Sometimes our system may not be able to verify your address, in these circumstances we will either call you or send you an email to confirm that you entered the correct address into the shipping / billing address field at checkout.

What do I do if I need to return my item for an exchange or refund?

Please visit our
Return & Exchange Policy page for information regarding this process.

My product does not work, what can I do with it?

We have a 30 day return / exchange policy to make sure you have enough time to test out your product and make sure it functions the way you expected. If your product is not functioning as it should, we would be more than happy to replace it for you or offer you a refund. Please contact us so we can help resolve the matter as quickly as possible for you. If you would like more information about returns, please visit our
Return & Exchange Policy page.

What is an RMA#?

RMA stands for Return Merchandise Authorization. In order for us to accept returns of our products they must be returned with one of these numbers. This number allows us to quickly identify your return, which in turn allows us to quickly process it for you. Please visit our
Return & Exchange Policy page for more information about how to obtain an RMA number.

I have lost the driver/software for my product, where can I get another copy?

Please visit our
Product Support section. Here you can locate your SKU and find all applicable instructions and software downloads for the products we sell.

Are there instructions on how to use my product?

If we have instructions on how to use your product it will be listed within our Product Support section. Please follow this link to visit our Product Support section:
Product Support. Here you can locate your SKU and find all applicable instructions and software downloads for the products we sell.


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FAQ