We value your privacy and work hard to guarantee that 100% of your information is safe with us. One part of that process includes discreet shipping and billing. When you order from us there is no need to worry about anyone knowing what is inside your package. Each order is packaged in a plain brown or white box with no store or product information listed. We promise that no mention of product or "HOTBOX" will be displayed on your package.
For international shipments it is required that we list product names and values on the customs forms. In this case if you are outside the US you will see product information but everything else will be the same as above.
All purchases made from our site must will appear on your statements as "HOTBOX" however there will be no mention of "smoke shop" or anything similar to protect your privacy. Product names will NOT be listed on your statements, just the order total, date, and "HOTBOX".
UNITED STATES POSTAL SERVICE (USPS) & FEDEX:
HOTBOX is proud to ship our packages using the United States Postal Service (USPS) and FedEx. We have found USPS and FedEx to be the most cost effective solution for our customers. We currently offer economy and expedited shipping options for both domestic and international orders. Shipping rates and estimated times are received from the shipping carrier and automatically calculated during checkout based on the geographic location of the recipient and the size/weight of the shipment. Adult signature may be required upon delivery.
SHIPMENT TRACKING & INSURANCE:
USPS Priority Mail and all FedEx services offer full tracking capabilities, which includes updates once package is shipped, reaches a shipping hub and once the item is delivered, these also include insurance up to $100 in case your package is damaged. USPS First Class Mail also includes tracking but is limited to when the package is shipped and when it is delivered; First Class Shipping does not include any insurance on your package. Tracking numbers will be sent to you via email as soon as your order is fulfilled.
Please allow up to 24 hours for your tracking information to update after shipment confirmation is received.
All deliveries will require adult signature upon delivery.
We do our very best to ship orders as quickly as possible. Normal shipping days are Monday - Friday only and do not include national holidays. This schedule may vary slightly during extremely busy times such as sales events and holidays. Estimated shipping times provided by carrier at checkout refer to the number of days to receive your package after the shipment has been picked up from our warehouse in Colorado.
Packages shipped domestically via USPS Priority Mail and FedEx Home Delivery are typically delivered within 2-3 business days. Although First Class Mail offers a more economical shipping solution, delivery times can be considerably longer than Priority Mail or FedEx services. Packages shipped domestically via USPS First Class mail are typically delivered in 2-9 days depending on the distance from our distribution center in Missouri (not including Hawaii and Alaska). These times are estimated by the United States Postal Service and are not guaranteed through HOTBOX. Shipments delivered outside the estimated delivery date are not the responsibility of HOTBOX and will not be refunded. Estimated shipping times may vary slightly during extremely busy times such as sales events and holidays.
Packages shipped outside of the USA via Priority Mail International are typically delivered in 6-10 business days after shipment. Packages sent outside the USA via First Class Mail International will have varied delivery times which can be up to 20 business days for remote areas.
HOTBOX® also offers USPS Priority Express International and DHL Express as expedited options for international customers. Orders shipped with these methods are typically received in 3-4 business days.
INTERNATIONAL CUSTOMS, DUTIES AND TAXES
The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; HOTBOX has no control over these charges, nor can HOTBOX predict what they may be.
Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
Please note, it is your responsibility to know the laws and regulations of importing our products into your country. If your shipment is confiscated by customs you will not be refunded.
There are several reasons a package could be returned to our warehouse as undeliverable to address. These reasons may include item is too big for PO box, incorrect address, incorrect address format, failed delivery attempts, damaged during transit, other transportation problems, unable to export or other address problems.
When packages are returned as undeliverable you will be contacted via email and provided with a full refund (additional shipping charges will not be refunded).
Orders that are returned to HOTBOX® as undeliverable are not able to be re-shipped. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our website.
If you suspect your package is undeliverable you will need to wait until the package is received back to our warehouse to receive a refund. However, you are welcome to place a new order in the mean time and your original order will be refunded as soon as it is returned.
NOTE: It is your responsibility to be aware of import regulations in your country. If your product is returned to us because an item or items you ordered cannot be imported to your country you will not receive your order and it will be refunded minus shipping costs.
RISK OF LOSS:
All items purchased from HOTBOX are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon tender of the item to the carrier.
If your tracking information shows that your package has been delivered but you have not received your package you will need to contact your local USPS branch to resolve the issue.
Updated by HOTBOX on October 30, 2019