An item in my order is incorrect
If you have received an incorrect item, please let us know straight away by contacting our delivery team by emailing firstname.lastname@example.org. We will sort it out for you as quickly as possible.
Can I change the delivery address for an order that I have already submitted?
Yes, it is possible to change your delivery address once your order has been submitted, however you will need to do this quickly after you place your order. Please send an email to our dispatch team at email@example.com
Can I deliver to a P.O. Box
Unfortunately no. We use courier post to deliver our orders and they will only deliver to physical addresses.
Can I ship to an international address?
Yes, we ship internationally to Mexico, the South Pacific, East Asia, Canada, the UK and Europe. Delivery Charges are based on carrier quote from USPS. As new international t carrier options are available, your carrier quotes will be reflected in your checkout options. All orders will be printed with an Authority To Leave - this means the parcel may be left in a secure location without a signature if you're not there to receive the parcel. Please note that customs or import duties may be charged when the order reaches it's destination country. These must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies and charges will vary from country to country. We'd recommend contacting your local customs office for further information.
Has my order been shipped out yet?
As soon as your order has been dispatched from our Distribution Center, you will be sent an email confirmation to let you know that it's on it's way. Once we have sent out the email to let you know it has been shipped, you can track the order by going to the carrier site and entering the tracking # you receive in your confirmation of shipping email.
How long will my order take to arrive?
Once you have received an email informing you that your order has been shipped: our distribution center: Allow 1 to 3 business days in the U.S.: Allow 4-7 working days Rest of World: Allow up to 10 working days Usually orders are shipped out within 24 hours, but sometimes they may be held up for a little longer if we need to pull stock to complete your order back from store. Especially, in the first 2 weeks after a new collection is released.
How much does delivery cost?
Orders to U.S.: FREE on orders $75 and up, $5 on orders under $75. Until further notice international orders are priced based on carrier quotes available during checkout.
I have received a faulty item
We want all our customers to receive top quality product, so if you think there is a fault with an item you have received, let us know straight away by contacting our delivery team firstname.lastname@example.org. We will aim to resolve any issues with a faulty item as quickly as possible. It's important that we know as soon as you discover the fault. Please include as many details as possible about the order and the fault, and we will either replace or refund as soon as possible.
My Order status is suspended, what does this mean?
This means that your order needs to be manually reviewed before it will be dispatched. Orders are reviewed regularly, and this should not delay the dispatch of your order. In some cases, we may ask you to send us ID to prove that you are the owner of the card used to place the order.
One or more items is missing from my order
Sometimes, due to circumstances beyond our control we may not be able to fully supply all items that you ordered. When this happens we will send you an email notification to let you know that there will be items missing from your order. You will not be charged for items that are not sent. Please check your packing slip - this will show all items that should have been delivered. If what you have received does not match the packing slip, please contact our Deliveries team at email@example.com.
I've ordered the wrong size or color, how can I exchange it?
You can exchange any product you buy from our online store by sending the product back to our distribution center. Please include detailed instructions stating what you would like to exchange the product/s for. Occasionally there are times when the online store may be out of stock for the new size and color that you are after. In this situation you will be refunded once we receive your returned products in purchasing condition. For customers outside of North America you will need to place a new order.
Can I return or exchange items that I buy online at pop-up shops on shop.HIGHTIMES.com online stores?
Yes. You can return or exchange an item that you have bought at our pop-up stores with our online store. So long as the item has not been worn, is in a purchasing condition, you still have the tags, and you have kept your proof of purchase.
Gift Cards are non-refundable.
My purchase is faulty, how can I exchange it?
Our Quality Control team inspect every delivery into SHOP HIGH TIMES to ensure that the products you receive meet our high quality standards. However, if you receive product that is faulty, please contact our team at firstname.lastname@example.org to arrange a free return delivery and an exchange or refund. You may also take the product into any of our retail stores to receive an exchange or refund.
Our Returns Policy Where can I get a return form for the US
Will I have to pay another carrier fee for return or replacement product?
Postage charges on returns are not refundable. However, if you are returning an item for exchange (i.e. the same style is being changed for a different size or color), you are not required to pay for the delivery of the new product coming back to you.