FAQs

1 When will I get my tracking number?

Your tracking number will be available once your purchase has been sent, which typically takes between five and seven business days the following manufacture.

Following that, with Standard shipping, we recommend waiting an additional 7-10 business days for the tracking system to update with shipping details.

To track the status of your order's processing, please refer to the email we provide with the subject “Order #GB** fulfilled,” which includes your tracking link. If you did not receive this email, you may track your order here or contact us via email support@highlyunique.com

2. How do I track my order?

Option 1: Click here and enter your order details to check on the progress of your order.

Option 2: Look for the tracking number in your fulfillment confirmation email. You can use that to view the tracking information.

Please refer to this article for comprehensive instructions.

Note: If you cannot track your order, please verify your Email address, Order ID, or contact us for assistance.

3. Why has the tracking status not been updated? What should I do?

Tracking information may not be updated immediately for some reasons, such as:

  • The tracking number has just been created. After being sent out, your tracking number will need up to 7 business days to be updated due to delays between the scanning process and the website's updates.
  • The package may not be scanned until it reaches the regional hub near the destination.
  • The package is in transit between the origin and the destination country. Once the package leaves the origin country, the tracking information will not be updated until it reaches the destination country.
  • The package arrived at the destination country. The tracking link will stop updating once the parcel lands in your country (destination) with international shipping, but it does not affect the delivery process.

However, if your tracking status has not been updated for over ten business days, please get in touch with us to be supported right away.

4. What does the total price include?

Your total payment equals the product price plus the delivery fee and applicable taxes.

  • The discount code applies to the product's price only, not to the total price.
  • The shipping location determines shipment charges.
  • Tax is only necessary for certain nations; a thorough explanation is provided in the next question.

As a result, after you submit your mailing address, shipping costs and taxes will be added to the checkout page.

5. Will I be charged with customs and taxes?

It is dependent on your delivery address, as destination countries govern tax and customs expenses.

  • Taxes: Prices indicated on our website do not include taxes; nevertheless, you will be informed of the actual tax rate during the checkout process before completing your transaction.
  • VAT tax may be added to the receipt for European shipping addresses during the checkout process. It has been established that any sales of products or services that do not fall under one of the other tiers will be subject to the regular 20% VAT tax.
  • Customs fee: This fee is applicable only in specific countries. We cannot include it in your order because it is administered and charged by Customs upon entry to your country. Customs in your nation will inform you if there is a charge.
6. Which currency will be used?

The price is displayed in your currency on the Homepage, Product pages, and in your Cart to make it easier for you to contemplate making a purchase. However, once you reach the Checkout page, your subtotal and applicable taxes will be converted to US dollars, and you will be charged in US dollars.

7. Can I change my shipping address or design options after placing an order?

Yes, within the first 12 hours after placing your order, you can modify your shipping address or design preferences.

After that period, please get in touch with us via email to check the design for you, as we cannot guarantee that it can still be modified.

Please remember that any change requests made after 12 hours of the order's approval will be denied. Help us to check at our Modify/Cancellation Policy here.

8. How do I cancel my order?

You will have 12 hours to place an order to cancel it. Please help us to send us a cancelation request via email

If you desire to cancel or modify your order details after this period, please email with us. Customer Service Department will verify and confirm whether the order can be canceled at this time.

Please remember that any cancellations made after 12 hours of the order's acceptance will not be permitted. Check out our Cancellation Policy.

9. Where do we ship from?

We are a US-based corporation with multiple fulfillment locations located throughout the world. We have warehouses in the United States, the United Kingdom, Mexico, and China.

All orders are shipped from the warehouse with the most inventory near the shipping location.

10. How long does delivery take?

Customized products may take longer to process than standard items.

Orders shipped take between 3 – 10 business days to process, with an estimated delivery time of 7-14 business days in the United States and up to 3 weeks in other countries. You can check the detailed shipping policy here.

Please keep in mind that certain unforeseen events, such as customs delays, are beyond our control, as are delays during the holiday season. The shipment may take longer than usual due to the Coronavirus COVID-19 outbreak.

11. I received email from HighlyUnique that ask me to correct my shipping address. What is that?

In certain instances, you may have entered the wrong information on the checkout form; this is most frequently the case with the postal code.

Our system will identify any inaccuracies and contact you to request that they be corrected. Your order will be placed on hold until the shipping information is confirmed as correct.

If you run into any difficulties during this phase, please get in touch with us for assistance.

12. Why are my items shipped separately?

If your order includes a range of products, they may be separated throughout the manufacturing process, resulting in several shipments. (Relax; upon checkout, you will be charged a single combined shipping amount for all items in your purchase.)

Each shipment of your order will be accompanied by a shipping notification. If the second package does not come within a few days, please contact us and we will assist you immediately.

13. Can I use multiple addresses on one order?

Unfortunately, each order will be shipped for 1 shipping address. If you want your items shipped to different addresses, kindly make separate orders.

14. What payments method I can use and can not use? What payments method I can use and can not use?
  • Acceptable methods:
    Credit/Debit cards (VISA, MasterCard, AMEX)
    Paypal
  • Unacceptable methods:
    Personal checks
    Money orders
    Direct bank transfers
    Cash on delivery
15. Why can't I complete payment to checkout?

Numerous factors can contribute to a failed checkout. Please help us to reload the page and make sure you've already fill in all the needed information on the checkout form.

If the issue continues, don't hesitate to contact Customer Support.

16. Am I eligible for a refund or replacement?

Click here for a list of situations where you may be eligible for a refund or replacement.

Please do not hesitate to contact one of our agents for additional assistance.

17. How do I request for a new replacement?

To expedite the replacement, please include an image illustrating the issue and submit it to our email. Please refer to detailed instructions here.

Note: We can only process claims received within 07 days after receiving your order based on date on tracking number. Claims submitted after 07 days from the date of receipt of the merchandise will be denied.

18. How do I return an item?

At the moment, we do not have return policies in place. Rather than that, please refer to our refund and replacement policy, as well as the initial inquiries.

19. When will I receive my refund?

All refunds will be issued the same manner as the original payment was made. If you paid with a credit or debit card, you would receive the refund amount in your PayPal account within 3-7 business days and in your credit card account between 8-15 business days, depending on your bank's process.

If the credit has not yet been applied to your account, don't hesitate to contact the bank that issued the card for assistance.

20. After my initial paymennt for my order I was charged an additional fee? What should I do?

According to our consumers, certain bank cards are not authorized to execute overseas transactions. We employ Stripe, an American payment processor, to service our international clients. Stripe is a payment platform that accepts all forms of payment but charges additional costs.

We have witnessed instances where some banks have halted international transfers. We recommend that you contact your bank to determine whether this is the case.

21. What should I do if I want a personal design?

Please contact support@highlyunique.com and notify us about your request
To get started, please provide us with the below information:
– Products link:
– Quantity of items:
– Your request:

22. How can I change the delivery address when they are in the shipping phase?

When your order is processed for shipment. We are no longer permitted to change the shipping address.

In this situation, immediately email support@highlyunique.com to obtain the tracking number. To alter your delivery address, you must track your product and contact the carrier directly.

23. Can I find out at what time my order will be delivered?

For detail processing time and shipping time, you can check it here

24. My order has arrived at the wrong destination. What should I do?

Kindly contact support@highlyunique.com and inform us of your issue. If your order is lost, we will check and resend it.
We are not liable for orders dispatched to the incorrect address due to a client entering an incorrect address (as all of the items would be donated right after they come back to our warehouse). Customers are responsible for the cost of replacement items. As a result, please exercise utmost caution while entering your shipping address.

25. Shipping carrier tried to deliver but I was out. How do I rearrange delivery?

You must continually contact your local post office to reschedule delivery. If not, the local post office may dispose of your package.

26. My order arrived damaged or the wrong order was delivered. What should I do?

Please contact support@highlyunique.com and notify us about your problem.

Please provide your order number as well as the picture of odd items received. Our customer service team will review the return request and will send back further instructions.

If your item is defective, you don't need to return the item and we will resend you a replacement for free.

For detailed instructions, check here

27. I'm not satisfied with your products. How can I get a refund?

Kindly contact support@highlyunique.com and inform us of your issue.

Kindly include your order number and a photograph of any unusual things received. We will make every effort to settle this matter to your complete satisfaction.

Policy about returns and refunds. Check it here