Frequently Asked Questions

Ordering & Payment

What payment methods do you accept?

Available payment methods are displayed at checkout and may vary depending on your location and device. We accept supported credit and debit cards, along with any accelerated payment options currently available through our secure checkout.

Is my payment information secure?

Yes. Payments are processed through Shopify’s secure checkout system. HillstoneMarket does not directly receive or store your complete payment card details.

Can I change or cancel my order after placing it?

If you need to change or cancel an order, contact us as soon as possible. We will do our best to accommodate your request before the order is processed or shipped, but changes and cancellations cannot be guaranteed after fulfillment has begun.

Please include your full name, email address, and order number when contacting us.

Shipping & Delivery

How much does shipping cost?

Available shipping rates are displayed during checkout based on your delivery location and the shipping options available for your order. Any active free-shipping promotion will be applied automatically when eligible.

How long does order processing take?

Orders are generally processed within 1–2 business days, Monday through Friday, excluding holidays.

How long does delivery take?

Estimated delivery usually takes 3–7 business days after the order has been processed. Delivery dates are estimates and may be affected by the carrier, holidays, customs, weather conditions, or periods of high demand.

Do you ship internationally?

International shipping may be available for eligible destinations. Enter your delivery address during checkout to confirm whether shipping is available to your location.

International customers may be responsible for applicable customs duties, taxes, or import fees charged by their country.

How do I track my order?

When your order ships, we will send a shipping confirmation email containing the available tracking information.

Please allow up to 48 hours for tracking updates to appear after receiving the shipping confirmation.

What should I do if my address is incorrect?

Contact us as soon as possible at info@hillstonemarket.com. We will try to update the address before the order ships, but we cannot guarantee changes after processing has begun.

Customers are responsible for providing a complete and accurate shipping address during checkout.

What should I do if my package is delayed or marked as delivered?

If tracking shows that your package has been delivered but you cannot locate it, first check around the delivery location and contact the carrier.

You may then contact our support team with your order number and tracking details so we can help review the situation.

What is Shipping Protection?

Shipping Protection may be available as an optional add-on during checkout for eligible orders. Coverage and eligibility are subject to the terms shown when the protection is added.

Do not claim that every lost or damaged order will automatically be replaced or refunded unless the Shipping Protection provider’s terms clearly guarantee it.

Returns & Refunds

What is your return policy?

You may request a return within 30 days after receiving an eligible item.

To qualify, the item must generally be unused, unworn, in its original condition and packaging, and accompanied by proof of purchase.

Certain products, including personal care items, customized products, gift cards, hazardous products, and sale items, may not be eligible for return.

Please review our Refund Policy for complete eligibility requirements.

How do I start a return?

Include:

Your full name
Order number
Product you wish to return
Reason for the return
Photos, when the item is damaged or incorrect

If your return is approved, we will provide instructions explaining where and how to send it.

Items returned without prior approval may not be accepted.

Do I have to pay return shipping?

Return shipping terms depend on the reason for the return and the instructions provided after your request is reviewed.

Do not send an item back before receiving return instructions from our support team.

What if my item arrives damaged, defective, or incorrect?

Please inspect your order after delivery and contact us promptly if an item is damaged, defective, or different from what you ordered.

Include your order number and clear photographs of the item and packaging so we can evaluate the issue.

When will I receive my refund?

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may require additional time to display the refund in your account.

Can I exchange an item?

The fastest way to obtain a different item is usually to return the original eligible item and place a new order after the return has been accepted.

Products & Availability

How can I find product details and specifications?

Product descriptions, available specifications, images, variations, and usage information are provided on each product page.

Please review the full product page before ordering and contact us when you need clarification about a specific item.

Are product colors and sizes exactly as shown?

We aim to display product information and images accurately. However, colors may appear slightly different depending on screen settings, lighting, and product batches.

Product measurements may also have minor variations. Please review the specifications shown on the relevant product page.

What happens if a product becomes unavailable?

Product availability can change. If an ordered item becomes unavailable before fulfillment, we will contact you with the available options, which may include an alternative product or a refund for the unavailable item.

Customer Support

How do I contact HillstoneMarket?

You can contact our customer support team using the Contact Us form or the information below:

Email:
info@hillstonemarket.com

Phone:
+1 (207) 440-3455

Support hours:
Monday–Friday, 9:00 AM–6:00 PM Eastern Time

We aim to respond to messages within one business day.

What information should I include when contacting support?

For order-related questions, include your:

Full name
Email address used for the order
Order number
Brief explanation of your request

Please do not send complete card numbers or other sensitive payment information by email or through the contact form.