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Frequently Asked Questions

ORDERS

How do I place an order?
See something you gotta have on SHOP.HSTV.com? Great! Click the "Add to Bag" button. When you're ready to check out, tap your shopping bag icon at the top of your screen and select Check Out. Fill in all required information and proceed through the checkout process.

How do I track an order?
You can track your order through the UPS, USPS, or FedEx tracking number provided on your order confirmation email. You will receive updates from SHOP HSTV with tracking information when your order is fulfilled, when there are shipping updates, when your order is out for delivery, and when your order is delivered. Reach out to customerservice@hstv.com with any questions.

How can I send items to multiple addresses?
At this time, we are not able to ship a single order to multiple addresses. To ship different items to multiple addresses, please split them into separate orders.

How will my order be packaged?
We take great care in packaging your items so your order remains safe and in condition during shipping and delivery. We also strive to pack your complete order in one package to conserve materials and reduce waste when possible.

How can I cancel my order?
Most items are eligible for return within 30 days. Please contact our Customer Care Center right away with any concerns about defective or damaged merchandise. Proof of purchase is required for all returns. Please review our full return policy, including items ineligible for return, before starting the return process. If you'd like to cancel your order before it has been shipped, we will return the full amount charged. Please note: Orders are typically processed within 24-48 hours from the time they are placed. 

PAYMENT

When will I be billed for my order?
You will be billed upon checkout, not when items are shipped. This allows you to know exactly when you have been charged, rather than surprising you with a delayed unexpected charge after your purchase.

What payment methods are available?
We accept Visa, Mastercard, American Express, and Discover credit cards. All transactions are secure and encrypted.

How do you process payments/Is the payment info I give you secure?
Your security is extremely important to us! All transactions are secure and encrypted, and we seek to safeguard your personal information from loss, theft, unauthorized access, disclosure, copying, use, modification, or destruction. Specifically, we work to protect the security of your online order by using Secure Sockets Layer (SSL) technology. SSL encrypts the information that you transmit from your computer to our website servers.

More information is available here.

Do you charge taxes?
Sales tax is charged by the rate defined in the region where your product(s) is delivered. Where and when applicable, we collect sales tax on shipping and processing charges.

SHIPPING/DELIVERY

What shipping options are available?
We offer standard shipping. Standard shipments will arrive within 3-5 business days of your order. Once your order has shipped, you can track your shipment online through your email confirmation or with the carrier directly.*

*Delivery estimates are subject to change. We will alert you to any delays we know of.

How much is shipping and handling/what are shipping rates?
We currently offer everyday FREE standard shipping on orders of $75 or more, not including discounts and taxes. The shipping costs for orders under $75 is a standard shipping rate of $8.

How long does delivery take?
Orders are typically delivered within 3-5 business days. This is subject to change, and we will reach out to you with any delays we know of.

Where do you ship to?
We currently offer shipping to the contiguous 48 states and Washington, D.C. We may restrict shipping to certain addresses, such as warehouses, freight forwarding/redirecting services, and hotels. We currently do not ship to APO/FPO and PO Box addresses.

When will I receive my order?
After your order has been placed, you will receive an order confirmation email. Orders are typically processed within 24-48 hours during normal business hours Monday-Friday, subject to peak holiday periods. Once your order has shipped, you will receive a shipping confirmation email with a shipment tracking number. Once orders are shipped, you can usually expect delivery within 3-5 business days. We will notify you with of any delays we know of.

Do you offer international shipping/Do you ship to Canada?
International shipping is not available at this time.

How can I change my shipping address?
It is not possible to edit a shipping address after an order has been fulfilled. Please contact customerservice@hstv.com for assistance.

How are you handling longer than normal orders with the pandemic?
At HSTV, we strive to do everything in our power to make you smile, and that includes delivering your purchases in a timely manner. There may be shipping delays as our partners work to comply with mandates and ensure the safety of their employees. Rest assured you can still get the high-quality items you want from HSTV. Please see our shipping page for more information regarding how we are handling supply chain issues during the pandemic.

RETURNS/ORDER ISSUES

What is your return policy?
Online purchases may be returned by mail within 30 days of your purchase date. The items must be unopened and in original, unused condition. Items that are considered edible or perishable cannot be returned or exchanged.

Returns are not currently accepted at any physical Hy-Vee store location. Your refund will be returned to the form of payment provided during the original order.

How do I return an item in the mail?
1. Initiate your return request online by emailing us at customerservice@hstv.com. Please make sure to include the following information on your request: Original order date, order number, and reason for return.

2. Ensure all items are packed and sealed securely using the original package, if possible, and affix the return label provided to you. Ensure you ship the items back to the original location you received the order from.

3. Drop the package off at the nearest shipping carrier facility.

4. Once processed, you will receive a return confirmation email. Your refund will be credited in the same form as your original payment. Any shipping fees from your original order will be deducted from any amounts to be credited. Once the return has been received, please allow 3-5 business days for processing and an additional 3-5 business days for the refund to appear on your original method of payment.

TECHNOLOGY

What browser do I need to shop HSTV.com?
You can browse SHOP.HSTV.com on any web browser! If you are using older versions of your browser, you may experience technical difficulties while shopping or with online ordering. If you are experiencing problems with the site, download the current version of these recommended browsers: Chrome, Firefox, Internet Explorer, or Safari. Reach out to customerservice@hstv.com with any questions.