Order Confirmation All orders placed through our Official Website will receive an order confirmation and a shipment notification email. Please note that orders made on third-party marketplaces (e.

g. , Amazon) are not eligible for these notifications and are subject to the respective marketplace’s policies.

The Order Confirmation email will be sent to you immediately after your order has been successfully placed. This email will include the estimated shipping date for your reference.

Once your order is shipped: Shipment Notifications: A Shipment Confirmation email will be sent to you within the estimated shipping timeframe. This email will include the tracking number(s) associated with your order.

If your order exceeds the estimated shipping date and you have not received your shipment confirmation or tracking details, please do not hesitate to contact our Customer Support team via live chat on our official website, or by emailing us at [email protected] for prompt assistance. Shipping service We use third-party shipping partners, such as FedEx, to deliver our products to you.

We are continually diversifying our shipping methods to provide faster and more efficient delivery options. Currently, free shipping is only available for customers within the contiguous U.

S. Keep in mind: Free shipping is available for all eligible products purchased directly on our website.

Please note that availability and terms may vary depending on the delivery region. For precise shipping details, you can refer to your order confirmation email if you have already placed your order, or review the information provided on the checkout page after entering your delivery address during the ordering process.

Please be aware that we offer group shipping service but no other expedited shipping options. For bulk orders (more than 5 desks/chairs), we will use LTL (Less-than-Truckload) Freight Shipping, which is a method where your order shares space in a truck with shipments from others.

Shipping time frame Region: United States Delivery Service: FedEx Estimated Shipping Time Frame: All non-pre-order items will be shipped within 1-2 business days. Orders are fulfilled from five strategically located warehouses across the East, West, and South regions of the United States, ensuring the closest warehouse ships your order for faster delivery.

Please note that each item in one order may have different estimated shipping dates due to different stock availability. The shipping time frame varies depending on your location: The United States - The 48 contiguous states: 2 to 5 business days after the item’s estimated shipping date.

Important Notes: Pre-Order Items: For pre-order items, the estimated shipping time frame will be clearly displayed on the product page once you select the item variants. By default, if your order includes both in-stock and pre-order items, we will ship the in-stock item(s) first to ensure you receive them without delay.

The pre-order item(s) will be shipped separately once they become available. 2.

Delivery Delays: Please note that delivery times may be extended during peak periods or due to unforeseen circumstances. Shipping Exception Certain regions fall outside our standard shipping coverage due to logistical limitations.

These include Hawaii, Alaska, Puerto Rico, and Armed Forces (APO/FPO/DPO) addresses. PO Box Deliveries We do not support delivery services to P.

O. Box addresses, as our shipping carriers are unable to process such deliveries.

We recommend providing a physical address to ensure smooth and timely delivery of your order. Use of External Freight Forwarders If you’re located in an area outside our standard shipping coverage, you can use an external freight forwarder of your choice.

We’ll ship your purchase to the designated freight forwarder at your request. Please note that once we’ve successfully delivered your product to the freight forwarder, we are no longer responsible for any issues that may arise, such as transit damage, loss, or delays.

You’ll need to coordinate directly with your chosen freight forwarder to resolve any concerns. Additionally, we’ll still provide free replacement parts for eligible warranty claims.

However, you’ll need to cover the associated shipping costs to deliver these parts. Shipping limits We only offer a limited selection of products for Hawaii and Alaska, due to low demand and limited availability of shipping options.

When purchasing a product(s), please change the flag at the top right corner of the screen on our website to see which product/item is available for your market. Multiple shipments Sometimes you may find that your order is delivered in several packages.

That means items are shipped from different Hinomi warehouses for several reasons: By separating packaging components, we may lower the risk of any damage or breakages during transit. We have multiple warehouse locations, and our separate packaging gives our shipping partners the flexibility to pick up and deliver your order.

Surcharge for Address or Schedule Changes A USD 50 re-delivery fee will be charged if the courier marks the package as RTS (Return to Sender) due to a failed delivery caused by an incorrect or incomplete address provided by you. This fee covers the cost of returning the package to us and reshipping it to the correct address.

Important Notes: To ensure timely and accurate delivery, please carefully review the shipping address and ensure the delivery date is convenient before confirmation. For address changes, please inform us within 24 hours after placing your order.

This helps us ensure an accurate and timely delivery. Once the item has been dispatched, no address changes can be made through Hinomi.

If you need to update your delivery address, you must directly contact the courier to coordinate with them. You can find the courier’s name and tracking number in your Shipment Confirmation email.

Please note that address change services are subject to the carrier’s policies and may incur a fee. Hinomi shall not be held liable for delays or delivery issues arising from incorrect or incomplete shipping information provided during checkout.

Sales tax & VAT The tax amount you’re paying at checkout on our website is either sales tax, GST or VAT varying by country. Tax will be calculated when you input your shipping address during the checkout process.

Order Amendments and Cancellation For new orders, if you wish to cancel or modify your order, please immediately contact our Customer Support team via live chat on our official website or by email for assistance. Please note that order amendments or cancellations are not permitted once the item has been dispatched and assigned a tracking number(s).

In such cases, all requests will be handled in accordance with our standard return policy. Upon approval of your cancellation request, the refund will be processed and credited back to your original payment method.

Please note that processing times may vary depending on your financial institution. To ensure a seamless experience, we strongly recommend carefully reviewing your order details before finalizing your purchase.

Hinomi reserves the right to reject any cancellation requests that do not comply with this policy or are made after the allowed timeframe. Missing or lost packages In case you receive delivery notification of the shipment(s) via your email without finding or receiving the order(s), please try: Looking around the shipping address (if you live at a residence).

Checking again with the receptionist at the reception area (if you live in an apartment). All lost package claims must be reported within 14 days of the marked delivery date by the carrier.

Claims may not be honoured if incorrect or incomplete shipping information was provided at checkout. Hinomi reserves the right to deny assistance or responsibility for all the lost claims, which are reported to us 14 days after the delivery date, or because the customer provided an incorrect/incomplete shipping address.

Some carriers’ delivery notifications can be sent out 24 hours before the actual arrival. If you still can’t find your package(s), please report the case immediately to us by live chat or email, so that our customer support can assist you in filing the claim and send you a replacement package(s).

Return & Refund policy Applicability of This Policy This policy is applicable only to consumer purchases made directly from us through hinomi. co (the USA Store).

For items purchased through other distributors or third-party retailers, please contact the respective distributor or retailer for assistance. How to Initiate a Return and Receive Your Refund Follow these steps to complete your return and refund process smoothly: Submit Your Return Request: Complete the return request using this form and have your order number ready.

Receive a Prepaid Return Label : Once your return request is received, we will provide a prepaid return shipping label. You are responsible for printing the prepaid return label and affixing it securely to the return package.

Prepare the Item(s) for Return: If the item(s), including the chair, desk, and accessories, are assembled, they must be completely disassembled. You are responsible for repackaging the item(s) in the original packaging, ensuring all original parts, components, accessories, manuals, and packaging materials are included, and sealing the package securely for transit.

Receive Your Refund: Once the returned item(s) have been inspected and approved, your refund will be processed to your original payment method promptly. Important Note : Return instructions and arrangements will be determined on a case-by-case basis and communicated upon approval of the return request.

Terms & Conditions Validity Period for Returns Returns are accepted within 30 calendar days following the confirmed delivery date in our tracking records. Eligible Items for Return Only applies to product(s) purchased through our official online store.

Products purchased from online marketplaces (such as Amazon) are subject to the returns policies specified on the respective marketplaces. Non-Returnable Items Display sets: Considered final sale and not eligible for return or exchange.

These items may exhibit minor imperfections or signs of handling, which are reflected in the discounted price. Redemption items: Acquired via promotional campaigns or loyalty programs are not eligible for return.

Complimentary items provided as part of a promotion or purchase are not eligible for return. Lucky draw prizes: Final and cannot be returned, exchanged, or refunded.

Conditions to be Eligible for Return Products must be placed back into their original packaging, in intact condition. Products must be in excellent condition.

There must be no missing parts. Damage Fee Up to 30% of the purchase or product value may be applied.

Fees are determined based on an inspection of: The condition of the return item(s) The overall condition of the original packaging Any other related product components Return Categories Product Usage and Functionality Issues Upon Receipt Eligible Conditions: Product(s) received were damaged, defective, had missing parts, or wrong item was delivered Issue must be reported within 5 working days of receiving the product Required Documentation: Clear picture(s) or video(s) of the defective or damaged parts Overall condition of the product(s) Images of the original packaging, including any visible damage Shipping label (if applicable) and SKU label to verify the reported issue Restocking Fee: No restocking fee will be charged. Change of Mind Eligible Conditions: Item(s) must be in excellent condition with no missing parts Required Documentation: Clear pictures or videos showing the product(s) in good condition Restocking Fee: A standard 10% restocking fee will apply.

This amount will be deducted from the final refund after the inspection is completed. Refund Timeline The refund will be initiated up to 5 business days following the successful inspection and approval of the returned goods.

The refund amount will be processed to the original payment method used during the initial transaction. The time required for the amount to reflect in the account may vary depending on the bank's processing practices.

If the original payment method is unavailable for any unforeseen reason, refunds will be remitted exclusively to a local bank account. The bank account holder's name must match the billing contact information provided during the order placement.

Please note: Alternative refund methods or international bank accounts cannot be accommodated under any circumstances. Non-Refundable Fees Certain fees are non-refundable, including: Shipping Fee Assembly Service Fee Cross-border Payment Handling Fee Logistical Surcharges Shipping Protection by Route (non-refundable once processed or shipped) Damaged or Missing Part(s) Upon Delivery Please inspect your order within 5 business days of receipt.

If you find that the item(s) are defective, damaged, with missing part(s) or if the wrong item has been delivered, kindly contact us immediately with supporting documentation, including: Clear picture(s) or video(s) of the defective or damaged part(s) Overall condition of item(s) Picture(s) of the original packaging, showing any visible damage (if any) It is essential to communicate promptly within the specific time frame to facilitate a quick resolution. Once the necessary documentation is received, the issue will be assessed, and appropriate action will be taken, including a replacement or refund if applicable.

Hinomi reserves the right to determine the appropriate solution for each case. Exchanges The most efficient way to receive the desired item is to first return the original item in accordance with our return policy, then place a new order for the preferred product.

ℹ️ Important Notes: Only available for orders placed through our official website The order must meet the eligibility requirements outlined in our Return Policy Return must be initiated within 30 days of receipt Returned items must be in good condition, repacked in original packaging, and include all part(s) and accessories Refunds We will notify you once we've received and inspected your return and let you know if the refund was approved or not. If approved, you'll be automatically refunded to your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too. Do note that all refund and return decisions by Hinomi are final.

You are responsible for properly packing your returned products. We are not responsible for any returns that are damaged.

We will be sad to see you go, but if you do need to return your product, please send us your invoice number and product details via this form. We will respond as soon as possible with instructions for returning your chair.

Date of Receipt The date you received your package is the date of delivery defined on the delivery tracking system of the carrier. Your Legal Rights This policy is intended to work alongside, and does not limit, any rights you may have under applicable federal or state consumer protection law, including implied warranty rights.

If any provision of this policy is found to conflict with applicable law in your state, the applicable law will govern to that extent, and the remaining provisions will continue in full force. This policy applies to purchases made through hinomi.

co only. For questions or concerns, please contact our customer service team.