Question 1

How quickly do orders ship?

Accepted Answer

Orders placed before 2pm ET on business days ship the same day from our Sheridan, Wyoming warehouse. Orders placed after that ship the next business day. We email your tracking number as soon as the shipping label is created.

Question 2

How long does delivery take?

Accepted Answer

Delivery time depends on the carrier and your address, and international delivery times vary by destination. The tracking link in your shipping email always has the carrier's current estimate.

Question 3

What is your return policy?

Accepted Answer

You have 30 days from delivery to return anything that is unused and in its original packaging. Email support@hadidhorizon.com with your order number and we will send a prepaid label if the item arrived damaged, is faulty or was not what you ordered. Opened earbuds and headphones cannot be returned unless they are defective.

Question 4

Is my payment information secure?

Accepted Answer

Yes. Checkout runs on PayPal, so your card details go straight from your browser to PayPal and are never stored on our servers. Eligible purchases are covered by PayPal Purchase Protection as well as your card issuer's own protection.

Question 5

Can I change or cancel my order after placing it?

Accepted Answer

If the order has not shipped, yes. Email support@hadidhorizon.com with your order number as soon as you can and we will catch it if we are able. Once a tracking number exists, the parcel is with the carrier and you will need to return it instead.

Question 6

How do I track my order?

Accepted Answer

Use the Track order page with your order number and the email address you checked out with. The status timeline shows exactly where the order is, and the carrier's tracking number appears there as soon as the parcel ships.

Question 7

I can't find my order number. What do I do?

Accepted Answer

Order numbers look like HH-4KP2R9XQ and are in the subject line of your confirmation email. If you cannot find it, email support@hadidhorizon.com from the address you used at checkout and we will look it up.

Question 8

Do I need an account to order?

Accepted Answer

Yes. Create an account and we will review it, usually within one business day. Once it is approved you can check out and pay with your PayPal account or by card — you do not need a PayPal account to pay by card.

Question 9

How much is shipping?

Accepted Answer

Flat $6.99 to any address in the United States, and free once your order reaches $75 after any discount. The cart shows exactly how much more you need to add to qualify. International orders ship at a flat rate for each destination, shown at checkout, and do not qualify for free shipping.

Question 10

Do you ship outside the United States?

Accepted Answer

Yes. We ship to the United States and internationally. International orders ship at a flat rate set for each destination, shown at checkout before you pay, and they do not qualify for free shipping. Your country may charge import duties or taxes on delivery; those are not included in our prices.

Question 11

Which payment methods do you accept?

Accepted Answer

Your PayPal account (balance, bank or saved card), or Visa, Mastercard, American Express and Discover as a guest through PayPal — you do not need a PayPal account to pay by card. We do not accept checks, wire transfers or cryptocurrency.

Question 12

Will I be charged sales tax?

Accepted Answer

No sales tax is added at checkout at this time. The total shown on the pay button is the full amount charged.

Question 13

Do you sell in bulk?

Accepted Answer

Yes. We supply offices, schools and resellers as well as individual customers. Use the contact form to tell us which products and how many units you need, and we'll reply with volume pricing within one business day.

Question 14

How do I use a discount code?

Accepted Answer

Enter it in the discount field on the cart page or in the checkout summary. The discount is applied to your subtotal before shipping is calculated, so a large enough code can move you below the free-shipping threshold — the totals update immediately so you can see it happen.

Question 15

How long do refunds take?

Accepted Answer

We issue the refund within two business days of the return arriving and passing inspection. Your bank then takes five to ten business days to post it. Refunds go back to the original payment method.

Question 16

Who pays for return shipping?

Accepted Answer

We do, if the item arrived damaged, is faulty or was not what you ordered. For a change-of-mind return, return shipping is yours to cover and the original shipping charge is not refunded. Opened earbuds and headphones cannot be returned unless they are defective.

Question 17

My item arrived damaged. What now?

Accepted Answer

Email support@hadidhorizon.com within 48 hours of delivery with your order number and a photo of the damage. We will send a replacement or a full refund, whichever you prefer, and cover the return label.

Question 18

Is there a warranty beyond the return window?

Accepted Answer

Each product's warranty length is listed in its specifications. If something fails within that period, email us first and we'll handle the claim with the supplier.

Frequently asked questions

Orders

Shipping

Payments

Returns

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