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FAQs
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.
Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
We’ll resolve the situation as best we can!
Once your order has been cancelled or return has been received and processed, you will be notified via email when the refund has been issued.
Please allow 2 business days for the refund to reflect in your account.
If no one was home at the time of delivery, the carrier will leave the package in a safe location.
Be sure to check around your home and with neighbors/building management who may have collected the package for you.
Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package, please reach out to the carrier.
If you need additional assistance, please email our team.
To apply a promo or discount code:
• Proceed to checkout and enter your code in the ['Discount Code'] field.
• Click ['Apply'] to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
Orders can be canceled within 6 hours.
Please email our team with your cancellation request as soon as possible.
You will receive confirmation of your cancellation if we’re able to make it happen.
After this period, we may not be able to cancel your order as it might already be in processing or shipment.
If you have already received an order confirmation email, it may be impossible to cancel your order.
You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at [email protected]. Please include your order number and the reason for cancellation in your message.
Please note that there is a window of 6 hours. Anything after that cannot be changed or cancelled.
Orders can only be canceled before they have been dispatched.
Once an order is placed and 6 hours have passed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.
We’re sorry your item(s) have damage!
Some items break during shipment. We’ll do our best to help.
Please email our team with an image of your damaged item for further assistance.
We’ll be sure to resolve the situation as best we can!
Our return policy allows returns or exchanges for unopened products purchased in the last 30 days.
Please note that personalized items are unfortunately not eligible for return.
You can expect your refund to be processed within 2 business days or fewer, after our returns department receives the returned item.
If you'd like to start a return, please contact us to get started.
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number into our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 48 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
You can also search for your order here: https://hiddenforever.com/apps/track123
Lost packages
At Hidden Forever, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 48 hours of receiving the order and include photos of the damaged items or package.
We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.
We're so glad to hear that you're happy with your order. To support us, we would love for you to leave us a review on Trustpilot: https://www.trustpilot.com/review/hiddenforever.com