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Talk to the Hive

Most questions on this page answer themselves in under a minute. If yours does not, the form at the bottom goes straight to a real person.

Before you write: the one thing to know

Sealed & unopened?

Still factory sealed in its original, unopened packaging and within 120 days of purchase? Returnable. Pick "Start a return" in the form below and we will walk you through it.

Opened or tried on?

Opened, unsealed, tried on, worn, used, or resealed? Final sale, in every category. Even once. Even briefly. Attached tags do not undo an opened package.

The answer garden: tap your question, skip the wait

Tried on clothing?

Trying it on counts as wearing it. Once apparel is removed from its packaging or has touched a body, it is final sale, even with the tags still attached. We never resell worn clothing. That is how we guarantee the garment you receive has never been on anyone else, and it is part of how our prices stay this low. Still sealed and unworn in its original packaging? Then yes, you have a generous 120 days to return it. The full walkthrough is in our Return Policy.

Tracking says delivered, but it's not there?

Most of these turn up within a day. Check everywhere a carrier might leave a package: all doors, the mailbox, a parcel locker, the front desk, and with household members or neighbors. Give it 24 hours, because carriers sometimes record the delivery scan a little before the package physically arrives. Still nothing? Contact the carrier with your tracking number. Delivery scans are time-stamped and GPS-associated, so the carrier can see exactly where the scan happened and open a formal investigation. Once a carrier records a Delivered scan at your address, the shipment is complete, which is exactly why we offer the Signature Required option at checkout. The full checklist is in our Shipping Policy.

Tracking hasn't updated?

Your package is almost certainly still on its way. Orders placed by 6:00 AM CST ship the same business day, but carriers do not scan at every step, and six or even eight quiet days is completely normal. The pattern we see most often: the label is created, tracking stays silent for about a week, then the package suddenly scans at a facility near your city with delivery a day or two later. If tracking shows no movement well past the estimated delivery window, ask the carrier to open a package search, and we will cooperate with it. Details in our Shipping Policy.

Wrong, missing, or damaged item?

These claims run on timing and evidence. Contact us within 5 days of delivery and before opening any product packaging, with photos of the unopened product, everything you received, all sides of the shipping box, and the shipping label. Every claim is checked against our packing records, recorded package weights, and the carrier's own tracking records, and that is what makes valid claims quick to approve. The full procedure is in our Return Policy.

Broke or stopped working after use?

Products that break, wear out, or underperform after use are covered by the manufacturer's warranty, not a Happibee refund. Every product ships factory sealed, exactly as the maker packaged and quality-checked it, so the maker handles defect claims and verifies them against the product itself. Damage from use, force, or wear is not a manufacturing defect. Contact the manufacturer with your Happibee order confirmation as proof of purchase, and if you need their contact details, ask below with your order number. The dealership sells the car; the automaker covers the engine. Full details in our Return Policy.

Customs asking you for money?

That is the normal import process, not a problem with your order. Shipping and customs are two different bills from two different parties: the shipping you paid at checkout went to the carriers who transported your package, while import duties, taxes, and VAT are set and collected by your own country's customs authority, and only you can pay them. This applies no matter how much you paid for shipping, and paying promptly is the fastest way to receive your package. The full picture is in our Shipping Policy.

Little markers along the way

Cancel my order

We can cancel an order only before it ships, and the hive moves fast: orders placed by 6:00 AM CST ship the same business day. Once a package is with the carrier, it cannot be canceled or recalled; no carrier lets a merchant stop a moving package. Missed the window? Let it deliver and return it sealed under the Return Policy. Refusing the delivery costs the Failed Delivery Fee plus all shipping, which is the expensive way.

Can I return this?

The 10-second test: still factory sealed in its original, unopened packaging and within 120 days? Returnable. Opened, tried on, used, or resealed? Final sale, in every category, no exceptions. The full policy is at our Return Policy.

Discreet packaging

Every Happibee order ships discreet automatically: plain packaging and a generic shipping label. Want to go a step further and have retail packaging or branded boxes removed from adult items? Ask through the form below before your order ships. More in our Shipping Policy.

Size guides

Every apparel listing includes the manufacturer's official size chart, published exactly as the maker provides it. Compare its actual measurements (chest, waist, hips, length) to a similar garment you own rather than trusting the letter on the tag, since sizing genuinely varies between brands. Not sure before you buy? Ask through the form below. An answer before you order beats a final sale surprise after.

Still need a human? We're right here

Include your order number and we can usually solve everything in a single reply instead of three.

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