Shipping policy

The shipping time for each product depends on its stock status. When you place an order on HOOKII, the estimated shipping time for each product will be displayed. If your order contains multiple products, we might split the order for shipping.
Title

Last updated: January 2025

1. Shipping Service

2. Statement on Express Service

3. Order Tracking and Logistics

4. Frequently Asked Questions

1. Shipping Service

Delivery Time and Costs

Carriers

Delivery Method

Delivery Costs

Estimated Delivery Time

Europe : DHL, DPD

United States: FedEx, UPS

Australia: Hunter, Allied, TOLL

Express Delivery

Free

2-7 days

Note :

A $300 delivery fee is required for Hawaii, Guam, and Alaska.

We do not support designated carriers. HOOKII will arrange the shipping with the nearest available carrier based on your address.

After you place your order, we need 48 hours for preparation. Please note, this time is not included in the shipping duration.

Delivery Countries/Regions

United States, Canada

European Union (EU) countries

Switzerland, Norway

2. Express Service Declaration

Please note the following conditions must be met to qualify for our express delivery guarantee refund:

The order is being shipped to an eligible address.

If your order contains items not eligible for express shipping, we will split the shipment to ensure you receive the express items on time.

Our guarantee does not apply if we miss the promised delivery date due to:

Unforeseen circumstances such as strikes, natural disasters, explosions, or any other force majeure events beyond our reasonable control.

If you cancel part or all of your order after shipping, or if you change items, contact details, or delivery address after placing the order.

An attempted delivery on or before the promised delivery date meets our delivery guarantee

3. Order and Logistics Tracking

After your order is shipped, you will receive a notification email or SMS (please confirm SMS notifications when ordering) with the tracking number. You can click the link to go to the courier's website and check your package status.

Track Your Order:

Log into your HOOKII account, view "My Orders," and check logistics information on the order details page.

Click https://hookii.com/apps/order-tracking to enter the tracking number.

Contact HOOKII Customer Service: service@hookii.com

Notes

As our products are high in value and come in large packaging, we're unable to deliver to PO Boxes. Please ensure you provide a residential street address, including the house number.

HOOKII orders are only deliverable within the country of purchase. To ensure smooth delivery, please provide accurate name, address, and contact information at checkout. Please double-check your address before making payment, as it cannot be changed once the order is shipped. If you've entered an incorrect address, kindly reach out to HOOKII customer service for assistance before shipping.

HOOKII is not responsible for order delays or rejections due to the following reasons:

Delivery times may be delayed by 1-2 days when shipping to remote areas.

Delays or delivery failures caused by the recipient's actions, including but not limited to: changing the address after shipment, entering an unknown or incorrect address, entering incorrect contact details, refusing to accept the package, etc.

Delays due to force majeure. "Force majeure" refers to objective conditions and other circumstances that cannot be foreseen, avoided, or overcome, leading to delays in shipment. This includes but is not limited to: national or regional air or ground transportation system control or interruption (e.g., due to weather), communication system interference or failure, government actions, postal management policy changes, war, earthquake, typhoon, flood, fire, heavy rain, heavy fog, and other similar events.

Items that cannot be shipped by air due to aviation safety regulations, including but not limited to: prohibited items, mobile phones, electronic products, fragile items.

Items confiscated or disposed of due to violation of shipping regulations.

Delays during weekends, national holidays, or festivals.

Delivery to addresses that couriers cannot access, such as schools, companies, or residential complexes.

4. Frequently Asked Questions

How to track my order status without a HOOKII account?

Click https://hookii.com/apps/order-tracking to enter the tracking number, or register a HOOKII account using the email address used for the order. After registration, you can view your order in "My Orders."

Are there shipping charges for repeated delivery, rejected packages, or returned packages without reason?

Yes. The consignee will be responsible for extra delivery charges if delivery failures are caused by the consignee. Shipment charges for returned products because of order cancellation or package rejection after the goods have been shipped will be at the consignee’s own expense and will be deducted from the refund. Shipment charges for returns without reason will be at the customer’s expense, and will be deducted from the refund.

Package Not Received After Expected Delivery Time

Typically, orders are processed within 48 hours of placement. If your package hasn't arrived after the expected delivery time, we recommend checking your order status and tracking information for the latest updates. Sometimes, unforeseen circumstances such as weather delays or logistical issues may affect delivery times. If you still haven't received your package or have any concerns, please don't hesitate to contact our customer service team for further assistance.