Contact / FAQ

ORDERS & SHIPPING

Where do you ship?

We ship worldwide. Shipping costs are dependent on the items in your order, the destination of your order, and the shipping method you select. Your total shipping charges will automatically compute during checkout prior to the completion of your order.

Orders over $120 are shipped via TNT Express and will not be charged the shipping fee. Duties and taxes may be due upon delivery.

For orders destined to Taiwan, please visit hmm-shop.com.

What currency are your prices in?

All listed prices are in USD. Please check the current exchange rate or the instant conversions next to product prices to be sure of the final purchase cost.

How long does shipping take?

We process orders within 1-2 business days, then ship via the Registered Post or TNT Express, depending on your selection at checkout. Generally, standard international shipping via the Registered Post takes 7-21 business days, and orders shipped via TNT take 1-3 days to arrive. Delays at customs may extend delivery time beyond this estimate.

Where's my package?

You can find the tracking number in your order history on our website. For all trackable shipped packages, we also send the tracking number in an email. Yet for orders shipped via the Registered Post to destinations in the U.S., Canada, or Australia, online tracking remains unavailable due to the policies of these countries. If you’d like to learn the whereabouts of your order, you can contact the carrier.

 

• TNT
• Taiwan Post Service
• U.S. Postal Service: 1-800-222-1811
• Canada Post: 1-866-607-6301
• Australia Post: 13 POST (13 7678)

 

Why is there no standard shipping option for my order if I don’t mind waiting longer?

Shipping rates are based on the weight of the total order. In some weight ranges, the (faster) TNT rate costs less than the (slower) standard shipping (amazing, right?) - we will then not show the standard shipping option in such situation.

RETURNS

What's your return policy?

All purchases may be returned within 30 days. We are not able to provide complimentary return shipping due to the complexity of shipping internationally.

Customs duties and taxes are non-refundable through HMM. These funds may be recoverable by contacting your local customs office directly.

 

• PREPARE YOUR PACKAGE

  Pack your return securely with the original packaging if possible, and please include your original packing slip. All return items must be unused, unwashed, and undamaged.

• DROP IT IN THE MAIL

  Use the courier service of your choice to return your item(s) to the following address:

  HMM International Returns
  1F, No 6, Lane 78, Chaozhou St. Da-an Dist., Taipei 10642, Taiwan

• WAIT FOR YOUR REFUND

  Return parcels may take multiple weeks to be delivered at our warehouse. Once your return has arrived, please allow 1-2 weeks for your refund to be processed. We’ll send you an email once the refund is on its way.

  Please note that for refunds, we deduct the original and return shipment cost and possible $5 to cover restocking or import tax. Refunds may only be issued to the Paypal account used to make the original purchase.

 

If you have any questions, reach out to us at service@hmmproject.com.

What if my items are damaged or incorrect?

If you receive a damaged or incorrect item, contact service@hmmproject.com with your order number, a description, and/or pictures of the damaged or incorrect item received. We’ll make sure you’re taken care of.

What if I refuse delivery?

If you refuse a shipment from HMM or leave it unclaimed, you are responsible for any import fees that are incurred, the original shipping cost, as well as the cost of returning the shipment to HMM. These costs will be deducted from your total refund. Note that if the shipment is returned over the time limit to perform a refund on the platform, i.e. after 60 days of purchase, the transaction fees will then also be deducted from your total refund.