Shipping Policy

1. Where we ship

We ship to all 50 US states, the District of Columbia, Puerto Rico, and US military addresses (APO, FPO and DPO). We do not currently ship to other countries, and we do not offer local pickup.

If you place an order with a non-US delivery address, we will contact you and cancel it with a full refund rather than shipping something that cannot be delivered.

2. Order processing time

Orders are picked, inspected and packed in 1–2 business days. Business days are Monday to Friday, excluding US federal holidays.

Orders placed after 12:00 PM ET on a Friday begin processing the following Monday. Delivery estimates below start when your parcel leaves our warehouse, not when you place the order.

3. Shipping services and rates

Overnight orders placed and paid for before 12:00 PM ET on a business day ship the same day. After that cutoff they ship the next business day.

Shipping cost is shown as its own line in your cart and again in the checkout summary, before you are asked to pay. We do not add handling fees, fuel surcharges or oversize charges at any point.

4. Free shipping threshold

Standard shipping is free when your merchandise subtotal is $75.00 or more before sales tax and after any discount.

If you return part of an order and that drops the remaining subtotal below the threshold, we do not retroactively charge you for shipping.

5. Sales tax

Prices shown on product pages exclude sales tax, which is the standard convention for US retail. Sales tax is calculated at checkout based on your delivery address and applicable state and local rates, and is shown as its own line before payment.

The tax figure shown in the checkout summary of this demonstration store is an illustrative estimate. On a live store it is the exact amount that would be charged.

6. Tracking your order

You will receive two emails: a confirmation when the order is placed, and a shipping notification with a tracking number when the parcel leaves us. Tracking usually begins updating within 24 hours of that email.

If your tracking number is missing or has not updated in 48 hours, email orders@hollisandhem.com with your order number.

7. PO boxes and military addresses

We ship to PO boxes and to APO, FPO and DPO addresses on Standard service only, because expedited and overnight carriers cannot deliver to them. If you select a faster service for one of these addresses, we will contact you, ship Standard, and refund the difference.

Delivery to military addresses can take 14–21 business days once the parcel enters the military postal system, which is outside our control and outside carrier tracking.

8. Delays

Delivery estimates are estimates, not guarantees. Weather, carrier backlogs and peak periods can add time. We will always tell you what we know rather than repeating a tracking page back to you.

If your order has not arrived within 3 business days of the latest estimate, email orders@hollisandhem.com and we will investigate.

9. Lost or stolen packages

If tracking shows delivered but the parcel is not with you:

1. Check around the property, with neighbors, and with your building's mail room.
2. Wait 24 hours — parcels are occasionally scanned as delivered a day early.
3. Email orders@hollisandhem.com within 14 days of the delivery scan.

We open a carrier trace, which takes 3–5 business days. If the parcel is not found, we reship the order or refund it in full — your choice. We do not ask you to file a police report, and we do not treat a missing parcel as your problem.

10. Address errors

Please check your address at checkout. If you notice a mistake, email orders@hollisandhem.com straight away — we can usually correct it before the order ships.

If a parcel is returned to us as undeliverable because of an incorrect address, we will email you and either reship it (you pay the new shipping cost) or refund the merchandise value, minus the original shipping charge.

11. Split shipments

Occasionally part of an order ships ahead of the rest — for example when one item is coming from a second warehouse. If that happens you receive a tracking number for each parcel and you are never charged twice for shipping.

12. Changes to this policy

The version of this policy in force on the date you place your order is the one that applies to that order. The effective date at the top of this page identifies the current version.