Order Issue
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Can I change or cancel my order?
We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.
Unfortunately, we are unable to make any changes or cancel your order. Once you receive your item(s), you can return them in accordance with our Returns Policy.
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I’m missing an item from my order?
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Only received part of your order?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!
How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.
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I have received the wrong order?
Sometimes we make mistakes, and we apologise if you haven't received what you ordered!
Please contact our Customer Experience team below to organise a solution.*
*When lodging a request, please provide us with the below as this will help to speed up the process.
- Proof of purchase (order confirmation will do)
- Photos of the incorrect item(s)
- Photos of the shoebox displaying the product description.
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What is an oversell?
While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfil them all.
If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfil your entire order or part of your order. Our Terms & Conditions do also cover our oversell policy under section 4. Orders, Pricing & Availability -Hype DC reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.
When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account.
Once again, we sincerely apologise for the inconvenience, this is the worst-case scenario.
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Why have I received multiple confirmation emails?
Sometimes, when making an order through our Hype DC online store, our primary warehouse isn’t able to fulfil your order completely.
When this happens - your order then becomes what we call a split order. This means an order that has over two units can sometimes be split between our numerous warehouses around Australia so we can fulfil your order 100%. A good indication of a split order is if you receive more than one confirmation email.
How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!
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