FAQ

 

A. ORDER MODIFICATION

  1. How can I cancel/modify my order?

To ensure fast processing and delivery, orders are handled quickly after being placed.
Order cancellations (with full refund) or modifications (including shipping address, item variant, custom information or quantity changes) must be requested within 2 hours of placing the order.
After this timeframe, the order may already be in processing or production and cancellation is no longer guaranteed.
There are two ways to request a cancellation or modification:

A. Edit Your Order via Confirmation Email (Fastest Method):

After placing your order, you will receive a confirmation email. Within 30 minutes, you can click the “View or Edit Your Order” button to make changes.

Within this window, you can:
  • Update contact information
  • Edit the shipping address
  • Adjust item quantity (increase or remove items)
  • Add additional items
Any changes made through this link will update automatically, and a new confirmation email will be sent.

B. Submit a Support Ticket

If the edit window has passed or you want to change custom information (photos or text), you may submit a request through our support form: https://histozing.com/pages/contact or send your request to mail: support@histozing.com
Please include:
  • Your order number
  • The exact change or cancellation request
Our support team will respond within 24–48 business hours.

Important Notes
  • Once your custom design has been created, cancellations are no longer eligible for a full refund.
A partial refund of 80% will be issued to cover design and processing costs.
  • Once an order has entered production or shipment processing, cancellation may not be possible.
  • In certain cases, additional processing fees may apply for order modifications.

C. Contact us at (909) 447-9995

Please include:
  • Your order number
  • Your request
Our support team will respond within 24 business hours. Please note this line only receives SMS/text.

  1. I Forgot To Enter My Discount Code

If the discount code was a personalized coupon provided by us before your purchase, we can reimburse you an amount equivalent to that coupon. You may submit a request through our support form: https://histozing.com/pages/contact or send your request to mail: support@histozing.com
If the code was an after-purchase or promotional offer, it cannot be applied retroactively and will be valid for future purchases only.
Our support team will respond within 24–48 business hours.

  1. Where Can I Find Confirmation Email?

If your order was placed and processed successfully, an automated order confirmation email would have been sent to your registered email address.
Please check your Spam, Junk, or Promotions folders if you don’t see it in your main inbox.
If you’re still unable to locate the email after checking all folders, please contact us by submit ticket: https://histozing.com/pages/contact so we can investigate the issue for you.

  1. Can I place an order over the phone?

To ensure the highest level of accuracy, customization, and order security, we currently accept orders exclusively through our website.
This allows you to easily personalize your items and review all details before completing your purchase.

B. SHIPPING

  1. How can I track my order?

Via the Shipping Confirmation Email
  • Once your order ships, we’ll send you an email with your tracking number and a direct link to track it.
Through the Tracking Page
  • Use our page https://histozing.com/apps/track123, just enter your Order Number and your email, or Tracking Number

  1. Why was my order shipped separately?

We operate with multiple warehouses and fulfillment centers to ensure faster processing and delivery. Because of this, items in the same order may be shipped from different locations.
As a result, orders containing multiple items may arrive in separate packages and at different times.
If you receive one item before the others, please don’t worry, the remaining items are likely still in transit and will arrive shortly.

  1. When will I receive my order?

Most orders are delivered within 5–14 business days, depending on your location and processing time.
Once your order is shipped, you will receive a shipping confirmation email with tracking information, so you can monitor the delivery progress. Please remember to check your spam/junk folder in case the email does not appear in your inbox.
Please note that during peak seasons or high-demand periods, production and delivery times may be slightly extended beyond the standard timeframe.
We truly appreciate your patience and understanding.

  1. Where are we located?

Since our distribution locations vary depending on product availability and demand, most of our orders are fulfilled from the United States (main production facility).
During peak seasons or high-demand periods, a small portion of orders may be fulfilled by our trusted ASIA facilities to maintain stock availability and ensure timely processing.
Please note that shipping times may vary slightly depending on the fulfillment location.
Regardless of where your order ships from, all items go through strict quality control before dispatch.
If you need urgent shipping assistance, please contact us at: support@histozing.com or at +1 (909) 447-9995 (SMS only)

  1. Contact list of local carrier

USPS +1-800-275-8777
Canada Post: 1-866-607-6301
Emirates Post: +971 600 599 999
Australia Post: 13 POST (13 7678)
If you need urgent shipping assistance, please contact us at: support@histozing.com or at +1 (909) 447-9995 (SMS only)

  1. Tracking shows my order was returned

There are usually 2 common reasons why your package is returned:
Your shipping address is incorrect/insufficient. Please contact the nearest local post to check if it is still being held in there.
  • If the package is no longer available at your local post office, please contact us for assistance. We can help arrange a reshipment at a discounted price or with a small shipping fee.
You were not able to collect your package when it was out for delivery.
  • In this case, the package is typically held by the carrier or at the local post office for a limited period. Please contact the carrier directly to arrange a pickup within that timeframe.
If the package is not collected in time, it may be returned and handled by the carrier. In that situation, please contact us, and we will assist you with a reshipment at a discounted price or with a small shipping fee.

  1. Tracking shows "Delivered" but I have not received my order

If your tracking status shows “Delivered” but you cannot locate the package, please don’t worry. Here are a few steps you can take:
A. Check Around Your Property
Packages are sometimes left in less noticeable areas. Please check:
  • Your mailbox, porch, doorstep, or garage
  • Your apartment office or building reception (if applicable)
  • Your PO Box (you may need to visit your local post office to collect it)
B. Ask Neighbors or Household Members
Occasionally, a neighbor or someone in your household may have accepted the delivery on your behalf.
C. Verify Your Shipping Address
Review your order confirmation to ensure the shipping address is correct. An incorrect or incomplete address may result in delivery to the wrong location.
D. Complain To Local Post Office
If the above verification fails to receive the goods, please complain to the local service provider as soon as possible, and provide the complaint record number or the certificate issued by the post office that the goods have not been received, so that the service provider can check. This is the link to file the claim: https://www.usps.com/help/missing-mail.htm Contact phone: 1-800-275-8777 or 1-800-222-1811
Still need assistance?
Please note that we will be able to provide further support only in cases where the post office confirms that the package was delivered to the wrong location or cannot be located.
If the package was delivered correctly but was later lost or stolen, we regret that we will not be able to take responsibility for this situation.
After checking with USPS. if you still haven't received the item, please contact us at support@histozing.com, we’ll be happy to assist you further.

C. PAYMENT

  1. Why was I charged twice/over-charged?

In most cases, what appears to be a duplicate or extra charge is actually a temporary authorization hold from your bank or payment provider. From our side, only one charge is processed per order. Authorization holds are usually released automatically within a few business days, depending on your bank.
If you’re still unsure, please feel free to contact our support team at support@histozing.com with a screenshot, and we’ll be happy to assist you.

  1. How long does it take to get a refund?

All refunds are issued back to your original form of payment.
Once we process the refund, the amount will typically appear in your account within 2–5 business days, depending on your bank or card provider’s processing time.
If you do not see the refund after this period, please contact your card-issuing bank for further assistance.

  1. What kind of payment method may I use?

We accept Visa, Mastercard, and PayPal. All transactions are secure and encrypted

D. AFTER-SALE ISSUE

  1. I have still not received my order

Please check your tracking information and confirm the shipping address. In some cases, packages may be lost in transit, delayed, left with neighbors, or held at your local post office.
If you’re still unable to locate your order, please contact us at support@histozing.com with your order number. Our team will investigate and, if necessary, arrange a replacement or refund.

  1. I am still missing other items in my order

Please review your tracking confirmation email and packing slip to check whether your items were shipped separately.
In some cases, orders are split into multiple shipments, and the remaining item(s) may be delivered under a different tracking number and still be in transit.
If you don’t see any additional tracking information, please contact our support team at support@histozing.com so we can assist you further.

  1. What if the product does not meet my expectations?

We’re sorry to hear that the product did not meet your expectations. Here’s what you can do:
  • Please contact us as soon as possible.
  • Provide the following information for faster support: Your order number, Clear photos of the product received, A brief description of the issue
Our team will review your case and get back to you with the best possible solution within 24-48 hours.
We’re here to help and appreciate your cooperation!

SHIPPING POLICY

HOW LONG WILL IT TAKE FOR THE BUYER TO RECEIVE THEIR ORDER?

Processing Time (Production Time):
Orders are typically processed and prepared for shipment within 1–3 business days after the order is placed.
Shipping Time (After Shipment):
  • US orders: approximately 5–12 business days after shipping
  • International orders: approximately 10–21 business days after shipping due to custom clearance
This may vary depending on your local postal service.

TRACKING INFORMATION

Once your order is shipped, you will receive a confirmation email with tracking details. Please check your spam/junk folder if you do not see it in your inbox.
Tracking updates may take 2–5 days to appear after the package is handed to the carrier.

INCORRECT ADDRESS RESPONSIBILITY

Customers are responsible for providing accurate and complete shipping information.
If a package is returned due to an incorrect or insufficient address, we can assist with reshipment at a discounted rate or with an additional shipping fee.
We are not responsible for packages delivered to an incorrectly provided address.

DELIVERED BUT NOT RECEIVED

If tracking shows "Delivered" but you cannot locate the package, please:
  • Check around your property (front door, mailbox, garage, safe drop areas)
  • Ask your neighbors or household members
  • Contact your local post office or carrier for delivery details
We understand how frustrating this situation can be. In some cases, carriers may mark a package as delivered a little earlier than the actual drop-off time.
If the carrier officially confirms successful delivery to the provided address, we are unfortunately unable to offer a free replacement or refund. However, we’re still here to help and can assist with a reshipment at a discounted rate or with an additional shipping fee.

RETURNED PACKAGES

If a package is returned to the carrier or deemed undeliverable, it may not always be returned to our warehouse.
In such cases, we can offer reshipment at a discounted rate or with a small additional shipping fee.

MULTIPLE ADDRESS POLICY

We do not accept shipments to multiple addresses for a single order. If you would like items delivered to multiple addresses, please place those orders separately.

PO BOX/ APO/ FPO POLICY

We support shipments to PO Boxes, but we cannot ship to Military APO/FPO addresses.

RETURN & REFUND POLICY

All of our custom and personalized products are made specifically to each customer's request. Because these items are uniquely created and cannot be resold, we do not accept returns & exchanges
Please carefully review all personalization details, photos, names, dates, sizes, colors, and shipping information before placing your order.
However, if your item arrives damaged, defective, or differs from the approved design due to an error on our part, please contact us within 7 days of delivery and provide photos of the issue. We will review the case and offer an appropriate solution, which may include a replacement or refund.
By placing an order, you acknowledge and agree to this custom product policy.