Frequently Asked Questions and Answer

Order online Placing an order on Hwowz is safe, easy, and fast. You can check your order status and make changes every step of the way using My Account, which can be easily browsed through the links on the right-hand side of the page. Order in-person We’re open for shopping (appointment needed, please make an appointment here (javascript:void(0))or contact us here (javascript:void(0))for additional information ). Our product specialists will be more than happy to help you while you’re here.

Credit Cards We accept American Express, Discover, MasterCard and Visa. If debit, payment will be withdrawn immediately. Please keep in mind that fraud checks may occur. For security purposes, we may verify the address details with a third-party fraud check company. If there is a security concern, we may ask for additional information in order to process the order. This process is done as quickly as possible; however, on occasion, doing so may result in delaying the order. PayPal If you have a PayPal account, you can click “Check out with PayPal” in the shopping cart.

After your order is completed, you will be sent a confirmation email to the email address provided. Included will be an order number – this is your reference number in case you have any questions about your order. Please review the order summary to confirm your order information is correct and save the email as a receipt of your purchase. If you don’t receive a copy, first check your junk mail and then check My Account or contact us. If you’d like another copy of your receipt, you can always go to My Account and click “View Order Status” within the My Orders section. To the right of your order details, you’ll see an envelope icon that you can click to forward your order details to a different email address.

Store Pickup lets you buy items online and pick them up in the warehouse. You avoid shipping and scheduled delivery charges — and you may be able to get your order faster. Here's how it works: • During checkout, choose Store Pickup • We'll show you an estimated pickup date • Bring your ID, credit card and order number to the store and pick up your items • We'll hold your items at the store for 5 days; if you don't make it in by then, we'll cancel the order and refund your method of payment • If you can’t pick up your order within 5 days and you don’t want it to be canceled, check your order details (undefined)for extended pickup options Bring to the store: • Your government-issued photo ID • The credit card used for the purchase (if a credit card was used) • Your order number Who can pick up your order: You can pick up your order yourself or choose someone else to pick it up. To have your order picked up by someone else, leave a note during check-out. You’ll need to provide the pickup person’s name, email address and phone number. They’ll need to show their ID and the order number at the store. Only you — or the person you’ve told us will pick up your order — can pick up your items. Pre-orders: Pre-ordered items will be available for pickup on or after their release date At the warehouse, look for a Will Call or Visitor Parking sign. Head inside and someone will be there to help.

ALL SALES ARE FINAL. Hwowz does not issue cash refunds. Shipping or delivery charges are not refundable. In order for an item to be replaced for any reason at the sole discretion of Hwowz, the original product must be returned in 'Like-New' condition for a full or partial refund. Returns will not be accepted by Hwowz unless the return complies with this provision. There will be a 25% restocking fee for returned items with original packing. The product that has been assembled will not be accepted for a refund, credit, or exchange. Return Policy/COVID-19 Update In order to protect our employees and our customers from any additional risk, we have made the decision to change our merchandise return policy. We will not be accepting returns of any merchandise until further notice. This policy is consistent at our local warehouse, as well as with all of our competitors. Once a product has left the warehouse, we cannot accept it back andgive a refund.

Orders placed before 6pm (GMT+8) will ship within 5-7 business days. While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, custom delays, local postal delays and tech updates) which result in a longer delivery. For changes and updates please make sure to check your tracking number.

When an order is placed, we have a small time frame to change the shipping address on the order usually less than 1 hour. Please email staging@hwowz.com and we will do our best to assist you.

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

Due to high demand, some of our items do sell out very quickly! However, it’s worth checking back as the site is regularly updated. You can also email staging@hwowz.com (mailto:staging@hwowz.com)to request a product notification when your items are available again.