Shipping & Delivery
Shipping Fee
We offer free shipping. Shipping is $0.00 USD flat rate for any customers on all orders. You are only responsible for the cost of the products at the time of settlement.
Processing time: 1 business day
Shipping Country: United States Only（Excluding Alaska, Hawaii, Puerto Rico）
Our shipping policy is applicable to USA only, not for other countries. We do not ship products to other countries now.
Shipping Time & Cost
United States:
Standard Shipping (2-8 Business days) - $0.00
For Bathtubs and Shower Doors: Due to the size and handling requirements, delivery typically takes 12–15 business days.- $0.00
- Can I have a tracking number?
Tracking details will be supplied once the orders have been shipped out, tracking details are available for all products. Please allow at least 72 hours after we supply the tracking details for them to register on the system.
Please note, tracking information can take some time to update itself in the carrier's system during the shipping process.
- I ordered 2+ items, but only received one... where's my order?
When you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once! It only means they are on the way!
- Why have I not received any order confirmation details?
Most times, this is because our customers have accidentally entered their email in wrong. Throughout the process, we send a couple of emails, including an order confirmation, a fulfillment notice, and a shipping notice.
If you believe you may have entered your email wrong please contact us and we will fix it for you as long as the order has not been processed.
- Can I cancel my order or add items to it?
Your item can be canceled before it ships, but not after it's shipped.
Given that we do not store any payment information, we are not able to add item(s) to an order. If this is the case, please submit another order for the additional items.
- What time of the day are orders shipped out?
We typically ship orders within 24 hours on business days. For weekends or public holidays, orders are usually shipped within 72 hours.
- Why is my tracking status saying delivered but I have not yet received my packaging?
Normally, your local Post Office will be able to find your package with their wonderful GPS system and the problem should be resolved within the next days. In this case you would need to contact your local Postal Office to make sure that packaging was not left there when no one was home to receive it or was left at your Parcel Locker, for example.
- How long do you take to answer requests?
We answer in a fast delay of 24 hours to optimize customer's experience.
- Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@horow.com.
- Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@horow.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We DO NOT guarantee that we will receive your returned item.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@horow.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@horow.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We DO NOT guarantee that we will receive your returned item.
Disclaimers
HOROW does not hold responsibility for items that are shown as delivered in the tracking system but that the client reports as undelivered. Please contact the shipping company to locate the item or your local police to report the packaging's theft.
Taxes and Duties
HOROW is responsible for Customs taxes or VAT Fees for all customers from United States.
HOROWdoes not hold or accept any responsibility for packages that have been stated as items lost, stolen, stuck in transit, or undelivered. We do not issue refunds or store credit for packages that the courier confirms as lost in transit or undelivered. Please contact your local postal service.
If you have any questions, send us an e-mail, the team will gladly help!
Horow Team
