Shipping policy

SHIPPING POLICY

SHIPPING FEE

We offer two shipping options for our customers:

  • Pick Up Option (Self-pickup): If you choose to pick up your order directly from our warehouse, you will not incur any shipping fees. You will need to collect the items from the designated warehouse.

  • Shipping Option: If you prefer home delivery, we offer free shipping with a flat rate of $0.00 USD for all orders. You will only be responsible for the cost of the products at the time of settlement.

Processing Time:

  • Orders are typically processed within 1 business day.

Shipping Country:

  • We currently offer shipping to the United States only (excluding Alaska, Hawaii, and Puerto Rico).

SHIPPING TIME & COST

  • 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 provided once the order has been shipped. Please allow up to 72 hours after we supply the tracking number for the system to update the tracking information.

I ordered 2+ items, but only received one… where’s my other item?

When you order multiple items, they may be shipped separately to get to you faster. Don't worry if you receive some items before others—your order is on its way!

Why have I not received any order confirmation details?

Order confirmation emails are typically sent immediately after purchase. If you haven't received one, it might be due to an incorrect email address entered during checkout. Please reach out to us if you suspect this has happened, and we'll be happy to correct it, provided the order hasn’t already been processed.

Can I cancel my order or add items to it?

  • Orders can be canceled before shipment but not after they have shipped.

  • We do not store payment information, so we are unable to add additional items to an existing order. Please place a new order if you would like to add more items.

What time of day are orders shipped out?

Orders are typically shipped within 24 hours on business days. For weekends or public holidays, orders are usually shipped within 72 hours.

Why does my tracking status say 'Delivered,' but I haven’t received my package?

In such cases, please check with your local postal service or courier. Sometimes, packages are left in a safe location or delivered to a local parcel locker if no one is home to receive them.

How long does it take to get a response to my inquiry?

We strive to respond to all inquiries within 24 hours to ensure a smooth and timely customer experience.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet:

  1. First, check your bank account again.

  2. Contact your credit card company—refunds may take some time to be posted.

  3. Contact your bank, as there may be a delay in processing.

Still haven’t received your refund? Please contact us at support@horow.com.

Exchanges (if applicable)

  • We only offer exchanges for defective or damaged items.

  • If you wish to exchange an item, please contact us at support@horow.com.

  • You are responsible for shipping costs when returning an item. Shipping fees are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

We recommend using a trackable shipping service or purchasing shipping insurance for returns over $75. We do not guarantee that we will receive your returned item.

DISCLAIMERS

  • Lost or Stolen Packages: HOROW is not responsible for items marked as "delivered" in the tracking system but reported as undelivered. In such cases, please contact the courier directly or report the issue to your local authorities.

  • Taxes and Duties: HOROW covers any customs taxes or VAT fees for all customers in the United States.

  • Lost in Transit: HOROW is not responsible for packages lost, stolen, or delayed in transit. We do not issue refunds or store credit for packages confirmed as lost or undelivered by the carrier. Please contact your local postal service for assistance.

If you have any questions or need further clarification, please reach out to us at support@horow.com. Our team is here to assist you!