FAQs
Customization
How do I customize my product?
Click the "Customize" button on the product page, then use our Customily tool to upload your own images, edit text (font, color, size), and preview the effect in real time. Once satisfied, add to cart and checkout.
Can I change my custom design after placing an order?
No. Once production starts (usually within 1-2 business hours after ordering), custom designs cannot be modified. Please double-check your design before checkout.
What file formats are supported for custom images?
We support JPG, PNG, and SVG formats. For best printing quality, please upload high-resolution images (≥1000px) without blurriness.
Is there a limit to the number of custom texts/images?
To ensure printing quality, we recommend no more than 3 texts and 2 images per product. Excessive content may cause blurriness.
Ordering
How can I check my order status?
You can check your order status in two ways:
1. Log in to your HyperBuy account → "Orders";
2. Send an email to support@hyperbuy.com with your order number, and we will reply promptly.
How long does it take to process and ship my order?
All custom POD products require 1-2 business days for production. After production, U.S. shipping takes 3-5 business days (standard) or 1-2 business days (expedited).
Can I cancel my order?
Orders can be canceled only within 1 hour of placement, before production starts. Once production begins, cancellation is not allowed.
Why haven’t I received my order confirmation email?
Please check your spam/junk mail folder first. If not found, contact us with your order number and the email used to place the order, and we will resend it.
Shipping & Delivery
Do you ship to locations outside the U.S.?
Currently, we only ship to the United States (including Alaska and Hawaii). We do not offer international shipping for the time being.
How much is the shipping fee?
Standard shipping (3-5 business days): Free for orders over $50; $4.99 for orders under $50.
Expedited shipping (1-2 business days): $14.99 per order, regardless of order amount.
What if my order is lost or delayed?
Contact us with your order number and tracking number. We will check with the carrier (USPS/FedEx) and provide a replacement or full refund if confirmed lost. Delays due to holidays/weather will be notified in advance.
Can I change my shipping address after ordering?
Shipping address can be modified only within 1 hour of order placement. After that, it cannot be changed due to production and shipping arrangements.
Returns & Refunds
Are custom products eligible for returns or refunds?
Custom products are only eligible for returns/refunds if they have quality defects (blurry printing, damage) or do not match your custom specifications. Personal reasons (change of mind, wrong size) are not eligible.
How do I apply for a return or refund?
Contact us at support@hyperbuy.com within 7 days of delivery, provide your order number, photos/videos of the issue, and custom details. We will verify and arrange a replacement or full refund within 2 business days.
Do I need to return the defective custom product?
No. For custom products, you do not need to ship them back. We will process your replacement or refund directly to save your time.
How long does it take to receive a refund?
Refunds will be processed within 3-5 business days after verification. Funds will appear in your original payment method within 5-7 business days, subject to your bank’s processing time.
Payment & Other
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and Apple Pay/Google Pay, all secure and convenient.
Are there any hidden fees?
No. All fees (product price, shipping fee, customization fee) are clearly displayed at checkout. There are no hidden fees such as handling fees or service fees.
How can I contact customer support?
1. Live Chat: Click the icon at the bottom right corner of hyperbuy.com;
2. Email: support@hyperbuy.com. We respond to all inquiries within 24 hours.
Do you offer discounts or promotions?
Yes. We regularly launch promotions (discount codes, free shipping for limited time) on our website and social media (Facebook/Instagram/Pinterest). Follow us to get the latest offers.
