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Help/Contact Us

Before contacting us, please check out our FAQs or chat with our virtual agent above. 

Why hasn't anyone emailed me back?

The biggest reason you haven't gotten a response from us is because our emails may be going to your spam folder. Please add orders@thehyv.net to your safe senders list to ensure proper communication. Beyond that, we aim to respond to everyone's emails within 48 business hours, with our business hours being Monday - Friday 9 am -  5 pm PST. Busy seasons (which include but are not limited to holidays, limited drops, etc.) may increase our response time. Rest assured, you are not being ignored. We will get to you as soon as we humanely can, with our goal being 48 business hours. 

My card has been charged but my order didn't go through! What's going on? 

The amount appearing on your bank account/credit card is an 'authorization of payment' where the bank checks if the card has enough available funds. If an incorrect CCV or Zip Code is entered during the checkout process, the charge will be declined but an authorization will still appear on your bank statement.

These charges are only pending. Most banks drop the charge within a couple hours or few days, but some can take up to 30 days. No money is actually debited from your account. So if you have $1,000 in your account and have a pending authorization charge from us for $50, you will still have $1,000 in your bank account. That charge is only pending and will be removed within a few days or so, depending on your bank. 

If you want the pending charge to be removed immediately, try contacting your bank/credit card issuer to see if they can actually remove those pending charges. There is nothing The HYV or Shopify can do to remove that authorization of payment.

How much will shipping cost?

Shipping costs vary depending on the total weight of your order and your exact destination postal code. The fastest and most accurate way to find out how much shipping will cost for your order is to add the items you desire into your cart, proceed to checkout, and select a shipping option; before you submit your order you will be shown a summary of all the charges on your order including the total shipping fee. You will not have to submit your order to see this amount, so at that time you can decide to complete your purchase, adjust your order, or abandon your cart altogether. 

Oops! I put the wrong shipping address in my order. How do I change that? 

If you need to change the delivery address on your order before it has shipped, please email us at orders@thehyv.net with the following information:

  • Please be sure to include the words "Address Change" followed by your order number in the email subject line.
  • Your order number (this can be found in the subject line of your order confirmation email)
  • The new name and address you'd like your order sent to

Address change requests are NOT guaranteed and we cannot assure that every request will be fulfilled. It is your responsibility to input the correct shipping address during checkout. 

How can I track my package?

Once your order ships, you will receive a shipping confirmation email with your tracking number. If you have not received a shipping confirmation email, then your order is being processed or still on backorder/pre-order. 

Why isn't my tracking number working?

Please note that it can take up to 48 hours for tracking numbers to become active. Unfortunately we can't provide additional detail for you until the number becomes active.

If it has been longer than 48 hours and your tracking number still isn’t working contact us at orders@thehyv.net.

I want to cancel my order. How do I do that?

We do not offer refunds on any orders (including pre-orders). We offer an exchange only return policy on any eligible unworn and unwashed merchandise and unused media (see terms of service for list of eligible items). Notwithstanding the foregoing, cash refunds are considered on a case by case basis and shall be subject to The HYV's sole discretion. If you find it necessary to exchange any part of your order, please contact us and we will initiate the exchange process. Please note you will be responsible for all postage. Once your merchandise has been returned, we will either issue credit toward the specific collection your purchase was from for the total value of your exchange or ship you the product you wish to exchange for. If you have any questions, please contact us at orders@thehyv.net.

When/Where do you ship from?

We ship Monday - Friday (excluding certain holidays) out of our Downtown Los Angeles warehouse.

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