FAQ
Orders & Payment
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, Discover, Shop Pay, Apple Pay, Google Pay, and PayPal. All transactions are processed securely through PCI-DSS compliant payment processors.
Q: Is my payment information secure?
A: Yes. Our website uses SSL encryption to protect all data transmitted during checkout. We do not store your full credit card details on our servers — all sensitive payment information is handled by PCI-DSS compliant payment processors.
Q: Why was my payment declined?
A: Please double-check that your billing address, card number, expiry date, and CVV are entered correctly. Ensure your card has sufficient funds or available credit. If the issue persists, try a different payment method or contact your bank to confirm whether the transaction was blocked for security reasons.
Q: I was charged more than once. What should I do?
A: Please contact us immediately at info@hiltoncompanygifts.com with your order number and a screenshot of the transaction(s). We will review your payment records and assist you as quickly as possible.
Q: Can I modify or cancel my order after placing it?
A: Yes, you may request to modify or cancel your order within 2 hours of placing it, provided it has not yet entered our fulfillment process. To do so, please contact us at info@hiltoncompanygifts.com with your order number. After 2 hours, your order may already be in processing and modifications may no longer be possible.
Q: Do you offer international shipping?
A: No, we currently ship within the contiguous United States only. We do not offer international shipping, APO/FPO addresses, or shipments to Alaska, Hawaii, or U.S. territories at this time.
Shipping & Delivery
Q: How long will it take to receive my order?
A: We process orders within 1–3 business days. Standard shipping typically takes 4–7 business days after shipment. Orders placed before our daily cut-off time (5:00 PM Pacific Time) are usually prepared for carrier pickup the next business morning.
Q: How much is shipping?
A: We offer free standard shipping on all orders with no minimum purchase required. There are no handling or processing fees.
Q: How can I track my order?
A: Once your order is dispatched, you will receive a shipping confirmation email containing a tracking number and a link to monitor your delivery in real time. If you have not received a tracking number within the expected timeframe, please contact us.
Q: Can I change my shipping address after placing an order?
A: You may request to change your shipping address within 2 hours of placing your order. Please contact us at info@hiltoncompanygifts.com with your order number as soon as possible. After 2 hours, your order may have already entered our fulfillment process and changes may not be possible.
Q: What happens if my package is lost?
A: If your package has not been delivered within the estimated delivery window, please contact us. We will work with the carrier to help resolve the issue and determine the next steps, which may include a replacement or refund.
Q: What happens if my package arrives damaged?
A: If your order arrives damaged, please keep the original packaging and all materials, take clear photos of the damaged item(s) and packaging, and contact us within 3 days of delivery. We will prioritize your case and offer either a replacement or a full refund at no additional cost to you.
Returns & Refunds
Q: What is your return policy?
A: You have 30 days from the date of delivery to request a return. To qualify, the item must be unused, unworn, and returned in its original, unopened packaging with all tags and labels intact.
Q: What items are not eligible for return?
A: The following items are not eligible for return:
- Items that have been used or personalized.
- Items returned without original packaging, tags, or labels.
- Items showing signs of wear, damage, or odor after delivery.
Q: How do I start a return?
A: To initiate a return, please contact us at info@hiltoncompanygifts.com with your order number and the reason for your return. If your item arrived damaged or incorrect, please attach clear photos of both the product and the outer shipping packaging. Once we review your request, we will provide a return authorization and detailed instructions, including a prepaid return shipping label.
Q: Do I need to pay for return shipping?
A: No, return shipping is free of charge. We will provide a prepaid return shipping label upon authorization of your return.
Q: How long will it take to receive my refund?
A: Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 10 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear in your account.
Q: I received the wrong item. What should I do?
A: Please contact us within 3 days of delivery. We will prioritize your case and offer either a replacement or a full refund at no additional cost to you. Clear photos of the product and packaging are required to process your request.
Account & Security
Q: Do I need to create an account to place an order?
A: While some features may require an account, you can browse and make a purchase on our Site without creating an account. However, creating an account allows you to track orders, save your preferences, and speed up future checkouts.
Q: How do I reset my password?
A: Please contact us at info@hiltoncompanygifts.com for assistance with resetting your password.
Q: How do you protect my personal information?
A: We implement appropriate technical and organizational measures to protect your personal information, including SSL encryption, PCI-DSS compliant payment processing, and strict access controls. For more details, please review our Privacy Policy.
General
Q: How can I contact customer support?
A: You can reach us by:
- Email: info@hiltoncompanygifts.com
- Phone: +1 (360) 691-9674
- Address: 220 State Ave, Marysville, WA 98270
- Business Hours: Monday – Saturday 10:00 AM – 6:00 PM (Closed on Sunday)
Q: Do you offer exchanges?
A: We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.
Q: Can I track the status of my return?
A: Once your return is authorized and you ship the item, you can use the provided tracking number to monitor its progress. Upon receipt and inspection of your returned item, we will notify you of the refund outcome via email.
Q: What if my question is not listed here?
A: Please do not hesitate to contact us at info@hiltoncompanygifts.com. We are here to help and aim to respond to all inquiries within 24 hours.