Support Center

Orders usually ship within 2-7 business days. Once your order has been shipped, you will be able to look up your tracking number.

Orders usually ship within 2-7 business days. If it has been longer and there is still no update, please contact us at email support@hazelandbo.com.

Because we operate internationally, and can only process one currency through our payment processor, all transactions are processed in USD. 

There is a currency selector on the site which can give you an estimate of the prices in your own currency. Once you proceed to the checkout, your shopping cart total will convert to USD.

The transaction will be processed in USD and converted to your own currency by your credit card company (or PayPal) according to the current exchange rate.

If you need to make a change to your order, please email us at support@hazelandbo.com and we will do our best to help you. If your order has not been shipped yet, it should not be a problem to make changes. If your order has been shipped, you may return or exchange any items you do not wish to keep after you receive them. 

Once the order is placed, you cannot change the payment method, so please carefully select your payment method when placing an order.

We offer free shipping world wide for orders above $30.00 USD. Orders below $30.00 USD will be charged a flat shipping rate of $4.95.

Depending on the destination, orders usually arrive within 10-30 business days. If your order hasn’t arrived within the estimated delivery time, please contact us at support@hazelandbo.com.

Yes, we ship orders to PO Boxes and APO addresses. However, there may be a delay in receiving your package.

If you made a mistake entering your shipping address or want to make changes, please email us as soon as possible at support@hazelandbo.com. If the order has not been shipped yet, we are happy to change it for you. If your order has already shipped, it is unlikely that we can do anything. We will need to wait until your package is returned to us and then resend it to your correct address.

If your tracking information is stuck on a ‘Pre-Shipment’ status or says it has just left the originating country, it is currently going through customs. Unfortunately, the tracking is not updated during this time. We don't have any influence on the process, however it usually only takes a few days. In rare cases, the customs process can take up to three weeks. 

Our company is located in Canada, however in order to offer you the best prices possible, we ship all orders directly from our manufacturer in China instead of stocking them in Canada or the US and shipping them twice. 

The customer is responsible for entering the complete and correct shipping address. If an incorrect or incomplete shipping address is provided during checkout the order is not eligible for a refund. Orders returned to sender may be reshipped to the corrected address for a handling and shipping fee (fee depends on order value) or you may receive store credit for the value of your order minus a 20% restocking fee. 

Shipping charges for orders shipped and returned to sender due to an incorrect address are not refundable. Orders shipped to incorrect or incomplete address and delivered or disposed of by the shipping carrier are not eligible for a refund. Reshipments of these orders will be subject to a 50% reshipping fee. 

If you made a mistake during checkout, please email us as soon as possible at support@hazelandbo.com and we will do our best to correct the shipping address before the package ships. 

If your tracking shows delivery, but you have not received your package, please kindly double check the shipping address you entered and checkout and confirm it is correct and complete. 

If the address is correct, please check with other household members and/or neighbours in case someone received it for you as well as your local post office. Sometimes packages are left there for pick-up if they could not be delivered. 

We are not responsible for packages stolen after delivery. These orders are not eligible for a refund. We can offer reshipment for a fee depending on the order value. Please email our customer service to arrange for reshipment and payment of the fee.

We have a 14-day return policy. Please find our full Refund Policy here.

Once we receive your return, it will be checked to make sure it is unused and in resellable condition. Your refund will be issued shortly after and processed by your bank within 2-3 business days. Refunds can only be issued to the same credit card or Paypal account used when making the purchase. 

Your happiness is our priority. In these special circumstances, please contact us at support@hazelandbo.com and our team will help you with any problems.