Frequently Asked Questions
Welcome to the Hikecare FAQ page. Below you’ll find answers to the most common questions about ordering, shipping, tracking, payments, and support.
Where is my package?
Once your order has been packed and shipped, you will receive a shipping confirmation email with your tracking number. You can use this tracking number to monitor the delivery status of your order.
When will my order be shipped?
All orders are processed within 1 to 3 business days after your order confirmation email has been received. Orders are processed Monday through Friday, excluding weekends and public holidays.
How long does shipping take?
Shipping times begin after your order has been dispatched.
Standard Shipping: usually 5–8 business days
Insured Premium Shipping: usually 4–6 business days
Insured Premium Shipping including prioritised order processing (Skip the Line): usually 4–6 business days
Total delivery time includes both processing time and shipping time.
How much does shipping cost?
Standard Shipping: Free
Insured Premium Shipping: $2.99 USD
Insured Premium Shipping including prioritised order processing (Skip the Line): $4.99 USD
Do you provide tracking?
Yes. All orders include tracking. Once your order has shipped, you will receive your tracking details by email.
My tracking number is not working. What should I do?
Please allow a few business days for tracking information to update after your order has been shipped. In some cases, tracking may take a short time to become active. If your tracking number still does not work after several business days, please contact us and we will be happy to assist you.
Which shipping carrier will deliver my order?
The shipping carrier may vary depending on your delivery location, parcel size, and fulfillment route. The final carrier details will be visible through your tracking information once your order has shipped.
Can I change or cancel my order?
A cancellation is possible only as long as the order has not yet been processed or handed over to the shipping carrier. Once the order has been processed or shipped, cancellation is no longer possible. In this case, the applicable return policy applies.
Do you ship to P.O. Boxes?
No, we are currently unable to deliver to P.O. Boxes.
What happens if my package is marked as delivered but I have not received it?
If your parcel is marked as delivered, please first check with household members, neighbors, your building reception, mailroom, or workplace reception desk. If you still cannot locate it, please contact the shipping carrier for proof of delivery and then contact us for further assistance.
What should I do if my order is late or lost?
If your order has not arrived within the expected delivery timeframe, please contact us by email. Parcels may only be considered lost after 14 business days from the dispatch date. Once confirmed as lost by the carrier, we will review your case for a replacement or refund in accordance with our store policies.
What payment methods do you accept?
We currently accept the payment methods shown at checkout, including:
Credit / Debit Card (such as Visa, Mastercard, American Express, Discover, JCB, Diners Club, or Visa Electron, where available)
PayPal
Klarna
Apple Pay
Google Pay
In which currency are prices charged?
All prices on our website are displayed and charged in USD, unless otherwise stated at checkout.
Is my payment secure?
Yes. All transactions are secure and encrypted. Payments are processed through trusted payment providers. We do not store your full payment details on our servers.
How can I contact customer support?
If you have any questions about your order, shipping, or payment, please contact us at info@hike-care.com or call +1 (575) 306-0812 during business hours.