HIOOL Goods Shipping Policy

1. How HIOOL Fulfills Orders

HIOOL Goods (“HIOOL”) is an independent personal-shopping and order-fulfillment service.

After an order is placed, HIOOL shops for the requested items subject to availability at U.S. retail stores, prepares eligible items for shipment, and arranges delivery through independent third-party carriers.

HIOOL is not affiliated with, endorsed by, sponsored by, or authorized by Trader Joe’s and is not an official Trader Joe’s delivery service.

2. Processing Time

Because HIOOL shops for requested items after checkout, processing time may vary depending on factors including:

• store availability;
• the number and type of items ordered;
• seasonal or limited availability;
• order volume;
• weekends and holidays; and
• circumstances outside HIOOL’s reasonable control.

Any processing estimate displayed on hiool.com, at checkout, or in order communications is an estimate and is not a guaranteed shipment date.

If an item cannot be obtained, HIOOL may contact you or cancel the affected item in accordance with our Refund Policy.

3. Shipping Options and Charges

Available shipping services and shipping charges are calculated or displayed at checkout based on the destination, package characteristics, carrier availability, and other applicable factors.

Where multiple shipping options are available, customers may select from the carrier or service options presented at checkout.

Shipping charges are separate from HIOOL’s displayed item prices unless expressly stated otherwise.

4. Delivery Estimates

Carrier transit times and estimated delivery dates shown at checkout, in tracking information, or elsewhere are estimates provided for convenience.

They are not guaranteed delivery dates unless a specific carrier service expressly provides such a guarantee.

Actual delivery may be affected by:

• carrier network conditions;
• weather;
• holidays;
• customs processing;
• incorrect or incomplete addresses;
• service disruptions;
• remote delivery locations; and
• other circumstances outside HIOOL’s control.

5. Tracking

When tracking information is available, it will generally be provided after the shipment has been tendered to the carrier.

Carrier tracking events, scans, and estimated delivery dates are generated and maintained by the applicable carrier and may not update in real time.

6. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please review your shipping information carefully before submitting an order.

If you notice an address error, contact hello@hiool.com as soon as possible. HIOOL cannot guarantee that an address can be changed after shopping, packing, label creation, or carrier tender has begun.

Additional carrier or reshipment charges resulting from an incorrect or incomplete customer-provided address may be the customer’s responsibility, subject to applicable law.

7. International and Cross-Border Shipping

HIOOL may offer shipping to eligible destinations shown at checkout.

Availability of a destination at checkout may depend on the items ordered, carrier availability, customs or import restrictions, and other factors.

International or cross-border shipments may be subject to customs review, import restrictions, duties, taxes, brokerage charges, or other government or carrier fees.

Unless checkout expressly states otherwise, applicable import duties, taxes, customs charges, and similar destination-country fees are the customer’s responsibility.

Customers are responsible for confirming that ordered items may lawfully be imported into their destination.

HIOOL may cancel an item or order if HIOOL determines that it cannot reasonably or lawfully be shipped to the selected destination.

8. Lost, Damaged, or Delayed Shipments

Once a shipment is tendered to an independent carrier, carrier handling and transit are outside HIOOL’s direct control.

If tracking indicates that a shipment may be lost, materially damaged, or subject to an unusual delivery problem, contact hello@hiool.com with your HIOOL order number.

HIOOL will review available shipment information and, where appropriate, assist with the applicable carrier claim or resolution process.

Please retain the product, shipping carton, packing materials, and shipping label if a shipment arrives damaged, because photos or other documentation may be required.

Carrier delays alone do not automatically entitle an order to a refund, except where required by applicable law or otherwise provided under HIOOL’s Refund Policy.

9. Delivery Confirmation and Theft After Delivery

When carrier tracking records a package as delivered, HIOOL may rely on that delivery scan and other carrier information when reviewing a delivery issue.

If you cannot locate a package marked delivered, first check the delivery location, household members, neighbors where appropriate, building management, and any carrier delivery notes, and then contact HIOOL if assistance is still needed.

HIOOL will review the available information and assist where reasonably possible. Nothing in this section limits rights available under applicable law.

10. Product and Temperature Considerations

Products are shipped in the retail packaging in which HIOOL obtains them unless additional packing protection is reasonably necessary for shipment.

Unless expressly stated for a particular order or service, HIOOL does not provide refrigerated, frozen, or temperature-controlled transportation.

Customers should consider destination temperatures, delivery time, product characteristics, and carrier service when selecting shipping options for temperature-sensitive items.

11. Relationship to Refund Policy

Returns, refunds, damaged-item claims, incorrect items, missing items, and other order-resolution matters are also governed by HIOOL’s Refund Policy.

12. Contact

For shipping or delivery questions, contact:

hello@hiool.com

Please include your HIOOL order number when possible.