I do not live in the US – will you still ship to me?
Yes. When you first go on to our site make sure to select INTERNATIONAL CHECKOUT. We deliver to most countries, however local import duties and additional charges may be payable on receipt. For orders placed outside the US, please note that you are responsible for any import duties and clearance fees (where applicable) in your own country and to check the duties and clearance fees with your local authorities.
How long does it normally take to receive my shopping?
We make every effort to ship your order within 1-5 business days. Occasionally some items may not be in stock immediately and this can cause short delays - if this happens our Web Sales Team will make contact to let you know of any problems. We will do our utmost to dispatch all orders within seven days of receipt, subject to stock availability and credit card authorization.
What happens if I do not receive my order in the timeframe?
It rarely happens that our customers do not receive their order within the specified timeframe for each country; however, from time to time this does occur. If your parcel does not arrive please email us at firstname.lastname@example.org and we will investigate the matter immediately for you, bearing in mind that once your package leaves the US we cannot liason with you and the authorities in your country.
What are the delivery charges?
Shipping is determined by the weight of your package and your zip code/postal code. To see your estimated shipping costs, simply had your items to your cart and then View Cart. There you will be able to enter your zip code and see your estimated shipping costs.
Does Hyena deliver to multiple addresses in one order?
No, Hyena does not deliver to multiple addresses in one order. Separate orders will need to be placed should you require this service.
Do I need to sign for my purchase?
No, a signature is not required unless you request it if your order is mailed to the holder of the credit card used for the purchase. Should you wish to have your shopping delivered to an alternative address please state this in the shipping address section. Items which are sent to an address other than that of the card billing address may be subject to confirmation with the card holder and/or signature upon receipt. If you are shopping from overseas, we may also require a credit card signature before we can ship your order.
Can somebody else sign for my purchase?
Yes, anyone at the specified delivery address can sign for the goods. Hyena does not take responsibility for loss or damage to goods once they have been signed for.
Can I have my package delivered to an address other than my card billing address?
Should you wish to have your package delivered to an alternative address please state this in the ‘Delivery Address’ section. Items which are sent to an address other than that of the card billing address may be subject to confirmation with the card holder.
How do I return or exchange goods bought on hyenaproductions.com?
We are happy to exchange items that are in the same condition as when they were received with all tags, packaging in tact within 28 days of receipt, provide they are not a custom item. There is a 20% restocking fee for silk that has been cut. Hyena cannot be held liable for courier charges, customs duties or lost parcels. Gift Cards cannot be returned or redeemed for cash. When returning an item, please ensure it is packaged securely with all tags still intact. This will ensure that your return is processed speedily. We recommend returned items are sent using a tracked or signed-for mail service. In the event of a return or exchange, you will not be reimbursed for delivery charges (except in the unlikely event that your item is faulty). In an exchange, if the new item costs less, we will reimburse you with the difference. If the new item costs more then an additional payment will be required.
How long do I have to return items bought on hyenaproductions.com?
Unused items, excluding may be returned for an exchange within 28 days of receipt.
Who pays the cost of returning items bought on hyenaproductions.com?
Returning items either for an exchange will be at your own cost.
What is your return and exchange policy?
You may return an item in original condition within 28 days of purchase. There is a 20% restocking fee for cut yardage. Sale merchandise is not returnable. Hyena cannot be held liable for change of dye lots. Ordering a swatch is the best way to insure your fabric will be exactly what you are imagining, but it is possible that a dye lot may change after you order a sample and before your order your fabric.
CUSTOMS & TAXES
Do I have to pay taxes and or import duties?
Customs duties: If your residence / delivery address is within the United States you will not be charged any customs duty.
US sales tax: For orders delivered in the US, sales tax will apply if you are shipping to the state of California.
Orders placed outside the US: For orders placed outside the US, please note that you are responsible for any import duties and clearance fees (where applicable) in your own country and to check the duties and clearance fees with your local authorities.
Do the prices displayed on hyenaproductions.com include tax?
All prices are shown in US Dollars and are exclusive of sales tax. Sales tax will apply if shipping to the state of California.