FAQ

FAQ

Can I be charged with customs and taxes?

The prices displayed on our website are tax-free in US Dollars. This means you may be liable for duties and taxes once you receive your order. Import fees, duties and all other related custom fees may be charged once your order has arrived at the final destination. These fees are determined by your local customs office.

Payment of these taxes and fees are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details and questions, please contact your local customs office.

Can I change or cancel my delivery?

Please contact us as soon as possible if you need to modify or cancel an order. Make sure to provide the order number and modification you would like to make. We will send confirmation when the order modification has been made. Please note, any order that has already been packed or shipped cannot be modified or cancelled. 

Can I return an item for exchange to a different one?

Unfortunately exchanges are not possible at this time.

How Can I Contact You?

Please email us at support@heyllama.com and we will get in touch with you within 2 business days.

How long will it take to ship my parcel(s)?

Once you place your order, please allow 3-5 business days to process your orders. After that, it will take 12-20 business days for delivery in the United States, and 15-30 days for international orders (depending on location).

I bought something and didn’t get an email from you.

If you have not received any emails from us confirming your purchase, do let us know immediately via email (support@heyllama.com) or our contact form with your full name and shipping address. We will sort this out ASAP.

Sometimes our emails may end up in your spam/junk or other folders and we would like to ask you to check them before contacting us.

If I order multiple items, will they arrive in 1 package?

If you order multiple products, they may come separately to ensure quicker delivery.

My item arrived damaged. Can I return it?

Please contact our customer support team at support@heyllama.com to get a new item or refund. Please include the following information:

  • Order number
  • Proof of purchase
  • Complete  delivery address
  • Contact telephone number

In some cases, you may be requested to provide a photo or video of the damaged product for proof to receive a replacement product or refund.

When will I receive my refund?

All refunds will be credited to your original form of payment. Refunds may take up to 14 business days of receipt of returned item or cancellation request. If you haven’t received a credit for your return yet, please contact the bank/card company. It may take some time for the refund to post to your account.

When will my order be processed?

All orders are handled and shipped out from our warehouse in China. Please allow additional time for all orders placed during holiday and sale seasons.

We process orders Monday through Friday. All orders will be processed within 3-5 business days from order date and shipped out the following day. Please not we do not ship on weekends.

Who delivers my item(s)?

Your orders will normally be handed to you via your local postal service.