Shipping Policy

Hilde & Phil LLC Last Updated: 08/03/2026

1. Introduction

Thank you for shopping with Hilde & Phil LLC. This Shipping Policy explains how we process and ship your orders. By placing an order with us, you agree to the terms outlined in this policy.

Please read this policy carefully before placing your order. If you have questions about shipping, please contact us at [email protected] or 1-877-308-1262 before completing your purchase.

2. Shipping Regions

Regional Operations

Hilde & Phil LLC operates fulfillment centers in multiple regions to serve our customers efficiently:

• United States - Ships to all 50 states

• Canada - Ships to all provinces and territories, fulfilled from our United States fulfillment center

• Australia - Ships within Australia

• United Kingdom - Ships within the UK

• European Union - Ships within the EU

• Switzerland, Norway, and Iceland - Fulfilled from our European Union fulfillment center

When you visit our store, you will be directed to the appropriate regional storefront based on your location. Each region has its own inventory, pricing (in local currency), and shipping options.

Important: Orders are fulfilled from the warehouse serving your region. We do not ship between regions. For example, if you are in Australia, your order will ship from our Australian warehouse and will not ship from the United States.

Cross-border destinations: Orders to Canada, Switzerland, Norway, and Iceland cross a customs border and are subject to the terms in Section 11. All other destinations ship domestically within their region.

We do not ship to any country not listed above.

3. Processing Time

Standard Processing

• Processing Time: 1-3 business days after order confirmation

• Business Days: Monday through Friday, excluding holidays

• Order Confirmation: You will receive an order confirmation email immediately after placing your order

• Shipping Notification: You will receive a separate email with tracking information once your order ships

Pre-Orders

If your item is listed as a pre-order:

• Processing and delivery times depend on our next inventory shipment

• We will notify you of expected availability dates

• You will receive updates when your order is processed and shipped

• You may cancel pre-orders at any time before shipping

Peak Season & Holidays

During peak shopping periods (including but not limited to Black Friday, Cyber Monday, Christmas, and other major holidays):

• Processing times may be extended to 3-5 business days

• Carrier delivery times may be longer than usual

• We will display any extended processing times on our website and at checkout

• We recommend placing holiday orders early to ensure timely delivery

We make every effort to fulfill orders as quickly as possible, but we cannot guarantee processing times during unforeseen circumstances such as supply chain disruptions, severe weather, or other events beyond our control.

4. Shipping Methods & Delivery Times

Carriers

We ship via trusted carriers including:

• UPS

• FedEx

• USPS (United States Postal Service)

• Amazon Delivery Services

• Regional carriers as available

Note: The carrier used for your order is automatically selected based on your location, package size, and delivery speed. You cannot choose a specific carrier.

Standard Shipping

• Delivery Time: 2-5 business days after shipment (not including processing time)

• Tracking: Provided for all orders

• Coverage: Available to all serviceable addresses in the regions we serve

Total Time to Delivery = Processing Time (1-3 days) + Shipping Time (2-5 days) = 3-8 business days typically

Delivery times to Alaska, Hawaii, Canada, Switzerland, Norway, Iceland, and remote or island locations are typically longer. See Section 5.

Delivery Estimates

• Delivery estimates are provided by the carrier and are not guaranteed

• Estimates do not include processing time

• Actual delivery times may vary based on:

• Carrier delays

• Weather conditions

• Remote or rural locations

• Customs clearance (for applicable destinations)

• High-volume shipping periods

• Incorrect or incomplete shipping addresses

Hilde & Phil LLC is not responsible for carrier delays or delivery estimate discrepancies.

5. Shipping Costs

Free Shipping Threshold

Free standard shipping on orders over $100 USD (or equivalent in your local currency), excluding the destinations listed below.

• Applies to the order subtotal before taxes

• Automatically applied at checkout when the threshold is met

• Not available to the destinations listed in Free Shipping Exclusions below

Free Shipping Exclusions

Because of significantly higher carrier costs, orders shipping to the following destinations do not qualify for free shipping at any order value:

United States

• Alaska

• Hawaii

North America

• Canada (all provinces and territories)

Europe

• Finland

• Iceland

• Malta

• Norway

• Sweden

• Switzerland

Orders to these destinations ship at standard calculated rates regardless of order total. The exact shipping cost is calculated and displayed at checkout before you complete your purchase. There are no hidden fees or surprise charges.

We ship to all of the destinations listed above. They are excluded from the free shipping promotion only.

Standard Rates

For orders under $100 USD (or local equivalent), and for all orders to the destinations listed in Free Shipping Exclusions:

• Shipping charges are calculated based on:

• Destination address

• Package weight and dimensions

• Selected shipping method

• Final shipping cost is displayed at checkout before you complete your purchase

• No hidden fees or surprise charges

Special Locations

Alaska, Hawaii, and Puerto Rico (United States)

• Ship via standard carriers

• Subject to additional shipping costs due to remote location

• Specific rates calculated and displayed at checkout

• May have extended delivery times (typically add 2-3 business days)

• Alaska and Hawaii are excluded from free shipping. Puerto Rico remains eligible.

Remote or Rural Areas

• Some remote locations may incur additional carrier surcharges

• Extended delivery times may apply

• Rates displayed at checkout

6. Shipping Restrictions

Addresses We Cannot Ship To

We cannot ship to the following:

• P.O. Boxes

• APO/FPO/DPO military addresses

• Freight forwarders or package forwarding services

• Any country not listed in Section 2

If you provide one of these addresses, your order will be cancelled and refunded.

Address Requirements

We require a complete, accurate physical street address including:

• Full name

• Street address (no P.O. Box)

• City/Town

• State/Province/Territory

• Postal/Zip code

• Country

• Phone number (for delivery notifications)

Incomplete or incorrect addresses may result in delivery delays, return to sender, or lost packages. See Section 9 for our policy on address errors.

7. Order Tracking

Tracking Information

Once your order ships, you will receive:

• A shipping confirmation email

• Your tracking number

• A link to track your package

• Estimated delivery date

How to Track Your Order

1. Check your email for the shipping confirmation (check spam/junk folders)

2. Click the tracking link provided, or

3. Visit the carrier's website and enter your tracking number

4. Track your package in real time

Tracking Issues

If you experience issues with tracking:

1. Wait 24 hours after receiving your tracking number (carrier systems need time to update)

2. Check the carrier's website directly using your tracking number

3. Contact the carrier first for delivery issues

4. Contact us at [email protected] or 1-877-308-1262 if the carrier cannot resolve the issue

Note: Tracking information is provided by the carrier. We do not control tracking updates or delivery status.

8. Lost, Stolen, or Damaged Packages

Transfer of Risk

Title and risk of loss pass to you upon delivery to the carrier. This means that once the carrier picks up your package from our warehouse, the carrier (not Hilde & Phil LLC) is responsible for the safe delivery of your order.

Lost Packages

If your tracking shows "delivered" but you did not receive your package:

1. Check thoroughly:

• All entrances to your property

• With neighbors

• Building management or mailroom (for apartments/condos)

• Behind bushes, porch furniture, or other concealed areas

• Any alternate delivery locations noted in your order

2. Wait 24 hours: Sometimes packages are marked delivered before actual delivery

3. Contact the carrier: File a claim using your tracking number

• The carrier is responsible for locating lost packages

• Keep your tracking number and all correspondence

4. Contact us: If the carrier cannot locate your package after 5 business days, contact us at [email protected]

• We will work with you to resolve the issue

• Resolution may include a replacement or refund at our discretion

• We are not responsible for stolen packages but will do our best to assist

Damaged Packages

If your package arrives damaged:

1. Inspect immediately: Check your package upon delivery

2. Take photos: Document the damaged packaging and any damaged items

3. Refuse delivery (if possible): If damage is obvious, you may refuse the package at delivery

4. Contact us within 48 hours: Email [email protected] with:

• Your order number

• Photos of damage

• Description of the issue

We will work with you to:

• File a claim with the carrier

• Arrange for a replacement or refund as appropriate

• Resolve the issue quickly

Important: Claims for damaged items must be filed within 48 hours of delivery. After 48 hours, we cannot guarantee a resolution.

Carrier Responsibility

Please understand:

• Carriers are responsible for lost or damaged packages in transit

• We package all items carefully to ensure safe delivery

• Once the carrier accepts the package, they are responsible for its condition

• We will assist you in filing carrier claims when necessary

9. Address Corrections & Delivery Issues

Before Shipment

Address corrections are possible before carrier pickup:

• Contact us immediately at [email protected] or 1-877-308-1262

• We will update your address if the order has not yet been picked up by the carrier

• No additional fees for corrections made before pickup

After Shipment

Once the carrier has picked up your package, we cannot change the delivery address.

If you provided an incorrect address after the package has shipped:

• Contact the carrier directly with your tracking number to request an address correction

• The carrier may charge additional fees for address changes or delivery rerouting

• These fees are your responsibility

• We are not responsible for packages delivered to incorrect addresses provided by you

Undeliverable Packages

If a package is returned to us as undeliverable due to:

• Incorrect address provided by you

• Refused delivery

• Unclaimed package (multiple delivery attempts failed)

• Incomplete address

• Refusal to pay applicable customs duties or import taxes

Reshipment Policy:

• We will contact you about the returned package

• You are responsible for:

• Providing a correct, complete address

• Paying the original shipping cost again for reshipment

• Any additional costs incurred

• If you prefer, we can issue a refund minus the original shipping cost and any duties, taxes, or return charges incurred

Address Verification

We strongly recommend:

• Double-checking your address before submitting your order

• Ensuring someone is available to receive the package

• Providing delivery instructions if needed (for example, "Leave at side door")

• Using a secure delivery location

We are not responsible for delays, losses, or additional costs resulting from incorrect addresses you provide.

10. Delivery Confirmation & Signature

Standard Delivery

• Most orders are delivered without requiring a signature

• The carrier will leave the package at your address

• You are responsible for monitoring your delivery and securing your package

Securing Your Delivery

To prevent theft:

• Track your package and plan to be home

• Request the package be held at a carrier facility for pickup

• Provide special delivery instructions at checkout

• Install a security camera or package lockbox

• Ask a neighbor to watch for delivery

We do not require signature confirmation and do not offer shipping insurance. We recommend taking steps to secure your delivery if you are concerned about theft.

11. Customs, Duties, and Taxes

Domestic Orders

For orders shipping within the United States, Australia, the United Kingdom, or the European Union, your order ships from a warehouse in that same region and stays within it. You will not pay customs, duties, or import taxes on these orders.

Example: UK orders ship from our UK warehouse and stay within the UK.

Cross-Border Orders

Orders shipping to Canada, Switzerland, Norway, and Iceland cross an international customs border:

• These orders may be subject to customs duties, import taxes, VAT, and carrier brokerage or handling fees

• Where these charges are collected at checkout, they will be shown in your order total before you complete your purchase

• Where they are not collected at checkout, they are billed by the carrier or customs authority at or before delivery and are your responsibility

• Hilde & Phil LLC has no control over these charges and cannot predict their amount

• Customs clearance may add time to your delivery estimate

• Refusing to pay these charges may result in your package being returned or destroyed. See Section 9 for our policy on undeliverable packages

Please check with your local customs office if you are unsure what charges may apply.

Taxes

• Applicable sales tax, VAT, or GST is calculated and charged at checkout

• Tax rates depend on your delivery address and local regulations

• Taxes are included in your order total

12. Holidays & Business Closures

We do not process or ship orders on:

• Weekends (Saturday and Sunday)

• US Federal Holidays (for US and Canadian operations)

• UK Bank Holidays (for UK operations)

• Australian Public Holidays (for Australian operations)

• EU National Holidays (for EU, Swiss, Norwegian, and Icelandic operations)

Orders placed on or immediately before holidays will be processed on the next business day.

Major holidays that affect processing:

• New Year's Day

• Easter (varies by region)

• Memorial Day (US)

• Independence Day (US)

• Labor Day (US)

• Thanksgiving (US)

• Christmas Day

• Boxing Day (UK, Australia, Canada)

• Other regional holidays

Please plan ahead when ordering near holidays.

13. Returns & Exchanges

For information about returning or exchanging shipped items, please refer to our Return Policy.

Important notes about returns:

• You are responsible for return shipping costs unless the item is defective or we made an error

• Items must be returned in original condition

• Return shipping is not refundable

• Customs duties and import taxes paid on cross-border orders are not refundable by Hilde & Phil LLC. You may be able to reclaim them directly from your local customs authority

• See our Return Policy for complete details

14. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW:

Hilde & Phil LLC's liability for any shipping-related issues is limited to:

• The purchase price of the affected items

• The shipping costs you paid

We are not liable for:

• Carrier delays or failures to deliver

• Lost or stolen packages after delivery to the carrier

• Damages caused by the carrier

• Delays due to weather, natural disasters, customs clearance, or other events beyond our control

• Consequential damages, lost profits, or indirect losses

• Issues resulting from incorrect addresses you provide

• Theft of packages from your delivery location

• Customs duties, import taxes, or brokerage fees assessed on cross-border orders

We make no guarantees about delivery dates or times. Delivery estimates are provided by carriers and are not guaranteed by Hilde & Phil LLC.

15. Contact Information

For shipping questions, concerns, or issues, please contact us:

Hilde & Phil LLC Email: [email protected] Phone: 1-877-308-1262 Address: 2424 E york st Unit 310, Philadelphia PA 19125, United States

Customer Service Hours:

• Monday - Friday: 9:00 AM - 5:00 PM EST (US)

• Closed weekends and holidays

Response Time:

• Email: Within 1-2 hours (business days)

• Phone: During business hours

16. Changes to This Policy

Hilde & Phil LLC reserves the right to modify this Shipping Policy at any time. Changes will be effective immediately upon posting to our website.

Your Responsibility:

• Review this policy periodically for updates

• Continued use of our services after changes constitutes acceptance

• The policy version in effect at the time you place your order governs that order

Last Updated: 08/03/2026 Previous Version Date: 12/11/2025

 

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Quick Reference Summary

Questions? Contact us at [email protected] or 1-877-308-1262

Need to track your order? Check your shipping confirmation email for your tracking number and link.

Want to modify your order? Contact us immediately. We can only make changes before carrier pickup.