Shipping, Returns, and Customer Satisfaction Guarantee

Effective Date: January, 26, 2024

Welcome to Hills Bros.! We are dedicated to providing you with an exceptional shopping experience, and our shipping, returns, and customer satisfaction guarantee reflect our commitment to your satisfaction. Please read our updated policy to understand how we handle your orders and returns as well as our assurance of your satisfaction.

Shipping Policy

Order Processing and Shipping Time:

Our goal is to process and ship orders within 1-2 business days of order placement (excluding weekends and holidays).
During high-demand periods, processing and shipping times may be slightly longer.

Shipping Methods:

Choose from various shipping options at checkout to find the delivery speed that best suits your needs.
Shipping times are estimates only and are not guaranteed.
Shipping costs are calculated based on the weight of your order and the shipping method selected.
We cannot upgrade shipping once an order has been placed. Please note we do not refund orders with upgraded shipping if the delay is due to the carrier.
UPS cannot deliver to a PO Box. If you cannot obtain a street address and must use a PO Box, the telephone number of the recipient must be on the label. A shipment addressed to a PO Box can experience delays, is not covered by any UPS service guarantees, and is assessed an address correction surcharge.

Shipping Confirmation:

Once your order is shipped, you will receive a confirmation email with tracking information. If you do not see an email, please check your spam folder for an email from Hills Bros. (hello@hillsbros.com).
Please allow some time for the tracking information to update.
Please Note: Tracking on your order may not show any movement or initial scan for several days.

Shipping Destinations:

We currently ship to addresses within the United States and Canada only.

Shipping to Canada:

Free Shipping is not available to addresses in Canada.
Hills Bros. has contracted with UPS for all shipments to its customers in Canada and all orders will be sent using UPS Standard. UPS can only deliver to a street address. NO PO BOXES. Shipping charges will be paid when you place your order. You will have an opportunity to see the full amount of your purchase including the shipping charges before you confirm and place your order.
Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes on goods (e.g. excise tax). A brokerage fee may also be charged to process shipments and present the requisite customs paperwork to Canada Customs on the customer’s behalf. All shipping charges, customs fees, brokerage fees and any other delivery fees associated with delivery of an order are the responsibility of the customer. Please be aware that UPS will request payment of these charges at the time of delivery . You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery. The customer is responsible for any return shipping charges, if applicable, unless the wrong product is delivered.

APO/FPO Boxes:

As a courtesy to our Service Members we do ship to APO/FPO boxes. Please follow the directions outlined below or feel free to contact us at 844-365-2739. You will need to create an account when placing your order, making sure the address under the "Customer Information" section is the same as the address on your credit card billing statement. When prompted for the "Ship to" address, enter EComm (for first name) and Clerk (for last name), 1201 Enterprise Drive, Suffolk, VA 23434. Entering this address informs the shipping clerk the order needs to be shipped through the U.S. Postal Service. In the "comment" section, please provide the recipient's name and APO/FPO address. Customers will be charged the UPS shipping costs as calculated within the shopping cart. Postal rates are actually more and Hills Bros. pays the difference. We appreciate all that our troops do to keep our country safe.

Lost or Delayed Shipments:

In the rare event that your order is lost or significantly delayed, please contact our customer support team at hello@hillsbros.com and we will assist you in resolving the issue.

Free Shipping Offer Exclusions:

Receive free standard shipping to addresses in the contiguous U.S. on orders of $49 or more, after any promo codes, discounts, and coupons are applied. Excludes shipments to Hawaii, Alaska, Canada and P.O. Boxes.

Customer Satisfaction Guarantee

Our Promise to You:

We stand behind the quality of our products and your satisfaction is our priority.
If, for any reason, you are not completely satisfied with your purchase, please contact our customer support team at hello@hillsbros.com within 45 days of your order date.

Resolution Options:

We will work with you to find a suitable resolution, which may include a replacement, exchange, or refund.

Returns and Exchanges

Return Eligibility and Requirements:

If, for any reason, you are not completely satisfied with your purchase, please contact our customer support team at hello@hillsbros.com with your order number and a brief explanation of the reason for the return within 45 days of your order date. Timely contact is required.
Our customer support team will provide you with further instructions.
We accept returns received by us within 45 days of the order date.
To be eligible for a return, items must be unused, in their original packaging, and in the same condition as received.
We reserve the right to refuse returns that do not meet all of these requirements.
The customer is responsible for any return shipping charges, if applicable, unless the wrong product is delivered.

Initiating a Return:

To initiate a return, please contact our customer support team at hello@hillsbros.com with your order number and a brief explanation of the reason for the return.
Our customer support team will provide you with further instructions.
The customer is responsible for any return shipping charges, if applicable, unless the wrong product is delivered.

Refunds:

Refunds will be processed within 10 days of our receipt of a returned item.
Refunds will be applied to the same payment method used for purchase.

Original shipping fees are non-refundable unless the wrong product is delivered.

Exchanges:

If you received a defective, damaged or incorrect item, we will exchange it for a new one. Please contact our customer support team at hello@hillsbros.com for assistance.

Please email photos of the incorrect, or damaged product including the exterior / shipping packaging to hello@hillsbros.com. Please do not throw away any damaged goods until either a shipping provider claims adjuster has been in contact with you (if needed) or you have further instructions from the customer support team.
If your order has been severely damaged in transit, you may refuse delivery and have the package returned to us to file a claim with the carrier and process a replacement order.

For any questions or concerns regarding our shipping, returns, and customer satisfaction guarantee, please contact our customer support team at hello@hillsbros.com.

Thank you for choosing Hills Bros.®