Holiday & Black Friday FAQ
When will my order ship
Black Friday, Cyber Monday, and the holiday season bring a higher volume of orders. Our team works through them as quickly as possible, but processing times may take a few extra business days.
Once you receive your order confirmation email, your order is locked in. You’ll get a tracking email as soon as your package leaves our warehouse.
How long will shipping take
Shipping carriers often experience delays in late November and December. Transit times may vary, but typical windows are:
- U.S. Orders: 3 to 7 business days (standard shipping)
- U.S. Orders: 2 to 4 business days (express shipping)
- Canadian Orders: 2 to 15 business days
- International Orders: 2 to 15 business days, depending on customs and destination
Please note that shipping timelines begin once your order has shipped, not at checkout.
Are duties paid at checkout for international orders?
Yes your duties are paid upon checkout when you order and you won't receive additional charges when you receive the package.
Can I change my shipping address
Orders begin processing quickly, so address changes are not always possible.
If your order has not shipped yet, email support@hourscollection.com right away with your updated address. We’ll do our best to update it before it leaves the warehouse.
Can I cancel or modify my order
Due to high demand during this period, we’re not able to cancel or modify orders once they’re placed. This ensures that all orders move through our system accurately and on time.
What if my tracking hasn’t updated or shows “Delivered” but I didn’t receive my package
Tracking can lag by 24 to 48 hours during peak season.
If there’s no update for several days, or if your order is marked “Delivered” but hasn’t arrived, contact us at support@hourscollection.com and we’ll help you sort it out.
What is your holiday return policy
Our standard policy applies, with one seasonal extension:
Orders placed during the holiday period are eligible for return or exchange until January 5, 2026.
Additional notes:
• Returns are issued as store credit
• Items must be unworn, unwashed, and in original condition with tags
• Final-sale items are not eligible
• Full instructions can be found on our Return Policy page
How does your Gift With Purchase program work
Our Black Friday Gift With Purchase is one gift per order based on the highest tier reached:
$100+: Free US shipping
$200+: Carabiner
$300+: Card Holder
$400+: Hoodie
Important notes:
• Gifts are not cumulative. Orders hitting $400+ qualify for either the card holder or the hoodie.
• Free shipping applies automatically at the thresholds above.
• Gift items must be manually added to the cart once your tier is reached.
• Gift items are final sale and not eligible for return or exchange.
Do you offer price adjustments
Yes. Orders placed within 24 hours before the start of our Black Friday sale are eligible for a price adjustment in the form of store credit.
Orders outside that window, or orders using a discount code, are not eligible.
If you believe your order qualifies, email support@hourscollection.com.
Who can I contact for help
Our customer experience team is here throughout the season.
For questions about orders, shipping, returns, or anything else, email:
support@hourscollection.com
We’ll respond as quickly as possible. Thank you for your patience during this busy time.