Our Commitment to Safe Delivery
At HX, we take every measure to ensure your order arrives safely, discreetly, and in perfect condition. Our Shipping Protection Policy is designed to give you complete peace of mind from the moment you place your order to the moment it arrives at your door.
What Is Shipping Protection?
Shipping Protection covers your order against:
- Lost Packages — Orders confirmed lost in transit by the carrier
- Damaged Items — Products damaged during shipping due to mishandling
- Theft — Packages confirmed stolen after delivery (with supporting evidence)
- Delivery Failures — Orders that cannot be delivered due to carrier error
How It Works
Step 1 — Report Your Issue
Contact our support team within 7 days of the estimated delivery date if your package is lost, or within 48 hours of receiving a damaged item.
Step 2 — Submit Your Claim
Provide your order number, a description of the issue, and any supporting photos or carrier documentation.
Step 3 — We Resolve It
Once your claim is reviewed (within 2–3 business days), we will offer one of the following resolutions:
- A full replacement shipped at no additional cost
- A full refund to your original payment method
Discreet Packaging Guarantee
All orders are shipped in plain, unmarked packaging with no indication of the contents on the exterior. Your privacy is our priority. Billing statements will reflect a neutral company name.
Shipping Timelines
| Region | Standard Shipping | Expedited Shipping |
|---|---|---|
| United States | 7–14 business days | 3–5 business days |
| Europe | 10–18 business days | 5–8 business days |
| Australia / NZ | 10–16 business days | 5–7 business days |
| Rest of World | 14–21 business days | 7–12 business days |
Timelines are estimates and may vary due to customs clearance or carrier delays.
Important Exclusions
Shipping Protection does not cover:
- Incorrect shipping addresses provided by the customer
- Packages refused at delivery
- Delays caused by customs holds or import restrictions
- Orders where delivery is confirmed by carrier tracking
Customs & Import Duties
International orders may be subject to customs inspection and local import duties. These fees are the responsibility of the customer and are not included in the shipping cost. We declare all packages at accurate values in compliance with international trade regulations.
Contact Us
If you have any questions or need to file a shipping claim, please reach out to our support team:
📧 hxdoll2026@gmail.com
🕐 Response time: Within 24 hours (Monday–Friday)