Shipping policy

SHIPPING POLICY

Last updated: 8.6.2026

OVERVIEW

Thank you for shopping with HiSupp! This Shipping Policy explains how we process, ship, and deliver your orders. By placing an order with us, you agree to the terms outlined below.

If you have any questions about your shipment, please contact us at info@hisupp.com.

ORDER PROCESSING TIME

All orders are processed within 1-3 business days (Monday to Friday, excluding weekends and public holidays) after payment confirmation. You will receive a confirmation email with tracking information once your order has been dispatched.

Orders placed on weekends or public holidays will be processed on the next business day.

During periods of high demand (such as product launches, promotional sales, or holiday seasons), processing times may be slightly longer. We will notify you by email if there is any significant delay with your order.

SHIPPING TIMES

Estimated delivery time is 7-15 business days from the date of dispatch, depending on your location and the shipping carrier.

Please note that shipping times are estimates only and are not guaranteed. In rare cases, delivery may take longer than 15 business days due to circumstances outside of our control, including but not limited to:

- Customs clearance and inspection delays
- Public holidays in transit or destination countries
- Severe weather conditions or natural disasts
- Carrier delays, strikes, or operational disruptions
- Incorrect or incomplete shipping address provided at checkout
- Remote delivery locations
- Global logistics disruptions or pandemics

We appreciate your patience and understanding in such situations. If your order has not arrived within 30 business days from dispatch, please contact us at info@hisupp.com and we will investigate the matter with our shipping partners.

SHIPPING RATES

Shipping rates are calculated at checkout based on your delivery location, the weight of your order, and the shipping method selected. All applicable shipping costs will be displayed before you complete your purchase.

From time to time, we may offer free shipping promotions or discounted shipping rates. These promotions are subject to specific terms and conditions, which will be communicated at the time of the promotion.

CUSTOMS, DUTIES, AND TAXES

For international orders shipped outside the European Union, you may be subject to import duties, customs fees, taxes, or other charges imposed by the destination country. These charges are the responsibility of the recipient and are not included in the product price or shipping cost charged by HiSupp.

We have no control over these charges and cannot predict their amount. Please contact your local customs office for more information regarding duties and taxes that may apply to your order before placing your order.

If a package is refused by the recipient or returned to us due to unpaid customs charges, we reserve the right to deduct the cost of return shipping and any associated fees from the refund.

ORDER TRACKING

Once your order is dispatched, you will receive a confirmation email containing your tracking number and a link to track your shipment.

Please allow up to 48 hours for tracking information to become active after dispatch. If your tracking number is not working after 48 hours, or if there have been no tracking updates for more than 10 business days, please contact us at info@hisupp.com.

SHIPPING ADDRESS

It is the customer's responsibility to provide a correct and complete shipping address at checkout. HiSupp is not responsible for orders shipped to an incorrect address provided by the customer.

If you notice an error in your shipping address after placing your order, please contact us at info@hisupp.com as soon as possible. We will do our best to update the address before dispatch, but we cannot guarantee changes once an order has entered processing.

If an order is returned to us due to an incorrect address provided by the customer, the customer will be responsible for the cost of re-shipping the order.

UNDELIVERED OR LOST PACKAGES

If your package is marked as delivered by the carrier but you have not received it, please:

1. Check with your neighbors, household members, building reception, or local post office.
2. Allow 2-3 additional business days, as carriers sometimes mark packages as delivered prematurely.
3. Contact your local carrier directly with your tracking number.
4. Contact us at info@hisupp.com if the package still cannot be located.

For packages confirmed as lost in transit by the carrier, we will work with you to either reship your order or issue a full refund.

DAMAGED OR DEFECTIVE PRODUCTS UPON ARRIVAL

Please inspect your order immediately upon delivery. If your product arrives damaged, defective, or with broken safety seals, contact us within 7 days of delivery at info@hisupp.com with:

- Your order number
- The batch/lot number printed on the product label
- Clear photographs of the damaged product and outer packaging

We will arrange for a free replacement or issue a full refund, as detailed in our Refund Policy [INSERT REFUND POLICY URL].

RISK OF LOSS

Once your order has been handed over to the shipping carrier, title and risk of loss pass to you, except where mandatory consumer protection law (including Article 20 of EU Directive 2011/83/EU for EU consumers) provides otherwise. For EU consumers, the risk of loss or damage passes to you only when you or a third party (other than the carrier) indicated by you takes physical possession of the goods.

SHIPPING DESTINATIONS

We ship to most countries worldwide. If your country is not available at checkout, please contact us at info@hisupp.com to inquire whether we can arrange shipping to your location.

Certain countries or regions may be excluded due to local import restrictions on dietary supplements, customs regulations, or carrier limitations.

CONTACT US

For any questions about shipping, delivery, or tracking, please contact us:

MINIMUS d.o.o. (HiSupp)
Email: info@hisupp.com
Phone: +386 69 632 741
Address: Cesta ob Bregu 6, 1291 Škofljica, Slovenia