General PoliciesHILITING will not be responsible for damage during shipment. The customer must inspect the package for signs of tampering or physical damage before accepting delivery. Once the package is accepted, and there is damage to the product(s), the customer will be responsible for filing a claim with UPS or other carriers, and will be responsible for any charges that may occur in getting a replacement or refund, such as shipping costs. HILITING will provide necessary assistance as required.
You may request for rush shipping at an additional cost to you by contacting us after placing your order. However, it is not guaranteed that the necessary change will be made to your order in time.
When will my order be shipped?We process orders from 9:00AM PST - 3:00PM PST on business days from Monday through Friday. We do not process orders on Saturday and major U.S holidays. We do process orders on Sunday but they will not leave and be shipped until the following business day.
Our daily shipping cutoff time is 3:00PM PST.
Where do you ship to?
We ship internationally, but customers will be charged with respective sales taxes based on shipping address (No tax is collected from USA shipping addresses). Customers are responsible for all shipping duties, customs charges or any other fees that may not be know at the time of shipment.
Please note: Certain orders will be shipped to the cardholder's verified billing address. If we are unable to verify this address, the order may be cancelled. Additionally, certain orders are going to be shipped with signature confirmation (Someone must be available to sign for the package).
Turn Around for Custom Gobo
1-COLOR: around 1-2 days for production after gobo design confirmed, 3-5 days for delivery.
2-COLORS: around 1-2 days for production after gobo design confirmed, 3-5 days for delivery.
3-COLORS: around 2-3 days for production after gobo design confirmed, 3-5 days for delivery.
FULL COLORS: around 2-3 days for production after design confirmed, 3-5 days for delivery.
Rush options are also available for customers that need their custom glass gobo faster (additional Rush Charges may apply).
Shipping MethodsAll orders are shipped by either UPS, FedEx or DHL. You may indicate your preference via email or phone. However, HILITING reserves the right to select the carrier of its choice. All appropriate packaging materials are used to meet the shipping requirements of the carriers. Estimated times are 2-7 business days for global orders.
Order TrackingOnce your order has been shipped, the tracking number will be sent to the email address registered to your account.
Please do not be alarmed if the delivery confirmation for your package has not updated in a few days. Carriers delivery confirmation does not update until the package has reached a sort facility or your local post office. There are no updates in between. All delivery issues should be addressed with your local post office.
UPS, FedEX, DHL offer speedy and reliable service at a low cost. However, they can and will occasionally make the mistake of mis-routing a package. Unfortunately these errors are out of our control and we are not responsible for errors or delays by carriers.
Incomplete or Incorrect Address Submissions
Please review your shipping address carefully when placing an order. Errors in the shipping address will cause delays in transit times or returned orders. We will not reship the order until it is returned to us by the courier and the customer has paid for the cost to reship the order.
PlLEASE NOTE that HILITING reserves the right to cancel any order due to stock availability or information errors. If you require assistance or have any questions, please email us at email@example.com