Frequently Asked Questions
ORDERS AND PAYMENTS
What payment methods do you accept?
We’ve got you covered with plenty of ways to pay!
At checkout, you can use Shop Pay (including Shop Pay Installments if you’d like to split it up), Google Pay, Venmo, and Apple Pay. Of course, we also accept all the major credit cards—Visa, Mastercard, American Express, Discover, and even Diners Club.
Bottom line: Choose whatever’s easiest for you, and we’ll take care of the rest!
Is my payment information secure?
Absolutely! Our store is powered by Shopify, which uses Level 1 PCI DSS compliant servers—the highest level of security in the industry. All payment information is encrypted using SSL (Secure Socket Layer) technology and processed securely through trusted payment gateways. We never store or have access to your full credit card details. Your privacy and security are our top priorities.
Can I modify or cancel my order after placing it?
Once an order is placed, it can’t be changed or canceled directly from your account. But no worries—we’ve got your back!
If you need to make an adjustment or cancel, just shoot us a message at contact@hogabay.com as soon as possible. We’ll do our best to catch your order before it ships out.
Do you offer discounts or promotions?
We sure do! You’ll find discounts and promotions popping up throughout the year—especially around holidays, special events, and new product launches.
Plus, if it’s your very first order with us, you can score 10% off just by signing up for our newsletter with your email. It’s our little way of saying “welcome!”
SHIPPING AND DELIVERY
How long does processing and shipping take?
Once the order has been processed (which can take 1-3 business days) and a tracking number assigned, it can take anywhere from 8 to 14 business days on average to be delivered to you.
Do you ship internationally?
Not just yet—we currently only ship within the United States. We’re working on expanding our shipping options, and international delivery is definitely on our radar.
Stay tuned—HogaBay might be heading your way soon!
How can I track my order?
You can easily keep tabs on your order using our Order Tracking page! Just enter your order number and the email address you used at checkout, and you’ll see the latest updates on your delivery.
If you can’t find your order number, no worries—it’s in your confirmation email. Still stuck? Shoot us a message and we’ll help you out!
What should I do if my package is delayed, lost or stolen?
Don’t stress—we’ve got your back. If your package is taking longer than expected, start by checking the tracking link in your shipping confirmation email (sometimes carriers are just running behind).
If it looks like your order is lost or says “delivered” but you don’t see it, shoot us a message at contact@hogabay.com within 7 days of the expected delivery date. We’ll look into it ASAP and help sort things out—whether that means sending a replacement or finding another solution that works for you.
Why does my order take longer than expected?
Great question! Some of our products ship directly from our international suppliers, which can take a bit longer to arrive depending on where you're located and current shipping conditions.
We always aim to keep you updated with tracking info as soon as it’s available, and we truly appreciate your patience. If your order seems unusually delayed, feel free to reach out—we’re happy to check on it for you!
RETURNS AND REFUNDS
What is your return and refund policy?
We’ve got a 30-day return window—just send your item back in its original condition with proof of purchase. No restocking fees (ever!), but you’ll cover return shipping.
Here’s how refunds work:
- Within 14 days (2 weeks): 100% refund
- 15–30 days: 50% refund
- 30+ days: No refund
A few things can’t be returned—like sale items, gift cards, custom goods, and personal care products. Once we get your return, we’ll process your refund within 10 business days. Easy peasy.
For the full scoop (including how to start a return), check out our Return and Refund.
How do I initiate a return or exchange?
Easy! Just head over to our Return & Refund page and follow the steps listed there. If you’re looking to make an exchange, no problem—just let us know in your email which item you’d like to swap for, and we’ll take it from there.
How long does it take to process a refund?
Once your return is approved and we’ve received the item (if applicable), we’ll process your refund within a few business days—typically no more than 10 days. You’ll get a confirmation email as soon as the refund is on its way.
Just a heads up: depending on your bank or payment provider, it might take a few extra days for the refund to show up in your account. If you haven't received your refund beyond 15-business days, please reach out to us at contact@hogabay.com.
PRODUCTS
Where can I find instructions on how to use a product?
You’ll find everything you need right on the product page! Scroll down to the very bottom and you'll find a Product FAQ section which can answer several product related questions and even provide some getting started tips.
Still need help? Feel free to reach out—we’re always happy to guide you!
What if I have questions regarding a specific product?
No worries—help is just a scroll away! On each product page, you’ll find a product-specific FAQ section near the bottom with answers to common questions.
If you don’t see what you’re looking for, just reach out to us—we’re always happy to help you out directly!
ACCOUNT AND SUPPORT
Do I need an account to place an order?
Nope! Creating an account is totally optional. You can check out as a guest—quick and easy, no sign-up required.
That said, if you do create an account, you’ll be able to track your orders more easily and speed things up for next time. But no pressure—shop your way!
How can I contact customer support?
We’re here to help! You can reach us anytime by filling out the form on our Contact Us page, or just shoot us an email at contact@hogabay.com. We’ll get back to you as soon as we can!
What should I do if I received the wrong or damaged item?
Oh no! If your order isn’t quite right or arrived damaged, please reach out to us as soon as you can at contact@hogabay.com. Send us a quick note with your order details and, if possible, a photo of the issue. We’ll jump on it and make sure to get things sorted out for you quickly!