Frequently Asked Questions

What is my order status?

You can check your order status by going to Welcome... > Account Overview. Your recent purchases will be listed here. You can then see your order status under "Status".


What does my order status mean?

Pending Approval

You have placed your order, but it has not yet been processed. Please allow us approximately 1 business day to process your order.


Pending fulfillment

Your order has been processed and you will receive an order confirmation in approximately 1 business day with your estimated ship date.


Partially Fulfilled

Part of your order has been shipped.


Pending Billing

Your order is ready to ship, and you will be charged later that day.


Billed

Your payment method has been charged and your order has shipped. You will receive a confirmation email with your cash sale receipt. Your tracking number will be listed on this email.


Canceled

Your order has been canceled. If you did not cancel your order or request a cancellation, please contact us immediately at customerservice@hiokiusa.com or (469) 983-1700.


Closed

Your order has been closed. If you did not request a closure, please contact us immediately at customerservice@hiokiusa.com or (469) 983-1700.


The item I ordered is in stock, when will it ship?

Items that are in stock will ship in approximately 5-7 business days. The estimated ship date will be listed on your sales order in the order confirmation email.


The item I ordered is out of stock, when will it ship?

Delivery times for out of stock items vary. Most out of stock items will ship in approximately 3-6 weeks. The estimated ship date will be listed on your sales order in the order confirmation email.


What is my tracking number?

The tracking number will be listed on your Cash Sale receipt email.


What countries do you ship to?

Our products are only available for shipping within the United states.


How can I contact your sales department, customer service, technical support, or service center?

You can reach us through the Contact Us form and we will contact you as soon as possible.


What is your shipping policy?

You can see our shipping policy her e.


What is your cancellation and return policy?

You can see our cancellation and return policy here.


Can I rent a product?

We do not offer product rentals.


Where is your office located?

Our office is in Plano, Texas.


My question was not answered here. Who can I contact?

Please fill out the Contact Us form and we will reach out to you as soon as possible.