Shipping policy
Last updated: October 10, 2026
Thank you for shopping Hilo! Please review our shipping policy before placing your order.
Preorders & Processing
Drop 001 — First preorder batch closes Friday, October 16, 2026. Orders in this batch are expected to ship 4–7 weeks after closing, between November 13 and December 4, 2026. Carrier transit time is additional.
Any later preorder batch will have its own closing date and shipment window clearly displayed before purchase. A later batch does not change the shipment window promised for an earlier order.
Preorders are not ready for immediate shipment. The applicable product page will clearly state the expected shipment date or shipment window before purchase. Processing time is separate from carrier transit time.
If we cannot ship within the promised time, we will notify you before that deadline, provide a revised shipment date, and offer the choice to consent to the delay or cancel for a full, prompt refund of the unshipped order. We will obtain consent where required by law. If required consent is not received, we will cancel and promptly refund the unshipped order. Production delays do not remove these rights.
If no shipment timeframe is stated for a U.S. order, we will comply with the applicable 30-day shipment rule. Once shipped, we will send a shipping confirmation and tracking information when available.
Domestic Shipping — United States
Hilo ships throughout the United States.
Available shipping methods, estimated transit times, and shipping costs will be displayed at checkout based on your order and delivery address.
Shipping time is separate from preorder/processing time. A shipping estimate shown at checkout generally refers to the time your package is expected to spend in transit after it has been fulfilled and given to the carrier.
Carrier delivery dates are estimates and are not guaranteed by Hilo.
International Shipping
For Drop 001, Hilo currently plans to offer international shipping to select destinations, including:
Canada, United Kingdom, Australia, New Zealand, and Germany.
Available international destinations may be changed, added, or removed at any time.
International shipping options and prices are calculated at checkout based on the destination, package, and available carrier services.
Depending on the destination, available carriers may include DHL, FedEx, or other international shipping partners.
International Duties & Taxes
International orders may be subject to customs duties, import taxes, VAT, or other charges imposed by the destination country.
Where supported, applicable duties and taxes may be calculated or included during checkout.
Customers should review the total amount shown at checkout before completing their purchase.
In some circumstances, additional charges or customs requirements may arise after shipment. Hilo does not control government customs procedures or processing times.
International Delivery Times
International delivery times vary depending on the destination and selected shipping method.
Customs processing may delay an international shipment beyond the original carrier estimate. Hilo cannot guarantee international delivery dates or control the amount of time a package spends in customs.
Shipping Costs
Shipping costs are calculated and displayed during checkout.
Unless a promotion specifically states otherwise, international shipping is not free and is paid by the customer.
Shipping rates may vary based on destination, package weight, shipping method, and carrier rates.
Order Tracking
When tracking information is available, customers will receive it after their order has shipped.
Please allow time for the carrier to scan and update tracking information after receiving the package.
Once tracking is active, customers can use the carrier's tracking information to follow their shipment.
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please carefully check your:
Name, street address, apartment/unit number, city, state/province, postal code, country, email, and other required information.
If you notice an error after ordering, contact us at hilocustomercare@gmail.com as soon as possible.
We will make reasonable efforts to correct the address before fulfillment, but address changes cannot be guaranteed once an order has been processed or shipped.
Additional shipping charges resulting from an incorrect or incomplete address may be the customer's responsibility where permitted by law.
Lost, Stolen Or Delayed Packages
Carrier delays may occasionally occur after an order leaves Hilo.
If tracking shows that your package is significantly delayed, please contact us and we will help you determine the appropriate next steps with the carrier.
If tracking indicates that an order was delivered but you cannot locate it, first check around the delivery location, with household members, and with the applicable carrier.
Please then contact us if additional assistance is needed.
Nothing in this section limits any rights or remedies available to customers under applicable law.
Damaged Packages Or Incorrect Orders
Please inspect your order after delivery.
If your order arrives damaged or you receive an incorrect item, contact hilocustomercare@gmail.com as soon as reasonably possible and include:
- Your order number
- A description of the issue
- Clear photos of the item and, where relevant, the packaging
We will review the situation and work with you on an appropriate resolution.
Please see our Return & Refund Policy for additional information.
Multiple Items & Sets
Orders containing multiple Hilo items or a hoodie-and-sweatpants set will generally be shipped together when possible.
In some circumstances, items may be shipped separately. If this occurs, you may receive more than one package or tracking number.
Shipping Delays Outside Our Control
Hilo is not responsible for delays caused by circumstances outside our reasonable control, including carrier disruptions, customs processing, severe weather, transportation interruptions, or other unexpected events.
If a significant issue affects your order, we will make reasonable efforts to assist you.
Contact
For questions about shipping or an existing order, contact:
Hilo
Your Consumer Rights
Carrier estimates do not limit your rights if goods fail to arrive, are damaged, or are not as described. We will investigate delivery problems and provide refunds, replacements, or other remedies required by applicable law.
Read our Return & Refund Policy for cancellation and return rights, including UK and EU distance-selling rights where applicable.