FAQs
Frequently Asked Questions (FAQ)
At HopiHappy, we're committed to transparency and making your shopping experience as smooth as possible. Below you'll find detailed answers to all your questions about our products, policies, and services.
PAYMENT & SECURITY
Q: What payment methods do you accept?
A: We accept all major credit and debit cards, as well as PayPal for fast and secure checkout.
Q: Is my personal information secure?
A: Yes. HopiHappy uses industry-standard SSL encryption to protect your personal and payment details. Your information is securely processed and never shared with third parties.
Q: Do you store my payment information?
A: No, we do not store your payment details. All transactions are processed securely through our payment partners.
ORDER TRACKING & MANAGEMENT
Q: How can I track my order?
A: Once your order has been dispatched, you'll receive an email with your tracking number. You can enter it on our Track Order page for real-time updates.
Q: My tracking number isn't working. What should I do?
A: Sometimes tracking numbers take 1–3 days to update in the system. If it still doesn't work after this time, please contact us at support@hopihappy.com.
Q: Tracking says 'delivered' but I haven't received anything.
A: In some cases, parcels are marked delivered when they arrive at your local post office. We recommend checking with them or waiting 2–3 more days before contacting us.
Q: Can I cancel or modify my order?
A: Yes, but only if your order hasn't been dispatched yet. Contact us immediately at support@hopihappy.com with your order number.
SHIPPING & DELIVERY
Q: Do you ship across Australia?
A: Yes! We offer free standard shipping to all locations within Australia.
Q: Do you ship internationally?
A: Yes, we ship worldwide. International shipping rates and delivery times vary by destination. Please check our shipping calculator at checkout.
Q: How long does shipping take?
A: • Australia: 2 to 4 weeks
• International: 20-40 business days
Orders are usually dispatched within 1–3 business days.
Q: Where is my order shipped from?
A: We ship from our international warehouses in China or Australia depending on product availability and your location.
Q: How will my order be delivered?
A: Your parcel will arrive at your address or be held at the nearest post office with a notification card left in your mailbox.
Q: Do you offer express shipping?
A: Yes, express shipping options are available at checkout for faster delivery.
RETURNS & REFUNDS
Q: What if I receive a damaged or faulty product?
A: Please email us a photo or video of the damage at support@hopihappy.com, and we'll send you a replacement free of charge immediately.
Q: Can I return my order?
A: Yes. If you're not satisfied, you can return items within 30 days of delivery. Items must be unused and in original packaging. Visit our Return Policy page for full details.
Q: How do I initiate a return?
A: Contact our customer service team at support@hopihappy.com with your order number and reason for return. We'll guide you through the simple process.
Q: Who pays for return shipping?
A: For defective items, we cover return shipping. For change-of-mind returns, customers are responsible for return shipping costs.
Q: How long do refunds take?
A: Refunds are processed within 5-7 business days after we receive your returned item.
PRODUCT INFORMATION
Q: Are your products authentic and safe?
A: Yes, all our products are 100% authentic, sourced directly from trusted manufacturers, and meet international safety standards.
Q: Do you offer product warranties?
A: Yes, all products come with manufacturer warranties. Specific warranty terms vary by product and are listed on each product page.
Q: How do I choose the right size for my pet?
A: Each product page includes detailed size guides and measurement instructions. When in doubt, contact us for personalized sizing advice.
Q: Are your products suitable for all dog breeds?
A: Our products are designed for various breeds and sizes. Check individual product descriptions for breed-specific recommendations.
ACCOUNT MANAGEMENT
Q: Do I need to create an account to shop?
A: No, you can checkout as a guest. However, creating an account allows you to track orders, save favorites, and enjoy faster checkout.
Q: How do I reset my password?
A: Click 'Forgot Password' on the login page and follow the instructions sent to your email.
Q: Can I update my shipping address after placing an order?
A: Contact us ASAP at support@hopihappy.com. If your order hasn't shipped yet, we'll try to update the address. We can't make changes after dispatch.
PROMOTIONS & DISCOUNTS
Q: Do you offer discounts or promotions?
A: Yes! We regularly offer seasonal sales, first-time buyer discounts, and loyalty rewards. Subscribe to our newsletter for exclusive offers.
Q: How do I use a promo code?
A: Enter your promo code in the discount field during checkout before completing your purchase.
Q: Can I combine multiple discount codes?
A: Generally, only one discount code can be used per order unless specifically stated otherwise.
PRIVACY & DATA PROTECTION
Q: How do you protect my personal information?
A: We use industry-standard security measures including SSL encryption, secure servers, and strict data access controls. We never sell your information to third parties.
Q: Can I delete my account and data?
A: Yes, contact us at support@hopihappy.com to request account deletion. We'll remove your personal data in accordance with privacy laws.
CUSTOMER SERVICE & SUPPORT
Q: How do I contact customer service?
A: Email us at support@hopihappy.com or use our contact form. We aim to respond within 24 hours.
Q: What are your customer service hours?
A: Our customer service team is available Monday through Friday, 9:00 AM - 6:00 PM AEST. We're closed on weekends and public holidays.
Q: Do you offer live chat support?
A: Currently, we provide support via email and contact form. Live chat may be available during peak hours.
TECHNICAL SUPPORT
Q: I'm having trouble with your website. What should I do?
A: Try clearing your browser cache and cookies, or try a different browser. If problems persist, contact support@hopihappy.com with details about the issue.
Q: My order is stuck in customs. What can I do?
A: While rare, customs delays can happen with international orders. Please contact your local customs office for assistance. HopiHappy is not responsible for duties, taxes, or delays caused by customs.
BUSINESS INFORMATION
Q: Where is HopiHappy located?
A: HopiHappy is based in Luxembourg, with warehouses in Australia and China for efficient global shipping.
Q: Are you a registered business?
A: Yes, HopiHappy is a fully registered and licensed business operating in compliance with all applicable laws and regulations.
Still need help?
Reach out to us anytime at support@hopihappy.com — We're here to make your pup's tail wag and ensure you have the best shopping experience possible!
Last updated: May 2025