At Hoolest, we aim to address any concerns you may have quickly and effectively. If you’re experiencing an issue with a charge, your device, or your order, please contact us first to ensure a smooth and timely resolution.
1. Understanding Recurring Charges
If you see a recurring charge on your account, it may be related to a subscription service:
- Hoolest offers subscription options for replacement electrodes at discounted prices.
- An email confirming your subscription was sent on the day you purchased your device.
- To cancel the subscription:
- Log in using the details provided in the email.
- Or contact us at support@hoolest.com for assistance.
2. Product Issues or Returns
If you have concerns about the product you received or wish to return it, contact us for support. We can:
- Provide a replacement device if needed.
- Share detailed return instructions or direct you to our Return and Shipping Policy in the Help Center.
3. Lost, Stolen, or Damaged Shipments
If your order was lost, stolen, or damaged in transit:
- At checkout, we offer Route Package Protection for your peace of mind.
- If you purchased Route Protection, you can file a claim directly with them for reimbursement or a replacement.
4. Delayed Fulfillment
Occasionally, pre-orders or shipping delays may affect order fulfillment. If your order is delayed, please consider the following:
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Check for Updates:
- Review our product pages or website banners for any announcements regarding delays.
- Look for emails from our support or management team with updates on your order’s status.
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Fulfillment Time Exceptions:
- While we strive to fulfill orders within 1-2 business days, exceptions may occur during pre-orders or high-demand periods.
- Shipping estimates, including expedited and express options, do not apply to fulfillment times.
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Team Availability:
- Our team operates Monday through Friday, excluding weekends and holidays.
If you have concerns about a delayed order, please contact our support team at support@hoolest.com for clarification on current fulfillment timeframes.
5. Why Chargebacks May Delay Resolution
Submitting a chargeback through your bank or credit card company can significantly delay the resolution process.
- Until the chargeback is cleared with your bank, we are unable to provide refunds or replacements.
- Contacting us directly is typically faster and allows us to resolve most issues promptly, as long as they fall within Hoolest's policies.
Need Assistance?
If you have concerns about a charge, subscription, or your device, please reach out to our support team for help:
support@hoolest.com
We are committed to resolving your issues quickly and ensuring you have the best possible experience with Hoolest.