Delivery
Delivery Information
This delivery policy applies to orders placed through www.hapstone.pro. Orders placed on this website are prepared and shipped from Ukraine.
Hapstone selects the most suitable shipping method based on the destination, parcel size, product availability, delivery speed, and current carrier conditions. The shipping company shown during checkout or order processing may be changed when necessary to ensure reliable delivery.
Regional Hapstone Stores
In addition to our international store, Hapstone operates two regional websites with local warehouse fulfillment:
- United States: www.hapstone-usa.com — domestic delivery for customers in the United States.
- European Union: www.hapstone.eu — delivery from our European warehouse for customers in the European Union.
When a product is available in your regional store, ordering locally may provide faster delivery and simpler customs processing. Product availability, prices, promotions, and delivery conditions may differ between Hapstone regional websites.
Order Processing
Orders are normally prepared for shipment after payment has been confirmed. Processing time may vary depending on product availability, order volume, public holidays, customs procedures, and operational conditions.
If an order contains products with different availability dates, Hapstone may ship the order together when all items are ready or divide it into several shipments. If an order is divided, additional tracking numbers may be provided.
Customers are responsible for providing a complete and accurate delivery address, postal code, telephone number, and recipient name. Hapstone is not responsible for delays or additional expenses caused by incorrect or incomplete delivery information.
Delivery to the United States
Orders placed on www.hapstone.pro for delivery to the United States are shipped from Ukraine using a consolidated shipping method.
The delivery route is normally:
Ukraine → United States consolidation hub → final customer
Depending on the shipment and destination, Hapstone may use FedEx, DHL, UPS, USPS, or a combination of these carriers. The final shipping method is selected by Hapstone based on reliability, delivery time, destination, and current logistics conditions.
Two Tracking Numbers
Consolidated shipments may have two separate tracking numbers:
- The first tracking number covers transportation from Ukraine to the consolidation hub in the United States.
- The second tracking number covers domestic delivery from the US hub to the final customer.
The domestic tracking number may initially show only that the shipping label has been created. Tracking updates normally begin after the consolidated shipment arrives in the United States and is transferred to the final-mile carrier.
US Import Duties
For standard orders shipped from hapstone.pro to customers in the United States, applicable import duties are paid by Hapstone.
Customers in the United States should not normally be required to pay additional import duties upon delivery. However, charges caused by incorrect customer information, refusal of delivery, address changes, storage, redelivery, or special customs requests may remain the customer’s responsibility.
Estimated Delivery Time to the United States
The estimated delivery time is 10–15 business days after dispatch.
This is an estimate and not a guaranteed delivery date. Customs inspections, weather, public holidays, peak-season demand, transportation disruptions, and carrier delays may extend the delivery period.
Delivery to Europe
Orders placed through www.hapstone.pro for European destinations are shipped from Ukraine.
Depending on the destination and parcel, Hapstone may use:
- FedEx;
- DPD;
- the national postal service of the destination country;
- another suitable logistics partner selected by Hapstone.
For customers located in the European Union, we recommend checking product availability at www.hapstone.eu . Orders from the European website are fulfilled from our European warehouse and may offer faster delivery and simpler customs processing.
Estimated Delivery Time to Europe
The estimated delivery time is 7–15 business days after dispatch.
Delivery to Other Countries
For destinations outside the United States, Europe, and Ukraine, Hapstone selects the most suitable available shipping method.
Depending on the country, orders may be delivered by:
- Ukrposhta;
- the national postal service of the destination country;
- UPS;
- FedEx;
- DHL;
- another international logistics partner selected by Hapstone.
International postal shipments may be transferred from Ukrposhta to the national postal operator of the destination country for final delivery. Tracking numbers usually remain valid after this transfer, although updates may appear on a different carrier website.
Estimated Delivery Time to Other Countries
The estimated delivery time is 7–21 business days after dispatch.
Delivery to remote areas, islands, military addresses, or countries with limited transportation connections may require additional time.
Delivery Within Ukraine
Orders within Ukraine may be shipped using one of the following delivery services:
- Nova Poshta;
- Ukrposhta;
- ROZETKA Delivery;
- Meest;
- another available carrier selected by Hapstone.
The available delivery method may depend on the recipient’s location, product dimensions, carrier limitations, and current operational conditions.
Customs Duties, Taxes, and Import Fees
Except for standard orders delivered to customers in the United States as described above, customs duties, import taxes, VAT, brokerage fees, and other charges imposed by the destination country are the responsibility of the recipient.
These charges are not included in the product price or shipping price unless explicitly stated during checkout.
Customs authorities determine the amount of any applicable duties and taxes. Hapstone cannot predict or control these charges. Customers should contact their local customs authority for more information before placing an order.
If the recipient refuses to pay customs duties or import charges and the parcel is returned to Hapstone, actual shipping, return shipping, storage, customs, brokerage, and handling expenses may be deducted from any refund, where permitted by applicable law.
Tracking Your Order
Once your order has been shipped, tracking information will be sent to the email address provided during checkout.
Tracking updates may not appear immediately. Some carriers require up to several business days to register the parcel in their system.
For consolidated deliveries, international postal transfers, or shipments using several carriers, tracking may temporarily stop updating while the parcel moves between logistics partners.
If your order includes two tracking numbers, use the first number to track the international stage and the second number to track final delivery.
Delivery Delays
All delivery periods shown on this page are estimates. Hapstone is not responsible for delays caused by circumstances outside our reasonable control, including:
- customs inspections or customs clearance delays;
- carrier disruptions or transportation shortages;
- weather conditions and natural events;
- public holidays and peak-season demand;
- military activity, border restrictions, or emergency conditions;
- incorrect or incomplete recipient information;
- failed delivery attempts or delayed collection by the recipient.
If tracking has not updated for an extended period, contact Hapstone customer support. We will review the available tracking information and, if necessary, submit an inquiry to the carrier.
Damaged or Lost Shipments
Please inspect the parcel and products as soon as possible after delivery. If the parcel or product arrives damaged, contact Hapstone immediately and provide:
- your order number;
- photographs of the outer packaging;
- photographs of the shipping label;
- photographs or video of the damaged product;
- a brief description of the issue.
Do not discard the packaging until the claim has been reviewed. The carrier may require the original packaging as part of the investigation.
A shipment is not considered lost only because tracking has temporarily stopped updating. Hapstone and the carrier must first investigate the shipment and confirm its status.
Unclaimed, Refused, or Undeliverable Parcels
The customer is responsible for monitoring tracking information and collecting the parcel within the period established by the carrier.
Parcels returned because they were refused, not collected, or sent to an incorrect or incomplete address may be subject to additional shipping, storage, customs, and handling costs.
Where permitted by law, these actual expenses may be deducted from the refund or charged before the parcel is shipped again.
Changing the Delivery Address
Contact us as soon as possible if you need to change your delivery address. We cannot guarantee that an address can be changed after the order has been prepared or transferred to the carrier.
Additional carrier fees caused by an address correction, redirection, or repeated delivery attempt may be charged to the customer.
Contact Information
For questions about shipping, tracking, customs, or delivery, contact:
Hapstone Customer Support
Email:
[email protected]
Phone:
+380 50 102 89 99
Website:
www.hapstone.pro
