FAQ

You will receive a shipment notification email from support@heekpek.com. It includes detailed items, the tracking number, carrier, and tracking link. If you only leave us a mobile number for contact, you will receive a fulfillment message. Or you can log in your account on our website to follow the progress of your order.

Generally for in stock products, it will take 2-5 days to process the order after it is placed. If your order contains any pre-sale products or out of stock items, we will ship out the in-stock products first. The remaining items will ship once they are available. We will inform you if the waiting time is more than 10 days.

If there is no tracking info a few days after your order is shipped out, the reason is that it may take 1-3 days for the tracking info to be updated while the shipping company is arranging the shipping space.

If there is no updated tracking info during transportation for less than 5 days but still within estimated delivery date, please don't worry, tracking info has only been updated when it arrives at some important ports or destinations.

If there is no updated tracking info for more than 5 days, please feel free to contact us.

Normally, an email with a tracking number will be sent to your account email address once the order is shipped out. If you only leave us a mobile contact, the above information will be sent by message. If you did not receive the email or message for long times, you can check the following situations:

1. Please check your order status in your account to see whether it is shipped.
2. Please check whether the email failed to reach your inbox and flagged as spam by the email service provider.
3. Please check whether the email address or mobile number you used to place the order is different.
4. Or you can send an email with the question and order number to support@heekpek.com. We will reply to you in a short time.

If you are our member, you can log in to your account and check your order status. There is a tracking number when the order has been fulfilled. Click “Track shipment” to track your parcel. If not, you can register by the email address that you filled in the order information. Then there is your order status after you log in. Or you can contact us for help. 

It might be the below reasons:

1. To make sure each parcel does not exceed the parcel weight limit that is set by the express company, orders must be split into several parcels in some cases.
2. The products ordered are currently in different warehouses. To save your time, we ship them from each warehouse directly.
3. Some products in your order are pre-sale or out of stock items. The in-stock products will be shipped first so that you will receive them as early as possible. The pre-sale or out of stock items will ship once they are available.

We ship to the United States, Canada, United Kingdom, and most European countries.

Know more please view Shipping Policy

Please note that orders can only be cancelled or changed before fulfillment. Please email us with the order number and details. Our staff of the service center will follow up ASAP.

• Email: support@heekpek.com

There might be two situations for missing items, please contact us according to the following description：

1. Your order is overweight or contains pre-order or out-of-stock products. For overweight orders, we may split the order and ship it out in several packages. For orders containing pre-sale or out-of-stock products, we may split the order when it was a little delayed and give priority to the items in stock so that you can receive them as soon as possible. The remaining products will be shipped out once they are instock. Hence, the missing items may be in the coming packages. If you have any questions about your package, don’t be hesitate to contact us.
   
2. Missing items caused during packing or transportation. Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures of the items and you received.

• Email: support@heekpek.com

We’re sorry for the inconvenience. Please contact our support team with your order number and details of the issue. We’ll work with you to resolve it as quickly as possible.

• Email: support@heekpek.com

We accept major credit and debit cards, as well as other secure payment methods available at checkout. All payments are processed safely and securely.

Yes. We use industry-standard encryption and trusted payment gateways to protect your payment information at all times.

Your payment will be charged once your order is successfully placed and confirmed.

Payments may be declined due to incorrect details, insufficient funds, or bank restrictions. Please double-check your information or contact your bank for assistance.

No, you can check out as a guest. However, creating an account allows you to track orders and save your details for future purchases.

Click on the “Sign Up” or “Create Account” option and follow the instructions to set up your account.

Click “Forgot Password” on the login page and follow the steps to reset your password via email.

Log in to your account and go to your account settings to update your personal information.

Use our Find Your Size feature to get a size recommendation based on your measurements before adding the product to your cart.

We aim to display product images as accurately as possible. However, colors may vary slightly depending on your screen settings.

Product availability is shown on each product page. If an item is out of stock, it will be clearly indicated.

Yes. Each product page includes detailed descriptions, materials, and care instructions to help you make an informed decision.

You can reach us by filling out the contact form on this page or by emailing our support team.

Our support team typically responds within 1–2 business days.

Support availability may vary. Messages received outside business hours will be answered as soon as possible.

Yes. Each product page includes detailed descriptions, materials, and care instructions to help you make an informed decision.