Frequently Asked Questions

Do you offer discreet shipping and billing?

Yes, all orders are shipped in generic brown boxes. The shipping labels and return address are for our warehouse, and all billing is done through HCCO Retail Ltd.

How do I place an order?

Once you’ve found the product/s you’d like to purchase, click on the add to cart button. You can add multiple products to your shopping cart. Once you are ready to place your order, click on the shopping cart icon to proceed with placing your order. You will need to fill out your shipping information and payment details there.

Can I place an order over the phone?

No. You will need to place your order online using our website.

When will my order arrive?

Delivery times vary based on your location and shipping service. Delivery time also depends on when you placed your order. We offer same day dispatch on all orders placed before 12 pm ET. Orders placed after 12 pm ET will be dispatched on the next business day, excluding holidays. The table below shows estimated delivery times for different shipping options. For more details, please check out the shipping and delivery page.

 Service Estimated Delivery Time
Standard Shipping 4-7 Business Days
Priority Shipping 2-3 Business Days
Express Expedited Shipping 1-2 Business Days
Premium Next Business Day Delivery 1 Business Day (on orders placed before 12 pm ET)

What are your accepted payment methods?

We accept all major credit cards, including Visa, MasterCard, American Express as well as PayPal.

How much does the shipping cost?

Shipping costs vary based on the shipping method you select. We offer free standard shipping on all orders over $59. The table below shows different shipping options and their respective costs. For more details, please check out the shipping and delivery page.

Service Cost
Standard Shipping $6.99
Priority Shipping $12.99
Express Expedited Shipping $19.99
Premium Next Business Day Delivery $49.99

Do you offer international shipping outside of the United States

No. We only ship within the Continental United States, consisting of 49 of the 50 US states and the District of Columbia. We don’t deliver to Hawaii or to other countries at the moment.

Do you save my credit card details?

No. We don’t store your credit card details as it is a security threat. We are PCI compliant and meet the The Payment Card Industry Data Security Standard (PCI DSS). Our server encrypts your personal information and payment details before your transaction is processed. This occurs using 256-bit Secure Sockets Layer (SSL). For more details, please check out the secure payments page.

Can I return a defective item?

Yes. If you receive a defective product, you can return the item within 30 days from the date of delivery. We can only replace the product with the same product however. For more details, please check out the return policy page.

What is your return policy?

We want you to be happy with the purchase you made. If you are not completely satisfied with your purchase, you can return the product you ordered if it’s unopened and not used. For more details, please check out the return policy page.

How do I reset my password?

To reset your password, click on the user icon on the top right corner of your browser. This will take you to the user login page. Click on the forgot password link and then enter the email you used when creating your HotCherry account and then click submit. From there, we will send you an email to reset your password.

How can I get email offers with discounts and promos?

You can subscribe to our newsletter to get special offers, promotions and free giveaways. You can always unsubscribe if you no longer want to receive email offers in the future.

How can I unsubscribe from receiving newsletter emails?

You can unsubscribe at any time by clicking the unsubscribe link that is at the bottom of every email that we send.

How do I track my order?

Once we process your order, you will receive an email notification with your tracking number and you can use this page to track your order. Please keep in mind that it might take us up to 2 days to process your order, depending on the day and time of your order. 

I didn’t receive my order, what should I do?

First, please use your tracking number to check the status and location of your order. If your order shows delivered but you didn’t receive the order, contact the courier directly to file a claim. Here is some useful courier contact information:

Service Phone Number To Talk to a Human
UPS 1-800-742-5877 Press 0 (zero), then 0 (zero), then press 5, then 5, then 2
USPS 1-800-275-8777 Say, “speak to a representative” at each prompt
FedEX 1-800-463-3339 Press 0 (zero) at each prompt

Can I cancel an order?

Yes. However, we can only cancel orders that haven’t left our warehouse. Once the order leaves our warehouse we cannot retrieve the package back from the courier. However, you can mark the package “Return to Sender.” Once we receive the package back, we’ll issue a refund excluding the shipping fees.

How do I contact HotCherry customer service?

If you have general customer service related inquiries, please email us at care@hotcherry.co or call us any time and leave a voice mail or speak with a live rep here: 1-888-467-0077