order

An email confirmation will be sent to you after placing an order, all details about order fulfillment, window timeframe, return policy etc. will be described in the email.

Potential order cancellations can happen due to stock number inaccuracies, payment authorization issues, pricing and/or issues with customs and similar unexpected circumstances that can invalidate your order.

Hex Termina reserves the right to cancel an order at any moment. Our customer support team will contact you shortly after order cancellation explaining why we had to cancel your order.

All cancelled orders will be immediately refunded

shipping

Shipping estimates are described on every product page. Once your package is shipped you will receive tracking information on your email

Our “Track your order” tool is available on our main page for additional information regarding your order.

Orders within North America ship from the United States (California). All other orders ship from China (Dongguan).

international orders

Destinations outside of the United States may be subject to customs duties and taxes. If you refuse or fail to pay these charges, your package may be returned to us. In such cases, your order will be automatically canceled

Once your package reaches your country, it will most likely be handed off to your local postal service for delivery. The local tracking number can be found within the same tracking link and is usually the most reliable way to follow delivery.

Any delivery issues must be addressed directly with the carrier. Cases of lost or damaged packages caused by third-party international couriers must be handled with their support team.

Free international shipping does not include duties or taxes

Hex Termina is not responsible for customs delay or additional charges.

Lost or Stolen Packages & Delivery Issues

Please contact your shipping carrier directly to file a claim if your tracking shows unusual activity, stops updating, or indicates delivery but the package cannot be located. If your package is returned to us due to delivery issues such as an incorrect address or an undeliverable shipment, your order will be automatically canceled

Hex Termina is not responsible for damaged, returned or lost packages

Returns, Exchanges & Refunds

If you receive a defective or incorrect item, contact us immediately at contact@hextermina.com with photos and your order ID so we can assist you promptly

Refunds can take up to 2 business days to be processed

Cancellations

All sales are final, we only process cancelation or returns in the case of defective or incorrect items

Customer Support

Customer support is available Monday through Friday. We are a small team, and we do our best to respond to every message as carefully as possible. Replies are typically provided within 1 to 3 business days

Please include your name, order number, and any relevant details to help us assist you more efficiently.

Email: contact@hextermina.com

For URGENT inquiries (and urgent only), such as:

• Address changes before shipment

• Size changes before shipment

• Order modifications before shipment

• Incorrect shipping information (missing apartment number, typo, etc.) before shipment

• Delivery intercept requests (if the wrong address was entered)

Please include URGENT in the subject line to help us prioritize. Emails marked as urgent that do not meet our criteria will be handled according to the regular response timeline.