This Shipping Policy applies to purchases made from Hollow Alpaca (“we”, “us”, “our”). By placing an order through our website, you acknowledge and agree to the terms set out below.

Shipping Destinations

We currently ship to addresses located in the United States and Canada. We do not ship to P.O. boxes, APO/FPO addresses, or restricted delivery locations where carriers cannot complete delivery (unless explicitly indicated at checkout).

Order Processing Time

Orders are typically processed within 24–48 hours after the order is placed (excluding weekends and public holidays). Processing time refers to the period required to confirm the order, perform standard verification checks, prepare the shipment, and hand the parcel to the carrier.

Please note that processing time is separate from shipping/transit time. In certain circumstances—such as high order volume, inventory checks, address verification, or risk screening—processing may take longer. If we anticipate a material delay, we may contact you using the email address provided at checkout.

Delivery Time

Once shipped, delivery is estimated to take five to ten business days. Delivery estimates are not guarantees and may vary due to factors beyond our control, including carrier delays, weather, customs procedures (where applicable), and peak-season congestion.

Shipping Costs

Shipping fees (if any) are calculated and displayed at checkout prior to payment. Any available shipping promotions, thresholds, or special rates will also be shown at checkout.

Tracking

Where tracking is available, we will provide tracking information by email once your order has shipped. Tracking updates are provided by the carrier and may take time to appear or refresh after a label is created.

Customs, Duties, and Taxes (Canada)

For shipments delivered to Canada, customs duties, brokerage fees, and import taxes may apply depending on the shipment and local regulations. Unless explicitly stated otherwise at checkout, such charges are the customer’s responsibility and are not included in the product price or shipping fee.

Address Accuracy

You are responsible for ensuring that your shipping address is complete and accurate at the time of checkout. If an order is returned or delivery fails due to an incorrect, incomplete, or undeliverable address provided by the customer, we may, at our discretion: (i) reship the order (subject to additional shipping charges); or (ii) issue a refund excluding original shipping costs and any non-recoverable carrier fees.

Lost, Stolen, or Delayed Packages

Once an order is handed to the carrier, the carrier is responsible for delivery. If your tracking indicates that a parcel is delayed, missing, or marked as delivered but not received, please contact us promptly so we can assist with reasonable next steps, which may include initiating a carrier inquiry.

We are not responsible for loss or theft where the carrier confirms successful delivery to the address provided, including where a parcel is left in a safe place, mailroom, or reception area in accordance with the carrier’s delivery practices.

Refused Deliveries and Unclaimed Shipments

If a delivery is refused or a shipment is unclaimed and returned to sender (where return service is available), we may process a refund once received, less any shipping costs, return fees, duties, or carrier charges that are not recoverable.

Customer Support

If you have any questions about shipping or need help with an order, please contact us at support@hollow-socks.net.

Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect operational, legal, or regulatory changes. Any updates will be posted on this page with immediate effect unless stated otherwise.