Q: How do I know my order was received? 

A: There are three ways to tell if your order was received. First you should be redirected to a new page with your order number and information. Second you should immediately receive an email confirmation from [email protected]. If you have an account you can check for it under your order history.

 Q: My order won’t go through. YOUR SITE IS BROKEN!!! 

 A: No it is not broken. We got you. If your shipping matches your billing address there is a small check box under where you enter your credit card info. Make sure it is Unchecked if your BILLING address is the SAME as your SHIPPING address. If this does not resolve your issue please give us a call, so we can take care of your order by phone. 

 Q: My order still says pending in my account. What’s the deal? 

 A: Unfortunately, it will always say processing. Our system will not allow us to track orders on the account level. We know it stinks, if you ever have any questions about the status of your order feel free to call or email us. 

 Q: Can I add/remove something to/from my existing order? 

 A: Possibly, reach out to us immediately, and we will try to be accommodating. If your order already has a tracking number that has been scanned and accepted we cannot add anything to it.

 Q: I just placed two separate orders. Can they be combined and shipped together? 

 A: Absolutely! We even do this automatically. If we notice that a customer has placed multiple orders to the same address, we will make every attempt to automatically combine shipping and refund all but the highest shipping charge (combining all items into the largest/most expensive package to ship).

 Q: I’m local to Phoenix do you have a storefront?

 A: No, but you are then welcome to come by the shop to make purchases. Please send us an email or call prior to coming in to make sure we are here. Our in shop hours are usually 7:00A.M.-3:00 P.M.,but can vary. 

Q: Do I have to pay tax?

 A: If your shipping address is located in an area in which our company has an economic nexus then yes, applicable taxes will be calculated and added to your order. We do not have economic nexus in all areas of the US, so not all orders will be taxed. If you are a dealer or have tax exemption documents please contact us directly.

Q: When will my order ship? 

A: Depending on when your order was placed you should receive shipping information within 1-2 business days. Orders placed over the weekend or on a holiday will typically ship on the following business day.

Q: Will I get a tracking number?

A: Of course, you should receive a tracking number in your email box. The email will come from [email protected]. It should read, “HB Industries shipping confirmation for order ******” in the subject line. Please note all orders are picked up everyday between 2-4:00 P.M. AZ Time (No daylight savings)

Q: How long will it take to get me?

A: While we can give a delivery timeframe we cannot guarantee when an order will be delivered. Below are the average delivery timeframes for each shipping option.

List time frames here 

Q: Do you have any other options for shipping? I need this quick.

A: We may be able to accommodate expedited shipping. Just so you know, this does not bump up the timeframe of when your order will ship. Please send us an email with the following, billing and shipping address, products you would like, and which carrier/service. We can send a quote custom order over to you. 

Q: My order total was over $100.00. Why didn’t I get free shipping?

A: The free shipping option must be manually selected at checkout. We do our best to catch these orders while shipping, but sometimes stuff slips 

Q: Do you ship internationally? 

A:No… We are looking into our options for shipping direct to international customers ourselves. We have a few options for you though. Send us an email to find out more. 

***We reserve the right to cancel any orders we believe are using freight forwarding services. If you use a freight forwarding service and your order is shipped we will consider delivery to the forwarding service as a completed order, and will not cover any portion of a misdelivery, missing, or stolen package. 

Q: My tracking says delivered but I never received it. What should I do?

A: Contact us immediately so we can start a claim. It sometimes helps if a customer files one on their end as well. Once it is in their system we will coordinate with USPS to determine if it is lost or misdelivered and can be retrieved. We have your back. 

  ***Please note All issues regarding packages which are delayed, lost, or damaged while in possession of shipping carriers must be brought to our attention within 2 weeks from the date of shipping. All orders should have shipped and been delivered in this timeframe. There is a very limited window in which we can file claims with UPS, FedEx, USPS, and other carriers; the sooner that you can bring carrier issues to our attention the better our chances of favorable resolution  

Q: I paid for FedEx Priority and it was shipped with USPS. What’s the deal? 

A: We have seen a large number of missing/stolen packages going to addresses with apartments, suites, or units. Since USPS has more access to mailboxes and cluster boxes they are much more reliable when it comes to delivering to these addresses. Please allow 24 hours from the time of the order for the shipping refund to be processed.

Q: What is your return policy? 

A: HBI offers a 60 day refund policy. After the 60 days, returns will be handled on a case by case basis. Due to financial institution and merchant service security protocols many electronic transactions are not editable after 60 days, therefore most returns after 60 days will resolve in an exchange or credit towards other HBI manufactured products. All parts must be in new/unused/uninstalled condition to receive a full refund.

Q: What is your return process? 

A: Please send us an email with your order number and the part you would like to return. We will send over an RMA to include with your return. 

Q: Who covers the return shipping? 

A: If your return is due to warranty issues or a mistake on our part we will send a prepaid return label, and instructions on what packaging to use. All returns made for purposes outside of warranty we ask the customer to cover the return shipping. 

Q: Where do I send my parts back to? 

A: Please ship to the address below. It will also be on the RMA form we send.  

6448 S Ash Ave, Tempe, AZ, 85283

.

Q: When will “x” Product be back in stock?

A: We typically can give an ETA on a case by case basis. Most of the time we restock a product within 4-6 weeks depending on the part. 

Q:  Do you accept preorders/ backorders? 

A: No. We only sell items that we have physically in stock. We feel this guarantees you will receive quality items in a timely manner.

Q: Can you make me a custom part?

A: No, We are set up for more production line style manufacturing, and simply do not have the manpower or machine time to take on custom work

Q: Can I send my gun in and have you do the installation? 

A: Yes, please reach out to [email protected] for more info!