Shipping policy

Shipping Policy

Last updated: 19.05.2026

⚠️ IMPORTANT INFORMATION BEFORE YOU ORDER

Please read this information carefully before placing an order. By placing your order, you acknowledge that you have been informed of and accept the following:

- Hello Fay products are shipped directly from our supplier's warehouse in the People's Republic of China to customers in the United States.
- Estimated delivery time is 10 to 21 business days from dispatch.
- Due to changes in U.S. customs regulations effective May 2, 2025, packages from China may be subject to customs duties, tariffs, and handling fees imposed by U.S. Customs and Border Protection and collected by the carrier at delivery. These charges are the responsibility of the Customer.

1. SHIPPING DESTINATIONS

Hello Fay ships exclusively to addresses within the fifty United States and the District of Columbia. We do not currently ship to U.S. territories (including Puerto Rico, Guam, American Samoa, U.S. Virgin Islands, or Northern Mariana Islands), military APO/FPO addresses, P.O. Boxes, or international destinations outside the United States.

If you place an order with a shipping address we do not service, we reserve the right to cancel the order and issue a refund.

2. ORIGIN OF SHIPMENT

All Hello Fay products are shipped directly from our supplier's warehouse located in the People's Republic of China. We do not operate a U.S.-based warehouse or fulfillment center at this time.

3. SHIPPING COSTS

Shipping is free on all orders, regardless of cart value or quantity.

⚠️ Please note: "free shipping" refers only to the carrier's shipping cost. Any customs duties, tariffs, or carrier handling fees assessed by U.S. Customs and Border Protection or the carrier at the point of import are not included and are the responsibility of the Customer (see Section 6).

4. PROCESSING AND DELIVERY TIME

Processing time (preparation for shipment):
1 to 3 business days after payment confirmation. You will receive a tracking number by email once your order has shipped.

Transit time after dispatch from China:
Typically 10 to 21 business days, depending on customs processing time and local carrier performance within the United States.

Total estimated time from order placement to delivery:
11 to 24 business days under normal conditions.

During holiday periods (in the United States, China, or both — including Chinese New Year), or during periods of heightened customs inspections, delivery times may be longer. We will notify you by email of any significant delays.

5. CARRIERS AND TRACKING

Shipping is handled through international logistics partners from China, with final-mile delivery in the United States performed by carriers including USPS, UPS, FedEx, DHL, or similar carriers, depending on destination and order details.

Once your order is shipped, you will receive a tracking number by email. Please allow 2 to 5 business days for tracking information to fully populate after dispatch.

6. CUSTOMS DUTIES, TARIFFS, AND HANDLING FEES — IMPORTANT

⚠️ Effective May 2, 2025, the Section 321 de minimis exemption that previously allowed packages valued under $800 to enter the United States duty-free has been eliminated for shipments originating from the People's Republic of China and Hong Kong. As a result:

a) Tariffs and customs duties
U.S. Customs and Border Protection may assess tariffs and customs duties on incoming packages from China, regardless of the order value. The amount and applicability of such tariffs is determined by federal law and may change without notice.

b) Carrier handling fees
The carrier delivering your package (USPS, UPS, FedEx, DHL, etc.) may charge a handling fee for customs clearance services. This fee is set by the carrier and is typically in the range of $5 to $25 per shipment.

These charges:
- Are not included in the product price displayed on the website;
- Are not collected, invoiced, or received by Hello Fay or Noire Eagle LLC;
- Are imposed by U.S. Customs and Border Protection and the carrier;
- Are collected directly from the Customer by the carrier at the time of delivery or customs clearance;
- Are the sole responsibility of the Customer as the importer of record.

Hello Fay does not act as a collection agent for these amounts, does not receive any portion of them, and cannot refund them.

By placing an order, you acknowledge that you have been informed of these potential charges and accept that they may be collected by the carrier at delivery.

7. ACCURATE SHIPPING INFORMATION

Please provide a complete and accurate shipping address, phone number, and email address. The carrier may contact you to coordinate customs payments or delivery arrangements.

Incorrect or incomplete shipping information may result in delivery delays, returned shipments, or additional charges, which are the responsibility of the Customer.

Hello Fay is not responsible for orders shipped to incorrect addresses provided by the Customer. Any reshipment fees, if applicable, will be the Customer's responsibility.

8. ADDRESS CHANGES AND ORDER MODIFICATIONS

If you need to change your shipping address, please contact support@hellofay.com as soon as possible. We can only modify an order before it has been dispatched. Once an order has shipped, address changes are no longer possible.

9. PACKAGE REFUSAL

Refusing to accept a package — including refusal due to customs duties, tariffs, or handling fees of which you have been informed in advance — does not entitle you to a full refund.

If a package is refused or customs charges are not paid to the carrier, the package will be returned to our warehouse in China, which results in return shipping costs to Hello Fay. In such cases, we may refund the product value minus the original shipping costs, return shipping costs, and a $15 administrative handling fee.

Full terms are set forth in our Return & Refund Policy and our Terms of Service.

10. LOST OR DAMAGED SHIPMENTS

If a package is lost in transit or arrives damaged, please contact us as soon as possible at support@hellofay.com. We will work with the carrier to resolve the situation.

a) Lost packages
If tracking shows your package has not moved for 14 consecutive days or shows as delivered but not received, contact us within 30 days of the last tracking update.

b) Damaged packages
Please retain all packaging and product, take clear photographs, and contact us within 7 days of delivery. Damaged-in-transit claims require photographic evidence.

For damaged or defective products, please follow the procedure set forth in our Return & Refund Policy.

11. STOLEN PACKAGES

Hello Fay is not responsible for packages that are stolen after carrier delivery confirmation. If a package shows as "delivered" but you cannot locate it:

a) Check with neighbors, mail rooms, building managers, and household members;
b) Look around the delivery location, including porches, side doors, and bushes;
c) Contact the carrier directly to file a claim;
d) If the package was stolen, file a police report.

We are happy to assist by providing documentation but cannot refund packages confirmed as delivered by the carrier.

12. OPERATIONAL INFORMATION

Orders are processed Monday through Friday, excluding U.S. federal holidays and major Chinese holidays. During Chinese New Year (typically late January through mid-February), order processing may be paused for up to 2 weeks. We announce such pauses in advance on the website.

In the event of unforeseen delays, customers will be notified by email.

13. CONTACT

For questions about shipping, tracking, or customs charges:

Noire Eagle LLC
2106 House Ave Suite 620
Cheyenne, WY 82001, USA
Email: support@hellofay.com