Most orders are arriving in your home within 15 business days but it may take 3-5 business days to receive your ship confirmation email. Your order may arrive in separate shipments.
Thank you for your patience!
Standard Delivery（Free shipping for all orders）:
For standard delivery, you can usually expect delivery within 10-20 business days from your order date (business days are Monday-Friday, excluding Holidays). You’ll receive an email with tracking information when your order is shipped. Please allow up to 5 business days to receive your tracking information. Some items sent directly from our suppliers may take longer, and will ship separate from the remainder of your order.
|United States||10-20 business days||Free|
|Canada||10-20 business days||Free|
|United Kingdom||10-20 business days||Free|
|Germany||10-20 business days||Free|
|Australia||10-20 business days||Free|
|Other||10-25 business days||Free|
Express delivery orders will be processed on the next day if they are placed by 11:00am ET on a business day, and should arrive in 8 business days. Orders placed after 11:00am ET will be processed on the next 2 business day, and should arrive in 9 business days. Not all items are eligible for Express delivery.
|United States||7-11 business days||$8.73|
|Canada||7-11 business days||$8.73|
|United Kingdom||7-11 business days||$8.73|
|Germany||7-11 business days||$8.73|
|Australia||7-11 business days||$8.73|
|Other||7-15 business days||$8.73|
Orders are accepted with the understanding that stock is available. In some cases, limited availability may prevent us from shipping the quantity you requested, but we will do our best to fulfill your complete order. If your order contains an item that is cut by the yard (ex. Fabric), please know that we will make every attempt to provide one cut of fabric, but we may need to fill your order in multiple cuts. You will receive an email if the status changes on any of the product within your order. Please allow up to 5 business days (Mon-Fri) to receive any status changes.
1) Express Shipping is not available for P.O. Boxes and APO/FPO addresses.
2) Shipping Time does not include a 1-5 business day processing period required to process your order from the date your order is placed.
3) We will make every effort to deliver your package ASAP. However, additional time may be required due to invalid addresses and custom clearance issues.
4) If there is any shipping issue with your package , you must contact Customer Support within 180 days after your order was placed.
Q: What does "Business Day" refer to for shipping delivery time estimates?
A: When estimating your order's arrival date, please do not include weekends and holidays.
Q: Can all items be shipped via Express service?
A: No. Some bulky or oversized items, cut-to-order fabrics or hazardous materials cannot be shipped via Express service. We will be happy to ship these items standard delivery. If you have items in your cart that require Express shipping, please enter a separate order.
Q: Do you ship to post office boxes?
A: Only orders shipping from our warehouse can ship to P.O. boxes and will be delivered within the United States by the U.S. Postal Service (USPS). Orders shipping directly from our manufacturers cannot ship to P.O. Boxes.
Q: Do you ship to US Territories, including Guam, Puerto Rico and the US Virgin Islands?
A: Yes, we do ship to Guam, Puerto Rico and the US Virgin Islands, however shipping does take a little longer so please expect 14-21 business days for your order to arrive. At this time, Singer sewing machines and Studio Designs furniture cannot be shipped to these territories.
Q: Do you ship to military bases?
A: Yes. Please keep in mind that delivery to military addresses may take longer, so please expect 21-30 business days for your order to arrive. However, Singer sewing machines and Studio Designs furniture cannot be shipped to military bases overseas.
Q: Do you ship to rural route numbers?
A: Yes, standard shipping only.
Q: Can I send items to multiple addresses with the same order?
A: Not at this time. To ship items to different addresses, please enter separate orders for each address.
Q: Where is my Backorder?
A: At this time Hplify does not accept backorders. If an item is out of stock at the time of fulfillment we will ship the balance of your order and adjust your order total including shipping. In some cases, when your item is shipping directly from the manufacturer, we may notify you of a delay and hold your order until the manufacturer can ship it.
Q: Why was an item on my order canceled and will I be charged?
A: While we do our best to fulfill all of our orders, occasionally we have to cancel an item on an order due to availability. You will receive a separate email letting you know about this cancellation and your credit card will not be charged. When originally placing the order, we placed an authorization on your credit card or PayPal account which allows hplify.com to make sure the account is valid and has the necessary funds available to process your order. An authorization is a pending charge or hold on a payment account and is not a true charge. Your payment method will not be charged if we did not ship your order. The release of an authorization may also appear as a refund on a credit card statement, or the authorization may be deleted from the account entirely. The void may take 7 business days (or longer, depending on your bank) to appear.
Q: Why did my order come in multiple boxes or from multiple carriers?
A: We may ship your order to you in multiple boxes or via multiple carriers due to:
- The order size — large orders often are split into multiple boxes for more efficient delivery.
- The item's size — some items required special handling and packaging and thus a separate box.
- The item's source — some items will come to you directly.
For any further queries not addressed below, please feel free to contact us at email@example.com. Normally, our service team will reply within 24 hours, and all emails will be replied to.
What if I forget my login password?
Click on “Forgot Password” at the Sign in page, and fill in your registered email then we’ll email you a link to easily reset your password.
Order & Payment
Can I make changes to my order? Yes, please send us an email WITHIN 24 HOURS of ordering. We will try our best to make changes for you before we engrave the item or ship your package out.
Where Is my order confirmation?
As soon as your order is approved, you will receive an email confirmation to the email address you entered on your order. If for some reason you did not receive an email, please check your spam folder and add firstname.lastname@example.org to your safe sender list. You can also check your order status by signing into your Motif account on our app and website.
What methods of payment do you accept?
We accept Visa, Mastercard, PayPal.
Why is my order detail showing “Payment Error”?
If you cancelled the payment process anytime during the checkout process, the incomplete order will be temporarily labeled “Payment Error”. Do not worry, simply click “Check Out” on the order detail page again, and you will be able to pay for your items and complete the order. You can view your order history and choose to complete any incomplete order by signing into your Motif profile, and click on “Orders” page.
Why was my order cancelled?
Our system is currently setup in a way that each attempted checkout is viewed as a separate order. If you cancelled the payment process during the checkout process, your incomplete order will be moved to your “Orders” page within your Motif profile, along with all the items that you were trying to order, and any applied promo codes. You can view your order history and choose to complete any cancelled order there. Your order can also be cancelled if your payment is declined by your bank, credit card company, PayPal, or Apple Pay. If you wish to place the order again, simply place the order again through by signing in to your Motif profile, click “Orders”, and select the order you wish to process. In rare cases, the item you ordered may have became out of stock and is no longer available. If an item in your order does become unavailable, you will be contacted within 24 to 48 hours regarding the cancellation. If your order contains additional items, these items will still be shipped to you and only the unavailable item will be removed from your order.
Why was my payment declined?
Most payments are declined due to billing information entered not matching the address your bank has on file. Please be sure to check that your payment details match what your bank has on file, and if that still does not work, please send us an email at email@example.com and we will try our best to help.
Why does it look like I was charged more than once?
Unless you received an order confirmation, we did not charge your card. If your credit card was declined, you may see pending transactions for each attempt to submit a payment. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. The pending transaction will clear up within 3-5 business days, depending on your bank, and will never turn into a charge. You will always get an email confirmation for every charge that we make, when an order is successfully placed on our site.
Do I need to pay tax for the products? You are responsible for determining and paying the appropriate government taxes, fees, and service charges resulting from a transaction occurring through the Service. We are not responsible for collecting, reporting, paying, or remitting to you any such taxes, fees, or service charges. All transactions through the Service are in U.S. dollars.
Shipping & Tracking
When will my order ship?
We process and ship orders Monday through Friday. Orders are usually fulfilled and shipped within 1-5 business days of purchase, unless otherwise noted. Shipping time for pre-order/personalized pieces may take longer, details of which can be found in the product description. When your order ships, we will email you a shipping confirmation with tracking information. Please check your spam folder if you did not receive any email. You can track your order by logging into your Motif account and select "Orders".
How long will it take for my order to arrive?
Usually the shipping time is on 7-15 working days. Up to 40 working days due to local dispatch or other reasons.
How can I track my order?
We will send one order confirmation email to you after you complete your purchase. When your package is shipped, you will get a shipping confirmation email from us with the tracking information.
You can also track your order through the "Freight Tracking" page on our app and website, via the order number we sent you in the mail.
Please note that for Registered Airmail, their tracking system can sometimes be slow to update, and you may not see your order appear for a few days.
Why I cannot find any information when I am checking the shipment status of my orders?
First of all, we are afraid that it will generally take 48 hours before you can see the updated shipment status information after you receive the shipment notification email. Please come back to the site to check the updated status later.
If you cannot find any update info after 48 hours, please help to refresh the page and then re-enter the tracking number of the package to double check because the issue might be caused by slow network speed. If unfortunately you still can’t find the updated info, please email to our customer service (firstname.lastname@example.org) for help and we are more than happy to help you out.
Return & Exchange
What should I do if my ring does not fit?
If you receive a ring that does not fit, please contact our customer service for help, we’d love help you exchange the size of any non-personalized rings; however, you will be responsible for shipping fees generated (exceptions may apply).
Unfortunately, we can’t exchange rings which are engraved or customized, therefore, we suggest that you follow our Size Guide and carefully choose the correct size.
I’ve changed my mind. Can I return a product if don’t want it anymore?
Yes, we offer a 30 day free return if you are not 100% satisfied with your purchase. We can help you return the product, but we reserve the right to charge shipping & handling, and restocking fees. For more details, please visit our Return Policy Page.
Why I cannot get any notification after I completed the purchase in the site?
The order confirmation email is sent to you with order details after you completed your purchase and the shipping confirmation email with tracking number and tracking instructions is sent to you after your package is shipped
Please check your spam box and search for it with keyword of motif. If you still can’t find it, please email to our customer service email (email@example.com) for help and we are more than happy to help you out.
Need more help?
For any further queries, please feel free to contact us at firstname.lastname@example.org. Normally our service team will reply within24 hours, but during the busy season or long holidays, it may take longer to respond. However, no emails will be left unanswered.