BILLING TERMS & CONDITIONS

✦ PAYMENT, BILLING & ORDER TERMS

Last Updated: September 5, 2026

These Payment, Billing & Order Terms apply to purchases made through our website. By submitting an order, you agree to these terms and to our applicable Terms of Service, Shipping Policy, Returns & Refunds Policy, and Privacy Policy.

Please review your order, billing information, shipping address, and payment details carefully before completing checkout.

✦ 1. DEFINITIONS

For purposes of these terms:

• “Store,” “we,” “us,” or “our” refers to Hollow House and the operator of this website.

• “Customer,” “you,” or “your” refers to the individual or organization placing an order.

• “Product” or “Products” refers to merchandise offered for sale through our website.

• “Order” refers to a request submitted through our website to purchase one or more Products.

• “Business Day” means Monday through Friday, excluding observed U.S. holidays.

✦ 2. PRICES & CURRENCY

All prices displayed on our website are listed in U.S. Dollars (USD) unless clearly stated otherwise.

The complete order total—including applicable taxes, shipping charges, optional services, and discounts—will be displayed before you submit payment.

Prices and promotions may change without advance notice. However, price changes will not affect an order that has already been accepted, except when a clear pricing or technical error has occurred.

Pricing Errors

Although we work to keep all prices and product information accurate, occasional errors may occur.

If a Product is listed at an incorrect price, we may:

• Contact you for instructions before processing the order

• Cancel the affected item or order

• Issue a refund to the original payment method if payment has already been collected

We will not substitute a higher price without your approval.

✦ 3. ACCEPTED PAYMENT METHODS

Available payment options will be displayed during checkout and may include:

• Visa

• Mastercard

• American Express

• Discover

• PayPal

• Other payment methods displayed at checkout

Payment options may vary depending on your location, device, order value, or payment provider.

Important: Please do not send credit card numbers, card security codes, bank passwords, or PayPal passwords by email.

✦ 4. PAYMENT AUTHORIZATION

By submitting an order, you authorize us and our payment-processing partners to charge the total amount displayed at checkout to your selected payment method.

Your order cannot be completed if:

• Payment authorization is declined

• Required payment information is incomplete

• The payment provider cannot verify the transaction

• The transaction is identified as potentially unauthorized or fraudulent

Your bank or card issuer may place a temporary authorization hold on your account. If an order is declined or canceled, the time required to release that hold is determined by your financial institution.

We do not control the processing times of banks, card issuers, PayPal, or other independent payment providers.

✦ 5. ORDER CONFIRMATION & ACCEPTANCE

After placing an order, you should receive an order confirmation email. This email confirms that we received your order—it does not necessarily mean that the order has been finally accepted or shipped.

Before shipment, we may review an order for:

• Payment authorization

• Product availability

• Address accuracy

• Purchase limits

• Suspected fraud or unauthorized activity

• Pricing, inventory, or technical errors

• Compliance with applicable laws and store policies

We reserve the right to decline or cancel an order for a legitimate business or legal reason. If we cancel an order after collecting payment, the eligible amount will be refunded to the original payment method.

✦ 6. BILLING INFORMATION

You agree to provide current, complete, and accurate billing and contact information when placing an order.

The billing name, address, and other details you provide should match the information associated with your payment method. Incorrect or incomplete information may result in verification requests, processing delays, or cancellation.

We may contact you using the email address or telephone number provided at checkout if additional verification is required.

✦ 7. SALES TAX

Applicable sales tax will be calculated and displayed during checkout when required by law.

The amount charged may depend on factors such as:

• The shipping destination

• The type of Product purchased

• Applicable state and local tax requirements

• Current tax rates at the time of purchase

Customers purchasing for a tax-exempt organization are responsible for providing valid exemption documentation before the order is completed, where supported.

✦ 8. U.S. SHIPPING

Free Standard Shipping

We provide FREE Standard Shipping on every U.S. order, with no minimum purchase requirement.

Standard U.S. orders include:

• Free standard shipping

• Estimated delivery within 10–15 business days

• Order tracking after shipment

• No minimum order amount

Delivery dates are estimates and may vary because of carrier operations, weather, holidays, address issues, high-volume periods, or other circumstances outside our reasonable control.

Tracking Information

Tracking is included with each shipment. After your order ships, please allow approximately 24–48 hours for the carrier’s tracking system to display its first update.

Some orders may arrive in more than one package. If an order is divided into multiple shipments, separate tracking information may be provided for each package.

✦ 9. PRIORITY PROCESSING — $7.99

Priority Processing is available as an optional upgrade for $7.99 per order.

It includes:

• Priority preparation ahead of standard orders

• Priority dispatch from our processing queue

• FREE Standard Shipping

• Tracking after shipment

Priority orders typically ship within 24–48 hours.

Please Note: Priority Processing is a processing upgrade—not express or overnight shipping. It does not change the carrier’s standard transit time or guarantee a specific delivery date.

Processing times may vary during weekends, holidays, promotional events, periods of unusually high order volume, or other unforeseen circumstances.

✦ 10. SHIPPING DELAYS

We make reasonable efforts to process and ship orders within the time stated on our website.

If we determine that an order cannot be shipped within the applicable time, we will provide notice and, when required by law, offer you the option to:

• Accept a revised shipping date, or

• Cancel the unshipped item for a refund

Carrier delays that occur after shipment may affect the estimated delivery date. We will provide available tracking information and reasonable assistance, but we cannot control carrier scanning schedules or transportation operations.

✦ 11. SHIPPING ADDRESS ACCURACY

You are responsible for providing a complete and accurate shipping address at checkout, including:

• Recipient’s full name

• Street address and apartment or unit number

• City, state, and ZIP Code

• Current email address

• Current telephone number, when requested

If you notice an address error, contact us immediately. We will make a reasonable effort to help, but an address change cannot be guaranteed after an order has entered processing or has shipped.

Additional costs resulting from an incorrect, incomplete, or undeliverable address may be the customer’s responsibility when permitted by applicable law.

✦ 12. INTERNATIONAL ORDERS

If international delivery is available to your location, available shipping methods and charges will be displayed at checkout.

International customers may be responsible for import duties, customs fees, taxes, brokerage charges, or other fees imposed by the destination country. These charges are not controlled by us and may not be included in the checkout total unless clearly stated.

International delivery times may be affected by customs processing and local carrier operations.

✦ 13. LOST, DAMAGED, OR INCORRECT ORDERS

If your order arrives damaged, contains an incorrect item, or appears to be missing an item, contact us promptly.

Please provide:

• Your order number

• A description of the issue

• Photographs of the Product

• Photographs of the packaging

• A photograph of the shipping label

We will review the information and provide an appropriate resolution in accordance with our Shipping Policy, Returns & Refunds Policy, and applicable law.

If tracking shows that a package was delivered but you cannot locate it, please check with household members, neighbors, the delivery location, and the carrier before contacting us.

✦ 14. ORDER CHANGES & CANCELLATIONS

To request an order change or cancellation, contact us as soon as possible.

We will make a reasonable effort to accommodate your request, but changes and cancellations cannot be guaranteed after an order has:

• Entered processing

• Been packed

• Been transferred to a fulfillment partner

• Entered production as a customized item

• Been shipped

If a cancellation is approved, the eligible refund will be issued to the original payment method.

Customized, personalized, final-sale, or made-to-order Products may have different cancellation restrictions when those restrictions are disclosed before purchase.

✦ 15. RETURNS & REFUNDS

Return eligibility, return deadlines, item-condition requirements, and return-shipping responsibilities are explained in our Returns & Refunds Policy.

Approved refunds will be issued to the original payment method. We do not normally issue cash refunds, checks, or refunds to an unrelated payment account.

After a refund has been issued, please allow approximately 7–10 business days for it to appear on your account. Actual posting times are determined by your bank, card issuer, PayPal, or other payment provider.

Original shipping charges and optional service fees will be handled according to the Returns & Refunds Policy and applicable law.

✦ 16. PAYMENT DISPUTES & CHARGEBACKS

If you do not recognize a charge or believe there is a billing error, please contact us promptly at:

Customerservice@vip-heze.com

Include your name, order number, and a brief description of the issue. Do not include your complete card number or security code.

We will make a good-faith effort to investigate and resolve the matter. Contacting us does not limit any non-waivable rights you may have through your card issuer, payment provider, or applicable consumer-protection law.

✦ 17. FRAUD PREVENTION

To protect customers and our business, we may use payment verification and fraud-prevention services.

We may delay, decline, or cancel an order when:

• Payment details cannot be verified

• Billing and shipping information appears inconsistent

• An order shows signs of unauthorized activity

• Additional verification is requested but not completed

• The transaction violates applicable law or payment-provider requirements

Any personal information collected during verification will be handled in accordance with our Privacy Policy.

✦ 18. PRODUCT USE & CONSUMER RIGHTS

Customers are responsible for following all instructions, warnings, age recommendations, and intended-use information provided with a Product.

Nothing in these terms excludes, restricts, or waives any warranty, remedy, liability, or consumer right that cannot legally be excluded or restricted under applicable law.

✦ 19. CHANGES TO THESE TERMS

We may update these Payment, Billing & Order Terms to reflect changes in our payment methods, business practices, services, or legal obligations.

Updated terms will be posted on this page with a revised “Last Updated” date. Unless required by law, changes will apply prospectively and will not alter the payment terms of an order already accepted.

✦ 20. RELATED STORE POLICIES

These terms should be read together with our:

• Terms of Service

• Shipping Policy

• Returns & Refunds Policy

• Privacy Policy

• Contact Us Policy

If you have questions about which policy applies to your order, please contact our Customer Support Team.

✦ CONTACT US

For questions regarding payment, billing, shipping charges, cancellations, or refunds, contact:

Email: Customerservice@vip-heze.com
Suggested Subject Line: Billing or Order Assistance

Most messages receive a response within one business day. Messages received on weekends or observed holidays will be reviewed beginning on the next business day.

✦ Please include your order number and the email address used at checkout so we can locate your order efficiently.