Frequently Asked Questions (FAQ)
Orders & Payments
When will my order be processed?
All orders are processed within 2–3 business days after payment confirmation. Orders placed on weekends or public holidays will begin processing on the next business day.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us at support@hubdeclutter.com as soon as possible. Once an order has been processed or shipped, we may not be able to make changes.
What payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, and American Express, as well as other payment methods supported by Shopify at checkout (such as Apple Pay, Google Pay, and Shop Pay where available).
What currency are prices shown in?
• United States customers: Prices are displayed and charged in USD.
• United Kingdom customers: Prices are displayed and charged in GBP, with UK VAT (20%) already included in the listed price.
Currency is detected automatically based on your delivery country through Shopify Markets.
Shipping & Delivery
Where do you ship?
We currently ship to:
• United States (US)
• United Kingdom (UK)
How much does shipping cost?
• United States: Free shipping on all orders
• United Kingdom: Free shipping on all orders
How long does delivery take?
United States:
• Order Processing Time (Handling Time): 2–3 business days (Monday to Friday) after payment confirmation
• Order Transit Time: 7–12 business days (Monday to Friday) after processing
• Total Delivery Time: 9–15 business days (handling + transit, Monday to Friday)
United Kingdom:
• Order Processing Time (Handling Time): 2–3 business days (Monday to Friday) after payment confirmation
• Total Delivery Time: 7–13 business days (handling + transit, Monday to Friday)
Delivery times are estimates and may vary due to carrier delays, peak seasons, or customs processing.
Will I receive a tracking number?
Yes! Once your order ships, you will receive a shipping confirmation email with your tracking number. Tracking information may take 24–72 hours to update after shipment.
Taxes & VAT
Do UK prices include VAT?
Yes. All prices displayed for UK delivery are inclusive of UK VAT (20%), in compliance with HMRC post-Brexit consumer pricing rules. The VAT amount is included in the listed product price.
Will I pay any extra charges at delivery (UK)?
No. Our fulfillment partners operate on a Delivered Duty Paid (DDP) basis, which means any applicable import duties and VAT have already been settled before delivery. You will not be required to pay additional taxes, customs fees, or duties when receiving your order.
How is sales tax handled in the US?
US prices do not include sales tax. Where applicable, sales tax is calculated automatically at checkout based on your shipping address.
Tracking & Missing Packages
My tracking says “Delivered” but I didn’t receive my order. What should I do?
Please try the following:
• Check around your home (front door, side door, garage, mailbox, mailroom).
• Ask neighbors or building management.
• Contact the carrier to confirm the delivery location or file a lost package report.
• After filing the report, contact us at support@hubdeclutter.com, and we’ll assist you with next steps.
What if my package is lost or stolen?
Once a package is marked as delivered by the carrier, we will work with you and the carrier to help investigate and find a possible solution. UK customers retain their statutory rights under the UK Consumer Rights Act 2015 — please contact us so we can review your case.
Returns & Refunds
Do you accept returns?
Yes. Please contact support@hubdeclutter.com to start a return. Return windows depend on your delivery country:
• United States: 14-day return window from delivery
• United Kingdom: 14-day return window from delivery
For full eligibility details, please review our Return & Refund Policy.
What if my item arrives damaged or defective?
If your item arrives damaged or defective, please email us within 48 hours of delivery with:
• Your order number
• Clear photos of the damaged or defective item
We will review and arrange a replacement or refund if applicable. UK customers have additional rights under the UK Consumer Rights Act 2015 to a refund, repair, or replacement for goods that are not of satisfactory quality, unfit for purpose, or not as described.
In what currency will I receive my refund?
• US customers: Refunds are issued in USD to your original payment method.
• UK customers: Refunds are issued in GBP to your original payment method.
Refunds are typically processed within 10 business days after we receive and inspect your return.
Product & Support
Are your products safe for pets?
Yes. Our products are designed specifically for pet organization and storage (leashes, food storage, grooming kits, walking accessories, and more). Where applicable, materials used in food-contact items (such as airtight pet food storage containers) are pet-safe. Please refer to each product page for specific material and care details.
How can I contact customer support?
You can reach us anytime at support@hubdeclutter.com. Our support team typically responds within 24–48 business hours, regardless of your time zone.
For our customer support hours by region, please see the Contact section below.
I entered the wrong shipping address. What should I do?
Please contact us immediately at support@hubdeclutter.com. If your order has not yet been processed, we may be able to update your address. Once an order has shipped, address changes are no longer possible.
Contact
This store is managed by HUBDECLUTTER, Romania.
Business Office
7 Feroviarilor street
Sannicoara, Apahida, Cluj
407042, Romania
Customer Support
Email: support@hubdeclutter.com
Phone: +40 770 385 524
Hours (US): Monday to Friday 8:00 AM – 7:30 PM (PST)
Hours (UK): Monday to Friday 8:00 AM – 5:00 PM (GMT/BST)
Response Time: Within 24-48 business hours