INTERNATIONAL


Due to the evolving Coronavirus (COVID-19) situation, the only international shipping we are able to offer is to Japan, China, Hong Kong, France, Germany, Netherlands, Switzerland, Ireland, Spain, Puerto Rico, Canada, United Kingdom, Mexico, and Australia. We apologize for any inconvenience this may cause and will keep customers updated as things change.

Her Universe ships orders all over the world. We strive to make it easy for our international customers to receive their orders in a timely manner. Duties and taxes may be incurred, depending on where the order is sent. Customers can reach our Customer Service team with questions about international orders via phone or email.


Website

All prices shown on Heruniverse.com are listed in U.S. Dollars.


Check Order Status / Customer Service

With an order number, you can track you order or email us.  If you still have questions, call Customer Service at 855-484-6853  For international customers, call +1626-603-3227


International Tracking

Once your order ships, you'll receive a shipment confirmation email that includes updated information needed to track your order. If you need further assistance tracking your international order, please call our international Customer Service number  +1626-603-3227.


Duties & Taxes

You may be subject to import duties and taxes that are levied once a shipment reaches the destination country. The U.S. Postal Service, Her Universe, or any other independent shipping carrier cannot be held liable for any additional charges you may incur. Additional charges for customs clearance must be paid by you. Her Universe has no control over these charges and cannot predict what they may be. Each country has its own customs regulations and may or may not charge for certain types of merchandise or material included in your order. When ordering from Her Universe, you are considered the Importer of Record and must comply with all laws and regulations of the country in which you are receiving the goods. Each order will be accompanied by a customs form that will document what is in the package and provide a dollar amount of the value of the package. If something is damaged, customs will need to know the value of the item(s). You should contact your local customs office for further information should you have additional questions. We’re sorry, but we are not able to designate any packages as gifts.


Payment Methods

Currently accepting cards with Visa®, MasterCard®, American Express® logos with additional payment options coming soon.


Shipping Options & Charges

We do not offer Overnight or Second Day deliveries for international orders at this time.

Your shipping price will be determined online by the weight of your order and the shipping destination. After the "Shipping Address" page, you’ll see the price for your order.

All orders being delivered to a U.S. military address overseas will be shipped via U.S. Priority Mail. Please select AA or AE from the state drop-down menu that corresponds to your U.S. military zip code. You can also receive a 10% military discount by calling 855-484-6853  For international customers, call +1626-603-3227

Note: Certain countries charge additional customs fees and independent carrier charges. Her Universe cannot anticipate these costs and will not be able to reimburse you for any additional fees incurred. Before placing your order, please contact your local customs office to find out what kinds of fees you can expect to be charged.


Shipping Timelines

Canadian orders typically arrive within 6-10 business days. International orders typically arrive within 10-20 business days, depending on the region of the destination. Please note: Customs' inspections may cause unforeseeable delays, both when leaving the United States and entering another country.


Merchandise

Select products are not eligible for International Shipping and will be noted on the product detail page and will not let you proceed in checkout. Some licenses are excluded from International Shipping.


Returns

We hope you love what you’ve ordered, but if there’s an issue or you’re not 100% satisfied, return your item(s) by mail using our self-serve return form. You will not be reimbursed for original or return postage. Returns/exchanges must be initiated within 30 days of the purchase date.

Please save the invoice you received with your package. It’s your receipt in case you need to return/exchange your item(s). Once your return has been received please allow 1-2 weeks for processing and 3-7 business days to receive your credit. Her Universe is not responsible for lost or damaged packages. If you have an order number, you can easily use ourself-serve return form.

Fill out the fields on the self-serve return form that was provided with your order. Pack your return securely, in the original package if possible, and include your completed return form. Do not tear off the bottom of the invoice. We need the entire form to identify the order. Drop your package off at your international carrier of choice. We recommend you choose a return option with tracking information, as it helps our customer service team better assist you by verifying if and when the return package has arrived in our warehouse. We cannot reimburse you for original or return postage. You will not receive a refund for your return until we receive your returned item. Once your return has been received please allow 1-2 weeks for processing and 3-7 business days to receive your credit.

Her Universe Returns - 6001 Reliance Dr. La Vergne, TN 37086


Additional FAQs

Q: Can I exchange my order if I'm an international customer?

A: Yes we can process exchanges for international customers, but because our exchanges are a process of a return and then a buy-back, international customers must pay for their own return shipments as we cannot provide return labels for international customers.

Q: Why is my international order tracking number not updating?

A: Contact the carrier if you are having difficulties.

Q: Are there any other charges, taxes or duties?

A: You may be subject to import duties and taxes that are levied once a shipment reaches the destination country. The U.S. Postal Service, Her Universe, or any other independent shipping carrier cannot be held liable for any additional charges you may incur. Additional charges for Customs clearance must be borne by you. Her Universe has no control over these charges and cannot predict what they may be.

Each country has its own Customs regulations that may or may not charge for certain types of merchandise or material included in your order. When ordering from Her Universe, you are considered the Importer of Record and must comply with all laws and regulations of the country in which you are receiving the goods.

Canadian Customers: By ordering goods from Her Universe, you hereby authorize Livingston International, a Canadian customs broker chosen by Her Universe, to act as your agent, to transact business with Canada Border Services Agency (CBSA) to clear your merchandise and account for applicable duties and taxes, which are included in the price of shipping under Delivery Duty Paid (DDP) terms.

Each order will be accompanied by a Customs form that will document what is in the package and provide a dollar amount of the value of the package. If something is damaged, they will need to know the value of the item(s). You should contact your local Customs office for further information.


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