Contact HOTMARTZ
FREQUENTLY ASKED QUESTIONS
HOTMARTZ operates exclusively online and currently does not have any physical retail stores.
However, we have facilities worldwide, each complying to HOTMARTZ’s strict standards. Every item undergoes a thorough quality control process and is backed by our Assurance of Authenticity to ensure that products meet our high-quality expectations.
While you can’t visit a store, our global facilities allow us to provide reliable service to customers everywhere.
We know you're excited to get your order! Our total delivery time is broken down into two parts:
- Processing & Verification (7-10 Business Days): As a marketplace, we first source your item from a verified partner and then send it to our center. There, it undergoes a thorough quality control and verification process to ensure it's 100% authentic and in perfect condition. This guarantee is our core promise to you.
- Shipping & Delivery: Once your order passes verification, it's dispatched to you. The final delivery time depends on your location. You will receive an email with a tracking number the moment your package is on the move.
How Can I Check My Order Status? You don't need to contact us! The easiest way to check your order's progress at any time is by logging into your HOTMARTZ Account or by using the order status link from your confirmation email.
Holiday/Peak Season Note: Please be aware that during the busy holiday period, both our team and our shipping partners experience a much higher volume. This may cause additional processing and delivery delays. We appreciate your patience as we work hard to get your order to you safely!
We want to help you with your return. Here is a step-by-step guide on our return process and policies.
Our Return Timeframe
- Your request must be made within 14 days of your delivery date.
How to Start Your Return (Step-by-Step)
- Check Your Item's Condition: To be eligible for a return, your item must be in its original, unworn condition with the Hotmartz tag and any original tags still attached. It must also be in its original, undamaged box.
- Contact Us First (This is Required): You must CONTACT US to get your return approved. Please be aware: Returns sent to us without prior approval will be rejected and sent back.
- Ship Your Item: Once our team approves your request, we will provide you with return instructions. You must ship the item back within the timeline provided by our team.
Costs & Refund Method
To be fully transparent, here is the breakdown of the costs and refund method:
- Refund Method: Your refund will be issued as Hotmartz store credit for you to use on a future purchase.
- Restocking Fee: A 15% restocking fee (based on your original order value) will be deducted from your store credit.
- Shipping Costs: The original shipping fee is non-refundable.
- Return Shipping Costs: You are also responsible for the shipping cost to return the item to us.
Important Exclusions
The following items are final sale and are not eligible for return:
- Trading Cards or Collectibles.
- Final Sale products, $1 Dollar Deals, or Marketing Giveaways.
- Any item that is returned worn, damaged, with tags removed, or with a damaged original box.
Holiday/Peak Season Note: Please be aware that during the busy holiday period, both our team and our shipping partners experience a much higher volume. This may cause additional processing and delivery delays. We appreciate your patience as we work hard to get your order to you safely!
We offer worldwide shipping. Please visit our Shipping Info page to view the complete list of countries we ship to and the corresponding shipping fees.
Should you have any questions, please do not hesitate to CONTACT US.
Customs fees and import duties are determined by your local customs authorities, and unfortunately, we do not have control over or the ability to predict these charges.
We recommend contacting your local customs office for the most accurate and up-to-date information before placing your order.
