1. Why my credit card cannot be verified and fail to pay my order?  

Please ensure that your credit card can be used for international online transactions. This is the most common cause of bank declines, particularly for US-based buyers. If your credit card company put a block on your card thinking it was fraud due to never ordering off the website before, Please call and talk to them so that they get it lifted. Additionally, all characters should be in plain text and not contain accents or other special characters. Once you have validated with your bank that your credit card can be used in this manner, you may wish to clear your cache and cookies, restart your browser, and reattempt entry of the order. Alternatively, you may try to place the order through another browser.

2. Why was my order flagged as fraudulent?

Here are some common reasons why an order might be flagged as fraudulent:
 · Mismatched Billing Information: The billing address doesn't match the one on file with the payment method.
 · Unusual Purchase Patterns: The purchase deviates from your typical buying behavior.
 · High-Risk Location: The order is placed from a location known for high fraud rates.
 · Large Order Size: The order is unusually large compared to your previous purchases.
 · Multiple Payment Attempts: Several failed attempts to process the payment.
 · Use of a VPN: The use of software that hides your true location.

When this happens, Hooke Road customer support team will contact you to confirm the order details. We do this to protect your interests and ensure a secure transaction. After passing the verification, we will arrange the shipment for you immediately.

3. Do you offer military or first responder discounts?

Please contact our customer support team regarding military discounts. We will take care of your case and get back to you within 24 hours. Click here>>> Contact US

4. What's your cancellation policy?

Orders can be canceled within 24 hours of the original order date. If you cancel the order after it is shipped out by the customer reason, we'd like to help to call it back. But it may fail. If the callback is successful, the logistics provider will charge $20 per package from the system. You should be responsible for this fee of $20 and the round-trip freight per package (It will be charged by the logistics provider from the system automatically).

1. Do you offer free shipping services?

We provide free standard shipping within the United States for orders over $30 (delivery within 3-10 business days). For details, please refer to our shipping terms.

2. Can I change the shipping address after placing an order?

If you need to change the shipping address, we will cover any related costs and assist with the change. Occasionally, address changes may not be successful. For more information, please see our terms of service.

3. When will my tracking info be updated? 

The tracking info will be updated in 1-3 workdays after the logistics provider shipped. Your order will be fulfilled within 24 hours on a workday usually and it takes 3-10 workdays to arrive if you are in the US local mainland. If It's statutory holidays, the order will be held.

4. Why does my tracking info stop?

Your package is currently undergoing a thorough customs inspection, which may temporarily prevent tracking updates on the website. Please rest assured that updates will be available once the inspection is complete.

5. Why did I only receive part of my order?

Typically, each product is shipped in a separate package. Larger items may be divided into two packages, and sometimes one package may arrive before the other. Please allow an additional two days for delivery. If your items still haven't arrived after a long wait, please contact our customer service team promptly.

6. Do you ship internationally?

Hooke Road only offers sales and shipping services within the continental United States. 
The following areas are also excluded from shipping:
· Alaska, US
· Hawaii, US
· American Samoa
· Guam· Northern Mariana Islands
· Puerto Rico· U.S. Virgin Islands, US 
· Palau· Marshall Islands, US
· Federated States of Micronesia

7. Do you deliver to PO Boxes?

FedEx and UPS cannot deliver to PO Boxes. To avoid shipment delays, please provide a physical delivery address for all orders with a PO Box.

1.Does Hooke Road offer installation service?

 Yes,  please Click here to visit our Installation page for more details.

2.  Do you offer replacement parts?

Hooke Road products are durable, but long-term use may lead to damage and the need for replacement parts.

 Hooke Road offers replacement parts! Please contact us to learn how to find and order: Replacement Parts

Please note that if you purchased Hooke Road products from another source or need to use our products with other items, we do not guarantee that the products will be fully compatible. Any resulting losses will be your responsibility.

Hooke Road products undergo rigorous inspections and offer excellent value for money. If you encounter any installation issues, please contact our customer service team, and we will patiently provide you with a solution. If Hooke Road incorrectly packages your order, we will promptly send you the correct or missing parts at no charge.

 If these solutions do not resolve your problem, you can find the full details of our return and exchange policy here.

Exclusions
Please note that our warranty does not cover the following:
 · Damage resulting from improper installation or misuse.
 · Wear and tear from normal use.   
 · Modifications or alterations made to the product.
 · Products purchased from unauthorized sellers.

 For any warranty claims, please ensure you have your proof of purchase ready, and contact our customer service team for assistance.