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Ordering & Returns

ORDERING

All products will be packaged in 5 lb bulk size, individual Chef Jars or six Chef Jars per case.. We want to “pack consciously” and this will minimize waste due to packaging materials.

WEBSITE

Our online store is designed for small bulk order customers such as retaurants and artisan food manufacturers. We accept U.S. registered: Visa, MasterCard, Discover, and American Express credit and debit cards.

ORDERING HOURS

We strive to process and ship your order the same or next business day of receipt.

ORDER CHANGES/ADD-ONS

We apologize for any inconvenience; however we are not able to accept any requests for changes to submitted orders. Please review your order in the cart carefully for order and address accuracy prior to submitting your order. To add any additional products after your order has been placed, you will need to create a new order.

CANCELLATIONS

Once you submit your order, we are unable to cancel the order.

RETURN POLICY

RETURN POLICY INFORMATION

We want you to be 100% satisfied with your order. Our guarantee is that if you wish to return products due to an HQO Express error, you may send them back to us, once you have contacted us and received a return authorization code. We will not charge shipping or a restocking fee for this reason.

Please examine your order in detail upon receipt. If we have made an error and shipped you the wrong product, you must notify us WITHIN 48 HOURS OF RECEIPT. We will issue a RETURN AUTHORIZATION CODE and email you a return shipping label you can print and adhere to the package.

RETURN INSTRUCTIONS

When returning an order, please include a copy of your invoice, WITH THE RETURN AUTHORIZATION CODE CLEARLY WRITTEN ON THE INVOICE. We also need a detailed explanation of the reason for your return on the invoice. Valid returns are eligible for a refund to your credit card -- ONCE WE RECEIVE THE AUTHORIZED RETURN PRODUCT. Please include the last four digits and expiration date of the original credit card used for the purchase.

Return packages will ship by USPS Priority Mail to the following address:
HQO EXPRESS
Attn: Returns
12101 MOYA BLVD.
RENO, NV, 89506 USA

 If you have any additional questions you may e-mail us at info@hqoexpress.com. Please write “returns” in the subject line.

RETURN POLICY RESTRICTIONS

All shipping charges will be paid by HQO Express ONLY WHEN it is the error of HQO EXPRESS, and the customer has received a valid return authorization code.
Any refused or non-deliverable packages will NOT be accepted for return.
Original shipping is non-refundable.
We are not able to honor requests for product exchanges.
Returned items must be sound and in their original, undamaged packaging, and refunds will be issued only when the original product and amount is returned.
We do not accept returns on products that have been mixed or altered in any way.
Please inspect raw materials carefully before any use.
HQO Express only ships to final destinations in the USA. HQO Express will not be able to provide a replacement of, or refund for, any goods delivered to a freight forwarder.

Please do not return non-qualifying items as we cannot return the items to you.