1. Responsibility for Delivery
H Mart Online is responsible for preparing and securely handing over the package to FedEx. Once the package is transferred to FedEx, delivery tracking and final delivery are managed by FedEx. In case of any issues during transit, H Mart Online will work with FedEx to investigate and resolve the matter.
2. Handling Delays, Lost, damaged Packages
- If FedEx tracking shows no updates for more than 3 business days, a delivery investigation will be initiated.
- If a package is marked as “delivered” but not received, or in case it was delivered to the wrong address, customers must report it to our Customer Service within 14 days of the delivery date.
- Please note that FedEx’s delivery investigation usually takes about 10 to 14 business days.
- If your order arrives with a damaged box that caused product breakage, please take photos of both the box and the damaged items and send them to our Customer Service team. Kindly note that we can only assist with orders reported within 14 days of receipt.
3. Delivery Information
- An estimated delivery date will be provided at the time of order.
- Once your order has been shipped, a shipping confirmation email will be sent automatically. At that time, you can check the tracking number on the 'My Order' page.
4. Customer Notice
- To ensure safe delivery, orders containing refrigerated or frozen items may require a little extra time.
- Please note that delays caused by weather, traffic, or local conditions during FedEx delivery are beyond the control of H Mart Online.