FAQs

We've compiled a list of the most commonly asked questions, so before reaching out to us, see if your question is here first with a resolution already!

Where is my order? Has my order been delayed?

If you have already received a tracking link then most of the time, your package is still on its way to you but may be taking a little longer than expected. Follow these steps to see if you can find any further information regarding the delivery:

Check the tracking information we provided to you in the shipping confirmation email

If the last update was in the last 3-5 days, the package is on its journey to you and the link is updating as it should
If the last update was (arrived in *country* or handed over to the postal authority) it’s most likely with the local customs office awaiting international clearance, once it’s been cleared, it will be handed over to the local courier for the final mile delivery
If the last update was (handed over to the courier) use the same tracking number on the relevant courier’s tracking site

Eg. USPS for US customers, Royal Mail for UK customers, Deutsche Post for German customers and Poste Italiane for Italian customers (see a full list of final mile delivery partners below).
If it hasn’t updated in some time, contact the local courier directly to see if they can provide any further updates regarding the delivery time.

If the last update was (delivered) and you do not have the package, send us an email atsales@hardtunedstore.com so we can launch an investigation to see what has happened to the package.

Final Mile Delivery

You will receive a tracking link (usually Australia Post) when your order has been fulfilled. If the tracking hasn't been updated for a while, you may need to check the final-mile tracking link for your country as your local postal service will likely handle the final delivery. You can use the same tracking number for this step. Copy and paste the tracking number into the search bar for the local delivery service relevant to you.

Country	Postal Service	Link
USA	USPS	Visit Site
United Kingdom	Royal Mail	Visit Site
France	La Poste	Visit Site
Germany	DHL	Visit Site
Spain	Correos	Visit Site
Italy	Post Italiane	Visit Site
Japan	Japan Post	Visit Site
Singapore	Singapore Post	Visit Site

More information regarding shipping can be found here: Shipping Page

An item is missing from my order, what happened?

Follow these steps so we can help you out:

Send us an email atsales@hardtunedstore.com and be sure to include these details

Your order number
Photos of what you’ve received
Full shipping address

Our support team will be happy to look into that for you and get that missing item shipped out to you as soon as possible!

My package has been marked "Return to sender."

There are a number of reasons a package can be returned to us, this may be due to an incorrect delivery address that has now been resolved, unpaid customs fees or your package was not picked up the post office after being notified. In any case, if this package is returned to sender we will need to wait for it to arrive before a refund or replacement package is offered. When the package does return to us, we will reach out via email.

The item I bought doesn’t fit, how can I exchange it for a different size?

As long as the products are still in new and unused condition, you can follow these steps to organize an exchange.

Send us an email and be sure to include:

Your order number
The exchange required
Full Shipping address

Our support team will send you the address you need to ship the item back to us (unfortunately we do not arrange return labels, we do apologise for the inconvenience)
Once the package arrives back to us, we can ship out the requested size.

Please note:You will need to cover any shipping costs for shipping the item back to us and the shipping fee for us to ship out the exchanged item.

If you do not want to ship the item back to us, we will offer another resolution via email.

I received the wrong item, what do I do?

If this happens, follow these steps and we can get that fixed up for you:

Send us an email and be sure to include:

Your order number
Full Shipping address
Some photos of the incorrect item

Our support team will be happy to organize the correct item to be shipped out to you as soon as possible and once the new tracking information has been generated, we will forward it through to you (if applicable)

My EL Flex Panel is having some issues, what do I do?

If you are having any problems with your EL Flex Panel please follow these steps to see if the issue can be fixed:

Try using a power bank or wall adaptor to connect the sticker to a power supply with a higher voltage. Cheap USB car chargers may not provide enough power to supply the panel correctly.
If the issue remains, leave the sticker unplugged from power for at least 24 hours and uninstall the application from your phone (if using the app). Once the 24 hours has passed, reconnect it to power and reinstall the application and try to connect it.

If the issues still persist, send us an email with some photos and videos and let us know that you did the steps listed above and we can come to a resolution for you!

My Custom Text / Social Sticker doesn’t have any writing on it!

Be sure to have a look in the package you received, there should be a black envelope with the vinyl overlay that you place over the LED panel. If it’s not there, send us an email with some photos of the packaging and we can sort that out for you.

There’s an error or fault with my clothing, how can we fix this?

If there is a manufacturing error, such as seam issues, broken zippers or printing issues, send us an email with your order number and some photos of what the issue is and we can organise a replacement as long as it’s within 30 days of delivery. Please be aware we review these on a case by case basis and cannot offer replacements for misuse or user error.