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Site Information & Frequently Asked Questions

How do I use a coupon or discount code?

Coupons, discount codes, and gift card numbers can be entered in the "Gift card or discount code" field on the right side of the checkout page. Please note that only one coupon or discount code can be used per order. So if you have a $25 coupon as well as a 15% promotional discount code, you will have to choose which one you want to use on your order.

Currently coupons and discount codes cannot be used for international orders, but we are working on a solution to this issue. 

What is your policy on price adjustments?

If you purchase a product from us and later notice that it has been discounted on our site, we will happily process a price adjustment within 7 days of your original purchase. No price adjustments will be honored more than 7 days after the original purchase.

Price adjustment requests will only be honored for items that have been permanently marked down. We will not offer price adjustments during temporary, store-wide discount periods or promotions, such as Black Friday or holiday-related discount codes.

It is the responsibility of the customer to request a price adjustment.

What is your shipping policy?

DOMESTIC: All United States domestic orders are shipped via FedEx or UPS. We offer subsidized, flat rate shipping for all domestic US shipments (usually $8.00 for Ground shipping and $25 for 2-Day Air). US Ground shipping is free on orders over $150 or during special promotions.

We cannot ship to multiple addresses per order. Orders received on weekends, holidays, and after 12:00 noon EST on weekdays will be processed and shipped the following business day.

INTERNATIONAL: All international orders are shipped via FedEx CrossBorder (also know as Bongo / bongous.com), a third party service operated by FedEx. If you are shipping to an address outside of the US, choose the INTERNATIONAL CHECKOUT button within the shopping cart. You will then be transferred to our International Checkout page, where you will be provided with international shipping rates in your home currency, as well as duties and taxes for your shipment.

Upon completion of your order, your credit card will be charged for the entire purchase in your home currency. We ship your order to our third party distribution facility where they process the order and transport the goods to your international address. There are no additional fees or registration processes required for this service.

Please note that international orders are dispatched from FedEx's distribution center in Ft. Lauderdale, Florida. You may receive a shipping notification telling you that your order has been shipped to Florida -- this is normal and is the first step in getting your order to you.

What is your return/exchange policy?

We will gladly accept returns within 14 days of delivery.

Please return merchandise with all original tags and packaging, unwashed and unused. Shipping and handling charges are non-refundable. Please see "How do I return an item?" below for specific instructions. Unfortunately we are unable to provide online exchanges. If you wish to make an exchange, we ask that you return the original item for a refund and purchase the desired item through the website as a separate transaction. 

How do I return an item?

All returns must be authorized by The Hill-Side. Please send your return request to support@thehill-side.com with your order number and the specific items you would like to return. Upon receipt of a confirmation email, pack the merchandise in the original package, if possible, and send it pre-paid and insured to:

The Hill-Side Returns
109 South 6th Street
Floor Two
Brooklyn, NY 11249

We will not accept responsibility for reimbursement or compensation of lost packages without proof of delivery, so please be sure to use an insured shipping method.

When your return is received, we will credit the same credit card / PayPal account with which the original purchase was made. We will process your return immediately but the time it takes for the refund to post to your account may vary depending on your bank and/or credit card company.

How can I check the status of my order?

You can check the status of your order by contacting us at support@thehill-side.com. We will respond to all emails within 24hrs.

How can I change my order?

You can send changes to support@thehill-side.com. We will be happy to make changes to your order as long as it has not been shipped yet.

What payment methods do you accept?

The Hill-Side accepts most major credit cards (including Visa, MasterCard, American Express, Discover, JCB, Diner's Club, and more); as well as PayPal and BitCoin (via Coinbase).

Do you charge sales tax?

Sales tax will only be charged on items shipped within New York State, and the tax rate will be determined by the county or city within New York State to which your order is being shipped.

What if the item I want is sold out?

If the item you want is sold out, please write to us at support@thehill-side.com. We often restock items and can tell you if and when the product you're interested in will become available again; or we might be able to help you find the same item through another retailer. In general we will do all we can to accommodate your request.

Do you ship to military service members stationed overseas?

Yes. We ship both to FPO and APO addresses. Please contact us at support@thehill-side.com with a list of the items you would like to purchase along with your shipping address and phone number. We will then send you a quote followed by a link to a personal checkout area.

Where do you ship from?

All orders are processed and shipped from our office in Brooklyn, New York.

Is this site secure?

The Hill-Side fully complies with all PCI requirements for e-commerce security. This means that any personal information given to The Hill-Side is fully protected and will never be disclosed to any third parties. The Hill-Side servers utilize the most up-to-date firewall and encryption techniques which ensures that during the ordering process your information is totally secure at all times.

To assist you in recognizing secure areas of the The Hill-Side website, a small lock icon will appear on your browser. The location of this icon may vary depending on which browser you are using. When this icon is present and in the locked position, you will know that information on that page is secure from unauthorized use with advanced SSL (Secure Sockets Layer) encryption.

In addition to these industry standard security measures, The Hill-Side uses an internal 256 bit AES encryption engine (US Government level encryption) to secure all credit card information, and we do not store CVV2 numbers, ever. This means that not only is your credit card information protected from any outside parties, but also that The Hill-Side and its employees will not have access to your credit card number, expiration date, or CVV number at any time.

What is your policy on privacy?

We respect your right to privacy. At The Hill-Side we collect only the information necessary for us to complete your order or to contact you regarding the status of your order.

The Hill-Side will not sell or share your name or personal information.

The Hill-Side utilizes browser "cookies." Cookies are used for basic non-sensitive information that is critical to shopping cart functionality. Cookies are not used for sensitive information such as a customer's name or billing information. All sensitive information is stored either in secure browser "sessions" or in the protected database.

Here is a list of cookies that we use:

- "_session_id" (unique token, sessional) Allows Shopify to store information about your session (referrer, landing page, etc).
- "_shopify_visit" (no data held, Persistent for 30 minutes from the last visit) Used by our website provider’s internal stats tracker to record the number of visits.
- "_shopify_uniq" (no data held, expires at midnight of the next day) Counts the number of visits to a store by a single customer.
- "cart" (unique token, persistent for 2 weeks) Stores information about the contents of your cart.
- "_secure_session_id" (unique token, sessional)
- "storefront_digest" (unique token, indefinite) If the shop has a password, this is used to determine if the current visitor has access.
- "PREF" (persistent for a very short period) Set by Google and tracks who visits the store and from where.

For more detail, you can read Shopify's own Privacy Policy Statement here.

Who should I contact if I have further questions?

Always feel free to contact support@thehill-side.com if you have any questions, comments, or concerns. We always love to hear feedback about our products, our online store, or about anything we can do to improve our business.