Refund policy
Returns & Refund Policy
We stand behind every order we ship. If your order arrives damaged, defective, or incorrect, or never arrives, we're here to make it right. Email support@hottoget.com with your order number, and our team will help you with the next steps.
Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.
To help us resolve your claim quickly, please provide:
- Your order number
- Clear photos or a short video showing the issue
- A photo of the shipping label on the outer packaging
Once we confirm the issue, we'll provide a free replacement or a full refund. You won't need to return the affected item, and there will be no additional cost to you. This coverage applies to every order, regardless of order value.
Orders That Never Arrive
If your order has not arrived within 30 days of the shipping confirmation, please contact us. We'll review the shipment and provide a replacement or full refund.
Change-of-Mind Returns
We accept change-of-mind returns on orders of $50 or more, provided the request is made within 30 days of delivery.
Because some products are shipped from overseas fulfillment centers, return shipping costs can be significant. For this reason, we are unable to accept change-of-mind returns on orders under $50. This limitation does not affect your coverage for damaged, defective, incorrect, or undelivered orders.
How to Return an Eligible Item
- Email support@hottoget.com with your order number and the reason for the return.
- Wait for our written return authorization and return address. Return addresses vary by fulfillment location, so please do not send an item back before receiving authorization.
- Ship the item using a tracked service and send us the tracking number.
Returned items must be unused, complete with all accessories, and in their original packaging. Return shipping costs for change-of-mind returns are the responsibility of the customer. Your refund will be issued after the returned item arrives and passes inspection.
Claim Requirements
To help us verify and resolve claims fairly, we may be unable to approve a refund or replacement when:
- Required photo or video evidence has not been provided.
- The evidence does not correspond to the item or order being claimed.
- The item shows signs of misuse, accidental damage, unauthorized modification, or normal wear.
- A returned item is incomplete or missing its original packaging when those items are required for the return.
- A return was sent without receiving return authorization first.
- The claim is submitted outside the applicable time period.
We review each claim individually and will explain the outcome to you in writing.
Refund Processing
Approved refunds are sent to your original payment method within 2 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the funds to appear in your account.
Cancellations
You may cancel your order for a full refund at any time before it ships. Once your order has shipped, the return and refund terms above apply.
Non-Returnable Items
- Gift cards
- Items damaged through misuse, accident, or normal wear
- Personal care and cosmetic products that have been opened or used, for hygiene reasons
Contact
COTIEN LLC
444 Alaska Avenue, Torrance, CA 90503, United States
Email: support@hottoget.com
Phone: +1 (209) 266-6895