FAQs

HM Royal eStore Frequently Asked Questions

Browse through the FAQs to find answers to commonly asked questions. If you can’t find the answer to your question, please contact us at estore@hmroyal.com.

 


Ordering Online

How do I place an order?

 Shopping on HMRoyal.com is quick and easy. Placing an online order requires just a few steps:

  • Go to “Shop Online” on the top right.
  • Search for a product in the search bar or click on a product category.
  • Select an item you would like to purchase, and click “Add to Cart” on either the individual product page or product category page.
  • You can then continue shopping or go directly to Checkout.
  • Once you are finished shopping, click “Checkout” on the far right and follow the Checkout steps.
  • You will receive a confirmation email that includes your order number.

What should I do if I’m having trouble placing an order?

If you are experiencing technical difficulties with our website, please call us at (800) 257-9452 or email us.


Order Status

When will I receive an order confirmation?

You will receive an order confirmation within a few minutes of placing your order. This confirmation will include your order number and the total cost of your purchase.

You will also receive a shipping notification email when your order ships. The email will include tracking information for your order.


Payment

What payment methods can I use?

We accept Visa®, Mastercard®, American Express® and Discover®. All credit card information is encrypted to ensure your data stays safe and secure.

When does my credit card get charged?

Your credit card will be charged shortly after the order is placed. If your credit card is charged in error, please call us at (800) 257-9452 or email us.

How will the charge show up on my credit card?

The charge for your order will appear on your credit card as “H.M. Royal of California, Buena Park, CA.”


Shipping

How long will it take to get my order?

Delivery time depends on the shipping option you select at checkout. Once the order is shipped, you will receive a shipping notification email with a tracking number.

What are your shipping options?

Shipping options for UPS are listed below. These shipping options are based on transit days after the order has left the warehouse.

  • Ground (UPS)
  • 3 Day Select (UPS)
  • 2nd Day Air AM (UPS)
  • 2nd Day Air (UPS)
  • Next Day Air Saver (UPS)
  • Next Day Air Early AM (UPS)
  • Next Day Air (UPS)

How can I track my order?

We will send tracking information to the email address associated with your order once the order has shipped. If you have yet to receive a tracking number, we are still processing your order.

What shipping carriers do you use?

We use UPS to ship our orders. Shipping options for UPS are listed below. These options are based on transit days after the order has shipped.

  • Ground (UPS)
  • 3 Day Select (UPS)
  • 2nd Day Air AM (UPS)
  • 2nd Day Air (UPS)
  • Next Day Air Saver (UPS)
  • Next Day Air Early AM (UPS)
  • Next Day Air (UPS)

Do you ship internationally?

We do not currently ship outside of North America.


Problems with Your Order

What do I do if my order never arrives?

Check your order confirmation email for the tracking number. If that doesn’t work, send us an email at estore@hmroyal.com, tell us what you ordered and your order number, and we will assist you.

What if my order arrives damaged?

We are dedicated to providing the highest quality service to our customers. If you are not 100% satisfied with your order, we will accept returns within 30 calendar days from the date the item was received. The damaged item must be returned in its original condition and packaging and with the receipt or proof of purchase. For more information, view our Refund & Cancellation Policy.

What if my order is missing items?

If your order is incomplete, please send an email to estore@hmroyal.com, and we will assist in resolving the issue. To speed up the process, please include your order number and details of the missing products.

What if I’m experiencing another issue with my order?

If you’re experiencing a problem with your order, please send an email to estore@hmroyal.com, and we will assist in resolving the issue. To help us serve you better, please include your order number, details of the issue and a photo of any damaged items.


Purchase History

How do I view my purchase history?

If you have an HM Royal account, you can view your purchase history online. Simply click on “My Account Login” in the website footer and log into your account to view recent purchases, billing information, account details, etc.

Don’t have an HM Royal account? In order to create a new account, simply follow the steps below:

  • Go to “My Account Login” in the website footer.
  • Enter your email address and click “Register.”


Privacy Policy

What’s your privacy policy?

H.M. Royal is committed to protecting your privacy. Our Privacy Policy outlines the information we collect, how we use that information, and an explanation of your choices relating to this information. To view the full policy, click here.


Return Policy

What’s your return policy?

For your convenience, you may return an item you purchased online within 30 calendar days from the date you received it. To be eligible for a return, your item must be:

  1. Unused and in the same condition you received it
  2. In the original packaging
  3. Returned with the receipt or proof of purchase 

For more information, view our full refund and cancellation policy here.

 

We're Here to Help

Don't see the answer you're looking for? Contact us at estore@hmroyal.com.