Once an order has been placed, we will send you a confirmation email to track the status of your order. Once your order is shipped, we will send you another email with a confirmed expected delivery date as well as the link to track the shipping status of your order. These emails may be sent to your spam folder, so please ensure you check it!

If an email address was not provided at checkout and you would still like to receive a confirmation email, please direct your inquiry to contact@fivehills.us with the full name and shipping address on the order and we will resend the confirmation to you.

Shipping addresses can be easily amended if your order has not already shipped. Please reach out to us via contact@fivehills.us and include:

-Your order number
-Name on the order
-Email the order was made with
-Your request and new shipping address.

Once an order has left our shipping facility, we are unable to change its address. Your best bet to fix this is to contact your local UPS once it reaches your city/state/country. Kindly double check that your shipping address is correct before submitting your order. We are not liable for your package if your address is entered incorrectly!

A pre-sale or pre-order is a new product that is available for sale before being in stock and ready to ship. All estimated shipment times will be displayed on the product page of the pre-order product. If you have not received a shipping confirmation email, your pre-order items are still in production. If you place an order with a pre-order item(s), your entire order will be shipped out to you when the pre-order item is ready to ship.

Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped, we will send you another email with a confirmed expected delivery date as well as the link to track the shipping status of your order. These emails may be sent to your spam folder, so please ensure you check it!

Pre-order items will have an estimated shipping date that will be indicated on the item’s product page. As soon as your order is handed over to our shipping carrier, the shipping method you chose during checkout will apply. If you have any questions, please send us a message at contact@fivehills.us

All international orders may be susceptible to extra duties/customs/brokerage fees and taxes when arriving at your city/state/country of destination. Please note that we are unable to cover these costs imposed by your local government.

If a cancellation is necessary for a pre-order, please reply to your order confirmation email as soon as possible so that we can handle your case directly. Please keep in mind that once we move forward with a cancellation, it may take up to 10 business days to receive your refund through the payment method you used to make the order. All cancellations and refunds are final.
We are unable to cancel an order once the order has shipped.
If you would like to cancel an order that was partially/fully paid via gift card(s), the gift card(s) will be refunded to you through store credit only.