FAQ's
ORDERING
Q: How do I place an Order?
- Log in at the top, right-hand
side of any page.
-
New customers will need to register before ordering by accessing the
Create an Account page and
filling out all appropriate fields
- Add product to the Shopping Cart and proceed to Checkout
-
Depending on your delivery and payment methods, the next screens
will vary. Fill in the required Information to continue.
-
When you are on the Order Review portion, click
Place Order to submit your order for processing.
-
An order confirmation page will be displayed after you submit your
order. If you do not get this page, your order has not been
submitted.
- You will also receive an email order confirmation.
Q: Why can I only make purchases with a credit card?
The following reasons may explain why you may see "credit card" as the
only payment option when placing your order online.
-
If you established your HHIP account, but you were not granted an
open account (e.g. payment is due at the time of purchase), you
would only be able to pay by credit card.
-
If you established your HHIP account online, you will only be able
to pay by credit card. (A credit application is required for an
open account. Click here for more information.)
-
If you have an open account with HHIP, but your online
registration has not been approved yet, you will be required to
pay by credit card until the registration is approved. Thereafter,
you will have the ability to use your open
-
To check the status of your registration, Call us at 866.206.4447, or Contact Us
Order Status
Q: Where is my order confirmation?
Check your "junk mail" folder or "spam" folder in your email inbox to
make sure that the HHIP order confirmation is not located in these
folders.
Note: To ensure that future HHIP order confirmations
will be delivered to your email inbox, add the email address
[email protected] to your address book. Many anti-spam systems check
your email address book to know which senders are allowed to send you
email messages.
If you are still not receiving order confirmations, be sure to verify
your email address on the
Account Information page on
https://www.hhip.com/.
Q : Where is my order?
Call us at 866.206.4447, or fill out the
Contact Us form, or check the
status online (see next question for instructions).
Q: How do I check the status of an online order(s)?
- Log in at the top, right-hand side of any page.
-
Click My Account on the top,
right-hand side of the screen.
-
Look through Recent Orders of
My Dashboard to find your order’s status.
Note: Only your online orders will be displayed.
You can also Call us at 866.206.4447, or fill out the
Contact Us form for more
assistance.
-
Orders shipped UPS Ground, FedEx, DHL, or USPS will be linked to the
corresponding carrier's website, which provides detailed tracking
and proof of delivery information.
SIGNING IN
Q: What is my password?
If you have forgotten your password you can create a new password by
resetting it on your own. Here’s how:
-
Go to the
Forgot Your Password
page. Provide the required information.
-
We will send instructions on how to reset your password to the
email address stored in the Account Information section of Your
Account.
-
Click the link contained within the password reset email and
provide the required information.
Note: the information you enter must be identical
to the information submitted on your registration. If it is not
identical, you will be asked to contact us.
-
To contact us, call 866.206.4447, or fill out the
Contact Us form
Q: Are my email address and/or password case sensitive?
-
Only your password is case sensitive (e.g. password or PASSWORD). It
must be entered the exact same way it was during registration.
-
If you cannot remember how you entered it, go to the
Forgot Your Password
page. Provide the required information.
-
We will send instructions on how to reset your password to the email
address stored in the Personal Information section of Your Account.
-
Click the link contained within the password reset email and provide
the required information.
Note: The information you enter must be identical
to the information submitted on your registration. If it is not
identical, you will be asked to contact us.
-
To contact us, call 866.206.4447, or fill out the
Contact Us form
Q: Why can't I sign in?
Please follow these steps to ensure that you are logging in with the
correct information:
-
Are you registered on our Web site? If not,
register.
-
Enter your email address in the box entitled Email Address and
your password in the box entitled Password. Both fields can be
found in the Log In section on every page of the site. Click the
Login button.
-
Check your email address and password. They must be entered
exactly the same way as they were during registration.
Note: Your password is case sensitive (e.g.
password or PASSWORD).
-
If you cannot remember your login information, go to
Forgot Your Password? and provide the required information. We will send an email
with instructions on how to reset your password.
-
To contact us, call 866.206.4447, or fill out the
Contact Us form
Updating My Account
Q: How do I update my address/account information?
- Log in at the top, right-hand side of any page.
-
Click on My Account in the global navigation bar at the top,
right-hand side of the screen.
-
Click Account Information in the navigation on
the left-hand side of the screen.
-
The Address Book section will be displayed. Select one of the gray
sections to update your online account information.
Q: How do I change my email address?
- Log in at the top, right-hand side of any page.
-
Click on My Account in the
global navigation bar at the top, right-hand side of the screen.
-
Click Account Information in the navigation on the left-hand side
of the screen.
-
On the Edit Account Information page, you can change your email
address.
-
Type over your existing email address. Click
Save to save your changes.
Q: How do I change my password?
- Log in at the top, right-hand side of any page.
-
Click on My Account in the
global navigation bar at the top, right-hand side of the screen.
-
Click Account Information in the navigation on the left-hand side of
the screen.
-
Change your current Password by selecting Change Password and
completing the appropriate fields and click Save to
save your changes.
Product Information
Q: How do I return a product(s) or make a shipping claim? - Contact HHIP for assistance.
-
Contact the carrier/shipping company immediately, if you receive
a shipment that has visible damage.
-
Should the carrier/shipping company wish to inspect the
shipment, the materials must be made available to them.
-
For concealed damage - damaged items but no visible packaging
damage fill out the
Contact Us form and describe
what kind of product damage you have.
Q: Whom do I contact for specific product questions?
-
We can provide you with information for Product Selection,
Application Assistance, Installation, Troubleshooting,
Performance Data, Maintenance and General Technical Guidance.
- We have technical assistance available online.
-
Log in, click Contact Us at
the footer of any page.
-
State your question. Click Send. We will
respond within 1 business day.
Shipping
Q: Does HHIP accept international orders?
We only ship internationally through our eBay Store. Please click here to be redirected to that site.
Q: How do you handle shipments to Alaska, Hawaii and
U.S. Territories
Additional shipping charges may apply to shipments made outside
the contiguous U.S. Shipping for larger items is also quoted
upon request; please call (866) 206-4447 to place your
order.
Q: How do I register?
-
Click
Log In/Register at
the top of any page within our Web site.
-
Select the type of user you are and click Create an
Account.
-
Fill out the Registration form and follow the
instructions.
-
Acceptance of the Terms and Conditions is required for us
to process your registration.
Q: Do I need a HHIP account number to register?
No. New and existing HHIP customers are welcome to
register online without an account number. Here's
how:
-
Click
Log In/Register
at the top of any page within our Web site.
-
Select the type of user you are and click Create an
Account.
-
Fill out the Registration form and follow the
instructions.
-
Acceptance of the Terms and Conditions is required for
us to process your registration. To establish an account
with HHIP, see "How do I establish an account with HHIP?"
Q: How do I establish an account with HHIP?
Register and place an order on our Web site. Here's how:
-
Click
Log In/Register at
the top of any page within our Web site.
-
Select the type of user you are and click Create an
Account.
-
Fill out the Registration form and follow the
instructions.
*Prevent any delays in processing your
request, please be sure to complete all the required
fields completely and accurately.
*If we have any
questions about your registration, we will contact you via
email within one business day.
-
Acceptance of the Terms and Conditions is required for us
to process your registration and for you to order online.
-
Once your registration has been approved, you will be able
to place an order online using your credit card. Upon
request, subsequent orders can be placed on open account
with terms of net 30 days.
- Please be advised that HHIP is a wholesaler, not a
consumer retailer. As such, we sell to other
businesses. If you are a new customer to HHIP, you may be asked to
provide business identification (U.S. Taxpayer
Identification Number (TIN), copy of business license,
etc.) before we ship your first order.
-
If you currently do business with HHIP and did not provide
your account number during registration, please allow up
to 2 business days after placing your first online order
for your customer specific pricing to display (if any).
- You can also establish an account by calling us.
-
To contact us, call 866.206.4447, or fill out the
Contact Us form
Technical Questions
Q: What are the supported browsers for
https://www.hhip.com/?
The site currently supports the following browsers:
- Internet Explorer 8.0
- Internet Explorer 7.0
- Internet Explorer 6.0(SP3)
- Firefox 3.6
- Firefox 3.5
- Safari 4.0.4 and above
- Google Chrome 4.1 and above
To upgrade your browser to the latest version of:
Q: Why doesn't https://www.hhip.com/ recognize me
even though I am a registered customer?
There can be several reasons why the site is not
recognizing you:
-
You are not using the computer you registered on.
-
If you click the Logout button or if the cookies are
deleted from your computer.
-
Your browser is set to reject cookies. To change your
browser to accept cookies, go to
Tools > Internet options > Privacy >
Advanced
and make sure that both the first party cookies and
third party cookies are enabled to “Accept”. If you
encounter any problems making this change, please
contact your infrastructure support.
Q: What are cookies and why do I need them?
Cookies are little bits of information stored by your
browser. Cookies allow web sites to remember features
and preferences (such as your login information,
purchasing behavior, etc.) between visits to web sites.
They cannot divulge personal information about you and
are totally harmless.
Q: How do I make sure I am viewing the most
up-to-date content?
The browser cache stores copies of the Internet pages
you visit. The advantage of a browser cache is that it
makes revisiting and re-loading quicker. The
disadvantage is that the pages retrieved with your
browser cache may not contain the latest version of the
page. For example, if the page content has recently been
changed, the cache can cause the page to load with the
previously stored version of the page or with errors.
- To clear your cache in Internet Explorer:
Go to the top of your browser window and click
on
Tools > Internet Options > General. Go to “Temporary Internet files” (located in the
middle section of the page). Click on “Delete Files…”
and then click ”OK”. Next, click “Delete Files…”
again. Check the box “Delete All Offline Content” and
click “OK” again. To ensure you see the latest
content, go to
Tools > Internet Options > General. Go to “Temporary Internet files”. Click on
“Settings”. Set “Check for newer versions of the
stored pages” to at least “Automatically”.
- To clear your cache in Netscape:
Go to
Edit > Choose Preferences. Click
“Advanced Category” and select “Cache”. Click the
“Clear Disk Cache” button and the “Clear Memory Cache”
button. Click “OK”.