Frequently Asked Questions

 

Where is your HQ?
Our HQ is based in Hartford, CT!

When will I receive my order?
In-stock items are processed within 1–5 business days. Once shipped, delivery usually takes 3–6 business days depending on your location. Pre-order items may take 4–6 weeks before they’re ready to ship. You’ll receive a tracking link as soon as your package is on its way.

Do you offer international shipping?
Yes! We ship to most countries worldwide. Shipping times vary depending on your region and the courier service selected at checkout.

What if I didn’t get a confirmation email?
Sometimes confirmation emails get caught in spam or promotions folders—be sure to check there first. If you still don’t see it, email us at help@hiddenstacy.com with your name, order details, and shipping address, and we’ll confirm your purchase.

What sizes should I order if I’m unsure?
If you’re in between sizes or not certain, we recommend going one size up to ensure a more comfortable fit.

Can I change or cancel my order after placing it?
We can usually make changes if you contact us within 24 hours of ordering. After that, your order may already be processing and we can’t guarantee modifications.

How can I track my shipment?
Once your order is fulfilled, you’ll get an email with your tracking number and link. Updates are posted in real time as your package makes its way to you.

What is your return policy?
If you receive the wrong size, a defective item, or something damaged in transit, you can return it within 30 days of delivery for an exchange or refund.

What payment methods do you accept?
We accept most major credit cards, PayPal, and select digital wallets. All payments are securely processed at checkout.

My card was charged, but I don’t see an order. Why?
This usually means your payment was declined or pending. It may look like a charge, but the funds are typically released back to your account within 24 hours. Contact your bank if you have concerns, or reach out to us for confirmation.

How long does it take to process a refund?
All refunds are processed within 48 hours after receiving valid cause for a refund.