Shipping policy


Free Shipping Policy

We are pleased to offer free shipping on all orders over $90 within the continental United States. Please review the details of our policy below:

  • Eligibility: Orders must have a subtotal of $90 or more (before taxes and discounts) to qualify for free shipping.
  • Shipping Carrier: Free shipping is provided exclusively through FedEx.
  • Excluded Locations: Free shipping is not available for orders shipping to Alaska, Hawaii, U.S. territories, APO/FPO addresses, or any non-continental U.S. locations.
  • USPS Shipping Option: If you prefer USPS shipping, additional costs will apply. Please contact us for a shipping quote before placing your order.
  • Processing Time: Orders typically ship within 2 business days and arrive within 3-8 business days, depending on location.

For any questions regarding shipping, please contact our customer service team.

Exchange of Damaged Products

If you receive a damaged product, please contact our Customer Support team and provide the following:

  • Photos of the original packaging, including the shipping label and bagging.
  • Clear images of the entire package, as well as close-ups of any damage.
  • Any additional details that may help us improve packaging or resolve the issue.

Our team will review your request and assist you with the exchange process.

Returns Policy

Due to the nature of our products, returns are generally not accepted. However, if you receive an incorrect product due to our mistake, you may be required to return it only if the product remains unopened in its original packaging.

How to Request a Return

  1. Open the Order in question and  and select the Request Return option.
  2. Fill out the form with the required details and submit your request.
  3. Once reviewed, you will receive a return shipping label via email within 5  business days..

Please note that returns are not accepted in most cases and resturn shipping fees and a 20% restocking fee is deducted from the refund balance. If you have any questions, feel free to as in the chat. 


Cancellations & Refunds

  • Orders can only be canceled and refunded if they are in one of the following statuses:

    • On-Hold
    • Scheduled for Courier Pickup
    • Backordered Products

  • If you wish to cancel a backorder, please contact Customer Support with your order number.

  • Orders that are already in "Tracking Added" or "Shipped" status cannot be guaranteed for cancellation. If an order has been shipped, cancellation may be possible through the shipping carrier, but this is subject to additional costs and does not guarantee the package will be stopped before delivery.

Refund Policy

  • Refunds are only issued in rare cases where we are unable to replace an out-of-stock product.
  • In all other cases, we will offer either a replacement product or store credit for future purchases.
  • Shipping, packing, and restocking costs will be deducted from any refunds issued.

For any cancellation or refund inquiries, please reach out to our Customer Support team.

Here's a refined version of your Stolen After Delivery policy for better clarity and professionalism:

Stolen After Delivery

Hotel Supplies Group LLC (HSG) is not responsible for stolen items once they have been marked as delivered.

You will receive an email with a tracking number, and we recommend taking necessary precautions to ensure the safe receipt of your package. If your package is stolen from your property, you may take the following steps:

  1. File a police report for the stolen package.
  2. Contact your credit card company to inquire about possible purchase protection.

For additional assistance, please reach out to our Customer Support team.