FAQ

Shipping

We offer free shipping on all stock Hiddin orders! Custom orders, due to the need for custom packaging, may have shipping charges.

Hiddin does everything possible to assure a smooth and prompt delivery of your new pet products. However, be aware that there may be circumstances out of our control that may result in a delay in the production or delivery of your order. We will contact you promptly if any delays arise.

We offer free shipping and ship to the contiguous United States.

Shipping to Alaska, Hawaii, Puerto Rico, Canada, and abroad will either incur additional shipping charges or potentially will be unavailable for shipment. Please contact us and we may be able to assist you in arranging shipping to your location!

Our orders are sent via FedEx or UPS ground, and on average take 2-7 business days once they leave our acrylic shop, depending on your location.

Most items will take 3-7 business days to leave our shop. Items that are made to order are denoted on their product pages, such as our crates, and they will take 3-4 weeks to ship.

If you have a large order and one item is going to cause a delay or is backordered, we may ship your order in multiple shipments. Please feel free to reach out with your order number, and we will advise you on when we expect your order to ship.

If an item is out of stock or unavailable, we will ship it as soon as it becomes available.

We do our best to ship out products in a timely manner. You will be notified via email if part or all of your order is back ordered more than 2 weeks.

Care and Cleaning

It simply takes a soft, damp cloth! Only use water, gentle soap, and a clean cloth, preferably microfiber.

Please note: never use window cleaner, ammonia products, or other chemical sprays on acrylic. Similarly, never use any scouring pads or cloth with debris.

Don’t worry! Unlike other materials, most scratches on acrylic can be removed with Novus polish.

The silver, glass, and rose gold bowls are all dishwasher-safe.

The gold, black, white, and color bowls are hand-wash only.

Returns and Damages

Please be sure to open and inspect your products immediately. Contact us as soon as possible if there are any errors or issues, and be sure to keep all products and packaging. We will need photography of any issues or damages.

If you would like to return an item, please contact us within 7 days of receiving your order.

We'll give you return instructions, and you have 15 days to return it. The customer covers return shipping costs, and the item must be shipped in its original packaging.

Once we receive the item in perfect condition, we will refund you item price minus 25% restocking fee minus initial shipping cost.

Please do not return items without prior authorization as it will be refused.

All items must be returned in their original, unworn, and unused condition enclosed in original packaging within 15 days for a refund. You can expect a refund in the same form of payment originally used for purchase up to 21 days of our receiving your returned item. In the event an item is returned in a condition where it cannot be resold, we will not be able to proceed with the refund.

We have multiple locations throughout the United States from which we ship our products. We will advise you of the address to which to ship your return at the time of inquiry.

Please do not return items without prior authorization as it will be refused.

We're so sorry to hear that an item arrived damaged! Please keep all products and packaging, and take photos of the outside box, inside packaging, the product, and the damage, as well as any damage on the box itself.

Email your order number, a description of the damage, and the photos to info@hiddin.co within 48 hours of receiving your order. Once we receive the email, we will work with you to replace the damaged items promptly.

General Questions

You can reach us via email at info@hiddin.co. You can also fill out our contact form, and we will reply with an email promptly.

Most likely not. We recommend that you take time to familiarize the gate with your dog or cat, or install the gate with your pet present so they understand that there is a barrier in place. Like a window, most pets recognize the clear barrier.

Definitely not! The height of our gates are 30 inches off the ground, so you will see it in your line of vision when walking. While they are clear, they are visible; the clear gates simply don't cause visual distractions in your home's design.

Definitely. Every product in the Hiddin line is made in the U.S.A. from BPA-free materials. 

Hiddin is based in the New York City metro area. We currently do not have any brick & mortar locations to visit.

Please do not return items to this location. This mailing address is for documents only.

Mailing address:
Hiddin LLC
759 Bloomfield Ave
Suite 240
West Caldwell, NJ 07006