FAQs
Orders & Cancellations
1. How do I cancel my order?
We accept order cancellations before products are shipped. If you need to cancel an order, please email us at halfhalfactive@gmail.com. Once an order has shipped, we are unable to cancel it. In this case, you will need to follow our standard return process.
2. When will my order be shipped?
We typically process and ship orders within 1-5 business days, excluding pre-order items. You will receive a shipping confirmation email with tracking once your order is on its way.
If your order contains an out-of-stock or pre-order item, we will ship the available items first. The remaining items will ship separately as soon as they are available, at no extra cost to you.
3. I haven’t received my confirmation email.
Confirmation emails are sometimes filtered into spam or junk folders, so please check there first. All confirmation emails are sent from halfhalfactive@gmail.com. If you still cannot find it, please contact us with your name and shipping address, and we will be happy to help.
Shipping & Tracking
1. What is your shipping policy and estimated delivery time?
We aim to process and ship all orders from our warehouse within 1-5 business days. Once your order ships, you will receive a tracking number via email.
Here are some estimated delivery times after dispatch:
- US: 6-15 business days
- Singapore: 4-9 business days
- United Arab Emirates: 5-14 business days
- Canada: 6-18 business days
- Taiwan: 1-4 business days
- Hong Kong: 1-3 business days
- Mexico: 7-18 business days
- Australia: 7-18 business days
- For other countries, please check here.
Please note that these are estimated delivery times and are not guaranteed. We are not responsible for delays caused by factors beyond our control, such as courier operations, customs clearance, or severe weather.
2. Do you offer free shipping?
Yes, we offer free standard shipping to most countries on orders over $75 USD (after all discounts are applied). Please note that free shipping does not cover customs-related fees or duties.
An extra shipping fee will apply to specific locations (including Islands, Argentina, Ukraine, Indonesia, Peru, India, Monaco, Colombia, Cyprus, and Mexico) or for certain shipping methods (e.g., DHL, UPS). The exact shipping cost for your order will be displayed at checkout.
3. Will I be charged customs duties or taxes on my order?
We cover customs duties for orders to the US, EU, and UAE. However, for other international orders, duties, taxes, or import fees may be applied by your local customs authority upon arrival. These charges are the sole responsibility of the recipient.
If customs duties are not paid, the parcel may be destroyed by local customs, and we will not be able to offer a refund or reshipment.
4. Do you deliver to PO Boxes, Parcel Lockers, or military addresses (APO/FPO)?
Our shipping services require a physical street address, so we are typically unable to deliver to these locations. We recommend providing a standard residential or business address. If this is your only option, please contact us before placing your order to inquire about potential alternatives.
5. What if my tracking says "delivered," but I can't find my order?
If your tracking shows your package was delivered but you have not received it, please take the following steps:
a. Check around your property, including your mailbox, front porch, and garage area.
b. Ask family members, housemates, or neighbors if they may have received the package.
c. Contact the shipping carrier directly with your tracking number.
If you are still unable to locate your order, please contact us at halfhalfactive@gmail.com. Please note that we cannot offer refunds or reshipments for missing parcels that have been marked as delivered.
6. What if my parcel was returned to the sender?
Parcels are typically returned due to an uncollected item, failed delivery attempts, an incorrect address, or refusal by the recipient.
If the parcel is returned to our warehouse, we can reship it to you. If the return was due to an incorrect address, you may be asked to cover the cost of reshipping the order. If the parcel is returned to a third party (like a local post office) and not directly to us, we are unfortunately unable to offer a reshipment or refund.
7. What if my order is damaged?
If your parcel arrives damaged, please take photos of the damage (including the packaging) immediately and email them to our customer service team. We will review the details and work with you to find a solution.
8. How do I track my order?
Once your order ships, you will receive a shipping confirmation email that includes your tracking number and a link to check the status of your delivery.
Returns & Refunds
1. What is your return policy?
We accept returns within 20 days of delivery.
- Item Condition: Items must be unworn, unwashed, unaltered, and free of stains, with all original tags attached.
- Refund Options: You can choose to be refunded to your original payment method or as store credit.
- Fees: A $2.99 restocking fee per item, any return label fees, and customs duties will be deducted from your refund. Original shipping fees are non-refundable.
To start a return request, please contact us at halfhalfactive@gmail.com.
2. What if I received a faulty item?
We are very sorry to hear you received a faulty item. Please email us at halfhalfactive@gmail.com with your order number, the item name, and photos clearly showing the fault. We will review the details and provide a solution within 3 business days.
3. Do you offer exchanges?
Yes. Once your returned items meet our policy requirements, we will contact you to confirm the exchange items. You will then receive a new order confirmation and tracking number.
4. I still haven't received my refund for my returned items.
Once your return is marked as delivered, please allow up to 7 business days for us to process your refund. If it has been more than 7 business days, please email us your order number and return tracking number so we can investigate the delay.
Payments & Gift Cards
1. What payment options do you accept?
We accept a variety of payment options for your convenience, including Visa, Mastercard, Amex, JCB, UnionPay, and Paypal.
2. Do you sell gift cards?
Yes, we offer e-gift cards. You can shop for them here.
Products
1. How do I choose the right size?
A detailed size chart is available on each product page. If you need a personalized recommendation, please email us at halfhalfactive@gmail.com with your measurements (height, weight, bust, waist, hips) and the items you are interested in.
2. When do items restock?
Product availability is subject to change, so we cannot guarantee specific restock dates. For an estimated time, please check the product details or contact us at halfhalfactive@gmail.com.
3. How can I avoid see-through bottoms?
Our white and other light-colored leggings are made with a slightly thicker fabric for opacity. For the best look, we recommend wearing seamless, nude-colored underwear. Please note that sheerness can appear differently on individuals.
Discounts & Promotions
1. Why isn't my promo code working?
Here are the most common reasons a code might not be working:
- The code has expired.
- Your order total does not meet the minimum purchase requirement.
- The code only applies to specific items or collections.
- The code has already been used.
- You have a typo in the code.
- The code cannot be combined with other discounts.
If you have checked these issues and your code is still not working, please contact us.
2. Do you offer a discount for new customers?
Yes, we offer a 15% discount for new customers. To receive your code, simply sign up for our email list. The discount code will be emailed to you after you confirm your subscription. This code is for one-time use and must be applied manually at checkout.
3. Can I combine discount codes?
Our checkout system allows only one promotion per order. However, you can combine a gift card code with a single discount code.
4. I forgot to use my promo code—what should I do?
If you forgot to use your promo code, please contact us after you have received your order and confirmed you will not be making a return. We will then process a refund for the discount amount.
5. Do you offer a teacher or student discount?
Yes, we offer a 20% discount code for teachers and students. To receive your code, please email us a photo of your valid teacher's or student's ID. This is a one-time use code valid for one year from the date of issue.