Can’t find your question or a good answer? Feel free to contact us…we’re happy to help.

Q. How do I place an advance order?
A. To schedule an advance order, simply enter your desired delivery date in the Special Instructions box after selecting your shipping carrier in the checkout process.

Q. Can I ship to multiple addresses in one order?
A. Yes! At checkout, mark the white box that reads: Ship To Multiple Addresses. If this box does not appear, you may need to update the quantities in your cart (just click Update Quantity).

Q. How do I add my personal gift message?
A. When you view your shopping cart (the first step in the checkout process) you have an option to add a gift tag message for each Hip Kit you are sending. To the right of each Kit listing you will see a button with the words: Gift Tag Message. Click this button, enter your message, then select continue to save the messages and continue checking out. Add More! Items are not eligible for individual gift messages because they are included within Kits.

Q. How do I check the status of an order?
A. Click on ACCOUNT at the top of any page. Log into your account using your email address and password (if you don't remember your password we'll email it to you right away). Then select View Order Status and History. On this page you will see an option to track your packages.

Q. Why don't I see any tracking information in my Order Status?
A. Tracking information is entered into your account by end-of-the-day the date your Kit is shipped.  Kits usually ship within one business day.  Orders received after 12pm CST are shipped the following business day. 

Q. When should I send a Hip Kit?
A. Hip Kits support and motivate a student at any time of the year. Particularly stressful times of the year include the first week of school (homesickness!), mid-semester exams, final exams, and family holidays and birthdays spent away from home. Packs are also great for celebrations…completion of a big project or paper, acing an exam, winning an award, and, of course, graduation!

Q. Do you have a healthy college care package?
A. Yes! Brain and Grain is filled with healthy snacks, gourmet treats, and toys that make you go “ahhhh.”

Q. How do I enter military addresses for shipping?
A. Enter the recipient's full name and address in the relevant fields. Enter APO or FPO in the City field. Select Armed Forces Other Areas (AE) for the State field if the recipient is stationed in Europe, Canada, Africa, or the Middle East. Select Armed Forces America (AA) if the recipient is stationed in the Americas. Select Armed Forces Pacific (AP) if the recipient is stationed in Asia or the Pacific. Regardless of where the recipient is stationed, select United States from the Country drop-down menu. All shipments to APO/FPO addresses are sent US Priority Mail. Please select USPS as your carrier, and Priority Mail as your shipping method.

Q. Do you substitute items for people with special needs like diabetics?
A. Hip Kits is happy to accommodate special needs (diabetic, non dairy, wheat free, etc.) to the best of our ability. We cannot guarantee that all items included in the pack will be suitable for your student’s special needs (but we’ll try!). We will need some extra time to gather the goods. Please order in advance.

Q. Can I purchase an Add More! Item separately?
A. At this time we cannot offer Add It! Items without the purchase of a Kit. We have picked these items for inclusion in our Kits. We do not have the shipping flexibility to ship these smaller items individually.

Q. How long will it take for the Kit to be delivered?
A. Our Kits usually ship within one business day. Orders received after 12pm CST are shipped the following business day.  There are several shipping options to choose from to insure your Kit gets there on time.

Q. Do you guarantee your Packs?
A. Yes! Please refer to our Shipping and Returns page for more info.

Q. Can I cancel my Kit Club order before all the Kits have been delivered?
A. Yes, you can cancel your order before all Kits have been delivered.  However, we will regard the orders previously shipped as normal orders.  Your card will be charged any additional cost for individual purchase of the Kits that have been shipped, plus the estimated shipping cost that would have been assessed for each Kit that has been shipped. Kit Club plans are designed to spread out the cost of all Kits over four or six installments (with a multiple order discount and free shipping for each). Sold individually, the Kits range in price.

Q. What is your return policy? 
A. Please refer to our Shipping and Returns page for our return policy.

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