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FAQ's

What Does Free Shipping Mean?

Shipping (Standard Ground) is free* for all customers in the U.S. and Canada!

Do You Ship Internationally?

Yes! We ship nearly everywhere! We offer real time shipping charge for each country. International delivery is between 1-6 weeks. Please note: customer is responsible for any and all customs/duty and all other related charges.

How Long After I Place An Order Will It Be Shipped?

All orders placed Monday through Friday will be packaged and shipped within 3-5 business days after the order has been placed. Our warehouse is closed on Saturday and Sunday, so all orders placed on these days or after 4 PM EST on Friday will be shipped between 3-5 business days. It typically takes 2-5 business days to receive your order once it has shipped. Orders shipped to Canada can take between 2-4 weeks for delivery and we are neither aware of nor responsible for any customs/duty charges. Once an order leaves our warehouse, it is completely in the hands of the shipping carrier. We are not liable for lost or stolen packages. 

How Do I Make Changes To My Order?

If you need to make any changes to your order, please call us at 912-638-8191 immediately after making your purchase. We are open Monday- Friday from 10 AM-5:30 PM EST and closed on Holidays. If it is during non business hours please email us at service-clients@frozenpixelstudios.com. We will do our best to modify your order, but once it has been marked as shipped we are not able to cancel or make any changes to the order. We apologize for any inconvenience and will do our best to assist you.

What If I Need My Order Shipped Faster?

We got you covered! Our cut-off time for Express orders is 2:45 PM Eastern Standard Time (EST). Express orders placed after 2:45 PM EST will be processed the next business day. Our current rates are available at checkout! Express shipping excludes weekends. 

What Can Cause My Order To Be Delayed?

  1. If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.

  2. If your “ship to” address is different than your billing address, we will call and verify to make sure you (the card holder) is/are the person placing the order. This process may delay your order.

  3. All orders placed with a value of $100+ MUST be verified by the customer for fraud purposes. This is company policy and is done for our protection as well as the customer's. If you place an order that needs to be verified, customer service will contact you via the phone number listed on file. 
  4. During large sales and promotional events, shipping time can be delayed up to 5-7 business days. Please note that orders are only shipped on business days (Monday-Friday).
  5. During our promotional period your order may not be shipped as quickly as normal. Your patience is greatly appreciated and we will do everything possible to process and ship your order as soon as possible.

How Do I Use A Promotional Code?

Once you've reached the checkout stage, enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied! Please note, only one promotion/discount code is redeemable per order and we DO NOT price match any past promotions.

  • Discount codes must be applied at the point of purchase and can only be used while valid. They cannot be added/applied after the order is placed.

Do I Get Any Confirmation My Order Went Through?

Anytime you place an order you will receive 2 emails. The first will be a confirmation email containing your order number. The second email contains your tracking number and is sent once your item has been marked as shipped! Please note that it can take up to 24-48 hours for your tracking number to be activated!

How Do I Make A Return?

In order to return properly, please refer to our Return Policy online to make sure your return meets the criteria.

Can I Exchange My Item?

If you would like to exchange your item for a different size, please indicate that on your return form.

  • Please Note that exchanges are subject to availability. If the item/size you are interested in is not in stock when we receive your return, we will process your return and issue you a store credit.

Why Is Everything I Want Out Of Stock?

At Ultimate hoteldeals, we have the most amazing customers! Sometimes we just aren't prepared for the amount of admiration our customers have towards our clothes, and things sell out ridiculously fast! We are still working out the kinks as far as quantity goes! We appreciate everyone's patience, and will continue to try and grow gracefully with our customers.

How Will I Know When An Item Is Restocked?

Our Facebook, Instagram & Twitter friends are the first to be updated about restocks pre-orders, sales, and contests! Liking the Ultimate hoteldeals page is the best way to stay up-to-date on what's going on at Ultimate hoteldeals! We also have a newsletter than you can sign up for at: shophopesblog.com.

If I make a purchase with my loyalty rewards points and then return that item will I receive the points back?

Unfortunately rewards points are one time use only so they are not given back if an item is returned.

I Cannot Find The Answers To My Questions, How Do I Reach Customer Service?

You can call us at +371 20580972, Monday - Friday 10 am – 5:30 pm EST or email us at service-clients@frozenpixelstudios.com. We respond to all emails Monday-Friday from 9AM-5PM EST. Any emails sent Friday after 5PM EST- Sunday will be answered first thing Monday morning.

*Some restrictions apply. Certain orders including sale items may not qualify for free shipping.

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