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FAQ

What are your hours of operation?

Our office/warehouse is open Monday through Friday from 8 am to 5 pm PST. We also observe major holidays in the PST time zone.

Is your warehouse/office open to the public?

We are not open to the public, and all orders must be placed on our hyperionarmor.com website. We do not offer in-person order pickups

The item I would like to purchase is out of stock, can I place a back order to reserve one once available?

We are not able to place back orders to reserve items for future inventory. If you go to the product page of the item you are interested in and enter in your email address in the "Subscribe to back in stock notification," you should be notified once there has been a restock.

When will ‘_______’ be back in stock?

We manufacture daily and batches of SI items are ready every week. Once batches of items are ready and inspected for quality control, items will be restocked to our distributors, dealers and then to the SI website.

Can you do any custom work for products or custom colors?

No, we do not offer any custom work.

Do you sell and ship outside of the USA?

Due to ITAR laws, we can only sell and ship within the USA

Can I Combine Separate Orders to Save on Shipping?

I placed two (x2) separate orders, can I combine these orders so I am not charged twice for shipping?

Unfortunately we are not able to combine orders once placed. An option would be to cancel both orders and place a new order with the desired items if they are still available.

I received my tracking number but there has not been any tracking log updates/scans:

If you are issued a tracking number, your order is part of that day’s daily shipping or at least, the following day’s daily shipping batch if already completed. The shipping carrier will deny having received your package until it is scanned. Please allow the shipping carrier ample time to scan in your package and start updating your tracking history/log. In the event no tracking log updates have been made after 15 consecutive business days, the package can be considered lost in transit and we will either reship or refund.

My order is not showing up on my account history:

Only orders placed WHILE LOGGED INTO YOUR ACCOUNT will show up in your account order history. If you created an account AFTER placing your order, it will not reflect on your newly made account. Please keep this in mind as guest orders cannot be transferred to an account holder’s history.

How do I remove items, change items, or change quantities on my order?

Please submit a customer support ticket with your request. Please note these are time sensitive requests as the shipping department process orders throughout the working day.

-WE ARE ABLE TO remove items from your order
-WE ARE NOT ABLE TO add items to your order. Also, we cannot swap items in your order for a different one. In these cases, we will ask if you would like to cancel your order so a reorder can be placed with the desired items added if still available.

My order is not showing up on my account history:

Only orders placed WHILE LOGGED INTO YOUR ACCOUNT will show up in your account order history. If you created an account AFTER placing your order, it will not reflect on your newly made account. Please keep this in mind as guest orders cannot be transferred to an account holder’s history.

I never received my order and the shipping carrier has marked it as “delivered”:

Please submit a customer support ticket ASAP.  We will verify your ship to address and assist in the next step.

I received my package missing items/damaged:

Please take a photo of all received items and the package it was shipped in. If there seems to be any damage to the packaging that might have happened during transit, make sure to also get a photo of the package and submit it as a customer support ticket. These photos can help aid in any shipping carrier investigation.

My order was returned back to the sender. How do I move forward?

Please submit a customer support ticket and let us know immediately. Send us your full ship to address for us to verify. Once your return to sender package has been received by us, we will reship to the correct address.

I received a request to fill out an order verification form. What is this?

These verification checks are done on flagged orders. You will need to fill out the verification form and provide the request information/photos within 7 days of the request or else the order will be canceled and refunded with the items put back into inventory for sale. These verification checks are done to protect the customer and Hyperion Armor. Unfortunately, we have been dealing with an increased number of fraudulent orders and we are taking steps to avoid this. Thank You for patience, understanding and time.

This document was last updated on May 03, 2023

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