Premium Guard Inc. – PGI ("we" and "us") is the operator of (https://www.highflow.com) ("Website"). By placing an order through this website, you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service. 

1. General 

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await the restocking of the back-ordered item or if you would prefer for us to process a refund.

2. Shipping Costs 

Shipping costs are calculated during checkout based on the weight, dimensions, and destination of the items in the order. Shipping payment will be collected with the purchase. 

This price will be the final price for shipping cost to the customer. 

3. Returns 

3.1 Return Due to Change of Mind 

PGI will happily accept returns due to a change of mind if a request to return is received by us within 14 days of receipt of the item and is returned to us in original packaging, unused, and in resellable condition. 

Return shipping will be paid at the customer’s expense and will be required to arrange their shipping. 

Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. 

(PGI) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

 3.2 Warranty Returns 

PGI will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items. 

Customers will be required to pre-pay the return shipping; however, we will reimburse you upon successful warranty claim. 

Upon receiving items for a warranty claim, you can expect PGI to process your warranty claim within 7 days. 

Once the warranty claim is confirmed, you will receive the choice of: 

(a) refund to your payment method 

(b) a refund in store credit 

(c) a replacement item sent to you (if stock is available) 

4. Delivery Terms 

4.1 Transit Time Domestically 

In general, domestic shipments are in transit for 2 - 7 days 

4.2 Transit time Internationally 

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We can offer a more specific estimate when you are choosing your courier at the checkout. 

4.3 Dispatch Time 

Orders are usually dispatched within 2 business days of payment of the order 

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum. 

4.4 Change of Delivery Address 

For a change of delivery address requests, we can change the address at any time before the order has been dispatched. 

4.5 P.O. Box Shipping 

PGI will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping 

We can ship to military addresses using USPS. We are unable to offer this service using courier services. 

4.7 Items Out of Stock 

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item. 

4.8 Delivery Time Exceeded 

If the delivery time has exceeded the forecasted time, please contact us so that we can investigate. 

5. Tracking Notifications 

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. 

6. Parcels Damaged in Transit 

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service for the next steps. 

7. Duties & Taxes

7.1 Sales Tax 

Sales tax has already been applied to the price of the goods as displayed on the website. 

7.2 Import Duties & Taxes 

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and PGI encourages you to be aware of these potential costs before placing an order with us. 

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to PGI at the customer’s expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations 

If you change your mind before you have received your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy. 

9. Insurance 

Parcels are insured for loss and damage up to the value as stated by the courier. 

9.1 Process for parcel damaged in-transit 

We will process a refund or replacement as soon as the courier has completed their investigation into the claim. 

9.2 Process for parcel lost in-transit 

We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.

10. Customer service 

For all customer service inquiries, please email us at support@highflow.com