Once your order ships, we'll send tracking information to the email or phone number associated with your order.

Click the tracking link to see the latest updates directly from the carrier.

If you haven't received tracking yet, your order may still be processing or could contain a pre-order item.

Contact us as quickly as possible if you entered the wrong shipping address.

If your order hasn't been processed or shipped yet, we may be able to update it.

Once a package has been shipped, we cannot guarantee that its destination can be changed.

Always double-check your shipping information before completing checkout.

In-stock orders are packed as quickly as possible by our small Hello Clio team, please allow us 3-5 business days to fulfill your order.

During launches, major sales, holidays or periods of unusually high order volume, processing may take a little longer.

Pre-order items follow the estimated shipping timeline listed when you purchased them.

Once your package leaves Hello Clio, carrier transit time is separate from our processing time.

"Label created" means we've generated a shipping label for your package.

It does not necessarily mean the carrier has scanned or begun transporting the package yet.

There can sometimes be a delay between a label being created, the package being handed off, and the carrier recording its first scan.

Once the carrier scans your package into its network, tracking should begin showing additional movement.

Don't panic! Carrier tracking doesn't always update at every stop.

Packages can sometimes travel for several days without a new scan and then suddenly update when they reach another facility.

If your package hasn't updated for an unusually long period, contact Hello Clio Support at support@shoptheclio.com with your order number and we'll help you determine the next step.

First, check around your home, mailbox, porch, side doors and any other location where the carrier may have left your package.

We also recommend checking with household members and nearby neighbors.

Occasionally carriers mark packages delivered shortly before they're actually dropped off, so it may also arrive shortly after the delivery scan.

If you still can't locate your package, contact the carrier and Hello Clio Support at support@shoptheclio.com so we can help determine the next steps.

If your tracking hasn't moved for an extended period or the carrier indicates that your package may be lost, please contact us at support@shoptheclio.com with your order number.

We'll review the tracking information and help determine the appropriate next step.

Please remember that a temporary tracking delay doesn't necessarily mean a package is lost.

If your order is indeed lost, you will need to file a claim with the carrier.

If you need to cancel an order, please contact us as quickly as possible.

Because we begin processing orders quickly, cancellation requests aren't guaranteed once fulfillment has started.

Pre-orders can be cancelled within 30 days.

If you placed multiple orders, contact us as quickly as possible and we'll see what we can do.

We can't guarantee that separate orders can be combined, particularly if one or both have already entered fulfillment.

If you purchase an in-stock item and a preorder item in the same order, your items will generally ship together once the preorder item is available.

If you need an in-stock item sooner, we recommend placing it in a separate order from preorder products.

International orders may be subject to customs fees, duties, taxes or other import charges imposed by the destination country.

These charges are separate from the product and shipping charges collected by Hello Clio unless checkout specifically states otherwise.

Because import requirements vary by location, we recommend checking your country's current requirements before ordering.

To start a return, please go ahead and email us at support@shoptheclio.com with the following information:

- Name
- Email
- Order Number

If you'd prefer another available Hello Clio style or color, contact us at support@shoptheclio.com and we'll help determine your options.

Exchanges depend on inventory availability and the condition and eligibility of the original item.

Returned merchandise must generally be unused and in its original condition to qualify for a standard return.

If you're contacting us because you discovered a defect or product issue after using the item, that's different — please send Hello Clio Support at support@shoptheclio.com with your order number, photos and a description of what happened.

Once an eligible return is received and inspected, approved refunds are processed back to the applicable payment method.

Your bank or payment provider may require additional time to post the refund after it has been issued.

We're so sorry!

Contact Hello Clio Support at support@shoptheclio.com with:

Your order number + a photo of the item you received + a photo of the packing slip if available.

We'll review everything and help make it right.

Please contact us at support@shoptheclio.com as soon as possible and include:

Your order number, clear photos of the damage, photos of the packaging if relevant, and a brief explanation of the issue.

Photos help our team understand exactly what happened and determine the best solution as quickly as possible.

First, check all packaging carefully — smaller accessories can sometimes hide inside bags or packing material.

If something is still missing, contact us at support@shoptheclio.com with your order number and tell us which item you didn't receive.

We'll review the order and help.

Return-shipping responsibility depends on the reason for the return.

If you're returning an eligible item because you've changed your mind, follow the instructions provided through our returns process.

If you received an incorrect or defective item, contact us at support@shoptheclio.com before sending anything back so we can review the issue first.

Your pre-order will ship once the inventory has been manufactured, has arrived at Hello Clio and is ready for fulfillment.

When pre-order inventory arrives, our small team works through orders as quickly as possible, generally in the order they were placed.

You'll receive tracking information once your package ships.

Pre-order timelines are estimates, and occasionally circumstances outside our direct control can cause delays.

Manufacturing, international freight, customs processing, carrier delays and other supply-chain issues can all affect when inventory reaches us.

We know waiting is frustrating, and we're committed to getting your order to you as quickly as we reasonably can.

If you have any questions, don't hesitate to reach out to us at support@shoptheclio.com.

As manufacturing begins and we have insight into completion, we will reach out with updates and more accurate shipping timelines.

In the meantime, you can always reach out to us at support@shoptheclio.com

Pre-orders may be cancelled within 30 days of purchase.

Additionally, you can exchange for an in-stock item at any time.

Once your pre-order has shipped, it falls under our standard return policy instead.

If you would like to cancel or return your pre-order, please reach out to us at support@shoptheclio.com

As long as we have available stock, we can absolutely change the color or size of your pre-order.

You can reach out any time at support@shoptheclio.com

Generally, no.

If a pre-order and in-stock item are purchased together, the order will ship once all items are available.

If you need an in-stock item immediately, we recommend purchasing pre-order and in-stock merchandise in separate orders.

A shipping label can sometimes be generated before the carrier physically receives your package.

"Label created" therefore doesn't necessarily mean your package is already traveling.

Tracking will begin showing additional movement once the carrier receives and scans the shipment.

Once pre-order inventory reaches us, our team receives it, organizes it and begins fulfilling waiting orders.

We work through pre-order fulfillment as quickly as possible, generally in the order purchases were placed.

Depending on the size of a shipment, it may take some time to pack every preorder.

You'll receive tracking when yours is on its way.

Yes!

Once your preorder ships, tracking information will be sent to the email or phone number associated with your order.

Please allow some time for the carrier to record its first scan after a label is created.