Frequently Asked Questions

What payment methods do you accept?

We accept all major credit cards including Visa, MasterCard, American Express, and Discover. We accept Apple Pay, Google Pay, and Shop Pay for your convenience. All transactions are processed through secure, encrypted payment gateways to protect your financial information.

Is it safe to use my credit card on your website?

Absolutely! Your security is our top priority. Our website uses industry-standard 256-bit SSL encryption to protect your personal and financial information. We are PCI DSS compliant and do not store your credit card information on our servers. All payment processing is handled by secure, trusted payment processors.

Can I cancel or modify my order after placing it?

Yes, but time is critical! Orders can be cancelled or modified within 2 hours of placement, before they enter our fulfillment system. After this window, orders are processed and shipped quickly to get your gear to you as fast as possible. Contact us immediately at jouiet.hat@gmail.com with your order number if you need to make changes.

Once an order has shipped, it cannot be cancelled, but you can return it following our standard 30-day return policy.

Do you offer price matching?

Yes! We want to ensure you get the best value. If you find an identical item (same brand, model, and size) advertised at a lower price from an authorized retailer within the United States, we'll match that price.

How to request price matching:

• Contact us before placing your order
• Provide a link or screenshot of the competitor's price
• Item must be in stock at both stores
• Price match excludes closeout, clearance, and going-out-of-business sales

Do you charge sales tax?

Sales tax is collected based on your shipping address and applicable state and local tax laws. Tax will be calculated and displayed during checkout before you complete your purchase.

Can I use multiple discount codes on one order?

Only one discount code can be applied per order. If you have multiple codes, the system will automatically apply the one that gives you the greatest savings. Discount codes cannot be combined with price matching.

Do you offer free shipping?

Yes! We offer FREE standard shipping on all orders over $150 within the United States. For orders under $150, standard shipping is just $9.99. We also offer Express ($24.99, 2-3 days) and Overnight ($39.99, next business day) shipping options at checkout.

How long does shipping take?

Shipping times depend on the method you select:

• Standard Shipping: 5-7 business days
• Express Shipping: 2-3 business days
• Overnight Shipping: Next business day (orders placed before 12 PM EST)

Please note these are delivery times after your order has been processed and shipped, which typically takes 24 hours for orders placed before 2 PM EST on business days.

Do you ship internationally?

Yes! We ship to over 50 countries worldwide. International shipping rates and delivery times vary by destination:

• Canada: Starting at $19.99 (7-14 business days)
• Europe: Starting at $29.99 (10-18 business days)
• Australia/Asia: Starting at $34.99 (12-21 business days)

Important: International customers are responsible for any customs duties, import taxes, or fees charged by their country. These charges are not included in your order total and are collected by customs upon delivery.

How do I track my order?

Tracking your order is easy:

1. Once your order ships, you'll receive a Shipping Confirmation Email with your tracking number
2. Click the tracking link in the email, or visit the carrier's website (USPS, UPS, or FedEx)
3. Enter your tracking number to see real-time updates

Tracking information is typically available within 24 hours of shipment. If you don't receive a tracking email, check your spam folder or contact us.

Can I ship to a different address than my billing address?

Yes! During checkout, you can specify a different shipping address from your billing address. This is perfect for sending gifts or shipping to your workplace. For security purposes, we may contact you to verify the order if the addresses differ significantly.

What if my package is lost or stolen?

We take package security seriously. All shipments include tracking and delivery confirmation. If your package shows as delivered but you didn't receive it:

• Check with neighbors or household members
• Look around your delivery location (porches, side doors, garages)
• Contact the carrier to file a claim
• Contact us within 7 days - we'll work with you to resolve the issue

For high-value orders, we recommend requiring a signature at delivery (available at checkout).

What is your return policy?

We accept returns on most items within 30 days of delivery. Items must be:

• Unused and unworn
• In original condition with all tags attached
• In original packaging when possible
• Accompanied by proof of purchase (order number)

Note: Helmets and gloves cannot be returned once the original packaging or safety seals are broken (for hygiene and safety reasons). Sale/clearance items marked as "Final Sale" are also non-returnable.

How do I start a return?

Returning an item is simple:

1. Email us at jouiet.hat@gmail.com with your order number and the item(s) you want to return
2. We'll respond within 24 hours with return instructions and a Return Authorization (RA) number
3. Package the item securely with the RA number on the outside
4. Ship it back to the address provided
5. Once received, we'll process your refund within 3-5 business days

Who pays for return shipping?

For standard returns (wrong size, change of mind, etc.), customers are responsible for return shipping costs. We recommend using a trackable shipping method.

Exception: If we shipped the wrong item, or if your item is defective or damaged, we'll provide a prepaid return label at no cost to you.

Do you offer exchanges?

Yes! We offer FREE size exchanges on most items within 30 days of delivery. If you need a different size, we'll cover the shipping cost to send you the correct one. For exchanges to a different color or style, standard return shipping applies, but we'll ship the replacement to you for free.

How long do refunds take?

Refund timing:

• Inspection: 1-2 business days after we receive your return
• Processing: 3-5 business days after approval
• Bank posting: 5-10 business days (depending on your bank)

You'll receive an email confirmation once your refund is processed. Refunds are issued to your original payment method.

How do I know what size to order?

Proper fit is crucial for both comfort and safety! Each product page includes:

• Brand-specific size charts with detailed measurements
• Sizing instructions on how to measure yourself correctly
• Fit notes (e.g., "runs small," "true to size," "generous fit")

General sizing tips:

• Measure yourself in the clothes you'll wear while riding
• If you're between sizes, we generally recommend sizing up for comfort
• Consider layering - size up if you'll wear thermal layers underneath
• For boots, account for thick socks

Still unsure? Contact us at jouiet.hat@gmail.com with your measurements, and we'll provide personalized sizing recommendations.

Are your helmets DOT/ECE certified?

Safety is our top priority! All helmets sold at Henderson meet or exceed recognized safety standards. We carry helmets with:

• DOT (Department of Transportation): US safety standard
• ECE (Economic Commission for Europe): European safety standard
• SNELL: Independent, rigorous safety certification

Each helmet product listing clearly displays which certifications it holds. Many premium helmets carry multiple certifications.

How long do motorcycle helmets last?

Most helmet manufacturers recommend replacing your helmet every 5 years from the manufacturing date, even if it hasn't been in an accident. The protective materials (EPS foam) can degrade over time due to UV exposure, body oils, and general wear.

Replace immediately if:

• Your helmet has been in any crash or impact
• You notice cracks or damage to the shell or liner
• The retention system (straps, buckles) is damaged
• The fit is no longer snug and secure

Do you sell used or refurbished gear?

No. All products sold at Henderson are brand new from authorized manufacturers. We never sell used, refurbished, or "blemished" safety gear. Your safety is too important to compromise.

Are all your products genuine/authentic?

Absolutely! We are authorized dealers for all brands we carry. Every product is sourced directly from the manufacturer or their authorized distributors. We guarantee 100% authentic, genuine merchandise with full manufacturer warranties.

Do your products come with manufacturer warranties?

Yes! Most products include manufacturer warranties that cover defects in materials and workmanship:

• Helmets: Typically 5 years from manufacture date
• Jackets/Pants: Usually 1-2 years
• Electronics: 1 year standard
• Boots/Gloves: 6 months to 2 years (varies by brand)

Warranty terms are specific to each manufacturer. Contact us if you need to file a warranty claim, and we'll help coordinate with the manufacturer.

Do I need to create an account to place an order?

No, you can checkout as a guest without creating an account. However, creating a free Henderson account offers several benefits:

• Faster checkout on future orders
• Order history and tracking in one place
• Save multiple shipping addresses
• Wishlist to save items for later
• Exclusive offers and early access to sales

How do you protect my personal information?

We take your privacy seriously. Your personal information is protected by:

• 256-bit SSL encryption on all pages
• PCI DSS compliant payment processing
• Secure servers with regular security audits
• Strict privacy policy - we never sell your information

For complete details, please review our Privacy Policy.

How do I unsubscribe from marketing emails?

You can unsubscribe at any time by:

• Clicking the "Unsubscribe" link at the bottom of any marketing email
• Logging into your account and updating email preferences
• Contacting us at jouiet.hat@gmail.com

Note: You'll still receive transactional emails (order confirmations, shipping notifications, etc.) even if you unsubscribe from marketing emails.

How can I contact customer service?

We're here to help! You can reach us at:

• Email: jouiet.hat@gmail.com
• Response Time: Within 24 hours (Monday-Friday)
• Hours: Monday-Friday, 9 AM - 6 PM EST

For the fastest response, please include your order number (if applicable) and a detailed description of your question or issue.

Do you offer live chat support?

Currently, we provide support via email. Our team typically responds within 24 hours during business days, and often much faster. We're working on adding live chat support in the near future!

Can you help me choose the right gear?

Absolutely! Our team includes experienced riders who can help you select the perfect gear for your needs. Email us at jouiet.hat@gmail.com with information about:

• Your riding style (sport, touring, cruising, off-road, etc.)
• Your typical riding conditions (climate, distance, terrain)
• Your budget and preferences
• Any specific concerns or requirements

We'll provide personalized recommendations to help you gear up with confidence.