Contact & Communication Policy

Last Updated: September 2026

At Hey, Holli, we want it to be easy to get in touch when you have a question, concern, or need help with an order.

This Contact & Communication Policy explains how to contact us, what information may be helpful when reaching out, and what you can expect when communicating with our small business.

How to Contact Us

You may contact Hey, Holli using the following methods:

Email: contact@heyhollibox.com

Email is the best way to reach us, especially for order concerns, shipping issues, cancellations, refunds, damaged products, or subscription questions.

Order-Related Questions

If you are contacting us about an existing order, please include as much of the following information as possible:

• Your name
• Order number
• Email address used at checkout
• A short description of the issue
• Photos, when the issue involves damage, missing items, incorrect products, or packaging

Providing this information helps us review your request more quickly.

Response Times

Hey, Holli is a small business, and messages are answered by real people rather than a large customer service department.

We make every reasonable effort to respond as quickly as possible, generally within 2–3 business days.

Response times may be longer during:

• Product launches
• Preorder periods
• Holiday seasons
• High-volume shipping periods
• Weekends or holidays

Sending multiple messages about the same issue may not result in a faster response.

Business Days

For purposes of customer service, business days generally mean Monday through Friday, excluding major U.S. holidays.

Messages received outside regular business days may be reviewed on the next available business day.

Urgent Order Changes

If you need to request an order cancellation, address change, or other time-sensitive adjustment, please contact us as soon as possible.

Because orders may move into processing quickly, we cannot guarantee that changes can be made once fulfillment has begun.

Any cancellation or refund request will also be subject to our Cancellation Policy and Refund & Return Policy.

Social Media Messages

You are always welcome to interact with us on social media, but social media messages should not be relied upon for urgent or official customer service requests.

For questions involving:

• Orders
• Payments
• Shipping
• Refunds
• Personal information
• Subscriptions
• Account issues

please contact us through contact@heyhollibox.com so we can properly review and document your request.

Communications From Hey, Holli

When you place an order, create an account, subscribe, or otherwise use our services, we may contact you regarding matters such as:

• Order confirmations
• Payment information
• Shipping updates
• Delivery information
• Subscription renewals
• Account notices
• Customer service requests
• Product or safety information
• Changes affecting an order

These are considered transactional or service-related communications and may still be sent even if you unsubscribe from promotional marketing.

Marketing Communications

If you choose to subscribe to marketing communications, we may send updates about:

• Upcoming Holli-day Boxes
• Preorders
• New products
• Seasonal launches
• Promotions
• Founding Family updates
• Special offers
• Hey, Holli news

You may unsubscribe from promotional emails at any time using the unsubscribe link included in the email.

Unsubscribing from marketing will not stop important communications relating to an active order, subscription, payment, or customer service request.

Text Messages

If Hey, Holli offers text-message updates or marketing and you choose to opt in, message and data rates may apply depending on your mobile carrier.

You may opt out of marketing texts according to the instructions provided with those messages.

We will not require you to consent to promotional text messages as a condition of purchasing unless otherwise permitted by law.

Privacy

Please avoid sending highly sensitive information through email, social media, or other unsecured communication channels.

Information you provide when contacting us will be handled according to our Privacy Policy and may be retained when reasonably necessary to:

• Respond to your request
• Maintain customer service records
• Process an order or refund
• Resolve disputes
• Prevent fraud
• Meet legal or business recordkeeping requirements

Respectful Communication

We want every interaction with Hey, Holli to be respectful and productive.

We reserve the right to limit or discontinue communication when messages contain:

• Threats
• Harassment
• Hate speech
• Repeated abusive language
• Fraudulent requests
• Spam
• Attempts to intimidate or harm our staff or business

Whenever possible, legitimate order or account matters will still be addressed appropriately.

Written Records

For certain requests, Hey, Holli may ask that communication be provided or confirmed in writing.

This can include matters involving:

• Cancellations
• Refunds
• Subscription changes
• Shipping claims
• Privacy requests
• Disputes

Written communication helps ensure that both you and Hey, Holli have a clear record of the request and any resolution provided.

Changes to This Policy

We may update this Contact & Communication Policy as our business grows or our customer service practices change.

Any updated version will be posted on our website with a revised Last Updated date.

Questions

If you have questions about this policy or need help from Hey, Holli, please contact:

Hey, Holli
Email: contact@heyhollibox.com

We’re a small business, but every customer and every message matters to us. We’ll always do our best to listen, help, and find a fair solution when something genuinely goes wrong.

A little Holli-day magic for every month. ✨