Asked Questions (FAQ)

Welcome to the HLM Global LLC Help Center. We’ve compiled answers to the most common questions we receive about our products, ordering, shipping, payments, and policies. If you don’t find your answer here, please don’t hesitate to contact our customer service team.

A. General Company & Product Questions

A1. What is HLM Global LLC?

HLM Global LLC is an online retailer specializing in high-quality, affordable garden and home decor products. We offer a curated selection of Fiberstone planters, Garden Decor, and Garden Supplies, with a focus on innovative design and exceptional value, typically priced between $4 and $10. We serve customers across the United States and internationally.

A2. Where are you located?

Our corporate headquarters is located at 30 N Gould St Ste R, Sheridan, WY 82801, United States. Please note: this is a business office, not a retail store or warehouse open to the public. All orders are processed and shipped from our network of fulfillment centers.

A3. What are your business hours?

Our customer service team is available via email 24/7, and we aim to respond within 24-48 business hours. Our phone line (+1 (849) 731-52489) is active Monday-Friday, 8:00 AM – 5:00 PM Mountain Time.

A4. What makes your products unique?

We pride ourselves on a trifecta of value: 1) Quality Materials (like durable fiberstone), 2) Creative & Unique Designs that add character to any space, and 3) Exceptional Affordability. We carefully source products that offer this balance, making beautiful gardening and decor accessible to everyone.

B. Ordering & Account Management

B1. How do I place an order?

  1. Browse our website hlmglobal.site and add desired items to your cart.

  2. Click the cart icon and select “Proceed to Checkout.”

  3. If you have an account, log in. If not, you can check out as a guest or create an account for faster future shopping.

  4. Enter your shipping and billing information.

  5. Select your payment method and complete the secure checkout.

  6. You will receive an order confirmation email immediately.

B2. Can I modify or cancel my order after placing it?

Please contact us immediately at danny@hlmsg.com. If your order has not yet been processed for shipment, we can often modify or cancel it. Once an order has entered the shipping process, it can no longer be altered or cancelled. In that case, you may follow our standard return process upon delivery.

B3. How do I create an account?

Click “My Account” in the top menu and select “Register.” You will need to provide an email address and create a password. Having an account allows you to track orders, save your address, and view order history.

B4. I forgot my password. How can I reset it?

On the “My Account” login page, click “Lost your password?” You will be prompted to enter your username or email address to receive a password reset link.

B5. How can I view my order history?

Log into your “My Account” dashboard. You will find a list of your recent orders under the “Orders” section, with details and links to view each order.

C. Payment & Pricing

C1. What payment methods do you accept?

We accept all major credit/debit cards (Visa, Mastercard, Amex, Discover, etc.) and digital wallets (Apple Pay, Google Pay) through our secure payment partner, Stripe. For full details, see our Payment Methods page.

C2. Is it safe to use my credit card on your site?

Absolutely. We use Stripe, a PCI DSS Level 1 certified payment processor—the highest security standard in the industry. We never see or store your full credit card details on our servers.

C3. Why was my payment declined?

A decline is initiated by your bank, not us. Common reasons include: insufficient funds, incorrect CVV/expiration date entered, the transaction triggered your bank’s fraud alert (common for first-time online purchases), or your card is not enabled for international/online transactions. Please contact your bank first, then try again.

C4. When will my credit card be charged?

Your payment method is authorized and charged at the moment you successfully complete the checkout process and receive an order confirmation.

C5. Why is the price at checkout different from the product page?

The final checkout total includes the product price plus any applicable shipping costs and sales tax, which are calculated based on your delivery address. You will see a clear breakdown before you confirm payment.

C6. Do you offer discounts or promo codes?

We occasionally run promotions. Any active promo codes can be entered on the cart page before checkout. Signing up for our newsletter is the best way to hear about upcoming sales.

D. Shipping & Delivery

D1. Where do you ship?

We currently ship to all 50 U.S. states and are expanding our international shipping capabilities. Shipping options and rates for your specific location will be calculated at checkout.

D2. How much does shipping cost?

Shipping costs are calculated in real-time at checkout based on your delivery address, the size/weight of your order, and the selected shipping speed. We work to keep these costs as low as possible.

D3. How long will it take to receive my order?

  • U.S. Orders: Standard delivery typically takes 5-10 business days from the date of shipment, depending on your location. Processing time (from order to carrier pickup) is usually 1-3 business days.

  • International Orders: Delivery times vary widely by country, typically ranging from 10-25 business days. Customs processing can add additional time.

Please see our detailed Shipping Policy for more information.

D4. How can I track my order?

Once your order ships, you will receive a shipping confirmation email with a tracking number and link. You can also track your order by logging into your “My Account” page.

D5. My tracking says “Delivered,” but I didn’t receive my package. What should I do?

First, check around your property, with neighbors, and any designated safe drop-off areas. Carrier scans can sometimes be early. If the package is still missing after 48 hours, please contact the shipping carrier directly with your tracking number to open a trace. Then, contact us at danny@hlmsg.com so we can assist.

D6. Do you ship to P.O. Boxes?

Yes, we can ship to U.S. P.O. Boxes via USPS.

E. Returns, Refunds & Exchanges

E1. What is your return policy?

We offer a 30-day return policy from the date of delivery for items in new, unused condition with original packaging. Some non-returnable items apply (e.g., opened garden supplies). The customer is responsible for return shipping costs unless the return is due to our error. For the full procedure, please read our Refund and Return Policy.

E2. How do I start a return?

  1. Do NOT ship the item back without authorization.

  2. Email us at danny@hlmsg.com within 30 days of receipt.

  3. Provide your order number, the item(s) you want to return, and the reason.

  4. We will issue a Return Merchandise Authorization (RMA) number and instructions.

E3. How long does it take to get a refund?

Once we receive and inspect your return (typically 7-10 business days after arrival), we will process the refund. It may then take an additional 5-10 business days for the refund to post to your original payment method.

E4. Can I exchange an item for a different one?

We do not offer direct exchanges. The fastest method is to initiate a return for the unwanted item and place a new order for the desired item. This ensures you secure the new item immediately.

E5. What if my item arrives damaged or defective?

Contact us immediately (within 7 days) at danny@hlmsg.com with your order number and photos of the damage/defect. We will arrange a replacement, return, or refund at no cost to you.

F. Product Care & Information

F1. Are your fiberstone planters frost-proof?

Fiberstone is durable and resistant to many elements, but extreme and repeated freeze-thaw cycles can cause stress. We recommend protecting or moving planters indoors in harsh winter climates to maximize their lifespan.

F2. Do your planters have drainage holes?

Most of our decorative planters are designed for use with a separate plastic nursery pot placed inside. This allows for easy planting, drainage, and prevents root rot. Please check individual product descriptions for specific details.

F3. How should I clean my garden decor or planters?

For most items, a gentle wipe with a damp cloth and mild soap is sufficient. Avoid harsh chemicals or abrasive scrubbers that can damage finishes. For specific product care, refer to any included instructions or contact us.

F4. Are the colors in the photos accurate?

We do our best to represent colors accurately. However, monitor calibrations vary, and natural materials may have slight variations. The actual color may differ subtly from what you see on screen.

G. Wholesale, Partnerships & Careers

G1. Do you offer wholesale pricing?

We are open to discussing wholesale and bulk order opportunities with qualified retailers. Please contact us at danny@hlmsg.com with your business details and requirements.

G2. I’m a vendor/manufacturer. Can I sell my products through you?

We are always interested in reviewing high-quality products that fit our brand ethos. Please email a product line sheet and company information to danny@hlmsg.com.

G3. Are you hiring?

Any open positions will be listed on our website. You can submit your resume and interest to danny@hlmsg.com.

H. Privacy & Security

H1. How do you protect my personal information?

We are committed to your privacy. We implement a variety of security measures, including SSL encryption on our site and secure data handling practices. We never sell your personal data. For complete details, please read our Privacy Policy.

H2. Will I receive marketing emails?

You will only receive marketing emails (like our newsletter) if you explicitly opt-in during checkout or by signing up on our website. You can unsubscribe at any time via the link at the bottom of every email.

Still have a question? Our friendly customer service team is just an email away: danny@hlmsg.com. We’re here to help!