Last Updated: 2025

At Hoxton Macs Store, we are committed to delivering a premium, seamless experience from the moment you browse our curated selection of certified pre-owned Apple products to the day your device arrives at your door—and beyond. Our global community, from creative professionals to dedicated students, deserves clarity, security, and exceptional service. This policy outlines our transparent shipping procedures and straightforward returns process, designed with your trust and convenience in mind.

Shipping Policy

We process all orders with precision and care, ensuring your Apple device is prepared, tested, and packaged to our “Military-Grade” security standards before shipment.

Order Processing & Dispatch

  • Processing Time: All orders are processed within 1-2 business days after payment confirmation.
  • Order Verification: For security, our team may contact you via email to verify certain high-value transactions.
  • Dispatch Notification: You will receive a shipping confirmation email with your tracking number once your order leaves our facility in Philadelphia, US.

Shipping Methods, Time & Costs

We partner with trusted global carriers to ensure reliable delivery. Please note that delivery times are estimates and may be affected by customs processing.

🚀 Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after dispatch.
  • Best for: Faster, tracked delivery with comprehensive insurance.
  • Tracking: Full online tracking available.

🆓 Free Shipping

  • Carrier: EMS
  • Delivery Time: 15-25 business days after dispatch.
  • Eligibility: Automatically applied to all orders over $50.
  • Tracking: Basic tracking information provided.

Please Note: We ship globally, with exclusions for some remote regions and parts of Asia. All import duties, taxes, or customs fees are the responsibility of the customer and are non-refundable, as they are levied by local authorities.

Returns & Exchanges Policy

We stand behind every certified pre-owned Apple product we sell. If your device isn’t the perfect fit, our clear and efficient return process is here to help.

Policy Summary

  • Return Window: 15 days from the date you receive your item.
  • Condition: Item must be in original, resalable condition: unused, with all accessories, original packaging, and protective films intact.
  • Process: Initiate via email → Receive instructions → Ship item back → Inspection → Refund/Exchange.
  • Refund Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, PayPal).
  • Exchanges: Available for a different model or configuration, subject to stock availability.

Detailed Return & Exchange Process

Step 1: Initiate Your Request (Within 15 Days)

Email our support team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Dear Hoxton Macs Support Team,

I would like to request a [Return / Exchange] for my order.
Order Number: [Please insert] Product Name: [e.g., MacBook Air 15-inch with M2, iPad Pro 11-inch] Reason for Request: [Please specify]
Please provide the return instructions and RMA number.
My shipping address is:
[Your Full Name] [Street Address] [City, State/Province, Postal Code] [Country]
Thank you,
[Your Name] [Your Email Address]

Step 2: Receive Instructions & Authorization

Our team will respond within 1-2 business days with:

  • A Return Merchandise Authorization (RMA) number.
  • Our US return address.
  • Detailed packaging instructions.

Important: You must write the RMA number on the outside of the return package. Returns without an RMA will be delayed.

Step 3: Ship Your Item Securely

  • Repackage the item in its original box with all accessories (charger, cables, manuals).
  • Use a trackable and insured shipping service (we recommend DHL or FedEx).
  • Return Shipping Costs: The customer is responsible for return shipping costs, unless the return is due to our error (e.g., wrong item shipped). The original outbound shipping fee is non-refundable.

Step 4: Inspection & Refund/Exchange Processing

Upon receipt at our warehouse, we inspect the item within 3-5 business days and notify you via email.

  • For Refunds: Upon approval, your refund is processed immediately. The time for funds to appear depends on your financial institution:
    • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days.
    • PayPal: 3-5 business days.
  • For Exchanges: The replacement item is shipped once the return is approved. Standard shipping rates apply. Any price difference will be refunded or invoiced.

Important Exceptions & Non-Returnable Items

To maintain the quality of our certified pre-owned inventory for all customers, the following items are not eligible for return unless they are dead on arrival or materially not as described:

  • Customized or Specially Configured Systems: This includes Apple devices where the standard factory configuration has been significantly altered prior to sale.
    Based on our product menu, this may apply to: High-end Mac Studio configurations Mac Pro with bespoke upgrades iMacs with non-standard memory/SSD Custom Mac Studio M1/M2 systems
  • Software Licenses or Digital Downloads (if offered).
  • Items Damaged After Delivery due to accident, misuse, or installation of non-approved software/hardware.
  • Products Missing Any Accessories or Original Packaging.

Need Help?

Our dedicated support team is here to assist you with any questions regarding shipping, returns, or exchanges.

Hoxton Macs Store
Email: [email protected]
Address: 1830 Burning Memory Lane, Philadelphia, US 19103
Website: macbooksalestore.com