Highwave FAQs
Use & Care
Are Highwave hydration products dishwasher safe?
We encourage hand washing all Highwave products. Check out the specific product's page to see if top rack dish washing is ok.
Can my Highwave cup go in the microwave?
Please see the specific product's page to see if it is microwave safe or not
What products does the Spot Top fit on?
The short straw + Top fits on Roam 16oz, JOEmo XL, & Teamo XL
The long straw + Top fits on the Roam 20oz
What products does the 360° top fit on?
JOEmo XL, Teamo XL, moJOEmo, & Roam
What do I do if my 360° top is not working?
*If having problems with the black ring & button popping out, try cleaning your top by following the instructions in the video below. If the problem persists, try unscrewing your lid a little before pressing the button to open your beverage. If the liquids are hot, this will release pressure built up inside your mug.
Click here for Cleaning/Disassemble/Reassemble Directions
Do you use styrofoam peanuts to pack breakable items?
No, we use 100% biodegradable packing peanuts that are decomposable. They are made from miloberry grass that will breakdown completely with water.
Health & Safety
Are Highwave products BPA free?
Yes, all of our products are BPA free
Holiday Ordering & Shipping
Holiday Ordering:
Your order will ship in 2-5 business days. HOLIDAY SHIPPING: PLEASE ORDER BY 12/13 TO ENSURE YOUR ORDER GETS TO YOU BY 12/24 (domestic ground shipping)
Ordering
What if I need to change or cancel my order?
Please email or call as soon as possible, we usually ship orders in 2-5 business days.
I accidentally put an incorrect address on my order. What do I Do?
Please email or call as soon as possible with your order number and the correct shipping address. If it already shipped, it will come back to our offices in CA in1-2 weeks. Once we receive your order with the invalid address we will refund you for the product only & not the shipping cost. If you still want the product, please replace the order with your correct address. Please always double check you address before submitting an order
How long does it take to process my order?
Typically takes 1-3 business days to process an order to get ready to ship. Your order usually ships on the 4-5th business day. The end of November/December will take up to 6 business days for the Holiday season.
Can I buy a gift card?
Yes! Here is a link to our e-gift card: E-Gift Card
How do I place a wholesale order?
Please visit our wholesale page here
How can I order bulk of imprinted product?
Please contact office@highwave.com for imprinting info
Why did I not receive an order confirmation email?
Please check your spam or junk mail, also make sure your email was typed in correctly. Email us or call if you are unsure if your contact info or shipping info is correct
Shipping, Returns, & Exchanges
When will my order ship?
Your order will ship in 1-5 business days. If it is a holiday or there is a sale going on please expect your order to ship in 2-6 business days
When to order to receive by Christmas Eve?
2021 (this includes processing days)
GROUND shipping by 12/13
3 DAY shipping by 12/17
2 DAY shipping by 12/20
NEXT DAY shipping by 12/21
Typically orders ship in 1-3 business days. If it is a holiday or there is a sale going on please expect your order to ship in 2-4 business days
How do I track my order?
You will receive an email when your order has left our warehouse
Can I ship to an international address?
Yes, we do ship to most international countries (As of 2021 we do not ship to European countries due to the VAT TAX)
What is your return policy?
We will refund your form of payment or send a replacement if the item is damaged upon arrival. If the product is just not working out for you, the product has to be in re-sellable condition in order to receive a full refund. You have 30 days from when your order was delivered to return your item(s).
How do I return my order?
Please send your return to:
Highwave Inc
ATTN: RETURNS
3301 W. 5th St Suite 130
Oxnard, CA 93030
Please contact office@highwave.com and state the reason for the return, your order number you are returning, and which item(s) you are returning. Once we receive the product we will refund your form of payment the product(s) amount.
Do I have to pay for shipping?
Yes, you are responsible for shipping fees. Orders under a pound ship with USPS. Orders over 1 pound ship with FedEx Ground.
How much is shipping?
Please add the item(s) you want to purchase to your cart and then enter your shipping address and the shipping cost will be calculated for you.
Exchanges
Please send us the item(s) you are not wanting to keep to: Highwave 3301 W. 5th St Suite 130 Oxnard, CA 93030. Please make sure it is within 30 days of when you received the product. Once we receive the item(s) we will refund you for the product. In the mean time, please place a separate order for the item you are wanting in place of the one that was sent back
Other Questions
I bought a counterfeit product, what do I do?
We encourage anyone who has a counterfeit to not use, since we are unsure if there are harmful chemicals in the product that could affect the person/pet using the product. We would advise you to return the product immediately & purchase the authentic product from our website.
Where is Highwave located?
Our offices and warehouse are located in Southern California
How can I become an influencer for Highwave?
Please visit our influencer page here
How can I be the first to know about new products & deals?
Please sign up for our email list here
Do you ship to Europe?
As of 2021 we do not ship to European countries