[Seller] FAQ
Quick answers for common questions about pricing, syncing, shipping, payments, and policies.
Quick answers first. Deeper details are linked.
Shopify
How do I connect Hypercape to my Shopify store?
Use the Dev Dashboard App method.
Go to Step 1. Connect Shopify.
How do I import products to my Shopify store?
Importing adds items to your Import List.
You still must Send to Shopify, then set the Shopify product status to Active.
Go to Step 2. Import Products.
Costs & fees
Any extra charge over product cost?
No service fee. No transaction fee.
You pay:
Product supply cost
Shipping cost
Shipping is charged per order (per shipment). It is not charged per product.
For margin math, see [Seller] Shipping & Margin.
Orders
I clicked “Sync Orders” but my orders don’t appear.
Only orders that contain products imported via Hypercape can be synced.
Check:
The ordered item exists in your My Product page.
The order is a normal paid order (not draft).
More fixes: [Seller] Troubleshooting.
Does renaming products in Shopify affect order sync?
No. Renaming products imported from Hypercape does not affect sync.
You can break syncing in these cases:
You copy an imported product, sell the copy, then delete the original.
You replace the imported product with a different product.
See the warning section in Step 2. Import Products.
When do I need to pay for an order?
You must pay before we ship to your customer.
Flow:
Your customer pays on your Shopify store.
You sync the order in Hypercape.
You pay supply price + shipping cost.
Hypercape ships direct to your customer.
How long does order processing take?
Typical processing time is 0–2 business days after payment.
It can take longer depending on product and exceptions.
What happens if the ordered product is out of stock?
If an item becomes unavailable after sync, Hypercape credits $5 per affected order.
More context: [Seller] Troubleshooting.
Is there a limit on order quantity?
Max quantity is 99 units per product.
If you need wholesale volume, email [email protected].
Payments & credits
What payment options are available?
Two options:
PayPal for card payments
Prepayment (WISE) credits
Prepayment credits can reduce what you pay at checkout.
See the payment flow in Step 3. Sync & Fulfill Orders.
Is prepayment refundable?
Yes. Prepayment can be refunded, even if partially used.
Refund is prorated by the original purchase rate.
Example (5% bonus credits):
You bought 1,050 credits with $1,000.
You spent 420 credits.
Remaining credits: 630.
Refund: $600 (= 630 / 1.05).
Shipping
How do shipping fees work?
Shipping is:
Charged per order (per shipment)
A fixed rate by shipping method
Basics: [Seller] Shipping & Margin.
Which shipping method will be used if my Shopify customer picks a method?
Shopify shipping selection does not control fulfillment shipping.
You choose the shipping method at Hypercape checkout.
Profit formula and setup guidance: [Seller] Shipping & Margin.
What is the difference between K-PACKET and EXPRESS?
K-PACKET: cheaper, slower. Typical lead time 2–3 weeks.
EXPRESS (FedEx/DHL): faster, higher quality. Typical lead time 3–5 business days.
Full breakdown: [Seller] Shipping & Margin.
I chose K-PACKET. Why was it shipped by Express?
Orders can be upgraded to Express due to weight or carrier constraints.
This can happen if the shipping cost difference is minimal.
Can I choose the Express carrier (DHL, FedEx, etc.)?
No. Carrier is selected by Hypercape based on destination and availability.
Do you provide tracking?
Yes. Tracking number and link appear in your Hypercape order list after shipment.
We also share packing videos via YouTube.
What should I do for damaged, wrong, or missing shipments?
Prepare:
Photo of the shipping waybill
Photo of the full box with the waybill attached
Photo of the full product(s) in question
Keep the original box and labels.
Also see [Seller] Troubleshooting.
Customs & returns
Who pays customs and duty?
Customs duties and import taxes are generally paid by the importer (your customer).
More detail: [Seller] Policy & Compliance.
Can I prepay customs for my customer?
No. Customs prepayment is not supported.
Reason: global variation + high carrier prepayment fees.
More policy detail: [Seller] Policy & Compliance.
What is the remorse return policy?
Buyer pays return-related costs (both-way shipping, warehousing, duties, carrier fees).
Do not refund end customers until Hypercape confirms the return.
Policy
Products
I can’t find a product I’m looking for.
Email us with product info or URL: [email protected].
Can I sell bundles or custom sets?
Yes. You can create bundles on Shopify and place orders in Hypercape.
Auto-sync does not work for custom sets.
You must place the order manually:
Enter the customer address per order
Add the items to the cart manually
My customer received a product that looks different from the product photos.
Brands sometimes renew packaging or wording without notice.
If the formulation is the same, this is not treated as a wrong item.
Returns are not available for packaging-only differences.
What about product expiration dates?
Most products have a shelf life of 1+ year.
If a brand discontinues or runs out of stock, replacement inventory may have a shorter shelf life.
Packaging
Do you offer custom packaging?
Yes. Additional charges can apply.
Common requests:
In-package stickers/flyers: $1 per order
Customized box: $1 per order
You must ship materials to our Korea office.
More detail: [Seller] Policy & Compliance.
Platform support
Can I use Hypercape with platforms other than Shopify?
To use full integration features, you need Shopify.
Currently, integration is Shopify-only.
Need help?
Email [email protected].
Include:
Your Shopify store URL
Order number (if relevant)
Screenshots
A short description of the issue
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