1. Platform Overview & Fulfillment Roles
Hotchows is a multi-tenant cloud point-of-sale and commerce platform operated by Hotchows LLC. Stores are operated by their respective merchants; Hotchows LLC operates its own store. The selling merchant is responsible for its products, order fulfillment, shipping, and returns and refunds, subject to applicable law. Review the seller's identity and applicable product and purchase terms before ordering.
2. Restaurant Pickup & Local Delivery
For online food and beverage orders placed through Hotchows Shops (hotchows.com/order/):
- Store Pickup: Where offered by participating restaurants, pickup is available directly at the merchant's business location. Pickup hours, preparation estimates, and instructions depend on the restaurant and are displayed during order configuration where provided.
- Local Delivery: Where offered by a restaurant, delivery is handled either by the restaurant's in-house staff or through third-party delivery services. Delivery availability, fees, estimated delivery times, and service zones depend on the merchant and product, and are presented at checkout where offered.
3. Retail Merchandise Shipping
For physical merchandise purchased on Hotchows Marketplace (marketplace.hotchows.com) or independent retail storefronts:
- Carrier & Method: Shipping methods, carriers, handling times, origin locations, and transit estimates depend on the individual selling merchant and product. Consult the seller's published listing details and checkout terms.
- Shipping Rates & Options: Shipping availability, methods, charges, and delivery options depend on the merchant and product. Consult the seller's published terms, checkout screen, and order confirmation where provided. If required shipping information is missing, contact the seller before ordering, or contact Hotchows Platform Support for assistance.
4. Hotchows LLC Direct Storefront Fulfillment
For storefronts operated directly by Hotchows LLC (such as hotchows.com/order/hotchows-llc/ and hotchows.store.hotchows.com), Hotchows LLC acts as the selling merchant. Direct merchandise orders are fulfilled under the terms below.
- Shipping Charges: Standard Flat Rate of $5.99 on orders under $50.00. Free Standard Shipping on orders of $50.00 and above. Handling fee: $0.00.
- Handling / Processing Time: 1–2 business days (Monday–Friday). Order cutoff time is 2:00 PM PST.
- Transit Time: 3–5 business days for standard domestic US delivery within the 48 contiguous states.
- Store Pickup: Available where offered during participating merchant operating hours at no fee.
5. Order Tracking & Status Updates
Tracking availability and order status updates depend on the merchant and carrier, and are provided only where supported by the fulfillment carrier or restaurant. Hotchows does not guarantee that email notifications, tracking links, or order acceptance will be issued for every transaction. Where tracking is provided by the merchant or carrier, status details may be accessed via the merchant's confirmation or tracking link.
6. Inquiries & Support
For inquiries regarding fulfillment, delivery status, or shipping address adjustments, contact the selling merchant directly using the contact information on your order confirmation. For platform questions or assistance reaching a merchant, contact Hotchows Support at mail@hotchows.com or +1 650-800-8119.