FAQ for Classwallet Purchases

We are now accepting orders for Classwallet participants. Here are some commonly asked questions:

What is the process for placing my order and using my Classwallet funds?

Please shop our website catalog, and add items to cart.  Check out using the Classwallet payment option.  (You will not be asked for a credit card.) You will immediately receive a confirmation email, and within 24 business hours you will receive a follow-up email with an attached invoice and the instructions to finalize your order.  For your reference, the steps to finalize the order in your Classwallet account are pretty simple:

  1. Download your Hillwave Networks order invoice that is attached in the email.
  2. Go to your Classwallet account and select “Pay Vendor” on the homepage.
  3. Find the vendor “Hillwave Networks”, click “PAY.” 
  4. Enter the payment amount that matches your attached invoice.
  5. Upload the attached invoice to your Classwallet to complete the payment.

Feel free to reach out to us with any questions you may have about the process and we will be happy to help.  

I have a small remainder of funds left in my wallet, can I submit a partial payment?

Yes!  We CAN do split payments between the Classwallet program and credit cards if you want to spend the remainder of your funds and supplement the remainder with your own credit card.  Please reach out to us at contact@hillwave.com to request split-payment. 

I have heard of other families receiving used or refurbished devices from other vendors. What is the condition of the products Hillwave sells?

Hillwave Networks sells brand new, unopened products with full warranties intact.  At times, we offer a small selection of refurbished devices in our separate Refurbished Catalog.  These items will never be intermingled with regular, brand new product listings and they are clearly labeled Refurbished. 

If I need help with my order, will I be able to speak with someone?

Yes! We make customer service our priority. We do our best to give each of our customers a great experience. If you have any questions or concerns, please email our customer support team at contact@hillwave.com and you will receive a prompt response. 

Note on inventories and constant stock changes:

Because there is a delay between when you submit your order with our website and when Classwallet approves the transaction, some warehouse items that you ordered may run out of stock.  We will always contact you with order updates if this becomes an issue and offer current wait times and/or possible exchanges for a like item.

What is your return policy?

Unfortunately, as a Classwallet Vendor, we have no way of returning funds to the Parent Wallet.  So for now, at least, all sales are final - with some rare exceptions. If we ship you the wrong product, if an item is missing, or an item is damaged, please send us an email with a photo attached showing the mistake or damage if applicable, and we will reply with further instructions.  Under these circumstances, returns may still be subject to shipping costs and a possible 20% restocking fee, if the product has been opened.  Please note, exchanges are never allowed if a product arrived correctly, but has been opened or tampered with. 

If you would like to request a return inquiry, you must do so in writing via email to contact@hillwave.com and it must be made no more than 7 days after receiving your item as documented by the tracking information. Please note, it is up to Classwallet whether funds can be returned, and the money handling process is not in our control, but we will do our best as your vendor to help the process however we can.  

When will my items be shipped? 

Classwallet orders take several days and sometimes even weeks longer to ship than credit card orders because of a few factors:  Once you create the order in our website, the customer must upload their invoice to their Classwallet account.  Then Classwallet must approve that the items are approved educational expenses.  This part of the process can take 7-10 business days.  Once the invoice is approved, we are sent an email by Classwallet which confirms payment.  THEN, we can submit your order to the warehouse for it to be processed and shipped.  

So, to keep things moving as quickly as possible, be sure to:

    1. Create an order at our website here at hillwave.com using the Classwallet payment method.
    2. Be sure to upload your invoice from us to your Classwallet account ASAP.
    3. From there, we will wait for the invoice to be approved, and then we will process your products at the warehouse. 

Once we have a shipping tracking number, we will send that to you as well via email.

If you receive a delivery confirmation, and the item has not been delivered, please contact us no more than 3 business days after the confirmation and await further instructions on filing a claim. 

We will consider all orders closed 5 days post-delivery.

If you ever have any questions, feel free to contact us.  It is of great importance to us that you feel confident in the grant purchase process with us.  It is fairly simple, but the process can feel daunting at first.  We are here for you if you have any needs along the way, or even after purchasing.