Wuhan HGGuanghe Technology Co., Ltd.
FAQ
Order Help
1.How can I pay for my order?
The following payment methods are available on the Hgnova website:
• Credit Card
• Debit Card
• PayPal
• Klarna
• Amazon Pay
You can choose your preferred payment method on the payment page. After the payment process is finished, an order confirmation will be emailed to you.
2.What countries do you ship to?
United States.
(Note: Shipping restrictions may apply to certain products due to factors such as local/state laws, hazmat materials, large or oddly shaped items, or specific address types that some carriers cannot deliver to.)
3.How long does delivery take?
We offer FREE shipping to the contiguous 48 states in the US for most products. Most of our in-stock orders are shipped out in 1-2 business days. Delivery time within the US is 25-45 days via sea shipping.
4.How will my delivery be shipped?
We will choose the carrier that we think the most suitable to our customers according to the ordered product and the delivery address. Also, you can email us at xxxx@xxx.com if you have any preference or question on carriers.
5.How can I track my order?
When your order is shipped you will receive a confirmation email，you can track your order with the tracking number.
6.What should I do if my order is marked as delivered but I haven't received it?
When the courier finds that you are not at home or cannot get in touch with you, they may put your package in your mailbox, front desk, mail room, or your neighbor's house. Check the above places or ask your neighbors and anyone you might live with to see if the package was dropped off to them.
Please contact the Hgnova Customer Support Team If your package still can’t be found.
7.What if my package is returned to the sender?
Your package may be returned to the original sender due to an incorrect or incomplete shipping address. Please contact the Hgnova Customer Support Team and provide us with the correct shipping address and we will arrange a replacement for you.
8.Where can I purchase accessories?
Please reach out to our after-sales team at xxxxx@hgnova.com. A dedicated representative will respond to your inquiry as soon as possible.
9.Can I modify my order after it has been placed?
Unfortunately, we cannot change the shipment once the product is in route, but you can cancel an order within 60 minutes and reorder with accurate details.
Aftersales
Return and Refund
1.Hgnova Return and Refund Policy
Link to Return and refund policy
2.How do I request a refund for my purchase?
To request a return or refund, please log into your account and select My Orders, select the Return and Refund button to proceed with your request. If you placed your order as a guest, please contact xxxxx@hgnova.com and provide us with your order number.
3.What are the conditions for applying for a return and refund?
You can apply for a return and refund if you meet the following conditions:
1. You must provide valid proof of purchase within 30 calendar days of receiving the goods.
2. Please include all the components, accessories, and any promotional items that were included when returning the product. It is important to pack the returned product securely in its original packaging.
3. The product should be free from any man-made damage that would hinder its resale.
4.When will I receive my refund?
Your refund will be initiated once we receive and inspect your return. Please allow us up to 3-5 business days to complete inspection. Once completed, you will receive an email confirmation. Refunds are returned to the payment method used to make the original purchase. Please note that the refund period may vary depending on the payment method and subject to processing duration of the payment agency.
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