Frequently Asked Questions

Find Answers To All Your Questions

ORDERS

SHIPPING & DELIVERY

RETURNS & REFUNDS

PRODUCT & STOCK

How can i check the status of my order?

You can track your order in three ways: 1. Through your user center; 2. By email; 3. Through the top navigation bar of the website.

1. Through your user center: You can log in to your account and then click "My Orders" to track your order. There you can view the order status and the order tracking link.

2. By email: After successful payment, you will receive an email update. The "Order Confirmation" email confirms that we have received your order and includes the order number and product information. The "Shipping Confirmation" email confirms that your order has been shipped and includes tracking information, which you can use to track your order.

If you do not receive any emails within 48 hours of successful payment, please check your spam/junk mail folder or log in to your user center, or you can contact our professional customer service team directly for assistance.

3. There is an "Order Tracking" link at the top of our website

How do I cancel my order after l've placed it?

Log in and go to "My Orders" to check your order status.

If your order status is unpaid, you can cancel it yourself.

If you have already paid, in-stock items will typically ship within 1-5 business days after payment. We accept cancellations for orders that have not yet shipped or are out of stock. In this case, please contact our customer service to cancel the order.

Once the item has shipped, the order cannot be cancelled. Click here to view our Return Policy.

What if I filled in the wrong order information but l've already placed the order?

We are here to help youl! You can contact us. Our professional customer care team will do everything we can to accommodate your changes! 

Customer Service Email：hoobro.connect@outlook.com

WhatsApp: +86 19937805680

What if l've placed an order but heard nothing?

Usually, you'll receive an "Order Confirmation" email within 30 minutes after placing your order. If you heard nothing after 30 minutes, please check your spam box or check your credit card or PayPal account to see if the payment has been successful.

You can also log in to your account to check your order status in "My Orders".

Still not solved? Please contact us for help.

It's been longer than the estimated arrival time and I still haven't received my order, what should I do?

If you've been waiting longer than you should have and you haven't heard from us, log in to your account and click into "My Orders". Here you can see up-to-date delivery/dispatch info. 

If you can see the order has been dispatched and you've not yet heard from the courier, get in touch and we can resolve this for you. 

What is your shipping fee?

Free shipping

When will I receive my item(s)?

The shipment time is 2-5 business days. 

Depending on circumstances like distance, local holidays, and any other external factors outside of HOOBRO’s, and courier’s control, delivery takes 5-9 days. 

* All information regarding the delivery duration is estimated. We cannot guarantee that your order will arrive on a specific day.

How will my item(s) be delivered?

Your item(s) will be shipped via UPS, FedEx, or Amazon logistics.

Can I change my delivery address after I've ordered?

Please contact our customer service via email when an address change is needed. Our team will check to see if it's possible or not and get back to you as soon as possible.

What is the complete Shipping & Delivery?

 Please check our Shipping & Delivery here.

How can I return my order?

We accept returns for a refund within 30 days of successful delivery. Please log in your account and request a return in "My Orders". Or, you can contact our customer service team via email citing the order number, contact information, and reasons (attaching photos if necessary). We'll be happy to assist with your return.

What is the return cost? Can I send my goods back free of charge?

The return cost varies depending on the weight and size of the package. For returns caused by customers' remorse returns, such as an item didn't fit, didn't like the color, changed your mind, ordered by mistake, bought it somewhere else, etc., the return cost will be the responsibility of the customer. If there is any problem with the product after receipt, please contact our Customer Service for a solution.

What if I received damaged or incorrect merchandise?

Although this is very rare, should your product not arrive in perfect condition, please contact us with your order number, contact information, and images of the faulty product, and a member of our dedicated customer service team will advise on the best solution, including refund or replacement options.

How long does it take to receive my refund?

Usually, the refund will be made to your payment after the warehouse confirms receiving the package. It will be visible in the account within 3-5 business days.

Haven't you received your refund? Please contact us.

How will I be refunded?

The refund will go back on to the same card you used to place the order with us, and will be paid back to you via a return transaction. It shall not be refunded later than 30 days from the date on which we receive notice of your revocation.

What is the complete Return Policy?

Please check our Return Policy here.

Where can I find assembly instructions?

You'll receive the assembly instructions in the product package.

If you want to check it before buying our product, please contact our customer service.

I received the wrong product / wrong parts, what should I do?

Please contact us right away so we can make it right.