Where is my stuff?
You can check your order status with the tracking number (available on the Shipping Confirmation email) through the UPS website. If you are experiencing any delivery issues, please contact us at 1-800-848-4980 for further assistance.
How do orders ship?
Orders are shipped via UPS. We can not ship to a P.O. Box address. Please provide a street address.
When are orders shipped?
All in-stock merchandise is normally shipped from our warehouse within 2-3 business days of placing your order (excluding holidays and weekends). If an item is unavailable, you will be notified.
Where do you ship from?
All orders ship from the Bigen warehouse in Cypress, California
Where do you ship to? Do You ship internationally?
We are only able to ship within the contiguous United States (excluding Alaska and Hawaii). We are unable to ship to P.O. Boxes.
Where do I find my tracking number?
Once you place an order you will receive two emails. The first is your order confirmation the second is your shipping confirmation. You can find your tracking information in the second email, once it has been shipped.
What can be returned?
We will accept returns of all unopened, unused products purchased directly from our website. Any product purchased from a retail store should be returned to the retailer.
Most unopened, unused merchandise purchased directly from our website can be returned for any reason within 30 days of receipt, with original proof of purchase. You will receive a full refund including purchase amount, including tax.
What cannot be returned?
We do not accept returns on any used products. We do not accept returns or give refunds on products that are listed as specials or discounted. We do not reimburse shipping and handling fees.
How do I return a purchase?
Just follow these easy return instructions:
- Re-pack the item in the original manufacturer's packaging and shipping box. Secure all items well.
- Please be sure to include all items that you are requesting reimbursement.
- Print out, complete and enclose our customer return form. Retrieve your order number from your order confirmation email or packing slip.
Please send to:
Attn: Returns Department
Hoyu America Co
6265 Phyllis Dr.
Cypress, CA 90630
- We encourage you to protect yourself from loss or theft by insuring the return shipment.
- We do not reimburse return shipping fees.
- We regret that we will not be able to issue a credit or refund for any items that are damaged or lost in shipping.
Can I cancel my order once I place it?
Once you have received your shipping confirmation email and/or tracking number, it means the order has been shipped and can no longer be cancelled. If you have not received a shipping confirmation and/or status shows “Unfulfilled,’ please contact 1-800-848-4980 for further assistance.
Can I change my order once I place it?
It is not possible to change your order after it has been submitted. The transaction takes place so quickly that it is not possible to handle changes. We suggest that if you wish to increase quantities or add items that you enter another order.
Where can I find my tracking number?
After you place an order you will receive two emails. The first is your order confirmation. The second is your shipping confirmation, which you will receive once your order has been shipped. You can find your tracking information in the second email. You can also sign up to receive text message updates of your order's status in your order confirmation email.