FAQ

Shipping

Where do you ship to and from? We offer free shipping! We manufacture all our products in our factory in China and ship them directly to our customers worldwide.

Do you provide a tracking number? Yes, we do. We upload the tracking number as soon as the item is shipped. You will receive a shipment confirmation email once we have uploaded the tracking number in our system. Please also note that if you have multiple items in your order, we may ship them separately due to different warehouse locations. In that case, we will upload the tracking number for each item.

Why can't I track my order with the tracking number provided? Please note that sometimes the tracking information you receive can only be tracked after 3-4 business days. This is because the item is still being processed by the carrier and was not scanned and/or updated in their system immediately. If this happens, you can try tracking again at a later date.

How quickly do you ship? Orders usually ship within 1-3 business days after payment (weekends do not count as business days). We do our best to ship as quickly as possible and will update you with tracking information as soon as the item is shipped.

When will I receive my order? Due to possible carrier delays, please allow 1-2 weeks for delivery.

I have entered an incorrect address, help! - Please contact us within 48 hours if you need to change an incorrect address. We may not be able to change your shipping address after the 48 hours have expired.

Returns & Refunds

I still haven't received my order: Our customers receive their packages 99% of the time. In rare cases, packages may be lost. If you do not receive your shipment, please contact us at info@tryhanula.com for a refund.

I received a damaged item If you received a damaged item: please contact us at info@tryhanula.com so we can help you. The timeframe for returning defective items is 30 days after receipt. Return shipping is covered by us. If you contact us after the mentioned time frame of 30 days, we are not responsible to refund/replace the item for you.

The item is not damaged, but I just don't like it: If you are not satisfied with an item and the item is not defective, you can return it to us in its original condition (as sold) and in its original packaging within 30 days from the day you received the item. You are responsible for the cost of returning the item to us and we will issue a full refund within 7 days of receipt of the returned goods.

Refunds will be issued via the payment method used to purchase the goods. Please contact us at info@tryhanula.com before returning the item and we will assist you through the return process.