All of our orders are received by and delivered to our warehouse within 48 hours (not including weekends and holidays). Shipping usually takes about 2-7 business days to deliver from the time it leaves our facility. Please kindly note that shipping carriers may be experiencing delays due to Covid-19.
All orders are processed within 24 hours or less. If you would like to edit or cancel your order, please kindly contact us at firstname.lastname@example.org
We purchase our shipping labels through Shopify and then send it to our warehouse for processing. Send us an email at email@example.com if it's taken longer than normal processing time and we can help ensure there aren't any issues!
Your orders will be shipping from either the City of Industry or El Monte in California.
We are still finding our footing so bear with us while we continue to improve! As of current, we will only be choosing to use UPS Ground and USPS First Class Package.
At this time we don't offer expedited shipping because we utilize a third party logistic to fulfill all our orders. Since the process isn't completely under our control, we don't want to allow any room to set up for disappointment. Bear with us! We will surely get there. Don't hesitate to reach out to us as well for any issues: firstname.lastname@example.org
Currently, we ship to all 50 states and Armed Forces APO/FPO customers only. However, we do have other authorized Hegen distributors all over! For any questions, contact us at: email@example.com
Returns & Exchanges
We'd love to be able to assist and troubleshoot if there are any problems in terms of it's usage: firstname.lastname@example.org
We offer returns for a full refund or exchanges within 30 days after receiving your item. Returns & exchanges are accepted for products that are new, unused, in the original packaging, and include all accessories, instruction guides and labels.
To process a return or exchange, contact us at email@example.com with your Order Number and request. Our Customer Experience team will be happy to assist.
Once your item is returned, we will examine the package and proceed with the notated request of either performing an exchange of the item or returning for full credit (excluding shipping).
Please allow between 5 to 10 business days for us to process your return.
At our discretion, a refund may be issued without requiring a return.
The above policies only applies to products that have been purchased on hegen.us. Products purchased from other retail outlets must be returned to the original place of purchase. Please refer to the retailer's return policy for full instructions.
Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days.
We'd be happy to assist! Send us an email at firstname.lastname@example.org with your Order ID Number as well as the issues you are facing. We'd be happy to help.
You can reach us at email@example.com or via our Facebook Chat. When utilizing our Facebook Chat, remember to leave your contact information if it is outside of business hours as Guest Chat are deactivated after 24 hours. For those reaching out with their personal Facebook, that would not be an issue.
We're available Monday through Friday from 9AM PST to 6PM PST, excluding holidays.