Help Center
Hot Questions
✈️ Shipping & Delivery
How long does it take to receive my order?
We offer different international shipping methods and low shipping fee to all countries available in Hacoo.
Total Delivery Time = Preparing your order (3~7 days) + Ship your order (7~15 days) + Send order to you (5~10 days) = 15~28 Days
If there are any abnormalities, the shipping time may be extended and we will notify you via WhatsApp/SMS.
If you have more questions,Contact Us
How to track my order?
Please check the logistics information by following steps:
①Click Account > My Orders > Logistics Details.
②Inside the ‘Tracking Information’ page, you are able to check the shipping company, tracking number, browser icon is for entering shipping company website and phone icon is for calling their customer service.
If you have more questions,Contact Us
What if my order shows "Returned to sender"?
There are multiple possible reasons:
1) Wrong or incomplete address
2) Can't find recipient
3) Unable to deliver
If your package is under this status, please contact our Customer Service for further help.
If you have more questions,Contact Us
What if my order shows "Delivered" but I haven't received it?
- Major packages are usually found to be accidentally misplaced. Look around your mailbox or drop-off location to see if the courier left your package near your house, in your mailbox, in front of your garage, or on your lawn.
- Check if someone else accepted the package on your behalf. Ask your families, neighbors, or other household members to see if they accepted the package for you.
If you still cannot find your package, please turn to Orders page and click on the [Refund/Exchange] > [I want to refund (Package not received)].
Follow the instructions to find your package or submit an investigation request, and our professional team will solve your problem ASAP.
If you have more questions,Contact Us
🔄 After -sales
Can I return the item?
We are sorry that we do not support returns at this time. You can apply for a refund/exchange for the product.
In order to avoid your financial loss, please do not return the product to any address.
If you have more questions, Contact Us
How to apply for the Refund/Exchange of the product I don't like?
Click to check .
Simply click on the [Refund/Exchange] button on the order page and then select the service you want, follow the instructions to complete the application.
Noting that it will take 24-72 hours for our team to review your application.
If you have more questions, Contact Us
What if I received the wrong item or missing items/accessories?
The refund crediting time depends on the original payment channels.
If you have not received the refund amount within the time limit, please contact our online service.
If you have more questions, Contact Us
How long does it take to receive my refund?
please turn to My Orders and click on ( Refund /Exchange) - (Missing item / Received wrong item ) , follow the instructions to complete the application.
Noting that it will take 24- 72 hours for our team to review your application.
If you have more questions, Contact Us
📦 Orders
How to write a review and get a Cashback?
You can write reviews on the products after you receive the order.Please follow the steps below to review:
1. Locate the order in "My orders"
2. Click the "Review" button to write a review with photos for the product and you can get a Cashback after submitting.
If you have more questions, Contact Us
Can I change or modify my order?
Modifying shipping address:
1. For unshipped orders, you can click edit your shipping address via order detail page.
2. For orders already shipped, the shipping address CANNOT be changed. Noting that you can contact the courier company after the package pick up by them to modity the address.
Changing size/model:
Once an order is completed, it cannot be modified
1. For unshipped orders, you can cancel the order in "My orders" and place a new one with the correct size/model.
2. For shipped orders, we recommend that you apply for a refund/exchange after you receive the order.
If you have more questions, Contact Us
Can I cancel my order?
You can cancel the order if the order has not been shipped.
Please locate the order under 'My orders' and click 'Cancel'.
If your order has already been shipped, you can refuse the package when it arrives, and if the package is returned, you can contact us for a full refund.
If you have more questions, Contact Us
👤 Account
How to withdraw the balance on Balance account?
Click on Account] > Wallet&Coupon] > [Balance] > [Withdraw], enter the needed information and submit.
It takes 1-15 bussiness days for the balance to be credited to your account.
Get Swift Code - https://www.theswiftcodes.com/ Get IBAN - https://www.iban.com/calculate-iban
BSB code = Sort code
Note: Cashback cannot be withdrawn.
If you have more questions, Contact Us
How to change the address?
Please click the three horizontal bars icon in the upper right corner of the account page, and then click Address to enter the address page to add/modify the address.
If you have more questions, Contact Us
💰 Payment
What should I do if payment falis?
Situation 1:
'Sorry, information verification failed. Please call your card issuer for verification.'
This situation is probably due to the failure of personal information verification. It is recommended that you call the card issuing bank (usually there will be a bank card phone number on the back of your bank card) ), ask them to accept payment for this order and try to pay again later.
Situation 2:
'Please check your connection and try again.'
This situation is probably due to the current connection problem. It is recommended that you try to switch the network, or try to pay after the network situation is more stable.
If you have more questions, Contact Us
What if I am charged twice?
The European Union is implementing new customs rules for online purchases from outside the EU. If you are informed to pay extra import fee or VAT, please don’t worry, follow below 2 steps to claim reimbursement.
①Complete the payment procedures as informed and keep the proof after payment done;②Send the proof to our Customer Service by clicking [Contact Us].
Hacoo will reimburse you in 72 hours to your Balance account in Hacoo once you receive your application.
Thanks for your support and understanding!
If you have more questions, Contact Us
What if I am charged twice?
It is possible the order was submitted twice by accident, but rest assured, each Hacoo order is only charged once.
The first transaction might be a pending authorization that won’t be fully charged. Please check if the charges are pending. If so, only one charge will be confirmed on your statement while the other will be dismissed automatically.
Processing time depends on your bank and may take a few days. If both charges are confirmed, please contact our customer service again.
If you have more questions, Contact Us