Effective Date: January 2025 At HUAXING NOR, we are committed to providing excellent customer service and ensuring that your shopping experience is as smooth as possible. Our Customer Support Policy outlines the ways in which we offer assistance, the hours of availability, and how we handle customer inquiries.

1. Customer Support Hours

Our customer support team is available 24 hours a day, 7 days a week. Whether you have questions about your order, need help with a return or exchange, or need assistance with any other issue, we are here to help. We aim to respond to all inquiries within 2 business days. However, response times may vary during peak seasons or public holidays.

2. Contact Information

You can reach our customer support team using the following methods:
  • Email: [email protected]
  • Phone: +1 (504) 382-8605
  • Contact Form: You can also use the contact form on our website at Contact Us for general inquiries.

3. Types of Support We Provide

We offer support for the following issues:
  • Order Inquiries: If you have any questions regarding your order status, shipping, or tracking information.
  • Returns and Refunds: Assistance with returning items or requesting a refund, as per our Return & Refund Policy.
  • Product Information: Questions about product specifications, availability, sizing, or shipping restrictions.
  • Technical Support: Assistance with website navigation, account access issues, and payment problems.
  • General Inquiries: Any other questions related to our products, services, or policies.

4. How to Contact Us

For the quickest resolution of your issue, please choose the appropriate method based on your concern:
  • Email Support: For most inquiries, emailing us at [email protected] is the best way to receive a timely response. We aim to respond to all emails within 2 business days.
  • Phone Support: If your issue requires immediate attention, you can contact us by phone at +1 (504) 382-8605. Our phone support is available 24/7.

5. Support Process

Once we receive your inquiry, we will:
  1. Acknowledge Your Inquiry: We will send you a confirmation email that we have received your request and provide an estimated response time.
  2. Resolve Your Issue: We will investigate your concern and aim to resolve it as quickly as possible. If the issue requires further investigation or additional information, we may contact you for more details.
  3. Provide a Solution: We will provide you with a clear solution, which may involve:
    • Issuing a refund or processing a return, as outlined in our Return & Refund Policy.
    • Offering alternative products or solutions if necessary.
    • Providing guidance on resolving issues related to payment or account access.

6. Response Time

We strive to provide timely and efficient support. Typically, we respond to all customer inquiries within 2 business days. During peak periods (e.g., sales, holidays), response times may be slightly longer. We appreciate your patience during these times.

7. Order Tracking and Shipping Inquiries

For inquiries related to your order status, shipping, and tracking, please refer to the following steps:
  • Check Your Order Confirmation: You should receive an order confirmation email after placing an order, which will contain your order details and estimated delivery time.
  • Tracking Information: Once your order has shipped, you will receive a shipping confirmation email with tracking information. You can use this to track your package directly with the carrier.
  • Delays or Issues with Delivery: If your package has not arrived by the expected date or is delayed, please contact us as soon as possible. We will work with the carrier to investigate the issue and find a solution.

8. Returns and Exchanges

If you need to return or exchange an item, please refer to our Return & Refund Policy. Our team is available to assist you throughout the process, from initiating a return to ensuring that your refund or exchange is processed smoothly.
  • Initiate a Return: To initiate a return, please contact us via email at [email protected], or use the contact form on our website. Be sure to provide your order number, the item(s) you wish to return, and the reason for your return.
  • Return Shipping: In most cases, the customer is responsible for return shipping costs unless the item is defective or we made an error with your order.

9. Customer Satisfaction Guarantee

We are committed to customer satisfaction. If you are not completely satisfied with your purchase, please contact us. We will work with you to address any issues and ensure that you are happy with your experience.

10. Customer Feedback

We value your feedback and suggestions. If you have any ideas for how we can improve our products or services, we would love to hear from you! Please feel free to send us your comments to [email protected].

11. Limitations

While we make every effort to assist with customer issues, there are certain situations where we may not be able to provide assistance, including but not limited to:
  • Issues outside of our control (e.g., natural disasters, delays from third-party carriers).
  • Issues related to customs fees, taxes, or import duties for international orders.
  • Damage caused by misuse, neglect, or improper handling of products.

12. Contact Us

For any questions, issues, or inquiries, please do not hesitate to contact us at:
INFORMATION ABOUT US

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