How do I place an order?
To place an order on hajkby.com, browse the available products, choose the item and any applicable options you would like, and add the product to your cart.
When you are ready, proceed to checkout and carefully review your shipping address, contact information, selected products, quantities, and order total before submitting payment.
After your order has been successfully placed, an order confirmation will normally be sent to the email address provided during checkout.
Can I change or cancel my order after placing it?
If you need to make a change or request a cancellation, please contact our customer service team as soon as possible at service@hajkby.com.
We will review the current status of your order and make reasonable efforts to assist you.
Please note that once an order has entered processing, packing, fulfillment, shipment preparation, or dispatch, we may no longer be able to modify or cancel it.
Submitting a cancellation request does not guarantee that the order can be cancelled.
How can I track my order?
When tracking information becomes available, it may be sent to the email address associated with your order.
Please allow some time for tracking activity to appear after a shipping label has been created or after the package has been transferred to the carrier.
Tracking updates are provided by the applicable shipping provider and may not always appear immediately.
How long will delivery take?
Delivery times may vary depending on the destination, order processing, product availability, shipping carrier, customs procedures, local holidays, weather conditions, and other circumstances outside our reasonable control.
Estimated delivery information should be treated as an estimate rather than a guaranteed delivery date.
For more information regarding shipping procedures and delivery expectations, please review our Shipping Policy.
What should I do if my order is damaged, defective, incorrect, or incomplete?
If your order arrives damaged, defective, incorrect, or incomplete, please contact us promptly at service@hajkby.com.
To help us review the issue efficiently, please provide:
Your order number
The email address used at checkout
A brief description of the issue
Clear photos of the product
Photos of the packaging
A photo of the shipping label, where applicable
Our customer support team will review the information provided and advise you of the appropriate next steps.
Please do not dispose of the product or packaging before receiving further instructions from us.
What is your return process?
Before returning any item, please review our Return Policy and contact our customer service team.
We ask customers to contact us before sending a return so that we can review the request and provide the appropriate instructions.
Returns sent without prior communication, without authorization where required, or without following the applicable return instructions may experience delays or may not be accepted.
Please do not send products to any address unless that return address has been confirmed by our customer service team.
When will I receive my refund?
If a refund is approved, it will generally be issued to the original payment method used for the purchase.
The time required for the refunded amount to appear may depend on your bank, card issuer, payment provider, or other financial institution.
Processing times outside our systems are controlled by the relevant payment provider and may vary.
For additional information, please review our Return Policy and any applicable refund terms.
Which payment methods are accepted?
The payment methods currently available for your order will be displayed during checkout.
Available payment methods may vary depending on your country or region, currency, device, payment provider, and other checkout conditions.
Please review the payment options presented at checkout before completing your purchase.
Is my payment information secure?
We aim to provide customers with a secure and reliable checkout experience.
Payment transactions may be processed through third-party payment service providers. Payment information is handled in accordance with the applicable provider's security practices and policies.
We do not recommend sending payment card details, passwords, or other sensitive financial information through customer service email.
For more information, please review our Privacy Policy and applicable payment terms.
What should I do if I entered the wrong shipping address?
If you notice an error in your shipping address after placing an order, please contact us immediately at service@hajkby.com.
If the order has not yet entered fulfillment or shipping preparation, we may be able to update the address.
However, address changes cannot be guaranteed once processing or shipment has begun.
Customers are responsible for reviewing shipping information carefully before submitting an order.
What happens if my package is returned to sender?
If a package is returned to us because of an incorrect or incomplete address, failed delivery attempt, refusal, or another delivery issue, please contact our support team.
We will review the situation and advise you regarding the available options.
Additional shipping charges may apply depending on the circumstances and the applicable shipping policy.
What if my tracking says delivered but I cannot find my package?
If your tracking information shows that the package was delivered but you cannot locate it, we recommend first checking:
Around your property or delivery location
With household members
With neighbors
With building reception or management
With the shipping carrier
If you are still unable to locate the package, please contact us with your order number and tracking information so we can review the situation.
Do product colors always look exactly the same as they do online?
We make reasonable efforts to present product images and colors as accurately as possible.
However, the appearance of colors may vary depending on screen settings, lighting, device type, photography, and other display conditions.
Minor differences in appearance may therefore occur.
Are product prices subject to change?
Yes. Product prices, promotions, discounts, availability, and other offers may change from time to time.
The price displayed at the time your order is submitted will generally be the price applicable to that order, subject to correction of obvious errors where permitted by law.
What if a product is unavailable after I place my order?
Although we make reasonable efforts to keep product availability information current, an item may occasionally become unavailable after an order is placed.
If this occurs, we may contact you regarding available options, which may include cancellation or refund of the affected item.
How can I contact Hajkby?
For questions regarding products, orders, shipping, returns, payments, or general customer service, please contact:
Store Brand: HAJKBY
Operating Entity: Inner Mongolia Fanke Technology Co., Ltd.
Registered Address: 6th Floor, Building 5, Area E, Shui'an Xiaozhen, Yingxin Road Subdistrict, Xincheng District, Hohhot, Inner Mongolia Autonomous Region, China
Customer Service Email: service@hajkby.com
Customer Service Phone:1-800-356-5120
Phone Support Hours: 9:00 AM–6:00 PM PDT
We aim to respond to customer inquiries within 1–2 business days.
Important Notice
For order-related inquiries, please include your order number and the email address used during checkout whenever possible.
For return requests, please contact us before sending any item back so that we can provide the appropriate return instructions and confirmed return address.