SHIPPING & DELIVERY POLICY
Last updated May 6, 2026
WHAT ARE MY SHIPPING & DELIVERY OPTIONS?
Open to Market: USA Only
We are not able to provide services for countries or regions other than USA.
In-Store Pickup:
In-store pickup is available for Products in stock at our USA warehouse. Our store staff are available Monday - Friday 9am - 3pm PT. Order info and necessary verifications are required upon picking up. Any pickups need to be booked three days prior to the intended pickup date.
Below Shipping options offered for products we have stock in our California.
Shipping Services:
Economy: 3 to 7 business days Transit Time - Free Shipping
Standard: 2 to 5 business days Transit Time - $50 per order, flat rate.
Shipping Provider:
Economy: UPS Standard
Standard: UPS Expedite
All times and dates given for delivery of the products are given in good faith but are estimates only. Orders only can be shipped to the 48 states of United States from below list.
Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.
Note: Currently we only ship the lower 48 States listed above. We are NOT able to ship to Non-Contiguous States & Territories: Alaska (AK), Hawaii (HI), Puerto Rico (PR), Guam (GU), Northern Mariana Islands (MP), American Samoa, and U.S. Virgin Islands (VI). Please note that we are currently UNABLE to ship to: P.O. Boxes APO / FPO / DPO addresses
Order Processing Days
We would need up to 3 business days order handling time to process and ship your orders. During processing time, we may not be able to provide you order tracking information.
Order Cut-off Time
The daily order cutoff time is 5:00 PM (Pacific Time) from Monday to Friday. Orders handling time will start to count from the next business day for orders placed between 5:00 PM - 11:59 PM (Pacific Time).
Order Cancelation
you can request to cancel the order by requesting it online through your order detail page under your account or sending an email to service@hoengager.com If cancellation is requested when orders are in unfulfilled status, full refund would be issued. If order were marked fulfilled within 12 hours, we will attempt to recall the parcel from our shipping carrier. If recall attempt failed, please keep the package(s) unopened and return it for refund after package is delivered.
Taxes & Duties
We collect sales taxes on products ship to the USA addresses. Therefore, taxes would need to be charged when placing the orders. These charges must be paid by the customer before shipping. If the customer refuses to pay taxes, the order won’t be successfully charged and shipped.
HOW TO TRACK MY ORDERS?
Tracking information will be uploaded to customer accounts immediately when order is Fulfilled. Order tracking info will be available by logging into customer accounts. Meanwhile, an email with tracking info would be automatically sent to your registered email address once order being shipped.
Please allow 72 hours (excluding weekends and holidays) processing time for orders to be processed and shipped. For more tracking related questions, please contact us by sending us an email or giving us a call.
E-mail：service@hoengager.com
Phone: +1-626-670-1733 (Monday – Friday 9am to 5pm Pacific Time)
WHAT HAPPENS IF MY ORDER IS DELAYED?
If delivery is delayed for any reason, we will let you know as soon as possible and will advise you of a revised estimated date for delivery. You are allowed to cancel or refund order in full amount if your order is delayed.
HOW CAN YOU CONTACT US ABOUT THIS POLICY?
If you have any further questions or comments, you may contact us by:
Phone: +1-626-670-1733
Email: service@hoengager.com
Our refund and return policy lasts for 30 days from the day you received your tem(s). If 30 days have passed, we cannot offer you a refund but we still provide warranty services for 1 Year after receiving date.
Ways to File a Return Request
1. Returns options are enabled on your customer account where you can initiate a return request for items within 30 days return window.
2. Email to: nservice@sunfuntek.com to request a return.
3. Call +1-626-670-1733 to request a return.
Return and Refund Process Time
We will review and process your refund or exchange request within 2 business days. Results will be determined by if
product received complies with our return policy above.Once refund is approved:
PayPal refunds may take up to 48 hours to process and appear in your account.
Credit Card refunds will take between 7-14 business days to appear in your account.
Refund Amount and Responsibilities.
For Non-defective Return:
We accept refund RMA requests within 30 days after package delivered for non-defective returns. Full refund will be issues if packages are unopened or with freight charge paid. We may apply an up-to 15% restocking fee on opened non-defective returns or unopened free shipping orders. Return freight will be paid by customers for non-defective returns.
For Defective Returns:
We accept refund or replacement RMA requests for defective units. Full refund or replacement will be issued after packages are returned to our return address as per the RMA instructions on the RMA email received with return shipping label and confirmed passed inspections by our RMA team. For defective unit we will accept return requests initiated within 30 days after actual delivery date. We will provide pre-paid return shipping label for defective returns. Once we receive and inspect your returned item, we will send you an email notifying you of the approval or rejection of your refund or replacement request. If refund request is approved, the refund will be routed back to your original method of payment; if replacement request is approved, the replacement order would be shipped within 3 business days to your designated address.
Warranty Policy
A. Limited One-Year Warranty Coverage
We warrant our products to be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of delivery. During this warranty period, we will, at our sole discretion, either:
Repair the product using new or refurbished replacement parts, or
Replace the product with a new or refurbished product of equivalent functionality
This warranty covers all labor costs associated with diagnosing and resolving manufacturing-related faults, as well as all necessary replacement parts at no additional charge to you. We povided
B. Return Shipping Guidelines
If troubleshooting efforts fail to resolve the issue, you may return the entire system to our service center for inspection and repair. To ensure safe transit and avoid voiding your warranty coverage, please adhere strictly to the following packaging requirements:
Use a sturdy, rigid shipping container (original packaging is highly recommended if available)
Fill all empty spaces with shock-absorbent materials (e.g., foam padding, bubble wrap) to prevent internal movement and physical damage
Secure all loose components (including peripherals, cables, and accessories) within the package
Clearly label the package with the return address provided below
Important Exclusion: Damage caused by inadequate packaging during transit is not covered under this warranty. We cannot assume liability for products damaged due to improper packaging, as this constitutes customer-caused damage outside of manufacturing defects.
C. Return Authorization & Shipping Instructions
Before initiating return shipment, please complete the following pre-return requirements:
Remove all system passwords, screen locks, or security restrictions that would prevent our technicians from accessing and testing the device
If password removal is not possible, provide us with the necessary credentials via our official support channel
Ship the packaged product to:
Zhiguo Chen
5185 G Street
Chino, CA 91710
United States
D. Inspection & Repair Process
Upon receipt of your returned product, our certified technicians will perform:
A comprehensive diagnostic inspection to identify the root cause of the issue
Functional testing to verify the fault and confirm it falls within warranty coverage
Replacement of defective components with genuine parts that meet our strict quality standards
We will notify you promptly if:
The issue is determined to be outside warranty coverage (e.g., accidental damage, unauthorized modifications)
Additional parts or services are required beyond the scope of the original warranty
Unforeseen delays occur in the repair process
E. Turnaround Time & Return Shipment
Under normal circumstances, we aim to complete all warranty repairs and initiate return shipment within 5-7 business days of receiving your product. Once repaired, the product will be shipped back to you via a trackable carrier service, and we will provide you with a tracking number for shipment monitoring.
F. Warranty Limitations
This warranty does not cover:
Damage caused by accident, misuse, neglect, or improper installation
Products that have been modified, tampered with, or repaired by unauthorized personnel
Consumable components such as batteries, unless defective in materials or workmanship
Software issues, including viruses, data loss, or operating system errors not directly caused by hardware defects
For further assistance or to initiate a warranty claim, please contact our customer support team through our official support channels.
G. Extended Post-Warranty Support Service
To ensure the long-term performance and reliability of our products, we provide comprehensive paid repair and replacement services for items that are no longer covered by the standard 1 year warranty. This service is designed to offer continued support and peace of mind beyond the initial warranty period. Contact us for more information.
