General Questions Before Placing An Order

1. How can I know when the product I want is on sale?
In spite of the sale page, there are other two ways for you to get more promotional messages. The best way is to create an account on hamswan.com, and we’ll offer special deals to our registered users. Another way is to like our official Social Media pages like Facebook, Twitter, etc. Promotional information will be updated to our fans regularly.

2. What should I do if there is a product I want out of stock?
Sometimes products can’t meet the demands of orders, but we’ll provide replenishment in time to deliver on schedule. If that happens when you’ve already placed the order, we will send you a notification email with estimated in-stock and delivery time. You can choose to wait until your parcel will be sent once we have stock. Or you can cancel your order and place it on your Wish List, which is specially designed for customers to easily save and buy products they want anytime.

3. Can I cancel my order after I pay for it?
- Yes, you can cancel your order even when you pay for it.
- You can cancel the order by yourself after you log into your account before the seller has shipped your product.
- If you want to cancel the order before you receive the product, but the seller has already shipped, you can contact us and visit the Warranty & Return Policy page to learn more about refunds and returns.

4. Where & How can I apply the promo code?
- There are three ways to find the promo code: sales on the banner of home page, special offer on product pages and exclusive promotions on our newsletters.
- You can paste and apply the code on the checkout page. It will display the discount and expired time below the tab as well.

Payment Questions When Placing An Order

1. How many payment methods are there?
Hamswan only supports the payment of PayPal, VISA and MasterCard currently, but we’ll try to develop other payment methods, like some international payment methods in the future, to meet all of customers’ needs.

2. Can I pay for products in cash on delivery?
Sorry, cash on delivery is currently not supported. Cash method has low security and we can’t protect both customers and our company’s benefit. Online payment is the fastest and safest for our buyers.

3. Is it safe to pay via PayPal?
In order to offer you a safe online shopping experience. Hamswan has high-level security measures and devices to protect your personal information and payment information from unauthorized access.

Shipping Questions After Placing An Order

1. How long will it take to receive my order?
- Commonly we’ll arrange the shipping according to your choice (flat rate shipping or expedited shipping) after we receive your payment.
- If there is lack of stock, we will send you a notification email and will arrange the item within one day once the product is in warehouse and restocked.
- If it is a preselling product, we’ll arrange the shipping according to the scheduled time.

2. Why hasn’t my product been sent?
We may not have arranged the product if your payment has failed. In this case, please contact us to confirm and complete your purchase.
We may not ship your product in time because of lack of stock or it is still the pending stage by amazon. Don’t worry, we’ll arrange shipping once we have your product in stock or as scheduled. You can also get help from our online services.

3. The system says it has been shipped, but I can’t see any shipping information. What should I do?
- It may be caused by wrong shipping information or it is delayed by the post office. Please contact us by info@hamswan.com and we’ll help you fix the problem.
- It may be delayed in a certain area due to the long dispatch time of remote areas or post office’s low efficiency in the high peak of shipping. You can call the post office to learn the specific status of your order.
- It may have been shipped, but the shipping information may not be updated in time. You can call the post office to know where your package is located.
- If you don’t receive the item and the shipping information isn’t updated for an extended period, it may be lost. Please contact info@hamswan.com with your order receipt and you will receive a replacement after confirmation.

Other Questions After Receiving An Item

1. How can I download the app or user manual?
The app or user manual are generally to be attached with the package. If you miss them, you can go to “Download” page to proceed, or contact us via info@hamswan.com.

2. How do I apply for refund & return?
Submit your application for your request. If your application is approved, you can return your product and we’ll refund you or replace a new item for you, or return it to you based on the results of verifying the product. If your application is denied, you can’t continue the next step. For more specific information, please check our Warranty & Return Policy page.

3. What should I do if I receive an item that is different from what is described online?
It is our mission to pay the best attention to product quality and customer’s user experience. If you receive a wrong item or the product is defective, you can apply for a refund or replacement. For more information, please check the Warranty & Return Policy page.

Your questions are not listed on the page? You're welcomed to contact us directly via livechat or info@hamswan.com.