1. Order Processing

Orders are normally processed within 2–4 business days after payment confirmation.

During holidays, promotional events, or periods of unusually high order volume, processing may take up to 5 business days.

Processing time is separate from carrier transit time.

2. Estimated U.S. Delivery Time

For standard shipping to supported destinations in the United States, estimated carrier transit is generally 10–15 business days after the order has been dispatched.

Delivery estimates are not guaranteed arrival dates. Carrier disruption, weather, holidays, customs procedures, remote destinations, and other circumstances outside reasonable control may affect actual delivery.

3. Shipping Charges

Available shipping methods and the applicable shipping charges are calculated and displayed during checkout according to the delivery destination and available shipping option.

You can review the applicable shipping amount before submitting payment.

4. Fulfillment and Shipping Origin

Orders may be fulfilled from our facilities or designated fulfillment partners depending on inventory availability, product location, and the delivery destination.

The physical origin of a shipment may therefore differ from our registered business address.

5. Tracking

Once an order has been dispatched and tracking becomes available, shipping or tracking information will normally be sent to the email address provided during checkout.

A tracking system may require some time after shipment creation before the first carrier movement appears.

6. Incorrect Shipping Address

Please review your delivery information carefully before submitting an order.

If you discover an address error after ordering, contact service@hieankd.com promptly. We will make a reasonable effort to assist before fulfillment or shipment begins, but an address change cannot be guaranteed once processing has progressed.

7. Delayed or Inactive Tracking

If tracking has not updated for an extended period or your shipment appears significantly delayed, contact customer support with your order number.

We will review the available shipping information and, where appropriate, investigate the matter with the relevant carrier or fulfillment provider.

8. Potentially Lost Packages

If a shipment appears to have been lost in transit, contact us so that the available tracking information and circumstances can be reviewed.

Where applicable, we will provide a reasonable replacement, refund, reshipment, or other appropriate solution based on the circumstances.

9. Tracking Shows “Delivered”

If tracking shows that a parcel was delivered but you cannot locate it, you may first check the delivery area, mailbox, building reception, household members, neighbors, or the carrier where appropriate.

A “Delivered” tracking status does not automatically prevent us from reviewing a delivery concern. Contact us with your order number if the package remains missing.

10. Damaged, Defective, Incorrect, or Incomplete Deliveries

If an order arrives damaged, defective, incorrect, incomplete, or materially different from its product description, contact us promptly.

Include your order number and photographs or videos where relevant. After reviewing the issue, we will provide an appropriate replacement, refund, return arrangement, or other reasonable solution according to the circumstances.