FAQs

 

About Hisome

 

What is Hisome?

Hisome is an online store dealing with Pet, Home and Sports products. Recently our products related to pets are quite popular.

 

Where is Hisome located?

We established our company in Hongkong since 2013, with our brand named Hisome.

 

Will you protect my PERSONAL INFORMATION?

Yes of course. Hisome uses industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline.

 

Do products we buy in Hisome purchased through Drop Shipping?

No. Products of Hisome are self-purchased and are all underwent a rigorous quality inspection.

 

Payment

 

Does Hisome accept payment on delivery?

We are sorry but we do not accept payment on delivery. You can directly buy our products on hisomeonline.com, it is also very convenient.

 

What payment methods are available?

We accept various payment methods including PayPal, VISA, mastercard, ApplePay and AMEX.

 

Is purchasing on Hisome secure?

Yes. During the checkout process, the secure socket layer (SSL) technology will encrypt your financial data as it transmits over the web. This ensures that your transaction is not viewable by third parties. Kindly reminder: Always use antivirus software can keep your information safe.

 

Why Hisome restrict me from paying via my card?

Hisome usually won't banned you from using your credit card, if you have met this kind of circumstance, please contact us within 24 hours.

 

Ordering

 

How do I make an order on your website?

Making an order with Hisome is very simple, just find the products you would like to order using either the search bar or by using the navigation bar at the top. Add the products to your cart, and then checkout!

 

Can I make an order over the phone?

Sorry we do not support phone ordering now. But if there is the need, we’ll consider phone ordering and let you know.

 

How to get faster delivery?

If you can complete the information required for the delivery and write your address in more detail and correctly, faster delivery will be enabled for your item(The required information concludes your Name, Phone number, E-mail,
Province, City, Street name, Street num, Room num and postal code).

 

How do I track my order?

Once your order has been fulfilled within our warehouse you will receive an email with your tracking number and a weblink to follow the entire process of your order. If you have not received the email, you can search to see whether it is in the span box.

For different places, we offer tracking weblinks including:

Spain: http://www.correos.es/ss/Satellite/site/pagina-buscador/sidioma=en_GB
Germany: http://nolp.dhl.de/nextt-online-public/report_popup.jsp?lang=de
France: http://www.laposte.fr/particulier/outils/en/track-a-parcel
UK: https://www.royalmail.com/track-your-item#/
Italy: https://www.poste.it/cerca/index.html#/
Russia: https://www.pochta.ru/new-tracking
The tracking weblink for most countries: https://www.17track.net/en

 

How do I change or cancel my order?

If your order has not yet been picked by our warehouse team email us within at least 24 hours of placing your order and you can change or cancel your order for a full refund. If your item has already been picked by our warehouse you can simply refuse to accept it when it arrives & it will be sent back to us. There will be a fee to return it back to us (charged by our couriers).

 

About Products

 

How can I select size of APPAREL if it has so many size-option?

First, you can take a look at the description on the product page, it will have some recommendations hope it will help. If your questions can't be settled, please contact us at support@hisomeonline.com.

 

How could I do if I want to buy an item, but there's no this kind of plug for my country? 

Please contact us as soon as possible to make sure whether we have the plug for your country.

 

Shipping & Delivery

 

Where does the item ship from?

We have EU, US and Asia warehouse so that we can ship your goods via shipment management system to make sure you will get the fast deliver.

 

What country does Hisome deliver to?

Items bought on our site can be shipped to Europe, Russia and the US.

 

How soon will my order be delivered?

We do our best to dispatch all orders as quickly as possible and you should expect your delivery within 12-18 working days from the date it was placed if you live in Europe. The time to deliver to the US may take 16-24 working days from the date it was placed.

Christmas is near, the shopping season has arrived, therefore, the delivery time will be extended and may exceed the time listed above. Please understand that.

 

What can I do if the tracking numbers you provided shows "info unavailable"?

If you have received the tracking number but can't find your delivery information, there may be a delay in the tracking system. Please wait patiently for a period of time (2-10 days). If your problem still can’t be resolved then, please contact us at support@hisomeonline.com.

 

What if I'm not home when my order arrives?

Our couriers provide 3 delivery attempts before taking the parcel to their depots, but we understand you can’t put your life on hold waiting for your items to arrive, that’s why you can follow the entire process of your order and know when your product will arrive.

 

What do I do if my order is late or even lost?

If your item does not arrive within the specified time, please email us at support@hisomeonline.com and we will carry out an investigation with our courier to find out exactly where your parcel is. We will try our best to solve your problem, if it is our fault, we’ll send you a new item or refund you. For reasons out of our control, please come to Terms & Conditions to find solutions.

 

What can I do if an item missing accessories?

If the item has missing accessories, please email us at support@hisomeonline.com in time, we will arrange a replacement as soon as possible.

 

Returns & Damages

 

How do I return an item?

Email us at support@hisomeonline.com if you want to return your item and post the item back to us at: 1100 Cranbury South River Rd, South Brunswick Township NJ 08831.

 

Can I return the item after received it?

Different goods have different policies about it. Items returned must be in their unused original condition with all Hisome item tags attached and any related accessories or instruction booklets included.

Incomplete, damaged, worn, soiled or altered returns, or anything Hisome reasonably believes has been used, will not be accepted and therefore sent back to the customer, especially for pet beds being used.

 

What do I do if my order has been damaged?

All items we send are fully insured. If in the unlikely event your order is damaged please email us immediately at support@hisomeonline.com.

If damaged please take photos of the parcel in the exact same condition it arrived to you and email them back to us. As soon as we receive photos we will send you a new item with no extra fee.

 

Promotions

 

How do I find products which are on promotion?

At Hisome we offer regular promotional savings. You can know these promotions by going to see our banner on the front page of our site.

 

Are there other ways to keep up with the latest deals and promotions?

You can keep in the loop by 'liking' our Facebook page and sign up to our news letter. We also have other surprises for you!

 

Contact us

 

For any questions you want to ask us, please email us at support@hisomeonline.com or call us at +086-18124553228, you can also contact us through Facebook and Instagram.