Asked Questions (FAQ)
Frequently Asked Questions
Welcome to the Hangwoous US LLC Frequently Asked Questions (FAQ) page. We have compiled answers to the most common questions our customers ask about our products, ordering process, shipping, returns, and more. If you cannot find the answer you are looking for here, please do not hesitate to contact our customer service team at ushangwoous@gmail.com or +84982843333.
Ordering and Account Questions
How do I place an order on hangwoous.store?
Placing an order is simple. Browse our product categories or use the search function to find the items you want. Select the desired quantity and any applicable options (such as color or size), then click “Add to Cart.” When you are ready to complete your purchase, click the cart icon, review your items, and click “Checkout.” You will be guided through providing shipping information, selecting a payment method, and confirming your order. You will receive an email confirmation once your order is successfully placed.
Do I need to create an account to place an order?
No, you may check out as a guest without creating an account. However, creating an account offers several benefits, including faster checkout on future orders, order tracking, access to your order history, and the ability to save multiple shipping addresses and payment methods.
I forgot my account password. How do I reset it?
Click the “Sign In” link at the top of our website, then click “Forgot Password.” Enter the email address associated with your account, and we will send you a link to reset your password. If you do not receive the email within a few minutes, please check your spam folder. For security reasons, our customer service team cannot reset your password for you or provide you with a temporary password.
Can I change or cancel my order after it has been placed?
We process orders quickly to ensure fast shipping. If you need to change or cancel an order, please contact us immediately at ushangwoous@gmail.com or +84982843333. If your order has not yet been processed by our warehouse, we may be able to modify or cancel it. Once your order has been shipped, changes and cancellations are not possible, but you may return eligible items in accordance with our Return and Refund Policy.
How do I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number and a link to the carrier’s tracking page. You can also log into your account and view your order history to access tracking information. Please allow up to 24 hours after receiving the tracking number for the carrier’s system to show updates.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover, JCB, and UnionPay), as well as Apple Pay and Google Pay. All payments are processed securely through Stripe. For more details, please review our Payment Methods page.
Is it safe to use my credit card on your website?
Absolutely. We use Stripe, a world-leading payment processing platform, to handle all transactions. Your payment information is encrypted and never stored on our servers. Stripe is PCI DSS Level 1 compliant, the highest security certification available. For additional security, we support 3D Secure 2.0 authentication.
Product Questions
What types of office products do you sell?
Hangwoous US LLC specializes in a wide range of high-quality office products, including coloring books for adults and children, copy and printer paper, multi-use paper, desk organizers and holders, journals and notebooks, and pens and pencils of various types. We are constantly expanding our product line, so please check back regularly for new additions.
Are your products eco-friendly or sustainable?
We are committed to environmental responsibility. Whenever possible, we source products made from recycled or sustainably harvested materials. Our paper products are acid-free and many are FSC-certified. We are continuously working with our manufacturing partners to reduce waste, minimize packaging, and improve the sustainability of our supply chain. Specific eco-friendly attributes are noted in individual product descriptions.
Do your notebooks and journals have acid-free paper?
Yes, all Hangwoous notebooks and journals feature acid-free paper that resists yellowing and deterioration over time. This makes them ideal for archival purposes, journaling, or any application where longevity matters.
What is the paper weight of your printer paper?
Our standard printer and multi-use paper has a weight of 20 lb (75 gsm), which is suitable for most everyday printing needs including documents, reports, and general correspondence. We also offer premium 24 lb (90 gsm) paper for professional documents, presentations, and double-sided printing where opacity is important. Check individual product listings for specific paper weight information.
Are your pens refillable?
Many of our pen collections feature refillable designs. For those models, we sell replacement ink cartridges separately. Product descriptions will indicate whether a pen is refillable and which refill type is required. Refilling pens reduces waste and saves money over time.
Do you offer samples of your products?
We do not generally offer free samples for individual consumers. However, for businesses, schools, or organizations considering a large bulk order, we may be able to provide sample units for evaluation. Please contact us at ushangwoous@gmail.com with details about your organization and the products you are interested in.
Can you recommend products for my specific needs?
Absolutely. Our customer service team is happy to provide personalized recommendations based on your needs. Whether you are looking for a particular type of notebook for bullet journaling, a desk organizer for a small workspace, or pens suitable for left-handed writers, please reach out to us at ushangwoous@gmail.com or +84982843333.
Shipping Questions
How long does shipping take?
Shipping times vary based on your location and the shipping method selected at checkout. For domestic orders within the United States:
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Standard shipping: 3-7 business days
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Expedited shipping: 2-3 business days
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Priority shipping: 1-2 business days
International shipping times vary significantly by destination, typically ranging from 7-21 business days. Please review our Shipping Policy for detailed information.
Do you ship internationally?
Yes, Hangwoous US LLC ships to many countries around the world. During checkout, you will be able to select your country from the shipping address options. If your country is not listed, please contact us – we may be able to accommodate your request. International customers are responsible for any customs duties, taxes, or fees imposed by their country.
How much does shipping cost?
Shipping costs are calculated dynamically at checkout based on the weight of your order, your shipping address, and the shipping method you select. We offer free standard shipping on domestic orders over a certain threshold (please check our website for current threshold). For international orders, shipping costs vary by destination and package weight.
My tracking information shows “delivered” but I did not receive my package. What should I do?
First, check with neighbors, family members, or anyone else at your address who may have accepted the package. Also check around your property – carriers sometimes leave packages in unexpected locations. If you still cannot find your package, please contact the carrier directly with your tracking number to open an investigation. Once we have confirmed delivery with the carrier, we are not responsible for packages that are stolen or misdelivered after delivery confirmation. However, we will do our best to assist you with the claims process.
Do you ship to PO boxes or APO/FPO addresses?
We ship to PO boxes within the United States via USPS. For APO/FPO addresses, we also ship via USPS, but please be aware that delivery times are significantly longer and tracking may be limited. Some larger items may not be eligible for PO box or APO/FPO delivery due to size restrictions.
Will I have to pay customs fees on international orders?
Possibly. When you order from outside the United States, your package may be subject to import duties, taxes, and fees imposed by your country’s customs authority. These charges are your responsibility, and we have no control over them. Customs policies vary widely by country, so we recommend checking with your local customs office before ordering. The amount you pay for your order on our website does not include these potential fees.
Returns and Refunds
What is your return policy?
We offer a 30-day return policy on most products. Items must be returned in unused condition (or with only reasonable inspection) and in the original packaging when possible. Some items are final sale and cannot be returned. For complete details, including exceptions and the return process, please review our Return and Refund Policy.
How do I initiate a return?
To initiate a return, contact our customer service team at ushangwoous@gmail.com with your order number and the reason for the return. We will provide you with a return authorization number and instructions. Do not ship your return without first obtaining authorization, as we may be unable to process your refund.
Who pays for return shipping?
It depends on the reason for the return. If you are returning because you changed your mind, ordered the wrong item, or no longer need the product, you are responsible for return shipping costs. If the return is due to our error (wrong item, significant defect, or damage), we will provide a prepaid shipping label. Please see our Return and Refund Policy for the complete breakdown.
How long does it take to receive a refund?
Once we receive and inspect your return, we process refunds within 3-5 business days. The time it takes for the refund to appear in your account depends on your bank or card issuer, typically 3-10 business days. We will send you an email confirmation when your refund has been processed.
I received a damaged or defective product. What should I do?
We are very sorry if you received a damaged or defective product. Please contact us immediately at ushangwoous@gmail.com or +84982843333 with your order number and photos clearly showing the damage or defect. We will arrange for a replacement or a full refund at no cost to you, including providing a prepaid return label if we need the damaged item back.
Can I exchange a product instead of returning it for a refund?
Yes, exchanges are available for defective, damaged, or incorrect items. For change-of-mind returns, we do not offer exchanges – you must return the original item for a refund and place a new order for the desired item.
Payment and Billing
When will my credit card be charged?
Your credit card is charged at the time you place your order, not when your order ships. This allows us to verify funds and begin processing your order immediately. If there is an issue with your order that requires cancellation, we will process a full refund.
Do you charge sales tax?
For orders shipped within the United States, we are required to collect sales tax in states where we have a physical presence (nexus). Currently, this includes Texas (our headquarters location) and any other states where we maintain inventory or other business operations. Sales tax is calculated automatically during checkout based on your shipping address.
What currency are your prices listed in?
All prices on our website are listed in United States Dollars (USD). If you are paying with a credit card issued in another currency, your bank or card issuer will convert the amount using their exchange rate, and you may be charged a foreign transaction fee. We recommend checking with your bank about these fees before ordering internationally.
Is my payment information secure?
Yes. All payment information is processed directly by Stripe using bank-level encryption. Hangwoous US LLC never sees or stores your full payment credentials. Our website uses TLS encryption for all data transmission. For more details, please see our Payment Methods page.
What is your policy on price adjustments if an item goes on sale after I purchase it?
We do not offer retroactive price adjustments or price matching. If you purchase an item and it goes on sale at a lower price after your purchase has been completed, we cannot refund the difference. We recommend waiting for sales on items you do not need immediately. However, if you are within your return window, you may return the original item for a refund and repurchase at the sale price, subject to our return shipping costs (which you would be responsible for).
Account and Privacy
How do you use my personal information?
We take your privacy seriously. We use your personal information only to process orders, communicate with you about your purchases, improve our products and services, and comply with legal obligations. We do not sell your personal information to third parties. Please review our Privacy Policy for complete details.
Will you share my email address with other companies?
No. We do not sell, rent, or trade email addresses or other personal information with third parties for their own marketing purposes. We may share information with trusted service providers (such as shipping carriers and payment processors) as necessary to fulfill orders, but these partners are contractually prohibited from using your information for any other purpose.
How do I unsubscribe from marketing emails?
Every marketing email we send includes an “unsubscribe” link at the bottom. Click that link, and you will be removed from our marketing email list immediately. Please note that even if you unsubscribe from marketing emails, we will continue to send you transactional emails related to your orders (such as order confirmations, shipping notifications, and return updates).
Can I delete my account?
Yes. If you wish to delete your account, please contact our customer service team at ushangwoous@gmail.com. We will verify your identity and then delete your account and associated personal information in accordance with our Privacy Policy. Please note that we may retain certain information as required by law or for legitimate business purposes, such as fraud prevention or tax compliance.
Technical Issues
The website is not loading properly. What should I do?
First, try clearing your browser cache and cookies. If that does not work, try accessing the site from a different browser or device. You can also check whether the site is down for everyone using a “down detector” service. If you continue to experience issues, please contact us with details about your browser, device, operating system, and any error messages you see so we can investigate.
I added items to my cart, but they disappeared. What happened?
Items in your cart are saved using cookies. If you clear your browser cookies, switch devices, or use a private browsing window, your cart may be emptied. We recommend creating an account so you can save items to your wishlist, which persists across sessions.
I did not receive my order confirmation email. What should I do?
First, check your spam or junk mail folder. If it is not there, please contact us at ushangwoous@gmail.com with your name and the email address you used to place the order. We can resend the confirmation. Also, please add ushangwoous@gmail.com to your address book or safe sender list to ensure future emails reach your inbox.
Wholesale and Bulk Orders
Do you offer discounts for bulk or wholesale orders?
Yes. We offer special pricing and terms for businesses, schools, non-profits, and other organizations placing large orders. Please contact us at ushangwoous@gmail.com with details about your organization and the products and quantities you are interested in. A member of our wholesale team will respond with a custom quote.
What is the minimum order quantity for wholesale?
Minimum order quantities vary by product. Some products may be available for wholesale with as few as 12 units, while others may require 100 or more. When you submit your inquiry, please specify the product(s) and quantity you are interested in, and we will advise whether that meets our wholesale requirements.
Do you offer customized products with my company logo?
Currently, Hangwoous US LLC does not offer custom printing or branding on our products. We may consider adding this service in the future. If you are interested in customized office products, please contact us with your requirements, and we may be able to recommend a partner or explore a custom arrangement.
Still Have Questions?
We are here to help. If your question was not answered on this page, please reach out to our customer service team:
Email: ushangwoous@gmail.com
Phone: +84982843333
Our team is available Monday through Friday, 9 AM to 6 PM Central Time, and Saturday 10 AM to 3 PM Central Time. We look forward to assisting you.
Hangwoous US LLC
5900 Balcones Drive Ste 100
Austin, TX 78731
United States