Damaged, Undelivered, or Lost Package(s)

The company is expressly responsible for finding a solution,

HOWEVER

It is the customer’s responsibility to file a report to Hsu’s customer service department if your package is damaged/undelivered/lost. Hsu’s will investigate and file claims when applicable. (Claims will not be accepted after 10 business days from your order date)

The claims process:

  1. Customer reports package issues via email or phone by providing package information (order #, recipient’s information, damaged items and Qty.).
  2. Customer service agents may ask for picture evidence to show the nature of the package. Send pictures by email to info@hsuginseng.com using your order number as the subject (e.g. RTL123456)
  3. Hsu’s may take 1~2 business day to complete the filing.
    Express company usually takes 7 ~ 10 business day to process the investigation. During the investigation, Hsu’s customer service representatives may take the following actions:
    • Call the recipient to inquire about the package status.
    • Check the package status on the matching shipping address.
    • Reclaim the package back to Hsu’s Quality Assurance center.
  4. Upon Claim approval, Hsu’s will honor a replacement order or a refund.
  5. Upon Claim denial, Hsu’s will offer reasonable compensation. Additionally, Hsu’s will help recipient to reopen the claim and continue filing.
  6. After a claim is settled, Hsu’s will provide a return label if the damaged product needs to be collected.

Additionally, a customer may file claim by their own, Hsu’s will provide document support as best as we can.

 
 
 
Wrong item / Missing item

If recipient received the wrong product or less than what was expected, please contact Hsu’s customer service within 7 business days after package delivered. Please provide you Order Number (RTL123456), Recipient’s name, contact information (phone or email), and the SKU# for wrong item/missing item.
It will take 1~3 business days for Hsu’s to process the investigation. After the investigation is settled, Hsu’s will contact the recipient. A replacement order or refund will be offered. Additionally, Hsu’s will provide a return label if any products need to be collected.

 
 
 
Quality Issues

The following circumstances are acceptable Quality Issues:

  1. Expired products or products that will expire within 90 days - and the product expiration date is neither reported by a sales representative nor by Hsu’s official website (This exclude all clearance products with a posted expiration date).
  2. You receive a food item that is spoiled or contains visible mold. The item must be reported within 10 days of ordering with supporting pictures to make a claim for spoiled or moldy food items.
  3. Appliance deficiency. If the appliance is Dead-On-Arrival (DOA) it will be in consideration for a Quality Issue. Technical problems or functional problems will not qualify.

For Quality Issues, please contact Hsu’s customer service within 30 business days of order submission. The investigation process will take 1~ 3 business days.
Customer service agents may ask for picture evidence to show the nature of the package. Send pictures by email to info@hsuginseng.com using your order number as the subject (e.g. RTL123456)
After an investigation is concluded, Hsu’s will contact the recipient to offer a replacement order or a refund. Additionally, Hsu’s will provide a return label if necessary.

 
 
 
Return and refund

Only packages are damaged by the express company are not subject to refund or return through our claim process.

1. Opened products will not be accepted for returns or refunds except when a quality issue occurs. Hsu’s suggests using our product samples prior to opening items such as skin and beauty care products. Customers are encouraged to call Hsu’s Customer Service department for more information regarding function, size, and volume capacity before purchasing any appliances.
For web orders, we assume that our customers have full knowledge of the products they are purchasing. More information may also be found on our website under that product’s listing.

2. Special Products.
Special products will not be considered for any returns or exchanges after the order is processed. Customers may call Hsu’s Customer Service department to inquire or read product information on our website before purchasing any special products.
Special products List:
• Wild Aged Deluxe Pack. (All size options for SKU#’s: 342, 343, 345)
• Wild Aged Ginseng. (All size options for SKU#’s 350, 352, 354)
• Bird Nest. (All size options for SKU#’s 720, 734, 735, 760)
• Low Grade Ginseng. (All size options for SKU#’s 328, 128)
• Snow Oil. (SKU# 0849)
• Fresh Ginseng. (All sizes, including cultivated fresh and wild fresh)

3. Dried Packaged Ginseng (excluding Wild Dried Packaged Ginseng) and Supplements.
Unopened Dried Packaged Ginseng or Supplements may be refunded or returned within 30 days of receiving the product. Contact Hsu’s customer service to request a return ID.
Customers will return the package and will pay their own postage. Please indicate the Order Number and the return ID in the return label information for faster processing.
Any return or refund will be processed within 2~ 4 business days upon receiving the package. Credit Card Refunds will take 7 ~ 10 business days.
The restocking fees and the return postage policies are as follows:
Return Postage: Customer is responsible for paying return postage.
Restocking Fee: 0 ~10 % basing on the return product’s condition.
*Customers are encouraged to take pictures of items to be returned in the event that the package is damaged during the delivery. Please send any picture evidence to info@hsuginseng.com. Please indicate the Order Number and the Return ID in that email.
*Hsu’s will provide pictures if return products are damaged during the delivery and charge restocking fee basing on the product condition. Claims may be filed with the shipping company in the event of damaged packages and products.

4. Seafood and Chinese Herbs.
Refunds or returns for unopened seafood and herb products are accepted if a claim is filed within 10 days of receiving the product. Contact Hsu’s customer service to request a return ID.
Customers are responsible for paying postage on Seafood and Chinese Herb returns. Please indicate the Order# and return ID in the return package.
Any return or refund will be processed within 2~ 4 business days upon receiving the package. Credit Card Refunds will take 7 ~ 10 business days.
The restocking fee and the return postage policy are as follows:
Return Postage: Customer is responsible for paying return postage.
Restocking Fee: 0 ~10 % basing on the return product’s condition.
*Customers are encouraged to take pictures of items to be returned in the event that the package is damaged during the delivery. Please send any picture evidence to info@hsuginseng.com. Please indicate the Order Number and the Return ID in that email.
*Hsu’s will provide pictures if return products are damaged during the delivery and charge restocking fee basing on the product condition. Claims may be filed with the shipping company in the event of damaged packages and products.

5. Cosmetics.
Unopened cosmetics may be returned and/or refunded if a claim is filed within 30 days of receiving the product. Customer may contact Hsu’s customer service to request a return ID.
Customers are responsible for paying postage on Cosmetics returns. Please indicate the Order# and return ID in the return package.
Any return or refund will be processed within 2~ 4 business days upon receiving the package. Credit Card Refunds will take 7 ~ 10 business days.
The restocking fee and the return postage policies are as follows:
Return Postage: Customer need to pay the return postage.
Restocking Fee: 5 ~15 % based on the return product’s condition.
*Customers are encouraged to take pictures of items to be returned in the event that the package is damaged during the delivery. Please send any picture evidence to info@hsuginseng.com. Please indicate the Order Number and the Return ID in that email.
*Hsu’s will provide pictures if return products are damaged during the delivery and charge restocking fee basing on the product condition. Claims may be filed with the shipping company in the event of damaged packages and products.

6. Appliances.
Refunds or returns on unopened Appliances are accepted within 10 days of receiving your item(s). (An appliance will be considered “opened” when the seal is broken)
Opened appliances will not be accepted for refunds or returns unless a Quality Issue is present.
Customer may contact Hsu’s customer service to request a return ID.
Customers are responsible for paying postage on Cosmetics returns. Please indicate the Order# and return ID in the return package.
Any return or refund will be processed within 2~ 4 business days upon receiving the package. Credit Card Refunds will take 7 ~ 10 business days.
Return Postage: Customer need to pay the return postage.
Restocking Fee: 5 ~15 % based on the return product’s condition.
*Customers are encouraged to take pictures of items to be returned in the event that the package is damaged during the delivery. Please send any picture evidence to info@hsuginseng.com. Please indicate the Order Number and the Return ID in that email.
*Hsu’s will provide pictures if return products are damaged during the delivery and charge restocking fee basing on the product condition. Claims may be filed with the shipping company in the event of damaged packages and products.
Or customer may see appliance warranty details at Appliance Warranty.

7. Clearance products.
All clearance products are marked down to signify their expiration date. Returns, exchanges, and/or refunds will not be accepted unless a Quality Issue is present.

 
 
 
Appliance Warranty (Limited, Manufacturer or Vendor)

Upon receiving the appliance, if the product will not function as intended (does not produce heat, power button isn’t working, etc.) Hsu’s will treat that instance as a Quality Issue. Other technical problems or functional problems are not Quality Issues. Customers may call the manufacturer for more information.
Suppliers may provide a one-(1) year warranty starting from the day of purchase. The contact number for any supplier can be provided by a Hsu’s customer service representative. Customer pays for the cost of parts if the appliance requires replacement parts. Cost incurred for replacement parts provided by manufacturer and/or vendor are the customer’s responsibility.
A service fee will be administered if an appliance is sent to a maintenance center after the warranty has expired.
Inquiries regarding any functional issues can be sent to the original manufacturer. In the event that a product must be reclaimed by the manufacturer for repairs or troubleshooting, whether within or without warranty coverage, the customer is responsible for any shipping fees associated with servicing those issues.

 
 
 

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