Frequently Asked Questions

SHIPPING

Q: Where do you ship to?
A: We currently ship only to the USA.

Q: What type of shipping service do you offer?
A: The shipping service we offer is called Standard Shipping, and it is based on China EMS (ePacket) shipping.

Q: Will I be notified once the order processed?
A: Yes, you will be notified via email.

Q: What is the estimated delivery time?
A: The estimated delivery time is between 7 to 21 business days assuming 1-5 business days of order processing.
Usually, the products arrive to the customer after two weeks from the moment the order had been processed.

Q: Will you compensate me if the product arrives in late (more than 21 business days after the order had been processed)?
A: Our goal is to keep you happy and satisfied. Upon order submission, we will do our best to proactively prevent any delays. However, delays may occur whether we can control them or not (e.g., Extreme Weather). That said, we are willing to compensate you with a 25% off coupon code you may use for a future purchase. (Notice that the coupon may be limited to a specific item/collection and/or limited with time).

Q: Do you charge for Shipping?
A: Yes, we do charge for Shipping. The cost of Shipping is based on the amount/type of products. A total Shipping cost summary will be displayed on the Checkout screen. However, if your order equals to $50 or more you will be eligible for free shipping, just select the Free Shipping option when you checkout. This is a HUGE BENEFIT! Keep that in mind and take advantage of it. Also, sometimes we have special promotions for specific products where we do not charge for Shipping. In that case, there will be an explicit comment about that benefit in the relevant product description. We recommend that you subscribe to our Newsletter list and be the first to know about our exclusive promotions!

Q: From where do you ship the products?
A: The products are shipped from our partner's warehouses in China.

Q: Why did I get only some of the products I ordered?
A: Products may be shipped separately from different warehouses so stay tuned, and you will get the remaining products very soon.

Q: Can I cancel an order?
A: Sure, as long it hasn't been processed yet. If it has already been processed, you may submit a return request instead (for more details, please refer to the PRODUCT RETURNS section below).

Q: How can I cancel an order?
A: To cancel an order, contact our support team with an order cancellation request. Mention if you wish to cancel the whole order or just a specific product or multiple products. The support team will review the order status, and if it hasn't been processed yet, they will issue a refund for the order/product/products in question.

TRACKING AN ORDER

Upon order processing, you will get a tracking number via email which you can use to track your package at any time via the following link: https://www.hoockoo.com/apps/tracktor/track

Please contact the support team in case you are encountering issues, and we will be glad to assist you. Happy buying! 

WRONG PRODUCT \ DAMAGED PRODUCT

Q: I got a wrong \ damaged product. What should I do?
A: We are doing our best to prevent such issues from occurring but sometimes we may make mistakes. If it happens, please do the following:
Send an email to our support team. To do so, (1) click on the Help Button (the question mark button in mobile devices) or (2) send an email to support@hoockoo.com and describe the problem. In both scenarios, please make sure you provide us with all the relevant details including the order number, product and a detailed description of the problem. We will send you instructions what to do, but in general, there are two options: (1) You may ship the wrong/damaged product back to us. For more details about our business address in the US, refer to the BUSINESS ADDRESS section below. (2) You can ask for a partial refund and keep the product to yourself. The exact amount of refund will be discussed on a case by case basis. If you decided to go with option 1, you would need to pay for the shipping to return the product to us. We will examine it, and if indeed the product is wrong or damaged we will replace it with the correct product or issue a refund (including for the shipping fees that you paid when you sent it back to us).

CUSTOMER SUPPORT SERVICE

Q: What are your customer support service hours?
A: Our support service hours are Monday to Friday from 9 am to 5 pm CST excluding US holidays.
If you contact us after working hours (via email or phone), we will get back to you on our first availability on the following business day.

Q: How should I contact the support team?
A: You may contact the support team by doing the following:
(1) Click on the Help Button (the question mark button in mobile devices), fill out the form and submit it. (2) Send an email to support@hoockoo.com. Both options (1 and 2) will open a support ticket in our support ticketing system. (3) Call us at (469) 626-6644.

Please notice the preferred options to contact us would be 1 or 2 because this way you may send us also a picture of the problematic product. Later on, if needed, we may call you to further discuss the issue over the phone.

In all scenarios, we will try to get back to you as soon as possible. Usually, it will be by the end of the same business day. In any case, we guarantee to get back to you within 24 hours. If we cannot meet this goal, we will provide you with a 5% Off coupon code you may use for a future purchase. (Notice that the coupon may be limited to a specific item \ collection and \ or with time).

Q: Is there specific information you need us to report when contacting your support team?
A: Yes, to be able to respond to you fast and be efficient, please make sure you provide us a detailed description of the problem. Provide us with all the relevant details including the order number, the product(s) in question, a clear picture of the product where you can show the problem.

PRODUCT RETURNS

Q: What if I've changed my mind and I don't want the product, can I return it to you and get my money back?
A: Yes, as long as you meet the following conditions:

1. The product is not a gift card.
2. You contacted our support team with a return request within 30 days since you got the product.
3. You can provide a receipt or proof of purchase.
4. The product must be unused and in the same condition that you received it.
5. The product must be in the original packaging.
6. As part of the process, you will be requested by the support team to send the product to us, and you will need to pay the shipping fees. Note that you won't get a refund for the shipping fees. Not when we first shipped it to you nor when you return it to us. For more details about our business address in the US, refer to the BUSINESS ADDRESS section below.
7. The product will be examined by us, and if the return request is approved, we will issue a refund which you will see within several days. In any case, you will be notified by the support team if the request is approved or not. You will also be notified when a refund is issued.

BUSINESS ADDRESS

Q: What is your business address in the US in case I want to return a product, damaged or wrong product? 
A: Our business address is:
Kovach Digital Marketing
[Re: Hoockoo Superstore]
4261 E University Dr
Ste 30-205
Prosper, TX 75078

At any time, please feel free to contact our support team with any question you may have before or after placing your order. We will be glad to assist you.