FAQs
What payment methods do you accept?
We accept payments via PayPal, Visa, MasterCard, American Express, JCB, Discover, and Diners Club debit/credit cards.
How long does delivery take?
Orders are processed on business days, Monday through Friday, excluding U.S. postal holidays.
Processing and shipping times may vary depending on order volume, product type, and delivery destination.
Please note:
Estimated Arrival Time = Production Time + Shipping Time
Shipping time begins once your order leaves our facility and is on its way to your address.
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us within 10 hours after placing your order at:
Please use the email subject line:
“Shipping Address Change”
Due to strict processing timelines, we cannot guarantee address changes after this period. Once an order has been shipped, the shipping address cannot be modified.
How do I track my order?
When your order ships, you will receive a confirmation email containing your tracking number.
You can use this tracking number to monitor your package online.
If your order contains multiple items, they may ship separately. Each package may have its own tracking number.
How do I change or cancel my order?
If you wish to change or cancel your order, please contact us within 10 hours of placing your order at:
Because our products are made-to-order, changes requested after this period cannot be guaranteed.
Orders that have already entered production, been processed, packed, or shipped cannot be canceled.
What is your return and refund policy?
Your satisfaction is important to us.
We do not accept returns or exchanges unless the item is damaged, incorrect, or defective.
If you experience an issue with your order, please contact us within 2 days of receiving your item at:
Please include:
- Your order number
- A clear photo showing the issue
- A photo of the package label or QR code, if available
Refunds or replacements may be provided after our team reviews and confirms the issue.
How do I return an item?
Please contact our support team before returning any item.
Because our products are made-to-order, we only accept returns, refunds, or replacements when there is a confirmed issue, such as:
- Damaged item
- Defective item
- Incorrect item received
- Wrong size sent by us
- Item significantly different from the order
Items returned without prior authorization from Huenia may not be eligible for a refund or replacement.
Customers are responsible for selecting the correct size and entering the correct shipping address before placing an order.
Why has my tracking status not been updated?
Tracking updates may occasionally be delayed. This does not always mean your package is not moving.
Possible reasons include:
- Delay between carrier scans and system updates
- Package not scanned until reaching a regional hub
- No updates while the package is in transit
Tracking information normally updates within a few days after shipment.
If your tracking has not updated for more than 10 days, please contact us at:
Our support team will assist you as soon as possible.
What should I do if my order has not arrived?
If your order has not arrived within:
- 30 days for U.S. orders
- 60 days for international orders
excluding processing time of 4–8 business days, please contact us at:
This policy does not apply to delays or lost packages caused by incorrect shipping information provided by the customer.
Need Help?
If you have any questions, please contact us:
Huenia
Email: support@huenia.com
Support Hours: Monday – Saturday, 7:00 AM – 5:00 PM