FAQs

Orders & Payments

1、How can I contact HSIA regarding orders, products, & other business questions?

Feel free to send us a message at service@hsialife.com if there’s anything on your mind you can’t find the answers on our website!

2、When will I receive my order?

Domestic: Once your order leaves our warehouse, you can expect to receive it within 5-12 business days (depending on your location of residence).
International: Tricky question! It really depends on your chosen shipping method. Please allow up to 5 weeks for international shipping to US, Canada, due to ongoing COVID-19 restrictions, customs declaration, and other factors.
*Due to low staff and transportation difficulties surrounding COVID-19, shipping carriers worldwide are experiencing delays. Thank you for your patience!

3、How can I check the status of my order?

After you placed your order, we sent you a confirmation email/text message with your purchase (depending on which of the two you chose to give us during checkout). If you didn’t hear from us or can’t find the email, please contact us at service@hsialife.com

4、Can I cancel or modify (all or part of) my order after it is placed?

Much of our fulfillment system is automated, so once an order has been placed, you have one hour window to contact us at service@hsialife.com during operating hours (8am-5pm PST, Monday to Friday) to modify or cancel the order.
*Since we start to process your order shortly after it is placed, in many cases it is not possible to change or modify. But we will do our best to accommodate any changes within this one-hour window. Please understand however that this is not always ‘possible’.
If you are unable to cancel within that time frame, you may return or exchange your order after you receive it.

5、Didn’t receive an order confirmation or shipping notification?

As long as you entered your correct email or cell phone number, you should have received an order confirmation from us when you completed your order. If you placed your order using your email address, make sure you check your junk/spam folder too!
If you did not receive an order confirmation, please reach out to us at service@hsialife.com.
Please note: some email servers (163/126/QQ) are known to have issues with receiving emails from us. Please reach out to us and provide another email address to ensure future communication.

Sizing

1、What size am I?

Fit and sizing can be tricky when shopping online. We totally feel you! We’ve tried our best to create a helpful size chart, which you can find on each product page.

2、What if the size I order doesn’t fit me?

We’ll take care of it, of course! Your satisfaction is our priority. Please reach out to us at service@hsialife.com.

Shipping

1、Why is my order shipping in multiple packages?/I only received my partial order, where are my other purchased items?

Occasionally, some items are so popular that we have trouble keeping them in stock they get backordered. Rest assured, you’ll have everything soon; but in some cases, to make sure you get your order ASAP we ship items separately upon availability. We apologize sincerely for any delays!

2、Can I ship to multiple addresses?

Unfortunately, we are unable to ship items on a single order to multiple addresses at this time. We recommend placing separate orders for each address.

Returns & Exchanges

1、What is your return & exchange policy?

Please check out our Returns & Exchanges page: 

https://www.hsia.life/pages/returns-exchanges

2、How and when will I receive a refund for my return?

Once we receive your return at our warehouse, we will issue a refund to the original payment method used when you placed your order. Typically, you’ll receive the refund within 10–20 days after your return is received.