Shipping & Returns

Shipping FAQs

Where is my stuff?

You can check your order status with the tracking number and link, which will be available in the confirmation email you receive once the order ships. If you are experiencing any delivery issues, please contact us at 1-800-848-4980 for further assistance.

When are orders shipped?

All in-stock merchandise is normally shipped from our warehouse within 2-3 business days of placing your order (excluding holidays and weekends). If an item is unavailable, you will be notified.

Do you offer free shipping?

Free shipping is available for orders of $50 or more, after discounts and before taxes.

If you're ordering in bulk from our Bigen Professional section, available only to licensed professionals, free shipping is available for orders of $90 or more, after discounts and before taxes.

Where do you ship from?

All orders ship from the Bigen warehouse in Cypress, California

Where do you ship to? Do You ship internationally?

We are only able to ship within the contiguous United States (excluding Alaska and Hawaii). We are unable to ship to P.O. Boxes.

Where do I find my tracking number?

Once you place an order you will receive two emails. The first is your order confirmation the second is your shipping confirmation. You can find your tracking information in the second email, once it has been shipped.

Returns FAQs

What can be returned?

Most unopened, unused merchandise purchased directly from our website can be returned within 30 days of receipt, with original proof of purchase. You will be refunded on the purchase value of the returned items, plus applicable tax. We are unable to refund any shipping cost that had been paid on the order, or provide you with a return shipping label.

What cannot be returned?

We do not accept returns on any used products. We do not accept returns or give refunds on products that are listed as specials or discounted. We do not reimburse shipping and handling fees.

How do I return a purchase?

Just follow these easy return instructions:

1. Re-pack the item in the original manufacturer's packaging and shipping box. Secure all items well.
2. Please be sure to include all items that you are requesting reimbursement.
3. Print out, complete and enclose our customer return form. Retrieve your order number from your order confirmation email or packing slip.

Please send to:
Attn: Returns Department
Hoyu America Co
6265 Phyllis Dr.
Cypress, CA 90630
Fax: 714-892-0707

Please Note:

• We encourage you to protect yourself from loss or theft by insuring the return shipment.
• We do not reimburse return shipping fees.
• We regret that we will not be able to issue a credit or refund for any items that are damaged or lost in shipping.

Order FAQs

Can I cancel my order once I place it?

Once you have received your shipping confirmation email and/or tracking number, it means the order has been shipped and can no longer be cancelled. If you have not received a shipping confirmation and/or status shows “Unfulfilled,’ please contact 1-800-848-4980 for further assistance.

Can I change my order once I place it?

It is not possible to change your order after it has been submitted. The transaction takes place so quickly that it is not possible to handle changes. We suggest that if you wish to increase quantities or add items that you enter another order.

Where can I find my tracking number?

After you place an order you will receive two emails. The first is your order confirmation. The second is your shipping confirmation, which you will receive once your order has been shipped. You can find your tracking information in the second email. You can also sign up to receive text message updates of your order's status in your order confirmation email.

Please Note

We reserve the right at any time after receipt of your order to accept or decline your order. We reserve the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. All orders placed are subject to additional credit verification. We may also require additional verifications or information before shipping any order. This website does not accept orders from dealers, wholesalers, or other customers who intend to resell items offered on this website. We reserve the right to limit the quantities of items that can be purchased. If you have any questions concerning your order, you may contact us as identified in the "Contact Us" section of this website.

MISSING/LOST PACKAGES, DAMAGED/STOLEN ITEMS

In order to prevent fraudulent claims, we cannot be responsible for packages after listed as "Delivered" by the carrier delivery service. If your package is stolen/lost or damaged by the carrier, we cannot replace the items. All lost packages are the responsibility of the carrier. Please contact the carrier to resolve any shipment issues. If you are able to provide a claim number and detailed information, we may be able to further assist in this matter; otherwise, we only have the capacity to track your package.