FAQS

How can I place my order?

To place an order:

Add the desired items to your shopping cart. You can choose whether you want to complete the order process via our website checkout or via PayPal. If you wish to continue with the website checkout, click on the green “Checkout” button on the right-hand side of the screen. If you wish to proceed via PayPal, please click on the PayPal button. You will be redirected to our customer information page. You will be asked to enter the following: Email address Name Address If you have a valid discount code, you can enter it in the “Discount” field on the right side of the screen. Don't forget to click the “Apply” button to have your discount calculated and applied to your order. Continue by clicking on the 'Proceed to shipping method' button. Make sure you have entered the delivery address correctly (if different from your billing address). Once everything is completed, click on “Proceed to payment method”. You will need to enter your payment details. You have the option to specify that the shipping and billing details identisch sind, falls zutreffend. Nachdem Sie das Formular abgeschlossen haben, klicken Sie auf die Schaltfläche "Bestellung abschließen". Sie gelangen zu einer Seite mit einer Bestellzusammenfassung sowie einer Bildschirmbestätigung, sowie einer zweiten Bestätigung per E-Mail. Sollten während des Checkout-Prozesses Schwierigkeiten auftreten, zögern Sie nicht, unseren Kundenservice per E-Mail unter support@heagu.com zu kontaktieren.

hat if items are missing or the wrong products are included when I receive my order?

For missing or incorrectly shipped items, please contact us at support@heagu.com.

. Please include your transaction reference number (order number) and send us proof (file size should be less than 1 MB). We will gladly resend you the correct item at no extra cost, and we will not ask you about the incorrectly shipped item! You may keep it as a gift from us.

How do I know that my order has been sent successfully?

You will receive an email confirmation with the order number and details of your purchase.

I would like to change the items I ordered. What should I do?

A change to your order is possible no later than 23:00 (PDT, -7 GMT) on the same day the order was placed. You can contact us via support@heagu.com to request a change.

How do I add items to my shopping cart?

To add items to your shopping cart:

Navigate to the page of the desired item and then select your preferences. When you click on the “Add to cart” button, you will be taken to your “Shopping cart” page. Enter the quantity of the item you wish to order by using the “Quantity:” field next to the image of the item. Once you have entered a quantity, you can continue shopping or complete your order. How can I see what is in my shopping cart?

To view the contents of your shopping cart, click on the shopping cart icon at the top of the website page. Once you click on this icon, you can easily change the number of items in your shopping cart by updating the quantity listed. You can also delete any item in your shopping cart by clicking on the “Remove” link at the bottom of the quantity list.

How do I remove items from my shopping cart?

First click on the “shopping cart” icon in the top right-hand corner of your computer screen. This will allow you to view all items currently in your shopping cart. Once you have identified the item you wish to delete, click on the “Remove” link at the bottom of the quantity list. This will automatically remove the item and the page will refresh to reflect your changes.

How do I change the quantity of a particular item in my shopping cart?

First, click on the “shopping cart” icon in the top right corner of your computer screen. This will allow you to view all items currently in your shopping cart, as well as the quantities you have selected for each item. To change the quantity of an item in your shopping cart, move your cursor to the “Quantity” field for that item and enter the desired quantity. Once you have done this, the quantity and associated dollar amount (if applicable) will automatically update and display the correct amount for both the quantity and cost on the right side of your screen.

Which browsers are recommended for this website?

Google Chrome, Safari, Firefox, Internet Explorer

What payment options are available?

We accept five types of major credit cards (MasterCard, Visa, American Express, JCB and Discover), as well as PayPal.

How do I pay with PayPal online?

PayPal is the easiest way to pay online. When you have finished adding items to your shopping cart and want to complete your transaction, you can click on the “PayPal” button. You will be redirected to the PayPal website. Make sure you fill in the correct details for quick and hassle-free payment processing.

How do I use a discount code?

To use a promotional code, please follow these steps:

Select the item you wish to order and then click the green “Checkout” button. You will then be redirected to our customer information page. Fill in the required information. You will see a “Discount” box at the top right of the page. Enter the discount code and then click on “Apply”. Verify that the discount has been applied and is valid by viewing it in the breakdown below.

What is your return and exchange policy?

Please refer to our returns policy regarding returns. Our customer service is open around the clock. We will respond to your request as soon as possible.

How do I return an item?

You can contact us via our support channel support@heagu.com for more information.

What is your cancelation policy?

Cancellation of an order is allowed until 23:00 (PDT, -7 GMT) on the same day at the latest. After that, no more cancelations will be processed. You can contact us via support@heagu.com to request a cancellation.

Is it safe to order online?

Yes, we take great care with the information you provide to us when ordering through our online store (or by any other means). The server that hosts our store encrypts the transmission of all credit card and personal customer information using the Internet standard SSL (Secure Sockets Layer) protocol.

Is it safe to use my credit card on your website?

To ensure a secure payment process, our website uses a credit card processor for a reliable and secure internet payment gateway, with all data encrypted using AES-256.

Will my personal information be kept private?

All information you share with us is private and confidential. At no time will we share, rent or sell your personal information without your consent, unless required by law.

How do I cancel an order?

If you need to cancel an order, please contact customer service and state the reason for the cancellation. Customer Service will assist you based on your situation.