FAQs

Below FAQs are some common concerns of our customers before purchasing the items. If you have other questions, please fill in and submit the contact form. We will reply you within 24 working hours.

General

1. Can I place an order without registration?

To ensure proper usage verification and streamlined order processing, account registration is mandatory. Registered users benefit from:

  • Discounts or contractual pricing
  • Bulk/customized order facilitation
  • Credit Payment like Net 30, Net 45, etc. (need to apply at credit application)

Registration Process:

  1. Submit your professional profile via the Account icon (top-right navigation bar)
  2. Hongene reviews your profile within 1-2 business days
  3. Receive a password setup link via email to complete registration

For bulk/custom orders: Submit a contact form on the product/contact page for dedicated account management.

2. How long does account activation take?

Account activation follows a streamlined verification process:

  • Step 1: Submit registration details via the portal.
  • Step 2: Hongene conducts a compliance review (1-2 business days).
  • Step 3: Receive activation confirmation via email upon approval.

If no confirmation is received within 2 business days, contact service@hongene.com with your registered email for escalation.

3. How do I register a Hongene account?

Account registration follows a stringent verification process:

  1. Profile Submission: Provide professional details via the registration portal.
  2. Profile Review: Hongene verifies eligibility (1-2 business days).
  3. Account Activation: Set your password via a secure email link.

Note: One-time registration enables future bulk orders and customized requests.

4. How do I reset my password?

If you don't log in:

  1. Navigate to the login page (click the Account icon).
  2. Select “Forgot Password” next to the password field.
  3. Enter your account email and submit.
  4. Follow the emailed instructions to reset credentials.

If you have logged in:

  1. Click the Account icon to enter your account page.
  2. Click Information tab (on the left of PC or bottom of mobile).
  3. Click "Reset your password on login >>" to Navigate to Loggin page.

5. Will I receive my contracted price when ordering online？
  • Make sure that you have talked with our sales representative on organizing your account .
  • Contracted pricing is visible only when logged into your account.
  • For item-specific pricing adjustments, contact your assigned sales representative.

6. What payment methods are accepted?
  • Online Payments: Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, Google Pay.
  • Credit Payment (pay wthin certain days): Submit appilication form at credit application, or contact your sales representative.
  • Offline/Alternative Methods: Contact your sales representative or customer support.

7. How can I update my shipping address?
  1. Log into your account.
  2. Click the Account icon → Address tab.
  3. Edit and save changes.

8. Can I change the language or currency?

Supported Currencies: USD (currently).

Language Support:

  • Website: English only (currently).
  • Useful tip — Browser Translation: Use Chrome/Edge → Right-click → “Translate to [Language]”.

Order

1. Can I order from outside the US/Canada?

Direct Shipping: Currently limited to the US and Canada.

Global Inquiries: Contact regional offices:

Note: Orders with non-US/CA addresses may trigger risk alerts. Notify customer support immediately.

2. How do I place an order?
  • Provide an answer to the question here, with as much detail as possible to help your customers.

3. Why can’t I purchase certain items directly?
  • Custom/Bulk Items: Click “Customize or Bulk Order” on the product page to submit a request.
  • Out-of-Stock Items: Contact customer support for confirmation.

4. How do I confirm my order?
  • An automated confirmation email will be sent upon payment.
  • Verify order details under Account → Orders.
  • No confirmation email received? Check spam or notification folders or contact support.

5. How do I track my order?
  • Tracking numbers are emailed once orders are shipped.
  • Tracking numbers are also available in your order history.
  • Monitor delivery status via the carrier’s website or your account’s Order section.

6. Can I reorder previous purchases quickly?
  • Log in → “My Orders” → Click “Reorder” to add items to your cart.

7. How do I save products for later?
  • Click the heart icon on product pages to add to your wishlist.
  • Items in your wishlist won't be removed automatically.
  • You can share wishlists via the share icon in the wishlist section.

8. What if I have order-related questions?

9. How do I request an invoice?
  • Submit a request via the website form or email.
  • Contact your sales representative for expedited processing.

10. How do I request a quote or customization?
  • Submit the “Customization Form” on product pages or "Contact Form" on contact page, or contact your sales representative.

Product

1. Where can I access product documentation (SDS, CoA, etc.)?

Product documentation, including Safety Data Sheets (SDS) and Certificates of Analysis (CoA), is available as follows:

  • Step 1: Navigate to the target product's detail page.
  • Step 2: Scroll to the "Documentation" section/tab and download required files.
  • Missing documents? Email service@hongene.com with the product name and document type for assistance.

2. Why some products don't have price?

Reasons can be listed as follow:

  1. Product only supports customization.
  2. Product in a certain specification or bottle/tube is not available.
  3. Product in low demand needs to negotiate, due to the technic and cost.

3. How can I exclude price inquiry products?

To see only priced products, set "Hide inquiry items?" to "Yes" in the filters.

B2B

1. How do I obtain a B2B price for my account?
  • Submit a contact form → Discuss account with a sales representative.
  • Hongene tier your account.
  • Approved accounts receive tiered discounts visible upon login.

2. How do I place a credit order (pay within certain days)?

1. Submit and get approved for credit: Ensure you've submitted the credit application form and received approval. You'll be notified via email once approved.

2. Find the “Pay Later” button: After approval, the "Pay Later" button will appear below the "Pay Now" button in your cart (either the side cart or main cart page).

3. Place your order:

  • Use the "Pay Later" button to place orders using your credit line.
  • Use the "Pay Now" button to place orders requiring immediate payment.

Policies

1. Shipping Policy

Processing Time: 1-3 business days post-payment.

Delivery Time:

  • US: 3-8 business days (FedEx Standard).
  • Canada: 5-10 business days (excludes customs delays).

Note: Delays due to force majeure like customs, natural disasters, or strikes are beyond our liability.

Excerpt from Shipping Policy

2. Return & Refund Policy

Eligibility: Refunds/replacements issued only for defective, damaged, or misdescribed items.

Claim Submission:

  1. Submit evidence (photos, lab reports) within 14 days of receipt.
  2. Hongene reviews claims within 5 business days.

Approved Claims: Full refunds processed to the original payment method.

View more details at Return & Refund Policy

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