FAQ
Frequently Asked Questions (FAQ)
Last updated: October 2026
Welcome to Hexclon. Below you will find answers to common questions about ordering, payment, shipping, order tracking, returns, and refunds. If you need further assistance, please contact our customer service team at service@hexclon.com.
1. Ordering
Do I need an account to place an order?
No. You can place an order as a guest without creating an account. Creating an account may make it easier to access your order history and manage your purchases.
Can I change or cancel my order?
Please email service@hexclon.com within 12 hours of placing your order and include your order number and the details of your request.
We will make reasonable efforts to accommodate your request if fulfilment has not yet begun. However, a cancellation or change is not guaranteed once an order has entered processing, been packed, or been dispatched.
Approved cancellation refunds are normally submitted within 5–10 business days after approval. Your bank or payment provider may require additional time to process the refund.
For full details, please read our Cancellation Policy.
Can I change my shipping address after placing an order?
Please contact service@hexclon.com within 12 hours of placing your order and provide your order number and corrected address.
We will make reasonable efforts to update your address before fulfilment begins, but changes cannot be guaranteed once processing has started or the order has been dispatched.
Please review your shipping details carefully before completing checkout.
2. Payment
What payment methods do you accept?
The payment methods available for your destination are displayed at checkout. Available options may vary depending on your country, currency, device, and the payment services enabled on our store.
Please select an available payment method and follow the payment provider's instructions to complete your purchase.
What currency are your prices displayed in? Are there additional fees?
Product prices are displayed in the currency indicated on our storefront.
Before completing checkout, you can review your merchandise subtotal, applicable shipping charges, taxes collected at checkout where applicable, discounts, and final order total.
Your bank, card issuer, or payment provider may charge additional currency-conversion or international transaction fees. These charges are determined by your financial institution and may not be included in the displayed order total.
Is my payment information secure?
Payments are processed through Shopify and the payment provider selected at checkout. Your bank or payment provider may require additional verification before authorising a transaction.
For your security, never send your full payment card details, card security code, or payment passwords by email or telephone.
What should I do if my payment fails or I see a duplicate charge?
If a payment fails, check whether you received an order confirmation before attempting to pay again. You may also contact your bank or payment provider to confirm the transaction status.
A pending authorisation does not necessarily mean that a payment has been completed.
If you believe you have been charged twice, email service@hexclon.com with your order number, the dates and amounts of the suspected charges, and any relevant transaction references. Do not include your full card number or security code.
For more information, please see our Payment Information page.
3. Shipping and Delivery
How long does order processing take?
Orders are normally reviewed, packed, and prepared for dispatch within 1–3 business days, Monday through Friday, excluding public holidays.
Processing may take longer if additional payment verification, address checks, or inventory confirmation is required.
Processing time is separate from the estimated delivery time.
How long does shipping take?
The following are estimated transit times after dispatch. They do not include the initial processing period of 1–3 business days.
United States, Canada, United Kingdom, Australia, and New Zealand: 5–10 business days.
European destinations: 7–14 business days.
Other supported destinations: 10–20 business days.
These are estimates, not guaranteed delivery dates. Customs inspections, weather, carrier disruptions, public holidays, and other circumstances may affect delivery.
For complete details, please read our Shipping Policy.
How much does shipping cost?
Our standard shipping charges are based on the merchandise subtotal after discounts and before taxes.
Orders of USD $49 or more: Free standard shipping.
Orders below USD $49: USD $6.99 standard shipping.
If expedited shipping or another delivery option is available, its price and conditions will be displayed at checkout. All applicable shipping charges will be shown before you complete your purchase.
Where are orders shipped from?
Orders are fulfilled through our own or contracted fulfilment facilities, depending on product availability and delivery destination.
Some products may be dispatched internationally or shipped separately from different fulfilment locations. Shipping origin and carrier arrangements may vary by order. Domestic dispatch is not guaranteed unless specifically confirmed for your shipment.
How can I track my order?
Once your order has been dispatched and tracking information becomes available, we will send a shipping confirmation email containing the available carrier details and tracking number or link.
Please allow up to 72 hours after dispatch for the first tracking scan to appear.
If your tracking information has not updated after 72 hours, email service@hexclon.com with your order number.
You can also visit our Order Tracking page for assistance.
What should I do if my package is delayed?
If your package has not arrived within the estimated delivery timeframe, contact service@hexclon.com with your order number and tracking information, if available.
We will review the shipment status and contact the carrier when appropriate.
If a shipment is verified as lost in transit, we will work with you to determine an appropriate resolution, which may include a replacement or refund depending on the investigation outcome and applicable legal requirements.
What if my package is marked as delivered but I have not received it?
Please take the following steps:
Check your order confirmation to verify the delivery address.
Check your mailbox, porch, parcel locker, and other designated delivery areas.
Ask household members or neighbours whether they accepted the package.
If the package remains missing, contact service@hexclon.com within 7 calendar days of the carrier's delivery scan.
Please include your order number and relevant tracking information so we can investigate.
Will I need to pay customs duties or import taxes?
Depending on your destination, order value, and local regulations, international shipments may be subject to customs duties, import taxes, or other charges.
Where these charges are not collected at checkout, the recipient may be responsible for applicable charges in accordance with local law.
Any taxes or charges collected at checkout will be reflected in your order total.
4. Returns and Refunds
What is your return policy?
You may request a return within 30 calendar days of confirmed delivery.
For a standard change-of-mind return, the item should be unused, uninstalled, and in substantially the same condition as when received. Where applicable, please include the original product components, accessories, instructions, and protective packaging.
These standard conditions do not limit your rights regarding items that arrive damaged, defective, incorrect, or materially different from their description.
For complete details, please read our Return & Refund Policy.
How do I request a return?
Email service@hexclon.com and provide:
Your order number.
The name or description of the item.
The reason for your return request.
Clear photographs if the item is damaged, defective, incorrect, or materially different from what you ordered.
Our customer service team normally reviews return requests within two business days.
Please wait for return approval and instructions before sending anything back. We will provide the applicable return address and packing instructions.
Do not send returns to our registered business address.
Who pays for return shipping?
For standard change-of-mind returns, customers are generally responsible for return shipping costs, subject to applicable law and any different terms disclosed at checkout.
If an item is verified as damaged in transit, defective, or incorrectly supplied, Hexclon will provide an appropriate return or resolution arrangement at our cost where applicable.
The available resolution may include a replacement, refund, or another appropriate remedy in accordance with applicable law.
What should I do if an item arrives damaged, defective, or incorrect?
Please inspect your order as soon as reasonably possible after delivery and contact service@hexclon.com.
Include your order number, a brief description of the problem, photographs of the item and affected area, and photographs of the outer packaging and shipping label where available.
Please retain the item and its packaging while we review your request. We will assess the information and explain the available resolution options.
When will I receive my refund?
For an approved return, once the returned item has been received at the designated return facility and inspected where applicable, we will normally initiate the refund to your original payment method within 5–10 business days after approval.
Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
For approved order cancellations, refunds are normally submitted within 5–10 business days after approval.
Original standard shipping charges are refunded where required by applicable law or where the return results from our error, a verified defect, or transit damage, as applicable.
Can I exchange an item for a different product?
We do not offer automatic exchanges as a separate standard process.
If you want a different product, you may request a return for the original item, subject to the applicable return conditions, and place a new order once the return arrangements have been confirmed.
If your item is damaged, defective, or incorrect, please contact us before placing another order so we can review the appropriate resolution.
5. Customer Service
How can I contact Hexclon?
For questions about orders, payments, shipping, returns, or refunds, please contact us using the details below.
Brand: Hexclon
Website: https://Hexclon.com
Store Operator: Hefei Kali E-commerce Co., Ltd.
Legal Entity: Hefei Kali E-commerce Co., Ltd.
Registered Address: Room 301, Building 12, Haizhou Jingxiu Shijia, at the Intersection of Tongda Road and Linquan Road, Yaohai District, Hefei, Anhui Province, China
Unified Social Credit Code / Tax Identification Number: 91340102MADBFB4M83
Legal Representative: Gao Rongrui
Customer Service Email: service@hexclon.com
Customer Service Phone: +1 6292461172
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM (GMT+8)
For order-related enquiries, please include your order number and the email address used at checkout.
Where can I find more information about your store policies?
Please review the relevant policy for complete terms and conditions:
Shipping Policy
Return & Refund Policy
Cancellation Policy
Payment Information
Order Tracking
Hexclon's policies are subject to applicable laws and regulations. Nothing in these FAQs is intended to exclude, restrict, or override mandatory consumer rights that cannot lawfully be waived in your place of residence.
Thank you for choosing Hexclon. We appreciate your trust and look forward to assisting you.