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شركتي
- 3575 Fake Buena Vista Avenue
- +1 555-555-5556
- info@yourcompany.example.com
Frequently asked questions
Here are some common questions about our company.
| Hi, orders can be tracked after being shipped out in "My orders". Track Your Shipment Shipped orders can be monitored in the "My orders" section. Real-Time Updates Tracking details refresh automatically after your package arrives at the next regional sorting facility (typically within 1-2 business days). Also, there will be an email sent out regarding tracking info for your order, you can also use the order tracking number to check on the shipping company's sites. Tips: • WhatsApp links provide fastest response (<15 mins avg.) • Always include your tracking number when contacting couriers |
| Thank you for reaching out regarding the tracking status of your order. Please note that usually there is no delay for your orders. Tracking Insights Real-Time Updates: Tracking information refreshes automatically at each logistics checkpoint. Common Transit Pauses: If updates pause temporarily, this typically means your package is en route to the next regional facility (updates resume within 24-48 hours). Final Mile Visibility: Detailed delivery timelines will appear once the parcel reaches your local distribution center. Recommended Action We kindly suggest monitoring your tracking page until the Estimated Delivery Date (ETA). Escalation Path If the package remains undelivered 48 hours after ETA, please immediately: Contact our Customer Support Team Reference Order #: [Your_Order_Number] We'll initiate a priority investigation for you. |
| Hi there! Thanks for choosing Haaatly Delivery Timeline Formula Here is the details of shipping time：
Note: Delivery time= Processing time + Shipping time For more details, please click on this page: Shipping info If you have placed an order, you will receive an email with tracking info of the order, including the tracking number, then, you can track on the shipping company sites: |
| If an item is missing from your package, it may have shipped separately. Check My orders. Entire item(s) is missing If you received your shipping package but [some or all] of the items are missing, do the following: 1. Go to My orders and check if the missing item(s) are in another shipment. 2. If the missing item(s) are within the shipment of the package received, please feel free to contact our customer service for further assistance. Note: here is some info needed: 1. picture of the whole outer package, including the shipping label 2. SKU or item ID or picture of the missing item We will check the information with our warehouse first. Part of an item is missing (missing accessories) Double check to confirm that the part is missing from the product packaging. If you can't find it, please feel free to contact Customer Service for assistance. Note: here is some info needed: 1. picture of the item package with SKU code shown 2. picture showing the missing part of the item Entire shipping package is missing If the tracking info shows as delivered but you can't find the package, go to Delivered but not received for more information. |
Don’t worry! If you haven’t received your package yet, please try the following before contacting customer service:
1. Check that your delivery address is correct in "My orders" on the Haaatly website or app.
2. Look around your home, mailbox, garage, or lawn—packages are sometimes placed nearby.
3. Ask family members, neighbors, or building staff if they accepted the package on your behalf.
4. Check your phone and email for any delivery notifications or failed delivery attempts.
5. Wait 48 hours—sometimes packages show as delivered up to 2 days before arrival.
If you still can’t find your package, please contact the carrier directly. If you need further help, reach out to our customer service team.
| Refund timelines based on your chosen method, for more details, please refer to "Refund policy". Key Notes ✓ Return Inspection First: Refunds start only after Haaatly receives and checks your returned item. ✓ Bank Delays: Card refunds may take longer due to your bank's processing (contact them if >14 business days). ✓ Track Return: Use the shipping receipt to confirm delivery to SHEIN's warehouse. If Delayed ✓ Check Wallet or Bank Statement for pending transactions. ✓ Contact SHEIN Customer Service with: • Order number • Return tracking number (if return for refund) Pro Tip: Always keep your return shipping receipt until refund clears! Note: If there is no official return receipt provided by the courier, please keep ①the messages from the courier proving the return parcel is collected; ②the parcel sticker attached on the return parcel. |
Tracking Status Insight:
It's common for tracking information to show no updates during transit. This usually means:
Your package is en route to the local facility
Updates appear only at scanning points
Real-time status refreshes upon reaching local centers
Our Recommendation:
✓ Please wait until the estimated delivery date (ETA)
✓ Check for updates every 24-48 hours
Pro tip: Enable push notifications in SHEIN app
If Delays Occur:
• Tracking page will show live updates
• You'll receive email/SMS alerts
When Locally Arrived:
Contact the courier directly for:
✓ Precise delivery windows
✓ Special arrangement requests
| We’re very sorry to hear that you received a defective item. To help you further, please provide the following information: Your order number Clear photos or a short video showing the defect A brief description of the problem Once we receive these details, we will review the case and get back to you with a suitable solution as soon as possible. Thank you for your understanding. |
| Q: Are there extra fees besides product & shipping costs? A: Your payment covers only items + delivery. However, import duties/taxes may apply based on local customs rules. These are the recipient's responsibility. Q: What if I can't pay customs charges? A: For returned packages due to unpaid duties: Full item refund issued Our Commitment: We're actively optimizing global logistics to reduce duty rates. Your feedback directly shapes these upgrades! |
| We gladly accept, under certain conditions, returns within 30 days of receipt for most items in new condition. Go to "My orders", find the order that contains the item(s) you would like to return and submit your return request. |
| We ship to most locations worldwide; however, there are some areas we currently do not cover at this time. For detailed information about shipping availability and other shipping-related details, please visit Shipping info. There, you can check if we ship to your location as well as find more information on shipping methods, costs, and estimated delivery times. At Haaatly, we are committed to continuously enhancing the customer experience and expanding our reach to bring more products and services to customers in more locations. If we currently do not ship to your area, please stay tuned—we are working hard to make our products available to more regions around the world in the near future. Thank you for your understanding and support! |