FAQ
Why didn't I receive an order confirmation email?
Please check your spam or junk folder. If you still cannot find the email, please contact our customer service team.
Can I cancel my order?
If your order has not shipped, you can cancel it via "My Orders" or contact us for assistance.
Please note that we cannot cancel orders that have already been shipped.
How to check order status?
Your current order status is displayed on the "My Orders" and "Tracking" page.
How do I write a review?
Once you receive your package, click the "Write a Review" button on the "My Reviews" page.
Can I change the delivery address after payment?
Please contact us to change your address before your item ships.
How do I get my bill?
Please contact us with your order number and billing address.
Where is the product shipped from?
Our warehouses are located in America, Europe, and Australia. We will prioritize shipping from the warehouse closest to you.
How long is the delivery time?
Warehouse processing time is 1–2 business days. Delivery is 2–6 business days for general products and 10–15 business days for large or heavy items.
How to get tracking information?
Tracking information will be updated on the "My Orders" page once the package is shipped.
Why is the tracking number invalid?
Please wait patiently. Tracking numbers are valid only after the carrier scans the package and uploads the information.
What should I do if the delivery fails?
Please contact the local carrier to reschedule delivery.
How long is the warranty period?
We provide a one-year warranty for products sold on the official HanzTools website.
Can I return my product?
Yes. Please read our Returns Policy carefully before returning your product. For further assistance, contact our customer service team.
How do I return my product?
If eligible for free return, contact customer service within 30 days of receiving the product for a return label and address. After the returned package is received at our warehouse, please contact us again to process your refund.
Free returns available?
Our 30-day free return policy applies only to:
- Products that cannot be used normally after receiving.
- Wrong products sent.
- Defective products.
- Changed mind or no longer want it.
- Product not suitable.
- Product arrived late.
- Missing instruction manual.
- Damage due to unnatural reasons.
How can I get a refund?
Please contact us with photos or videos showing the issue.
How soon can I receive a refund?
Refunds are processed within 15 business days of receiving the returned item. Actual transfer time depends on your payment method and bank.
What should I do if I don't receive a refund?
First, contact your bank to confirm the refund. If the bank confirms it was not processed, contact us.
How can I get a discount code?
Check the promotions on our website for current discount codes.
What can I do if I forget to use the discount code?
You can use it on your next purchase before the code expires.
Why is my discount code invalid?
Check the product range, usage period, and other terms for the code. Contact us if you need assistance.
Can I use more than one discount code per order?
No, only one discount code is allowed per order.
What are the accepted payment methods?
We accept PayPal, Klarna, and major credit cards.
What can I do if my payment fails?
Check your network connection, payment method, and bank settings.
About US State Sales and Use Taxes
Orders shipped to certain US states or territories may be subject to state and local taxes. Tax calculation depends on seller, item type, fulfillment location, and shipping address. Estimated tax is displayed at checkout.
Do you provide wholesale business?
Please click the Contact Us button for more information.
How can I reset my password?
Edit your password under "My Account" → "Edit Password". If you forgot your password, click "Forgot Your Password" on the login page.
Why can't I log in to my account?
Check that your account and password are correct. If issues persist, contact customer service.
How can I modify my email address?
If the registered email is incorrect, you cannot change it for account login, but you can update it in your Address Book: My Account → Address Book.
How can I close my account?
You cannot close your account by yourself. Contact us to delete your account after all orders are completed and coupons used.
How can I unsubscribe?
Click "Unsubscribe" at the bottom of promotional emails or contact us to unsubscribe.