Where can I get my order number and check my order information?
Please follow the steps and attached pictures as below:
1.Log in your Hibobi account;
2.Find your order in Account - All orders;
3.Click into item details to check the order status and order information.
Why was my order canceled?
1.Unpaid order: It will be canceled automatically by the system if the payment is not completed in 30 min;
2. Payment failure: It will be canceled if your order is in failed payment.
3. Problem order: It will be canceled if we fail to contact you about Address issue of your order;
4. COD order: It will be canceled if we fail to contact you to confirm the order within 5 days;
5. Out of stock: It will be canceled if all the items are out of stock.
To prevent your COD order from being canceled, please be attentive to our messages and calls.
What should I do if I want to change the shipping address?
1.Default address: Please edit your address in Account-My Address.
2. Preparing order: You cannot edit by yourself. Please contact our customer service if needed.
3. Shipped order: The shipping address cannot be edited.
How can I cancel the order?
COD order: You can cancel it by yourself within 6 hours after you placed your order. Please follow the steps as below:
1.Find your order in “Preparing”Orders;
2. Click "Cancel" in Order Details page;
3.Select the cancellation reason;
4.The order will be canceled after you click “Done”.
(Note: If you missed the time cancelling by yourself, please contact us to cancel for you.)
Why are some items removed from my order?
During the order preparing, some items are out of stock and we need time to update the stock out information online, which causes this confusing situation.
But we will remove the items' price from your total amount and send you a message, please don't worry
Some items stock out: we will cancel these items and deduct the items' price from your total amount.
Whole order stock out: we will cancel your order and you need to place a new order.
Some items stock out: we will cancel these items and refund the items' price to your original payment.
Whole order stock out: we will cancel the order and refund total amount to your original payment.
The refund process usually takes 8-15 workdays.
What should I do if I want to add or remove the items in my order?
please tell our customer service the information of the item(s) that you want to add or remove when our customer service contact you.
But you can’t add or remove the items when your order is shipped.
Our system do not support any modifications like adding/removing items or changing size by yourself, so please think over before you choose items.