Frequently Asked Questions
Thank you for choosing [Company Name]. To help you resolve your questions more quickly, we have compiled this Frequently Asked Questions (FAQ). This page will be continuously updated based on customer feedback, so please stay tuned.
1. Accounts and Security
Q1: How can I improve the security of my account?
A: We place great importance on account security. All customer passwords are encrypted using algorithms and are never displayed in plaintext. You can log in and go to "Member Center > Account Information > Account Security" to further enhance your security by regularly changing your password, linking your email and mobile phone, and setting a separate payment password.
Q2: I previously ordered products by phone/email, but I don't know my login password. How can I get it?
A: All customers are automatically granted an online account. To obtain login information, please try logging in using your mobile phone number on this website or contact customer service.
Q3: I forgot my login password, how can I retrieve it?
A: You can retrieve it in the following ways:
Online recovery：Click "Login" at the top of the official website > "Forgot Password", enter your mobile phone number and follow the instructions to reset your password.
Human assistance：If you forget your account name or are unable to operate online, please call our customer service hotline at +86-20-37155353 and we will assist you.
2. Shopping and Orders
Q4: How long does it take for in-stock products to be shipped?
A: Hewei promises: Orders for in-stock products with payment completed before 16:00 on a working day will be shipped on the same day; orders completed after 16:00 will be shipped on the next working day. Shipping time is uniformly from 16:00 to 18:00 on working days.
Q5: When will the out-of-stock products be available?
A: You can check the estimated shipping time in the "Delivery Time" section on the product page. This time refers to the typical period from when you submit your order and make payment until you receive the product. For special arrangements, please contact customer service.
Q6: Can I order by calling the customer service hotline? Yes, but I don't recommend it.
A: Yes, but we highly recommend ordering online. Online systems allow for real-time order processing and more timely information synchronization, helping you receive your goods faster and track your order status.
Q7: How can I modify or cancel my order?
A: When the order is not confirmed：Log in to the member center, find "My Orders", enter the order details page, and click "Cancel Order" in the upper right corner to complete the process yourself.
Order confirmed/packaging：The order has now entered the shipping process and cannot be cancelled or modified online. You can submit a support ticket on the order details page, and our customer service engineers will handle your request. For assistance, please call customer service immediately for coordination.
3. Finance and Payment
Q8: How do I top up (deposit) my account?
A: Online top-up：Log in to the member center > Click "Recharge Balance" > Enter the amount > Complete the payment via Alipay.
Bank transfer top-up：When making a remittance, please be sure to fill in your customer ID in the remarks field. After verification by our finance staff, the funds will be credited to your account. You will receive an SMS notification upon receipt of the funds.
Q9: How can I check my account balance and financial details?
A: After logging into the member center, you can view your real-time balance by clicking "Balance Inquiry" in the left menu bar; you can also filter and query historical income and expenditure records by time period by clicking "Financial Transaction History".
4. Logistics and receipt
Q10: How can I check my order's shipping information?
A: Products already shipped：Log in to "My Orders" and go to the order details page to view the logistics company and tracking number.
Futures products：The order details page will display the estimated shipping date, allowing you to make arrangements in advance.
Q11: For products that pose a transportation risk, can you deliver them to your door?
A: Yes. For special products that are assessed and confirmed to have transportation risks, we will arrange for a dedicated driver to deliver to your door. The driver will call you before departure to confirm the delivery time and ensure a safe handover.
Q12: What should I do if I find the outer packaging of the goods damaged when I sign for them?
A: Please refuse to accept the goods and contact customer service or online immediately.Submit a customer service ticket Please note that you should never touch the chemicals directly with your hands.
Q13: Will the shipping cost be shown on the invoice?
A: According to relevant regulations, the invoices we issue can show the transportation costs.