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FAQ

1.MY ACCOUNT QUESTIONS

How can I obtain my Login ID?
I forgot my password; could you email it to me?
How do I change the name on my account, email address and/or billing address?
How do I stop receiving catalogs and/or promotional emails from HGmart?
How can I find my customer and/or order number?
I’ve only ordered from your call center in the past. Do I still need to register on your website?
Why won’t your website accept my zip code?

2.ORDERING QUESTIONS

What is a "promo code"?
I entered a promo code, but it wasn’t applied to my order.
Can I get a discount if I purchase bulk quantities?
I need to re-order products that I purchased in the past. How should I proceed?
What happens after I place my order?
Do you accept Canadian and international orders?

3.PAYMENT & CREDIT QUESTIONS

Do you offer financing?
Can I pay my bill online?
What forms of payment do you accept online?
When is my order charged?
Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
How do refunds/credits work? How is a refund/credit applied?
Do you accept Purchase Orders (POs)?
Why was my credit/debit card declined when I know for certain that I have the funds available?

4.SHIPPING QUESTIONS

What are your shipping charges? Can you provide a shipping quote?
How long will my order take to arrive?
How do I check the status of my order?
Can I arrange a specific date and time for delivery?
I will not be available to receive my package(s). What are my options?
I’ve tracked my package but the carrier has no record of that tracking number.
How do I change the shipping address for my order?
Why was my order sent in multiple packages?
Is the freight truck driver responsible for unloading the merchandise?
Does HGmart deliver to APO or FPO addresses?
Your National Account Manager mentioned an additional packaging charge. Could you explain?

5.PRODUCT QUESTIONS

I need to prepare a price quote for my school/organization. Can you help?
I’ve seen mention of manufactured product. What does this mean?
The item I wish to purchase is on backorder. What should I do?
I need a cover for a fabric building/greenhouse I bought from your competitor or an out-of-business dealer. Can you help?
Will you send someone to my location to install my building/greenhouse?
Can I get a sample sent to me before I place an order?
Why does the pricing on your website not match my catalog?

6.CUSTOMER SERVICE QUESTIONS

What is your return policy?
How do I cancel my order?
What should I do if an item is missing from my order?
What should I do if an item is damaged?
Does HGmart pay the return shipping cost for defective merchandise?
What should I do if my order contains the wrong item?
How can I obtain a warranty card and/or product manual?
I need to submit a receipt for an insurance quote. Can you help?
Do you sell replacement parts?

7. GENERAL QUESTIONS

Is HGmart.com a secure website? What types of security features are utilized to safeguard my information?
Do you have a retail store?
How and why should I clear my internet browsers cache and cookies?
How do I identify phishing or spoofed e-mails?
I love my HGmart product. Would you like to see photos of it?
How can HGmart be contacted?

8.LOGISTICS QUESTIONS

Why was my package returned?
Do I need to be at my shipping address when my package is delivered?
Do you offer Cash on Delivery (COD) ?

9.SALES RETURN QUESTIONS

I still haven't gotten the refund in card. What is status of my refund?

10.PAYMENT QUESTIONS

Why isn't my promo code applying?
Am I able to be refunded the difference for a discount item?