FAQ

To ensure proper usage verification and streamlined order processing, account registration is mandatory. Registered users benefit from:

• Discounts or contractual pricing
• Bulk/customized order facilitation

Registration Process:

1. Submit your professional profile via the Account icon (top-right navigation bar)
2. Hongene reviews your profile within 1-2 business days
3. Receive a password setup link via email to complete registration

For bulk/custom orders: Submit a contact form on the product/contact page for dedicated account management.

Account activation follows a streamlined verification process:

• Step 1: Submit registration details via the portal.
• Step 2: Hongene conducts a compliance review (1-2 business days).
• Step 3: Receive activation confirmation via email upon approval.

If no confirmation is received within 2 business days, contact customerservice@hongene.com with your registered email for escalation.

Account registration follows a stringent verification process:

1. Profile Submission: Provide professional details via the registration portal.
2. Profile Review: Hongene verifies eligibility (1-2 business days).
3. Account Activation: Set your password via a secure email link.

Note: One-time registration enables future bulk orders and customized requests.

1. Navigate to the login page (click the Account icon).
2. Select “Forgot Password” next to the password field.
3. Follow the emailed instructions to reset credentials.

• Make sure that you have talked with our sales representative on organizing your account.
• Contracted pricing is visible only when logged into your account.
• For item-specific pricing adjustments, contact your assigned sales representative.

• Online Payments: Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, Google Pay, Shop Pay.
• Offline/Alternative Methods: Contact your sales representative or customer support.

1. Log into your account.
2. Click the Account icon → Profile → Address.
3. Edit and save changes.

Supported Currencies: USD, CAD (selectable via top-right/page footer).

Language Support:

• Website: English only (currently).
• Useful tip — Browser Translation: Use Chrome/Edge → Right-click → “Translate to [Language]”.

Direct Shipping: Currently limited to the US and Canada.

Global Inquiries: Contact regional offices:

• Germany: +49 40 8830 6130 | info-eu@hongene.com
• Japan: +81-3-5829-9770 | info@hongene.jp
• China/Other Regions: +86-21-6475-7213 | sales@hongene.com

Note: Orders with non-US/CA addresses may trigger risk alerts. Notify customer support immediately.

Provide an answer to the question here, with as much detail as possible to help your customers.

• Custom/Bulk Items: Click “Customize or Bulk Order” on the product page to submit a request.
• Out-of-Stock Items: Contact customer support for confirmation.

• An automated confirmation email will be sent upon payment.
• Verify order details under Account → Orders.
• No confirmation email received? Check spam or notification folders or contact support.

• Tracking numbers are emailed once orders are shipped.
• Monitor delivery status via the carrier’s website or your account’s Order section.

• Log in → “My Orders” → Click “Reorder” to add items to your cart.

• Click the heart icon on product pages to add to your wishlist.
• Items in your wishlist won't be removed automatically.
• You can share wishlists via the share icon in the wishlist section.

• Email support@hongene.com with your order number (e.g., #1010).

• Submit a request via the website form or email.
• Contact your sales representative for expedited processing.

• Submit the “Customization Form” on product pages or "Contact Form" on contact page, or contact your sales representative.

Product documentation, including Safety Data Sheets (SDS) and Certificates of Analysis (CoA), is available as follows:

• Step 1: Navigate to the target product's detail page.
• Step 2: Scroll to the "Documentation" section/tab and download required files.
• Missing documents? Email customerservice@hongene.com with the product name and document type for assistance.

• Submit a contact form → Discuss pricing with a sales representative.
• Hongene tier your account.
• Approved accounts receive tiered discounts visible upon login.

Processing Time: 1-3 business days post-payment.

Delivery Time:

• US: 3-8 business days (FedEx Standard).
• Canada: 5-10 business days (excludes customs delays).

Note: Delays due to force majeure like customs, natural disasters, or strikes are beyond our liability.

Excerpt from Shipping Policy

Eligibility: Refunds/replacements issued only for defective, damaged, or misdescribed items.

Claim Submission:

1. Submit evidence (photos, lab reports) within 14 days of receipt.
2. Hongene reviews claims within 5 business days.

Approved Claims: Full refunds processed to the original payment method.

View more details at Return & Refund Policy