Shopping FAQs
Frequently Asked Questions
Find answers to common questions about shopping at the SANHION official online store.
Orders
How do I place an order?
You can place an order directly on shop.sanhion.com. Simply choose the product you want, select any available options, add it to your cart, and complete checkout.
Will I receive an order confirmation?
Yes. After your order is placed successfully, you will receive an order confirmation email at the email address used during checkout.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at support@sanhion.com.
We cannot guarantee changes or cancellations once an order has been processed, packed, or shipped.
I entered the wrong shipping address. What should I do?
Please contact us immediately at support@sanhion.com with your order number and the correct address.
We will do our best to help, but we cannot guarantee address changes once an order has been processed or shipped.
Shipping
Where do you ship?
We currently ship to addresses within the United States.
How long does shipping take?
Orders are typically processed within 1–3 business days. Delivery usually takes approximately 3–10 business days after the order has shipped.
Delivery times may vary depending on your location, carrier delays, holidays, weather, or high order volume.
How can I track my order?
Once your order ships, you will receive a shipping confirmation email with tracking information.
Please allow up to 48 hours for tracking details to update.
Do you offer free shipping?
Free shipping may be available on eligible orders or during selected promotions. Any available shipping offers will be displayed at checkout.
Returns & Refunds
What is your return policy?
Eligible items may be returned within 30 days of delivery.
Items must be unused, undamaged, and returned with original packaging, accessories, manuals, and all included items.
How do I start a return?
Please email support@sanhion.com with:
- Your order number
- The email address used for the order
- The item you want to return
- The reason for return
- Photos or videos if the item is damaged, defective, or incorrect
Our support team will review your request and provide return instructions if approved.
Who pays for return shipping?
Unless the return is due to our error, a defective product, or an incorrect item, the customer is responsible for return shipping costs.
When will I receive my refund?
After we receive and inspect your returned item, approved refunds will be issued to your original payment method.
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Products
Are SANHION products limited to one category?
No. SANHION is a multi-category consumer products company. Our official store offers products across different categories through the SANHION brand family.
What brands are part of SANHION?
The SANHION brand family includes:
SANHION, TOTTPED, PANDABASIC, and EAST FANTASY.
Are the products on shop.sanhion.com official?
Yes. shop.sanhion.com is the official SANHION shopping website, featuring products from SANHION and our family of brands.
What should I do if I need help choosing a product?
Contact us at support@sanhion.com with your question. Our support team will do our best to help you find the right product.
Warranty
Do your products come with a warranty?
Eligible products may be covered by a limited warranty against defects in materials or workmanship under normal use.
Warranty coverage may vary by product. Please refer to the product page, packaging, user manual, or our Warranty Policy for details.
How do I submit a warranty claim?
Please contact support@sanhion.com with:
- Your order number or proof of purchase
- Product name, model, or item details
- Description of the issue
- Photos or videos showing the problem
Our support team will review your claim and provide next steps.
Payments
What payment methods do you accept?
Available payment methods will be shown at checkout.
Is my payment information secure?
Yes. Payments are processed through secure third-party payment providers. SANHION does not store full credit card numbers on our servers.
What currency are prices listed in?
Prices are listed in U.S. dollars unless otherwise stated.
Customer Support
How can I contact SANHION?
You can contact our customer support team by email:
How long does it take to receive a response?
Our support team typically responds within 1–2 business days, Monday through Friday, excluding weekends and public holidays.
What information should I include when contacting support?
To help us assist you faster, please include:
- Your order number, if available
- The email address used for your order
- Product name, model, or item details
- A clear description of your question or issue
- Photos or videos if the item is damaged, defective, or incorrect
