Fast, tracked, and packed with care — here's exactly how your snacks get to you, and what we do if something's not right.
We know you're excited to get your hands on your snacks — so we move fast.
Orders are processed within 1–2 business days (Monday–Friday, excluding holidays). You'll receive a confirmation email as soon as your order is placed, and a tracking number once it ships.
Once your order ships, you'll get an email with a tracking link. Please allow 24–48 hours for tracking to update. If tracking hasn't moved in 5 business days, contact us and we'll look into it.
Once a package is handed to the carrier, delivery timing is outside our control. If your package is marked delivered but you can't find it, please check with neighbors and your local carrier first. If it's still missing, contact us within 7 days of the delivery date and we'll do our best to make it right.
Snacks can get banged up in transit. If your order arrives damaged, melted, or incorrect, email us at support@hichen.com within 48 hours of delivery with a photo — we'll send a replacement or refund right away.
Your snack happiness comes first. We want every order to hit the spot. If something's not right, we'll make it right.
Because we sell food products, we can't accept returns on opened or consumed items for safety and hygiene reasons. However, if your order arrives damaged, defective, incorrect, or expired, you're covered — just contact us within 7 days of delivery.
Once we approve your request, refunds are issued to your original payment method within 5–10 business days. You'll receive an email confirmation when the refund is processed. Please note that original shipping charges are non-refundable unless the issue was our fault.
The fastest way to get a replacement is to contact us at support@hichen.com with your order number and a photo of the issue. We'll ship a replacement or issue a refund — whichever you prefer.
Need to cancel? Contact us within 3 hours of placing your order. Once an order has shipped, it can't be canceled, but our refund policy still applies.
We're real people who love snacks as much as you do. Email us at support@hichen.com and we'll get back to you within 1 business day.