How do I place an order?

All products can be ordered directly through the HIPOND online store (store link: https://hipond.shop/).

Can I pay in RMB?

Yes. When placing an order in the store, please:

1. Select the “Pay in RMB” option
2. Submit your order
3. Follow the instructions to add customer service on WeChat: “HIPOND是个池子💧” (WeChat ID: hipondhaitang)
4. Note “RMB payment” when making the payment.

Can I cancel an order?

Yes, orders can be canceled at any time before they are shipped.

Can I return my order?

Returns or exchanges are not accepted unless there is a quality issue. Please check your item immediately upon receipt. If a quality issue is found, contact customer service within 48 hours and HIPOND will arrange a replacement as soon as possible.

1. What is the delivery range of the store?

HIPOND offers free shipping across the entire United States.

2. How many days in advance should I place an order?

• All products in other regions & single-item orders in the Boston area:
• These products are shipped via courier. Estimated delivery times.
  - East/West Coast: 3–5 days
  - Other regions: 3–7 days
  
  To avoid the classic “move-in day panic,” we recommend placing your order 7 days before arrival.

3. Move-in Kits in the Boston area:

• The earlier, the better. Early ordering helps secure your preferred delivery slot, as peak-season delivery windows can be very limited.
• To avoid the “classic chaos,” we also recommend ordering 7 days before arrival.

4. How do I schedule an installation time (NYC & Boston only)?

When placing your order, please leave a note: “Need installation + your WeChat ID.”
HIPOND will contact you as soon as possible to arrange installation with a technician.

5. Can I change my scheduled delivery time?

Yes. Please notify customer service at least 3 days in advance.

6. Do you offer rush delivery (same-day / next-day)?

Move-in Kits:

• Boston area:
  - Same-day delivery available for an additional $40 rush fee
  - Next-day delivery available without extra fees

• Other regions:
  - Same-day delivery not supported
  - Next-day delivery available (not available on weekends or holidays)
  - Rush fee: $40 per item

• Single items:
  - Only next-day delivery is available (not available on weekends or holidays)
  - Rush fee: $40 per item

7. If I buy a Move-in Kit and other single items, will they be delivered together?

• Non–Move-in Kit items are shipped via courier by default.
• If your total order exceeds $1000, you may request customer service to have the single items delivered together with the Move-in Kit.
• In the Boston area, Move-in Kits are delivered locally while single items ship via courier. However, if your order exceeds $1000, you may request combined delivery.

8. What if I don’t have a U.S. phone number yet?

You can provide your WeChat ID or WhatsApp number, and optionally leave a phone number for your roommate/agent/landlord or anyone who can reach you.

9. Do you provide in-home assembly?

Yes, in Boston and New York, we offer optional value-added installation:

• Standard: $80/hour per technician (charged based on actual installation time)
• HIPOND-friendly policy: timing starts when the technician arrives downstairs, NOT when they depart the warehouse
• Technicians can also help install non-HIPOND products
• If needed, please note when ordering: “Need installation + your WeChat ID.” HIPOND will contact you to schedule the installation.

10. How do I pay for in-home assembly?

Payment can be made directly to HIPOND via WeChat / Alipay / Zelle / Venmo.

11. Is in-home assembly available in other regions?

No.

Orders are delivered to your building’s front desk or mail room. All furniture is brand-new, securely packaged, and designed for easy handling.

You can borrow a cart from the front desk free of charge.

Each item includes complete assembly manuals and tools, making it simple to set up on your own!

1. What if the product I want isn’t available?

You can share your specific needs with us via WeChat at id: hipondhaitang or email at customer@hipond.cc. We will check our inventory based on your request and list the item as soon as possible if we have a suitable product.

2. Will you add new products? How often?

Yes. New items are launched irregularly. You can keep an eye on the “New Arrival” page in the store. We also recommend you subscribe to our newsletter for new products or promotional deals.