Shipping, Warranty, Return, & Repair Policies

Shipping Policies

• All orders shipped within the continental US are shipped via FedEx. All orders to Alaska, Hawaii, and Puerto Rico are shipped via USPS. All orders to Canada will be shipped via USPS and transferred to Canadian Post at the borders. Orders to Canada may be subject to duty fees.

• FedEx and Hsin Ten Enterprise USA are not responsible for any lost or stolen packages. We recommend adding Signature Required service to protect your purchase. Please note that SOQI Bed purchases cannot use Signature Required service.

• Hsin Ten Enterprise is not responsible for misdelivered packages due to incorrect address information. All customers and distributors are responsible for sharing accurate address and contact information during the order process. Please contact the Customer Service department immediately if you believe there is an error in the delivery address of your order.

• Customers are responsible for all shipping costs if the order is cancelled, and the order has been shipped. 

• Once an item has been shipped and delivered, the service is considered rendered. There are no refunds for shipping after delivery.

• SOQI Bed Shipping Policies: For SOQI Bed deliveries, we use a third party provider called FedEx Freight. Within 2-4 days of purchase, FedEx Freight will call the customer to schedule the delivery. The customer must schedule the delivery, or they may be charged additional storage fees. When the bed arrives, if the customer chooses to ask the FedEx Freight agent to assist in moving the bed, a fee called Liftgate will be incurred and costs 150-200$. We will collect the payment after the bed is delivered and services are rendered.

Warranty Policies

• The Graphene belt and FIR Pads carry a 6-month warranty. The SOQI Bed, ADV ERE, E-Power, and Grande Ceramic Heater carry a 1-year warranty. The Chi Machine carries a 2-year warranty. 

• You may add 1-3 additional years of warranty at the time of purchase for the following machines: Chi Machine, Ceramic Heater, Advanced ERE, and E-Power.

• The warranty period begins the day a qualifying product is purchased.

• Hsin Ten Enterprise covers the product repair cost and will ship back repaired items to customers for products under warranty. However, customers must pay for the shipping costs for sending the product back to us for warranty repair. NOTE: Due to the high cost of international shipping, Canadian repairs under warranty still incur a shipping charge both ways.

• The warranty does not cover defects or malfunction caused by misuse, abuse or improper maintenance, failure to follow operating instructions or use with equipment with which it is not intended to be used. Also, the warranty will not apply to cosmetic, incidental damages or damages caused by unauthorized alteration, modification, or repair of the product.

Return Policies

• Customers must call our Customer Service Team at (626) 575-9969 or (800) 291-6800 within 14 days of receiving the product for a Return Authorization number. Packages returned without Return Authorization numbers may be charged a restocking fee.

• The shipping charge(s) and signature service(s) on the invoice is non-refundable, and the customer is responsible for all return shipping costs. Hsin Ten Enterprise USA , Inc. does not provide return shipping labels. 

• All parts, accessories, manuals, documentations, and promotional items need to be returned along with the product in the original box without damages. If these requirements are not met, a 15% restocking fee may be applied. 

• SOQI Bed Return: Please inspect and count each piece of SOQI Bed when you receive the packages and keep all original packaging for return or exchange purposes. All return items for SOQI Bed set must be packed in the original, unmarked packaging including any accessories, manuals, documentation, and registration that belong to the SOQI Bed product. HTE will assess a 30% restocking fee upon return. Shipping costs and fees are not refundable.

Repairs

• Please contact the Customer Service Team at (626) 575-9969 or (800) 291-6800 to create a repair order for your machine. Please have your machine’s serial number ready when you call. A Repair Authorization number will be provided to you once the repair order is in our computer system.

• All repairs must be shipped with a Repair Authorization number. Unmarked packages will not be received by the warehouse and will be returned to sender.

• Hsin Ten Enterprise does not provide shipping labels for repairs.

• Please include all accessories, including power cords, tester pens, and attachments for your machine when you send it in for repair.

• All completed repairs carry a six month warranty, valid from the day the item is postmarked for delivery.