Business Hours:
Operations Centre – Opening hours: Monday to Sunday 7pm to 10am (Eastern Standard Time) Customer service can be contacted by mail or phone, as our factory is located in China and our working hours are Beijing time. You can contact customer service during business hours through our mail or online contact page.Customer service: guanghanlove@gmail.com
Distribution Center – Business hours: Distribution center from 7pm to 5am Pick up, pack and prepare for shipment Our shippers usually pick up the packed boxes all day long, the vast majority of orders are shipped directly from the warehouse in China, we will process the order within 24 hours, into the shipping process, Saturday and Sunday pick-up time will be slightly earlier. Because the Chinese warehouse needs to be transferred to the international express, there will be 2-3 days of delivery time in China. Although the customer may receive an email stating that the order has been shipped, the actual logistics information may take 2-3 days before you can view the tracking information of your shipment.
Shopping and payment information：
Place your order: Our website is considered the best in the business and is open 24 hours a day, 7 days a week, 365 days a year at hotpotsoupbase.com. If you wish to speak with a customer service agent, please call toll free at 86-18990290116.
Payment method: Orders must be paid within 24 hours of placing. If an order is placed during the promotion period, the order must be completed and paid for before the promotion ends. Retail customers we accept PayPal only for the time being. Wholesale customers can consult customer service in detail, we do not accept personal checks. The order will only be processed after payment has been made.
Payment method: Online Payment We accept PayPal.
Online shopping tax: Starting from July 1, 2020, hot pot factory will start to collect sales tax in each state according to the ruling of the U.S. Supreme Court, so the vast majority of our retail products shipped from China are included in the consumption tax.
Order change and damage:
Order changes and cancellations: We understand that life can change quickly and your pending orders may need to be adjusted. We are happy to help you meet your needs. Orders that have not yet been sent to the warehouse for fulfillment may be “added” or “cancelled” as follows.
If you need to remove or cancel an item from a pending order, please contact customer Service at guanghanlove@gmail.com or through our online contact page for assistance.
Note: The Add to Order feature is not available for some types of orders. These include bulk orders, expedited orders, and orders already in the warehouse. If our published processing time exceeds 6 business days, customers will have up to 5 calendar days to add to their initial order.
Bonus: When using this feature, your second order will be merged with the first order and your product will be shipped using the first order date, saving time and money! You will receive an updated email confirmation showing that all items are consolidated into one order.
Damaged or lost items: We are highly committed to ensuring that you receive quality products in perfect condition. If your order is damaged, please contact us immediately at guanghanlove@gmail.com so that we can investigate and claim on the shipper. We need photos of items, shipping boxes and labels. We will be happy to help you replace or return lost or damaged items within 3 days of signing for them. We apologize if any items you ordered were lost. We want to make these products available to you as soon as possible, so we ask that you notify us within 30 days of purchase. We will send you lost items immediately.
If you notice any damage to packages and/or items, please contact us immediately at guanghanlove@gmail.com. In addition, butter products are sensitive to heat and may melt slightly during transportation, but this will not change the quality of the product, because you have to know that the melting point of beef tallow is about 38°, and slightly melting is normal.
