FAQ

Effective Date: July 12, 2026

What kinds of products does HFJIAJIAO carry?

HFJIAJIAO brings together outdoor and indoor goods in one range, with the outdoor side leading. Depending on current stock and the time of year, our selection may include garden and yard accessories such as garden stakes, wind spinners, solar lanterns, bird feeders, garden flags, planters and urns, and rain gauges; porch and patio pieces such as welcome signs, door hangers, doormats, outdoor cushions, wind chimes, and hanging lanterns; picnic, camping, and travel helpers such as picnic blankets, folding tables, camp lanterns, cooler accessories, and travel organisers; and a smaller set of indoor goods such as storage baskets, small lamps and night lights, kitchen helpers, tabletop accents, and wall hooks.

Colours, sizes, materials, designs, package contents, and options may vary by item and season, so please check the product page for the most current details.

Are your items meant for outdoor use, indoor use, or both?

We carry both. Most of our range is built for the outdoors, and a smaller group is made for indoor settings. Each listing states the setting it is intended for, so you can tell at a glance whether a piece belongs in the garden, on a covered porch, or inside the home. If a listing does not make this clear enough for your plans, our team is happy to confirm it before you order.

Can a product stay outside all year?

Suitability depends on where an item is placed, and we describe exposure in three broad terms. A fully exposed item is intended to stand in open ground or on an uncovered surface, where it meets rain, sun, wind, and frost directly. A covered porch or patio item is meant for a sheltered space with a roof or overhang above it, where it is protected from steady rain but still experiences temperature and humidity swings. An indoor-only item is designed for interiors and should not be left outdoors. The materials and weather resistance of a specific product are always governed by what its listing states, so please treat the product page as the final word, and bring anything indoors if a severe storm or hard freeze is expected.

Does anything need assembly, and are the fittings included?

Some products arrive ready to use, while others are supplied in a few parts and need light assembly. When assembly is required, the listing says so, and the screws, brackets, and any other fittings needed to complete the job are included with the item unless the page states otherwise. Basic household tools may be required in some cases. If you would like to check before ordering, our team can confirm what a particular item includes.

How should I clean and store items after outdoor use?

For most outdoor pieces, a soft cloth or brush and mild soapy water are enough to remove dust, pollen, and dirt, followed by a rinse and a thorough dry in the sun before storage. Abrasive pads and harsh solvents can dull a finish and are best avoided. When a season ends, clean the item, let it dry completely, and store it somewhere dry and covered, ideally indoors or in a shed, to protect it through the colder months. Fabric items such as cushions and picnic blankets should be cleaned according to their care instructions, fully dried, and folded away rather than left out in damp conditions.

How do I know whether a size or capacity suits my space?

We give approximate dimensions and, where relevant, capacities on each listing so you can measure before you commit. It helps to compare those figures with the actual spot you have in mind, whether that is a front step, a balcony rail, a garden bed, or a shelf indoors. If two sizes could work, a larger option is usually the safer choice outdoors, while indoor pieces reward a careful check of the surrounding space. If you are unsure, send us the setting and the rough measurements you have, and we will help you judge.

Which countries do you ship to?

We currently ship to:

United States

Canada

Mexico

Orders with delivery addresses outside these three countries cannot be completed at checkout at this time. Fulfilment locations and carriers may vary depending on product availability, destination, and operational requirements.

How long does order processing take?

Most in-stock orders are processed within 2–7 business days, and business days exclude weekends and public holidays. Personalised, customised, or made-to-order items may need additional preparation time where the listing states it. Processing may also take longer during peak shopping periods, around public holidays, while stock is being checked or replenished, or when extra quality-control steps are required.

How long does delivery take?

Estimated transit times after dispatch are:

United States: 7–20 business days

Canada: 10–30 business days

Mexico: 20–30 business days

Processing time and transit time are separate. Including the standard 2–7 business-day processing period, approximate total delivery times are:

United States: 9–27 business days

Canada: 12–37 business days

Mexico: 22–37 business days

These estimates are not guarantees. Customs processing, carrier disruption, severe weather, public holidays, remote destinations, and other circumstances outside our reasonable control may cause delays.

What does shipping cost?

Orders totalling US$50 or more qualify for free standard shipping. For orders below US$50, standard shipping charges are:

United States: US$7.00

Canada: US$8.00

Mexico: US$12.00

The applicable charge is shown at checkout before you complete payment.

How can I track my order?

After your order is dispatched, we will send any available tracking information to the email address provided at checkout. You may also sign in to your customer account and review the “Orders” section for updates.

Why has my tracking not updated?

Tracking activity can take several business days to appear after dispatch. Updates may also pause while a parcel moves between carrier facilities, passes through customs, or transfers to a local delivery provider. If tracking has not changed for an extended period, contact us with your order number and tracking information, and we will review what is available and, where appropriate, ask the carrier to investigate.

Will everything arrive in one parcel?

Items from the same order may travel in separate parcels depending on product availability, fulfilment arrangements, and delivery requirements. If that happens, you may receive more than one tracking number, and the parcels may arrive on different dates.

What if tracking says delivered but I cannot find the parcel?

Please first check your doorstep, mailbox, reception area, parcel locker, and other safe delivery locations; ask household members, neighbours, or building management; look for a carrier delivery notice; and contact the carrier using the tracking number. If the parcel still cannot be located, contact us with your order number, and we will review the available information and help start an appropriate investigation.

Can I change or cancel my order?

If you need to correct an address, change a product selection, or request a cancellation, contact us as soon as possible at service@hfjiajiao.com. Please include your order number and clearly describe the requested change. We will make reasonable efforts to help, but once an order has entered processing, production, or shipment, we cannot guarantee that it can still be changed or cancelled.

Can I return an item?

You may request a return for an eligible item within 30 days after delivery. Please contact us before sending anything back. If your request is approved, we will provide the applicable return address and instructions by email. Items sent without prior authorisation, or to an incorrect address, may be refused, delayed, lost, or returned to the sender. Full conditions are set out in our Returns and Cancellation Policy.

Can personalised or customised items be returned?

Personalised, customised, and made-to-order items are generally not eligible for a change-of-heart return. This restriction does not affect your rights if an item arrives damaged, defective, incorrectly produced, incomplete, or materially different from the order you confirmed.

Who pays for return shipping?

For an approved change-of-heart return, the customer is responsible for return shipping costs. If a product is confirmed to be damaged, defective, incorrect, or incomplete because of our error or our fulfilment partner’s error, we will cover the authorised replacement or return shipping costs. HFJIAJIAO does not charge a restocking fee.

How do exchanges work?

Exchanges are subject to product availability. For an ordinary change-of-heart exchange, the original item must normally be returned and inspected before a replacement is processed, and the customer is responsible for the applicable return shipping and new shipping costs. For a confirmed damaged, defective, incorrect, or incomplete item, we will provide an appropriate remedy and cover authorised exchange-related shipping costs. If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.

What if my item arrives damaged, defective, incorrect, or incomplete?

Contact us promptly and provide your order number; a clear description of the issue; photographs or videos showing the product and the problem; photographs of the shipping label and outer packaging where relevant; and confirmation of your delivery address. After reviewing the information, we will provide an appropriate solution. Depending on the circumstances and product availability, this may include sending a missing item, providing a replacement, arranging an exchange, or issuing a refund for the affected product. If the problem is confirmed to have resulted from our error or our fulfilment partner’s error, we will cover authorised replacement or return shipping costs.

What does an approved refund cover?

An approved refund covers the purchase price paid for the eligible returned item, after any discounts or promotions applied to the order. Original shipping charges are refundable only when the return results from our confirmed error or where applicable law requires otherwise, and they are not refundable for a change-of-heart return. Customs duties, import taxes, brokerage charges, and other amounts paid directly to third parties generally cannot be refunded by HFJIAJIAO. Approved refunds are normally issued to the original payment method within 5–10 business days after approval, though your bank, card issuer, or payment provider may need additional time.

Will I pay customs duties or import taxes?

Orders shipped to Canada or Mexico may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country, a customs authority, or a carrier. Unless expressly stated as included at checkout, these charges are the recipient’s responsibility.

What happens if I enter the wrong address or miss my parcel?

Contact us immediately if you notice an error in your delivery information. We cannot guarantee that an address can be changed once processing or shipment has begun. If a parcel is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect it, repeated unsuccessful delivery attempts, unpaid customs charges, or another customer-attributable reason, refund eligibility is assessed after the parcel is returned and inspected; applicable return shipping, customs, and handling costs may be deducted from an eligible refund where the law permits; and if redelivery is requested, the customer is responsible for the applicable redelivery charge.

Where do I send a return?

Do not send products to our registered business address, or to an address printed on the original parcel, unless our customer service team specifically instructs you to do so. The appropriate return location may vary depending on the product, order, and customer location. If your return request is approved, we will provide the applicable return address and instructions by email.

How do I contact HFJIAJIAO?

You can reach our customer service team at service@hfjiajiao.com. Store Website: hfjiajiao.com. When contacting us about an existing order, please include your order number and the email address used at checkout. Our customer service hours are Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM.