Contact Us
Questions about snow sports equipment, orders, deliveries or returns? Find the information you need to contact our customer support team.
01. Welcome to Customer Support
Thank you for visiting HENZUP™. We want your shopping experience to be clear and convenient, whether you are selecting a new accessory, checking an order or asking for help with an item you have received.
Our customer support team can provide information about products sold on henzup.com, order processing, shipping, returns, refunds and general store policies.
For faster assistance, please include a concise description of your question and any relevant order details.
02. Direct Contact Information
For orders, products, returns and general inquiries.
Call during the published customer service hours.
8:00 AM – 10:00 PM Daily
Replies depend on inquiry volume and availability.
03. Product Information and Sizing Assistance
Choosing suitable outdoor accessories often involves checking measurements, fit, material details and compatibility with other equipment.
Before purchasing snow protection accessories, gloves, socks, gaiters, snow pants suspenders or travel bags, please review the specifications on the relevant product page.
When contacting our team, it helps to include:
- The product name or link.
- Your intended use or activity.
- Your sizing or compatibility question.
- A screenshot of the relevant product option, if useful.
Customer service can clarify product listing information but does not replace qualified fitting or safety instruction.
04. Order Status and Tracking
Orders are ordinarily processed within 1–2 business days after payment confirmation. Once an order ships, tracking information may be provided by email where available.
Estimated delivery for orders shipped to the United States is 7–15 business days after shipment. This is an estimate rather than a guaranteed delivery date.
To ask about your order, include the order number, the email address used during checkout and a brief explanation of the issue. Do not email payment card numbers, account passwords or other unnecessary sensitive information.
05. Returns and Refund Inquiries
Customers may request an eligible return within 30 days of receiving their order. Eligibility depends on product condition, the circumstances of the request and applicable consumer law.
Please contact us before sending an item back so that our team can explain the correct process and, if applicable, provide return instructions. Do not send returns to the registered business address without authorization.
For return assistance, include your order number, product name, reason for return and photographs when the item has arrived damaged or differs from the order.
06. Damaged, Incorrect or Missing Products
If a parcel arrives with visible damage, contains the wrong item or has a missing product, contact us as soon as reasonably possible after discovering the issue.
Provide the order number, a description of the issue, photographs of the item and packaging, and any other relevant delivery information. These details help our team investigate and determine the appropriate resolution.
Please retain the original packaging while the matter is being reviewed when reasonably practicable.
07. Order Changes and Cancellation Requests
If you need to change a delivery address, product selection or other order detail, contact us promptly. Changes may be possible before fulfillment but cannot be guaranteed once processing or shipping has progressed.
Order cancellation requests are reviewed according to the order's processing and shipment status. When an order has already shipped, the applicable return process may be required.
08. Payment and Website Questions
For issues with checkout, payment confirmation or website navigation, please tell us which part of the process was unsuccessful and include any non-sensitive error message you received.
Do not send your full credit card number, CVV, bank account password or other confidential payment credentials by email or phone.
Available payment options are shown during checkout and may vary by location or payment provider.
09. Registered Business Information
Brand: HENZUP™
Legal Company: Guangzhou Sushen Trading Co., Ltd.
Legal Representative: Deng Dongping
Registered Address: Room 201, No. 116 Fanwu Street, Tianhe District, Guangzhou, Guangdong, China
Unified Social Credit Code: 91440106MAEXL9AD1L
Our registered company address is provided for business identification and is not necessarily the address of a returns processing facility or retail showroom.
10. Get in Touch
If you are unsure which department or policy applies to your question, please email service@henzup.com. We will review the available information and help direct your inquiry appropriately.