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COVID-19 UPDATE

Important COVID-19 Update

Shipping Delays:  Due to the high volume of orders and delays with carrier pick ups, we are currently experiencing some delays. You can expect your items to leave our warehouse on average between 10-14 days after your order has been confirmed and payment has been processed.

At the time of your order, you will receive email confirmation of your order with order number. The next communication you can expect to receive will include tracking information. This email is not generated until a carrier has picked up your order at our facility and begun the transit process. Often, there is a delay between the generation of tracking number and movement, so tracking emails are not sent out until scanning out of our facility.

Please also note that if you ordered multiple items or a product with multiple sections, the order will be shipped in separate boxes to ensure transit safety. If you only received part of your order, rest assured that the rest of your order currently en route.

Customer Service: Due to the increased call and ticket volume, call wait times may be impacted. Please know that we are answering calls and emails in the order in which we receive them and as quickly as we can given the circumstances.

Our shippers and carriers are all working as hard as possible to keep orders moving, however, there may be some further unexpected delays to your tracking updates and delivery, due to the unpredictable events surrounding COVID-19. 

For all other requests, we highly suggest submitting an online support request by emailing support@hooseng.com and we will get back to you as soon as possible. Please make sure to include your name and order number in the request. We really appreciate your patience and understanding during this unprecedented time.

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