Contact information

When we're available

Our support team is available Monday to Friday, 9:30 a.m.–6:00 p.m. Beijing Time (China Standard Time, UTC+8), excluding public holidays observed in China.

For customers in the United States, these hours are usually Sunday evening through early Monday morning. Because the United States observes daylight saving time, the equivalent hours are:

Eastern Time: 8:30 p.m.–5:00 a.m. during standard time, or 9:30 p.m.–6:00 a.m. during daylight time
Pacific Time: 5:30 p.m.–2:00 a.m. during standard time, or 6:30 p.m.–3:00 a.m. during daylight time

Messages sent outside these hours or during a Chinese public holiday can still be left through email or live chat. We will reply when the team is back online.

How to contact us

We're happy to help with orders placed on honguan.com, product questions, installation, technical support, returns, refunds, warranty assistance, and wholesale or project enquiries. Email support@honguan.com and tell us what you need.

When contacting us, please include your name, email address, order number or other purchase reference where relevant, product name or model, destination country or region, and a clear description of your question. For product problems, please attach clear photos and videos showing the product, the affected area, and the issue so that we can assess it and help you more efficiently.

Live chat

You can also contact us through the live chat button in the bottom-right corner of our website. When a member of our support team sees your message, we will reply as soon as possible. If no one is available in the chat, you can leave your message there and we will reply when our support hours resume. You can also email support@honguan.com at any time.

Customer support

Our customer support team helps customers around the world and will reply to the email address you provide.

For urgent safety concerns, stop using the product if it appears unsafe and contact us with the product model, order reference, and a description of the issue.

Orders from other sellers or marketplaces

If you purchased a product from Amazon, another marketplace, a distributor, or another retailer, please contact the seller or platform first for order, payment, delivery, and refund questions. You may contact support@honguan.com for product information or help identifying the appropriate Hon&Guan support process, but the seller’s order and after-sales rules may apply.

Returns and service arrangements

Before sending any product back, contact support@honguan.com and wait for return instructions. We will confirm the applicable process and, where available, identify a suitable return warehouse based on your location and the shipment details. The return address shown on an original parcel is not necessarily the correct return address.

Wholesale and project enquiries

For wholesale, distribution, or project enquiries, please include the product models or specifications, estimated quantity, destination country or region, expected delivery schedule, and any technical or packaging requirements.

If you are not sure which equipment you need or how many units would be suitable, tell us about your space and how you plan to use it—for example, the room or project size, application, and ventilation goals. We can help prepare a free, customized solution.

Safety concerns

If a product appears unsafe, stop using it and contact support@honguan.com with the product model, order reference, and a description of the issue.

Last updated: September 22, 2026