FAQ

Q: I have submitted my order and would like to change my order 2 weeks before ex-factory date, can I do so? 

A: No, all orders will freeze 28 days after orders are placed.

Q: I would like to amend my order within the 28-day window. What should I do?

A: You may submit an amendment via b2b.hegen.com and Hegen will review and confirm if the amended order can be fulfilled. If any SKUs cannot be supplied, you will be notified via email to make further adjustments to your order. Do note that  additional costs could be incurred for modifications.

Q: Can I combine all orders for the month together in one order?

A: No, each order must be build based on a maximum of 10 or 21 pallets (20 ft  or 40 ft container). If you would like to order five 40 ft containers then you should submit five orders in total.

Q: Can the login be assessed by multiple personnels?

A: Yes, multiple personnel can access the site with the same login access, but it is recommended to have only one appointed personnel to access at any one point of time for accountability for all orders placed.

Q: I still need all the necessary importation documents; will this still be sent via email?

A: Yes, we will continue to send all importation documents which follows the current sales order process.