Contact us

We’re Here to Help You Create the Home of Your Dreams

I. Your Gateway to Exceptional Service: An Introduction to Connecting with HaloUS

At HaloUS LLC, we firmly believe that the foundation of a great customer experience is open, accessible, and effective communication. We understand that purchasing furniture for your home is a significant and personal endeavor. You may have questions about a product’s specific dimensions to ensure it fits perfectly in your space, need clarification on our shipping timelines to coordinate a move, or require thoughtful guidance to help you make a decision between two beautiful pieces. Whatever your need or query may be, we want you to feel confident, supported, and valued throughout your journey with us. This “Contact Us” page is designed to be your comprehensive resource and direct gateway to our dedicated customer support team. It is more than just a list of information; it is a testament to our unwavering commitment to being readily available, transparent, and immensely helpful.

Our customer service philosophy is built on the principle of being “customer-centric” in the truest sense of the word. This means that you, our valued customer, are the focal point of every system we build, every policy we draft, and every interaction we initiate. We have structured our support channels to be as versatile and accommodating as possible, recognizing that different situations call for different forms of communication. Whether you prefer the immediacy of a phone call, the detailed record of an email, the formality of postal mail, or the convenience of digital forms, we have a channel tailored for you. Our team of support specialists is not just trained to solve problems; they are educated about the nuances of our entire product line, the intricacies of our shipping and fulfillment processes, and the details of our policies. They are empowered with the knowledge and the authority to provide you with accurate, timely, and satisfactory resolutions. We don’t view customer service as a department that handles complaints; we see it as the vital, beating heart of our company, the primary channel through which we build lasting relationships and turn first-time buyers into lifelong patrons of the HaloUS brand.

II. The Cornerstone of Communication: Our Detailed Contact Information

To ensure that you can reach us in the manner that is most convenient and effective for you, we provide multiple, clearly defined channels of communication. Each channel is monitored and managed with the highest level of professionalism and care. Below, you will find a complete breakdown of all the ways you can get in touch with the appropriate team at HaloUS LLC.

Primary Customer Support Channels: Direct and Immediate

For all general inquiries, pre-purchase questions, order status updates, and post-purchase support, the following channels are your most direct and efficient routes to our customer support team.

1. Customer Support Phone Line
We are proud to offer direct telephone support for our customers. Speaking with a knowledgeable human being can often be the fastest way to get complex questions answered or to discuss specific needs in detail.

  • Phone Number: +84818685222

  • Hours of Operation: Our phone lines are staffed by live customer support agents from:

    • Monday – Friday: 8:00 AM to 8:00 PM Central Standard Time (CST)

    • Saturday: 9:00 AM to 5:00 PM Central Standard Time (CST)

    • Sunday: Closed

  • What to Expect When You Call: When you dial our number, you will be greeted by a professional automated attendant system designed to route your call efficiently. You may be presented with options to connect you to the most appropriate department (e.g., “Press 1 for New Orders and Product Information,” “Press 2 for Existing Order Status and Shipping,” “Press 3 for Returns and Exchanges”). Please listen to these options carefully to ensure you are connected to the agent best equipped to assist you. During peak hours, you may experience a brief hold time; we appreciate your patience and assure you that a dedicated representative will be with you as soon as possible. We recommend having your order number ready if your inquiry is about an existing purchase, as this will significantly expedite the process.

2. Dedicated Customer Support Email
For non-urgent matters, detailed inquiries that may require attachments (like photos), or when you simply prefer to have a written record of the correspondence, our email support channel is the perfect solution.

  • Email Address: lieuphidinh253@gmail.com

  • Expected Response Time: We are committed to acknowledging all customer emails within 4 business hours during our standard operating hours. Our goal is to provide a substantive, comprehensive response to your query within 24 business hours. For highly complex issues that require investigation across multiple departments, we will always send an acknowledgment email to inform you that we have received your message and are working diligently on a resolution, providing you with a clear timeframe for our full response.

  • Tips for Effective Email Communication: To help us assist you as quickly as possible, please consider including the following information in your initial email:

    • Your full name.

    • Your order number (if applicable).

    • The specific product name or SKU you are inquiring about.

    • A clear and concise subject line (e.g., “Question about Dimensions of the [Product Name]” or “Issue with My Order #12345”).

    • A detailed description of your question, request, or concern.

Corporate Headquarters: Our Physical Location and Mailing Address

While our primary business is conducted online through our digital storefront at halous.store, we maintain a formal corporate office for administrative, strategic, and vendor relations purposes. Please note that this is not a retail storefront or a showroom open to the public. We do not hold inventory or process returns directly at this location. However, it serves as our official mailing address for all formal, legal, and business-to-business correspondence.

  • Official Company Name: HaloUS LLC

  • Street Address: 5900 Balcones Drive STE 100

  • City, State, ZIP Code: Austin, TX 78731

  • Purposes for this Address: This address should be used for:

    • Sending formal written communications.

    • Legal notices (please also send via email for fastest acknowledgment).

    • Service of process (where legally required).

    • Vendor and partnership proposals.

    • Sending any physical documents that require our formal receipt.

Important Note on Returns: Please do not ship any return items to our corporate address unless you have explicitly been instructed to do so by a member of our customer service team through a formal Return Merchandise Authorization (RMA) process. Unauthorized returns sent to our Austin office will significantly delay the processing of your refund and may result in the package being refused. Always initiate all returns through the official channels outlined in our “Refund and Return Policy.”

Digital Front Door: Our Website and Social Media

Our website is the hub of our brand and your first stop for a wealth of information.

  • Main Website: halous.store

    • Live Chat Functionality: We are excited to offer a live chat feature directly on our website. This is often the quickest way to get answers to simple, frequently asked questions during business hours. Look for the chat icon in the bottom corner of your screen when browsing halous.store.

    • Contact Forms: Scattered throughout our website, particularly in the “Help” or “FAQ” sections, you may find dedicated contact forms. These forms are designed to capture all necessary information upfront, ensuring your query is routed correctly from the start.

  • Social Media Presence:
    We are actively building our community on various social media platforms. These channels are excellent for staying updated on new product launches, design inspirations, promotional offers, and company news.

    • Facebook: [HaloUS LLC Facebook Page Link]

    • Instagram: [HaloUS LLC Instagram Handle]

    • Pinterest: [HaloUS LLC Pinterest Profile]

    • Important Note on Social Media Support: While we love engaging with our community on social media, these platforms are not the ideal channels for resolving specific customer service issues or sharing personal order information. For your privacy and security, please do not post order details, tracking numbers, or personal contact information in public comments or direct messages on social media. Instead, use the primary channels (Phone or Email) listed above for dedicated support, and use social media for inspiration and general updates.

III. Structured for Success: Our Departmental Directory and When to Use Each Channel

To streamline your experience and connect you with the right expert immediately, we have organized our internal team into specialized departments. Understanding the focus of each department will help you direct your inquiry for the fastest and most effective resolution.

  • General Customer Service & Support:

    • Contact Via: Phone, Email, Live Chat

    • Handles: Pre-sale product questions, order status and tracking, questions about our website functionality, basic policy clarifications, and initial concerns or issues with an order. This is your all-purpose, first point of contact.

  • Technical Support & Product Assembly:

    • Contact Via: Email (primarily), Phone callback if required.

    • Handles: Complex questions about product assembly, requests for digital copies of assembly instructions, troubleshooting if a part appears to be missing or damaged, and providing guidance on product care and maintenance.

  • Billing & Payments Department:

    • Contact Via: Email (preferred for a documented trail), Phone.

    • Handles: Questions about charges on your credit/debit card, issues with applying promo codes, problems with payment processing through Stripe, Apple Pay, or Google Pay, and requests for invoices or receipts.

  • Returns & Exchanges Department:

    • Contact Via: The dedicated Returns Portal on your account page on halous.store is the fastest method. Alternatively, initiate via Email.

    • Handles: All requests for returns, exchanges, and refunds. They manage the issuance of Return Merchandise Authorization (RMA) numbers, provide return shipping instructions, and process refunds once the returned item is received and inspected.

  • Shipping & Logistics Inquiries:

    • Contact Via: Phone, Email

    • Handles: Detailed questions about shipping policy, issues with delivery (e.g., “carrier reported delivered but I cannot find the package”), concerns about shipping damages, and inquiries about international shipping customs and duties.

  • Wholesale, Trade, & Partnership Inquiries:

    • Contact Via: Email only (to lieuphidinh253@gmail.com with “Trade Inquiry” in the subject line).

    • Handles: Inquiries from interior designers, furniture retailers, property managers, or corporate entities interested in bulk purchases, establishing a trade discount program, or exploring brand partnerships.

IV. Maximizing Your Interaction: A Guide to Preparing for Contact

A little preparation before you contact us can dramatically enhance the efficiency and effectiveness of our interaction, ensuring you get the help you need as quickly as possible. Here is a helpful checklist based on the nature of your inquiry.

For Order Status and Shipping Questions:

  • Have your order number ready. This is the most critical piece of information.

  • Know the email address you used to place the order.

  • Check your email spam/junk folder for any tracking information from us or our carriers before calling, as sometimes these emails can be misdirected.

For Product-Specific Questions:

  • Have the product name and/or SKU (product code). This can be found on the product page on our website.

  • If your question is about dimensions, check the product description first, as we provide detailed measurements and diagrams online.

  • If you are inquiring about a finish or color, please be aware that monitor settings can vary. We can provide more details upon request.

For Assistance with Returns or Refunds:

  • Have your order number and the reason for the return ready.

  • Review our “Refund and Return Policy” page beforehand so you are familiar with the terms, timeframes, and any potential restocking fees.

  • If your return is due to a defective or damaged item, it is extremely helpful to have photographs of the damage or defect ready to send via email.

For General Website or Account Assistance:

  • Note the web browser (e.g., Chrome, Safari, Firefox) and device (e.g., iPhone, Windows PC, Mac) you are using when you encountered an issue.

  • If you are receiving an error message, write down the exact wording of the message or, even better, take a screenshot.

V. Beyond the First Contact: Our Service Escalation Pathway

Our goal is to resolve the vast majority of inquiries during the first contact. However, we recognize that some situations may be particularly complex or may require specialized attention. If you feel that your issue has not been fully resolved after your initial contact, we have a clear and respectful escalation pathway.

  1. Step 1: Speak with a Senior Customer Service Representative.
    If the initial agent is unable to resolve your issue to your satisfaction, you have the right to politely request that your call or email be escalated to a Senior Representative or a Team Lead. These individuals have more experience and a broader level of authority to handle exceptional cases, offer alternative solutions, or approve discretionary gestures.

  2. Step 2: Contact the Customer Service Manager.
    If the issue remains unresolved after speaking with a senior representative, you can request that the matter be brought to the attention of the Customer Service Manager. You can do this by asking the senior representative directly or by sending a separate, clearly marked email to lieuphidinh253@gmail.com with the subject line “ATTN: Customer Service Manager – Escalation.” In the email, please provide a detailed summary of your issue, the steps you have already taken, the names of any representatives you have spoken with (if you have them), and why you feel the previous solutions were inadequate.

  3. Step 3: Executive Outreach.
    As a final internal step, persistent and unresolved critical issues can be escalated to a member of the company’s leadership team. This channel is reserved for the most serious matters that have not been resolved through the standard and managerial channels. You can write a formal letter and mail it to our corporate headquarters address, marked “CONFIDENTIAL – FOR THE ATTENTION OF THE OFFICE OF THE PRESIDENT.”

We are committed to seeing every issue through to a fair and reasonable conclusion. This structured escalation path ensures that your concerns are heard at every level of our organization.

VI. Your Time is Valued: Our Service Commitment to You

We understand that your time is precious. Therefore, we publicly commit to the following service standards:

  • We will be accessible. We maintain multiple, clearly listed channels of communication during extensive business hours.

  • We will be responsive. We will acknowledge your communication promptly and provide timely updates until your issue is closed.

  • We will be knowledgeable. Our team is continuously trained on our products, policies, and systems to provide you with accurate information.

  • We will be empathetic. We will listen to your concerns with patience and understanding, and we will treat you with the utmost respect.

  • We will be solution-oriented. Our focus will always be on finding a fair, efficient, and satisfactory resolution to your inquiry.

VII. Frequently Asked Contact Questions (FAQ)

Q: What is the fastest way to get help?
A: For simple questions, Live Chat on our website is often the fastest. For more complex issues, a phone call during business hours is typically the most direct.

Q: I emailed you but haven’t heard back. What should I do?
A: First, please double-check your spam or junk mail folder. If our response is not there, please wait the full 24 business hours before sending a follow-up email. Sending multiple emails for the same issue can sometimes create duplicate tickets and slow down the process.

Q: Can I change or cancel my order after I’ve placed it?
A: We work to process and ship orders very quickly. Please contact us immediately by phone for the best chance of modifying or canceling an order. Once an order has entered the “Processing” or “Shipped” stage in our warehouse system, we may be unable to cancel it, and it would then be subject to our standard return policy upon receipt.

Q: Who do I contact if I have a problem with a product I received?
A: Please contact our General Customer Service team via phone or email. They will guide you through the troubleshooting process and, if necessary, initiate a return or exchange for a defective item.

Q: Do you have a showroom where I can see your products in person?
A: Currently, HaloUS LLC operates exclusively as an e-commerce retailer through halous.store. We do not have a physical showroom open to the public. We provide high-resolution images, detailed dimensions, and comprehensive product descriptions on our website to help you make an informed decision from the comfort of your home.

Thank you for considering HaloUS LLC for your home furnishing needs. We are truly here to help and look forward to assisting you.