Help

Customer Support

How to reach us, when we reply, and what to expect once you are a client.

Last updated: September 23, 2026

1. How to contact us

  • Email: contact@hltbrands.com — best for anything with detail, screenshots or files.
  • Phone: +84 384 565 454 — best for urgent issues.
  • Contact form: on our Contact Us page.

2. Support hours and response times

Support hours are Monday to Saturday, 9:00 AM – 5:00 PM (Vietnam time, GMT+7). We reply to every message within 24 hours during support hours; messages received outside these hours are answered the next working day. Care plans include faster response times as listed on our Services & Pricing page.

3. Urgent issues

If your website is down, hacked, or taking payments incorrectly, please call us. We treat these as urgent and begin work the same day for any client, on any plan.

4. What to include

  • The website address concerned
  • What you expected to happen and what happened instead
  • Screenshots or a screen recording for visual issues
  • Device and browser used
  • Your order number for billing questions

5. Access and hand-over

You own your domain, hosting, website and advertising accounts. If you ask for access, or want to move to another provider, we hand everything over within 5 business days at no cost.

6. Complaints

If you are unhappy with our work, email contact@hltbrands.com with “Complaint” in the subject. We will acknowledge it within 24 hours and aim to resolve it within 7 business days. Please contact us before disputing a charge with your bank — we correct genuine errors immediately.

Contact

HLT BRANDS Household Business (“HLT Brands”)
Lot 4, LK 7-3, My Gia An Khanh Urban Area, Nam Nha Trang Ward, Khanh Hoa Province, Vietnam
Email: contact@hltbrands.com
Phone: +84 384 565 454
Business registration no. 040093006279