FAQ
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Q: What is a resale (Reissue) product?
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A: A resale product is the reissued edition of popular products, which the manufacturer releases to the market again according to the high demand.
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Q: What is an out-of-production product?
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A: An out-of-production product is the product we currently do not have in our inventory, and also difficult to find in the market.
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Q: Why is a product release date change sometimes?
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A: The product release date on our web is the estimation based on shipment arrival time at our warehouse, and because there could shipping delay sometimes, therefore we may not get the new product in time. By then, we'll post new release date as soon as possible.
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Q: How do I cancel my order?
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A: Any order placed with our company would not able to be cancelled, except under exceptional circumstances. Should customer really to need cancel orders under extreme cases, please contact with our Customer Service Department at Info@ishop2go.com, and we will decide on a case-by-case basis. But we do not accept order cancellation in general.
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Q: Why is my order only partially shipped, and some products listed on receipt are not in the package I receive?
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A: It's probably because some products you have ordered are pre-orders products, or some products require additional time to be shipped. In that circumstance, we would ship some available products first to customer to minimize unnecessary waiting, and the rest of the order will be shipped as soon as they become available. And we would not charge any extra service and shipping fees for additional handling and shipping.
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Q: What payment methods are accepted at iShop2go?
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A: We accept both online credit card and PayPal payments. If you have the need to use foreign currency wire transfer service, please contact with our Customer Service Department at info@ishop2go.com. And please keep in mind that wire transfer takes approximately 7 days, and we'll process the shipping as soon as we receive payment. The settlement currency at iShop2go is Hong Kong dollar (HKD).
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Q: When will the payment deducted from my credit card account?
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A: Your credit card will be charged 1 business day after successful payment is made, the full amount including both presently available and pre-order products.
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Q: I have requested refund, when can I receive it?
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A: If your refund request has been verified with our customer service, the Account Department will process the refund within 2 business days, and it usually take another 3 – 5 business days for the bank to receive the amount, please check your monthly bill to confirm if you have received it. And refund via PayPal will be processed and transferred instantly.
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Q: Any sales tax on order?
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A: We currently do not charge sales tax on our online store.
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Q: Where do I get my order receipt?
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A: Every time an order transaction is completed, the system will Email the receipt to you automatically. And you do not need to reply because it's a system Email; if you do not receive the receipt Email automatically please log into members section on our web, and there is message inbox you can check for the latest message from us.
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Q: I have wire transferred the payment, how do I notify you?
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A: We recommend that you scan the wire transfer invoice copy and Email it to our Customer Service Department at info@ishop2go.com; or you can fax it to us (Fax number: 852-3697-0930).
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Q: Do you ship to my country?
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A: Our Company provides international shipping can reach almost any country, so no matter where you are; if you have an address then we will ship it!
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Q: How do I calculate the shipping cost to my country?
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A: Please refer to the product information page, and check for the shipping cost details then find your country and calculate the amount. If you are buying multiple products, please login members section first, and you will find the shipping cost in shopping cart.
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Q: I have completed placing order, when will I receive it?
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A: We would ship your order about 2 business days. For delivery by air, please allow 5 to 7 days to be delivered; and 3 to 5 days for express shipping.
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Q: How do I find out my shipping status?
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A: We would send you Email notification after you placing order online, and your package tracking number is enclosed in that Email, which can be used to track your package at http://www.hongkongpost.com, it will provide details of the shipping status.
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Q: I have been notified that my order has been shipped a week ago, but why I still haven't received it?
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A: Several circumstances may cause possible shipping delay.
1. Your package has been chosen to be inspected at the customs of your countries, this is a random procedure that any package may or may not be inspected.
2. The shipping address you provide is not accurate or incomplete, that your local post office may have difficulty to deliver it to you. To resolve this issue, we recommend you contact with your country local post office with the package tracking number, and they will be able to complete the delivery. And if you still cannot locate the package, we can send a mail inquiry to post office in Hong Kong to help you find it, because this issue may deals with multiple authorizes in different countries and areas, 3 months is the time limit we extend the help service on our side. And please provide with as accurate and complete address as possible when placing order.
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Q: How can I become a member?
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A: You can register at our website, and become our member after filling out some basic personal information. In addition, your privacy will be fully secured and respected, for more information please read the privacy section on our web.
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Q: How do I modify my personal info?
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A: After you login with your ID at the member section, you can edit your personal info at "my account".
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Q: I forget my password, what should I do to retrieve it?
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A: We provide service to Email your password to you, just click on "forget password" at the login page and insert your Email address, then the system will Email your password to your inbox automatically.
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COOPERATION OPPORTUNITY
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Q: I am an interested oversea retailer, so can we discuss possible business cooperation?
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A: We are delightfully and actively seeking for any possible business relationships, please contact with our Customer Service Department at info@ishop2go.com, we can discuss more details with you as soon as possible.
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LOCAL CUSTOMER
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Q: I am a customer in Hong Kong, so can I come and shop at your physical store?
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A: No, because we are a completely web-based store, therefore there is no physical location you can visit in person.
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Q:What about the Hong Kong local address on your website?
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A:That address is the office building of our company headquarter, which is not a physical location providing any retail service.
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Q:What about the Hong Kong local address on your website?
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A:That address is the office building of our company headquarter, which is not a physical location providing any retail service.
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Q:Besides the online shopping on your website, is there any other way to shop?
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A:Yes. If you'd prefer not to make online payment, you can also wire the amount to our company bank account, and then fax the information including your contact number and bank transaction copy to us. Upon receiving the info, our customer service agent will contact with you and arrange the delivery at Tai Po Market MTR station. For your information, we only provide in-person delivery at Tai Po Market MTR station, as any other location will not be accepted.
P.S. By making bank transaction to our company bank account, the customer is by default agrees to have the order to be delivered at Tai Po Market MTR station.
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Q: If I choose to have my order to be delivered at Tai Po Market and Kwun Tong MTR station, is the order qualifies for shipping free?
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A: No. We would not bill any shippig fee if you exchange the goods in Tai Po Market or Kwun Tong MTR station. Please choose "Self Take" in the shipping method selections in shopping cart. Our customer service will contact you about the exchange details.
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Q: Why is there no difference between air and express shipping fee for Hong Kong? So which one should I choose?
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A:Both shipping methods are indifferent if receiving address is in Hong Kong They are all using Hong Kong Post local parcel service and are not air mail service. But for customers' convenience, we included this service fee in both shipping methods.
Please notice if you choose to ship by Hong Kong Post service, you need to write down your complete shipping address, because it is different from local courier services. Hong Kong Post service doesn't provide selected location delivery service, for example transaction at shopping mall or other public locations.
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Q: Do I have to register for iShop2go membership in order to use the Gift Point promotion program?
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A: Yes. Once you become our member, you are qualified to Gift Point benefit. Registration is totally free.
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Q: Can I purchase multiple units of a Gift Point promotional products at a time?
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A: Of course. You can purchase multiple units of the promotional product per order, but the quantity can't exceed the stated limit. And we highly recommend you visit our website once you receive our promotional message, since many products of this nature come with very limited supplies.
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Q: Is there a time limit on the Gift Point promotion?
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A: Yes there is. For more details please check the expiration date in Gift Point promotion. We will provide specific info about the expiration date on Gift Point promotional products.
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Q: Any quantity limit on Gift Point promotional products?
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A: Yes, and the purchase limit is listed for each promotional product.
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Q: How come not all product pages have Gift Point insert box?
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A: You would only see the Gift Point insert box in the ongoing promotional product page, while the regular product doesn't have it.
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Q: Can I purchase multiple different Gift Point promotional products with one order?
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A: Yes. You can place an order of multiple different Gift Point promotional products in it.
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