Shipping & Orders

What are the general shipping policies for physical items?

• Shipping fees are calculated automatically at checkout. Please contact us if the shipping fee is not displayed.
• Customer is responsible for any additional import duty and/or VAT that are not included in the order post-checkout.
• Real name authentication at EZ Way app is required for orders from Taiwan.
• Please check if there is any special shipping policies for each item in the Shipping & Orders section in its product page.
• Before signing for delivery, inspect the package for damage. If there are any concerns, refuse to sign and seek clarification from the delivery person.
• Our store will have a dedicated person to check the goods before shipment to make sure that the goods meet the description.
• For some special products, we may process orders for Verified Customers only, or may allow self pick-up option only.

What are the general order policies for physical items?

For some special products, we may process orders for Verified Customers only, or may allow self pick-up option only.

For orders from outside Hong Kong SAR and Macao SAR:

• For Verified Customers, we can do door-to-door delivery.
• For Non-Verified Customers, we do not accept orders on physical products from Non-Verified Customers outside Hong Kong SAR for now.

For the definition of a Verified Customer, please see section "How to become a Verified Customer?" below.

Please check if there is any special order policies for each item in the Shipping & Orders section in its product page.

How to become a Verified Customer?

For entities, we will require:

1. A copy of Business Registration Certificate (or equivalent)
2. A proof of the Authorized Signatory status for the person who sign off the order.
3. A valid purchase order, or order submitted online

For individuals, we will require:

1. A copy of a government-issued photo ID
2. A proof of address (within 3 months) with the name on the proof matches the name from the payment, and the address on the proof matches the shipping address of the order.

We reserve the right to make the final decision.

Unpaid Order

An unpaid order from a non-Verified Customer is treated as an incomplete order.  It will not be processed and fulfilled by us.  We will cancel any unpaid orders on or after 24-48 hours.  We may permanently block an user and/or his/her IP address from accessing our site or submitting orders if he/she has multiple unpaid orders in the past.

Order Cancellation Due to Potential Buyer Fraud

For orders that have incomplete or inaccurate information, we'll request the customer to send us correct and complete information in order us to process the order.

If we do not receive correct and complete information for the order within 24 hours, we'll cancel that order and refund the order.

We use advanced system(s) to detect if an order has a high risk of fraud. If we cannot receive correct and accurate information for the order, or verify the validity of the order, we may cancel these orders within 24 hours.

We may block an user from accessing our site or submitting orders if he/she has an order that has been cancelled due to potential buyer fraud.

Order Cancellation

We are happy to cancel your order before we process your order.  However, if we have already processed your order before you submit the order cancellation request, we cannot cancel your order.

We typically process your order within few hours after you have submitted and paid for your order.

As there are costs associated with cancelling an order, a cancellation fee of 15% of the total order amount will apply, with a minimum fee of HK$50 (or equivalent in other currency).

Please note that you will also bear all the charges that it will incur for the refund  (e.g. transaction fees) charged by the relevant financial institutions (such as the credit card company or bank).

To cancel your order:

1. You must fill in our Return Form, and select Order Cancellation as the subject (we do not accept order cancellation requests through any other methods).
2. Write down clearly the invoice number, which items with their SKU and the quantities you would like to cancel in the Return Form.
3. We do not process an order cancellation request if the email address, phone number, invoice number, or SKU filled in the Return Form do not match with the information in the original order.
4. We will contact you by email once we have reviewed and processed your request.

Order Tracking

After placing an order, you will receive an email from us containing all the details of your purchase.  We may also be in touch if we need further information to verify your payment.  Once your order is approved, the relevant personnel will process your order and dispatch it as soon as possible.

Customers should monitor their email for updates.

The estimated time of delivery for each product are shown in the Lead Time section in its product page.  We will send out emails to you every 2-3 days to keep you updated with the latest estimated arrival date.

If you order containing items from different warehouses, please keep in mind that your items may arrive separately.  While we aim to always deliver within the specified times, we are not responsible for delays due to factors that are not under our control, e.g. customs clearance, failed payment approval, or COVID-related factors.

What are the general order and delivery policies for software & services?

Software will be delivered through email.

Please check if there is any specific policy for each item in the Warranty and Shipping Information section in its product page.