FAQs
Order Issues
Q What should I do if I haven’t received the package yet?
A If you have the logistics number of your package, you can keep track of it on our order inquiry page. If not, please contact our customer service staff at tcntcoltd@gmail.com, we will contact you as soon as possible.
Q How do I pay for my order?
A Our website can support multiple payment methods, such as: VISA, Mastercard, AE, Apple Pay and Google Pay.
Q Is your website safe?
A You can rest assured that shopping in our online store is safe. We use the latest security systems and encryption software to keep your personal details such as name, address and bank details safe.
Q What should I do if I receive the wrong or damaged product?
A We are sorry to hear that you received an incorrect or damaged product. Please contact us as soon as possible at tcntcoltd@gmail.com, please include your order number, the name/product code of the item you should receive and any further details. We will contact you within 3 working days to resolve your issue.
Q Can I modify the order content?
A Once you have placed your order you cannot amend any details, our warehouse team will receive the order directly and have already started processing your order.
Q What methods can I choose to ship my goods?
A We provide SF express to ship orders from Hong Kong and Macau. If the order exceeds 900HKD, you can enjoy free local shipping. Otherwise, Hong Kong customers need to pay 40HKD for shipping, and Macau customers need to pay 40HKD for shipping.You need to pay 50HKD for shipping.
Q Are there any other areas where you can schedule delivery?
A We also ship to the following areas: Taiwan, the United States, the United Kingdom, Australia, and New Zealand.
Q How long does shipping usually take?
A Usually after placing an order, you will receive the product in about 5-10 working days.
Q Do you have return and exchange service?
A Items must be returned within 7 days of receipt
Q Will you refund the shipping cost of the item?
A Sorry, we do not offer free returns. Any return costs will be at your own expense.
Q What should I do if I receive the wrong or damaged product?
A We are sorry to hear that you received a damaged product. Contact us within 7 days of purchase at tcntcoltd@gmail.com , and attach a picture of the faulty product, we will contact you to solve the problem.
Q How long is the typical processing time?
A We will process your return as quickly as possible, but sometimes it can take up to 14 days to process your refund after you return the item to us. If you have not received a refund after 14 days of returning the item, please contact us now at tcntcoltd@gmail.com , and provide proof of the postage information from your return receipt, and we will investigate further.
Q How can I check the status of my return or exchange?
A Once we receive your return, you will receive an email notification. You will then also receive an email from us stating that your refund has been processed. Please note that payments may take 7-10 business days to appear in your account, depending on the card issuer.