A. Account
Do I have to log in before checkout?Yes, you need to sign up for a free HongMall account with your email address during checkout.
Why do I need to register?
After registration, you can save your shipping address and billing address. When checking out, simply choose your preferred address, no need to repeatedly fill out forms and saving valuable time on your part.
Why are the points not shown in my account after successful payment?
Regular points will be automatically added to your account after a successful purchase. Special bonus points for marketing campaigns are usually added after the end of the marketing campaign, please refer to the campaign's specific instructions for details.
How can I change my account information?
Please log in to your account and change or update your account information in the "Me" section.
B. Order
Customer Service Hours (EDT Time Zone)Monday - Friday (Public holidays excluded）
APP Online Service：9:30 AM - 6:00 PM
Phone call customer service：9:30 AM - 6:00 PM
Can I place an order by phone?
Unfortunately, HongMall is unable to place orders over the phone. Please use the HongMall App to place your order. The only way to purchase from HongMall is through the official app, there are no other websites, apps as well as physical stores.
What payment methods does HongMall accept?
HongMall App accepts WeChat Pay, AliPay, Visa/MasterCard, American Express, Visa Debit, and MasterCard Debit.
Can I change or cancel my order?
Once your order has been paid for, you can cancel your order on the app when the order status is "Create". When the order status changes to "Processing", you cannot cancel the package or change the shipping information on the app. Operation Procedure: Go to "Me" > Click "Orders" > Click "Details" > Click "Cancel Order"> Cancel Order Successfully
Can I change my address?
If you need to change the address information, you can change it on the app before the status of the package becomes "Processing", the operation process is as follows: Go to "Me"> Click "Orders" > Click "Details" > Click the “modify the address”. After the order status becomes "Processing" and "Shipped", you can't modify any shipping information.
Will items be restocked when they are sold out?
Most items will be restocked within two weeks to one month, while some out-of-stock items will take longer to be restocked. Open the message alert on your cell phone and click on the "Arrival Alert" feature in the HongMall App, you will receive the restocking notifications promptly.
Does HongMall accept wholesale orders?
HongMall serves individual consumers in the U.S., Canada & Australia, and does not support any form of wholesale, resale & other commercial behavior (except for some branded products). HongMall reserves the right to cancel or adjust any order if it is determined that the order is not intended for the consumer's personal use. and has the right to disqualify the associated account from participating in the market activities.
C. Points Rules
Points Accumulation Rules
1.Starting from 11:00 AM PST on 2025/01/02, the points accumulation rate will be adjusted to 1 point for every $1 spent.
After purchasing a product, points will be automatically added to your account based on the integer value of the product price (rounded down). The points earned for each product will be displayed next to its price.
Example: For a product priced at $25.99, the points earned will be 25 * 1 = 25
2. Points are calculated on a per-order basis. The total points earned for an order will be the sum of the points for all products within the order. The final total is rounded down to the nearest whole number.
Example: An order includes items A, B, and C, priced at $45.99, $29.99, and $32.99, respectively. The total points for the order would be: (45.99) + (29.99) + (32.99) = 108.97, rounded down to 108 points.
3.Exclusions from Points Accumulation
Government taxes (if applicable).
Shipping fees (if applicable).
4. When using discount codes or points for deductions during checkout, points will be calculated based on the post-discount or post-deduction amount, and the deducted points will be subtracted from your account.
5. For orders or items returned or adjusted for price, the corresponding points will be revoked proportionally and deducted from your account.
6. Points are applicable only to products sold directly by HongMall. Items sold by third-party merchants (Marketplace) on the platform are not eligible for point accumulation.
7. Please ensure your account information is complete and verified.Failure to verify your account email may impact the proper crediting of points.
Points Redemption Rules
1. Points can be redeemed at a ratio of 100 points = $1. Points can only be redeemed in multiples of 100. Partial points fewer than 100 cannot be used for redemption.
2. Points can be used for cash discounts during checkout but cannot be transferred or converted to cash. Points redemption is only available for HongMall self-operated products,and products sold by third-party merchants on the platform are not eligible for point redemption.
3. If an order paid with points is refunded, the redeemed points will be automatically returned to your account.
Activity Points
Additional points can be earned by participating in specific promotional activities. Rules and details for activity points will be subject to the terms of each activity.
Account Clearing Rules
If no active operation (such as shopping or other point-related activities) is performed on the account for one year, all accumulated points will be cleared.
A reminder email will be sent to the user one month before the points clearing deadline, ensuring sufficient time to take action and retain points.
Each account is allowed a maximum of two (2) appeals for points clearing. The results of the appeal will be subject to customer service review and confirmation.
For appeal details, please contact HongMall Customer Service for assistance.
Points Clearing Appeal Process
To submit your appeal, please contact our customer service via email at service.ca@hongmall.com. Ensure your email includes the following details:
• Full Name
• HongMall Account Email Address
• Contact Information (Phone#)
• Reason for Appeal
If available, please attach relevant supporting documents, such as order records or point transaction screenshots, as email attachments.
Review and Outcome
• Appeals will be reviewed within 10 business days after submission.
• If approved, points will be reinstated to the pre-clearance balance, and users will be notified via email.
• Each account is allowed only one second appeal. Further requests will not be accepted.
Additional Notes
Users can check their points details and usage records in the “Points” section under the “Me” page in the HongMall app.
HongMall reserves the right to freeze points in cases of abnormal or high-risk accounts.
All rules and promotional terms are subject to change. The latest updates will be provided via official announcements.
The final interpretation of these rules belongs to HongMall.
D. Parcel Shipping
How long does it take to ship an order?Generally, for Canadian warehouse and Japanese warehouse orders, the order will be processed 2 working days after the order is placed (create), subject to the date of the order number (e.g., if the order is placed on March 1, 2022, with the order number: 20220301XXXX, we will process your order before March 3); For Japanese contacts booking area, the order will be shipped out within 3-5 Japanese working days after the order is placed, and it will take 7-10 Japanese working days if the order contains contacts of brands such as loveil /FLANMY/Flurry/ACUVUE/MOTECON/BAMBI/define/ROHTO and other brands of contacts. Orders are not processed on weekends and public holidays. During special marketing campaigns, order processing time may be slightly delayed, please check the notification on the App homepage for details.
Detailed instructions on shipping
1.For orders delivered within Canada, free shipping is available on a single pre-tax purchase of CA$69 or more. Orders shipped to Ontario (ON) and British Columbia (BC) that do not meet the free shipping threshold will be charged a shipping fee of CA$9.99. Orders shipped to AB/QC/MB/NS/SK/NB/PE that do not meet the free shipping threshold will be charged CA$14.99. Orders shipped to NU/NL/NT/YT are not eligible for free shipping and will be charged a shipping fee of CA$49.99. Delivery typically takes 1–5 business days, but may take longer for remote areas. You can track your order status in real time through the order details page on the HongMall App. For items shipped from our Japan warehouse (HongMall JP), free shipping is available on orders over CA$129 (pre-tax). Orders below this threshold will be charged CA$24.99 for shipping.
2. Returned packages due to failed delivery:
If a package is returned due to reasons not caused by HongMall (such as incorrect name/address, customer not at home, vacation, etc.), we will contact the customer via email or phone upon receiving the returned package. If the customer wishes to have the package reshipped, they will need to pay a corresponding reshipping fee: CA$9.99 for ON and BC orders; CA$14.99 for AB/QC/MB/NS/SK/NB/PE orders; CA$49.99 for NU/NL/NT/YT orders; CA$24.99 for orders from Japan warehouse (HongMall JP) to Canada. Customers should place a supplementary shipping fee order accordingly. If the customer prefers a refund, HongMall will deduct the original shipping cost (see above for rates) from the refund amount. The remaining balance will be refunded within 1 business day to the original payment method. Please note it may take approximately 5–10 business days for the funds to appear in your account.
3. The delivery company responsible for parcel delivery will employ the following methods based on the recipient's address: 1) Direct doorstep delivery; 2) Placement inside the recipient's community mailbox or parcel locker; 3) Leaving a notification card, directing the recipient to collect the parcel from a specified nearby location.
What delivery method does HongMall use?
Normally, for packages sent from Canadian warehouses, orders within Canada will be shipped by Canada Post or UPS, and orders from Japanese warehouses will be delivered to Canada using international DHL/EMS/FedEx.
To track packages
After your order is shipped, you can check the parcel status and tracking number in the "Me - Orders - Details" section of the HongMall app.
Regarding customs duties
If the parcels sent from Japan warehouse(HongMall JP) to Canada, if the customs duty is occurred, the customer will pay it first, with the parcel customs bill to contact HongMall customer service for reimbursement. If HongMall believes that the order does not belong to normal personal consumption and use, or the existence of secondary sales and other circumstances, HongMall may cancel the order, or does not bear the customs duties arising from this order.
Note: Duty issues arising from orders placed from Market Place are subject to the merchant's policy.
E. Parcel Delivery Exception
You can track your parcels through HongMall App
1. Package delivered by HongMall Express: If the delivery status of the order has been shown as “Delivered” (or similar status) but the package have not actually been received, please make sure to contact HongMall Customer Service within 3 working days.
2. Package delivered by logistics: If the delivery status of the order has been shown as “Delivered”, but the package has not been received, please be sure to contact HongMall customer service within 5 working days, and HongMall will work with you to contact the postal company to inquire about the status of the package. HongMall will contact you via email or phone to check the status of your package, and the delivery company will contact you via email or phone, so please be sure to check and reply.
Please understand that the following circumstances leading to package loss are not covered by HongMall's package compensation policy:
- Incorrect recipient name or failure to register with the property management office, leading to the package being undeliverable.
- Incorrect recipient address, address changes, or incomplete address leading to the package being undeliverable.
- Failure to cooperate with the delivery company's investigation of package abnormalities within the specified time frame.
- Failure to contact HongMall or the delivery company within the agreed-upon time frame when the package status is abnormal.
- Loss of packages due to human theft.
F. Order Processing
How do I check my order status?Please log in to your HongMall App to check the status of your orders. The main order statuses in the HongMall App include:
- "Create": The order has been successfully placed and is awaiting processing. You can self-cancel the order at this stage in the App.
- "Processing": The order is being processed and cannot be self-cancelled once it reaches this stage.
- "Presale": The order contains pre-sale items, and shipment will occur automatically once the items are in stock.
- "Shipped": The order has been dispatched from the HongMall warehouse and can be tracked using the HongMall App.
- "Canceled": The order has been canceled, and the payment will be automatically refunded to the payment account.
Special Note:
To ensure a better shopping experience for consumers in Canada, the quantity of each item in an individual order should not exceed 10 units, unless otherwise specified. If HongMall determines that the order does not fit the criteria for consumer retail, it may adjust the quantity of items in the order. Any excess items will be automatically returned, and the corresponding funds will be refunded.
The maximum shipping weight for all orders is 15 kg (33 pounds). If an order exceeds this weight limit, HongMall reserves the right to adjust or cancel the order or charge additional shipping fees.
G. Price Protection
Due to factors such as import and export of goods, fluctuations in exchange rates, and market activities, prices of products on HongMall may be subject to periodic adjustments. If a customer finds that the price of the same specification product (identical specifications) sold by HongMall has been reduced within 7 days of purchase, they can contact customer service to request a refund of the price difference. Upon confirmation by customer service, the price difference will be refunded to the bank card or payment account used for the original purchase. Various types of market activities, such as point rewards, VIP discount codes, gifts with purchase, price reductions with minimum purchase, and limited-time flash sales, are not considered single-item price reductions and are therefore not covered by the price protection service.Please note: This 7-day price protection clause does not apply to Marketplaces. Marketplaces have their own after-sales policies, and you can find relevant information in the "Shipping and After-Sales Rules" of each store.
H. Quality Assurance
1. HongMall guarantees that all products sold are authentic. Customer service will not entertain or provide explanations for doubts regarding the authenticity of the products.2. The official HongMall App is the only sales channel. HongMall has not established any agents or physical stores. HongMall cannot provide any services for products purchased through unofficial app channels.
I. Consumption Tax
For shipped packages, users are required to pay consumption tax according to the laws of the respective provinces in CanadaJ. Return and Exchange
1. Requesting a Refund:Contact HongMall customer service before the parcel is shipped or within 30 days (from the date delivered) upon the arrival of the product. Once confirmed by customer service, the return process will commence. Inside the package returned to HongMall, please include your HongMall account and the corresponding order number for refund processing.
Important Note： Due to different warehouse locations, the return address must match the shipping warehouse address. Any costs or other issues incurred due to incorrect return addresses will be the responsibility of the customer. The addresses for each warehouse are as follows:
Canada
Attn: HongMall
Address: 10 Whitehall Dr, Markham, ON L3R 5Z7
Japan
Attn: HongMall Japan
Address: 1-11-24 Futamata, Ichikawa-shi, Chiba, 272-0001 Japan
2. Requesting an Exchange:
(a) If the delivered product does not match the ordered product, the company will cover the return shipping costs and will send the correct ordered product for free.
(b) If the delivered product is damaged or defective, 3 photos clearly indicating the damage or defects must be provided to customer service.
3. The following situations are not eligible for returns:
(a) Failure to contact the company within 30 days of product arrival to inform them of the return request.
(b) Products that have been used or may affect future normal sales.
4. In the event of incorrect delivery, under-delivery, missing items, or damaged products after the package is delivered, please contact us within 7 days upon the arrival of the package. We will process it promptly and provide you with a replacement or refund upon confirmation.
Returns and Exchanges for Beauty Products:
Due to hygiene and product safety reasons, HongMall does not accept returns or exchanges for beauty products that have been opened or used. Please ensure that the product you wish to return for a refund is unopened and does not affect resale. Returns due to personal factors such as skin allergies are not accepted. It is recommended to conduct a skin test before use. Returns due to personal preferences (such as appearance, color, smell, etc.) or unsuitability for personal skin or hair types will not be accepted.
Returns and Exchanges for Food Products:
Food products are not eligible for returns or exchanges. To ensure food safety and hygiene, food products without quality issues cannot be returned or exchanged. Customers are advised to carefully inspect food products upon receipt. If there are issues such as damaged outer packaging, missing items, or spoilage, please contact customer service immediately and provide the relevant order number and clear pictures.
Returns and Exchanges for Beauty Devices:
HongMall does not accept returns or exchanges for beauty devices that have been opened or used. If a refund is requested, please ensure that the device you wish to refund is unopened and does not affect resale. All beauty devices sold by HongMall are covered by the original manufacturer's warranty. If there are any quality issues within the warranty period, please contact customer service to apply for free repairs by the original manufacturer.
The return and exchange policy for pre-sale/pre-order items, including colored contact lenses：
Pre-sale/pre-order items, including colored contact lenses, are not eligible for return or exchange unless there is a quality issue.
Return-related Shipping Fees:
If the returned item has not been shipped by HongMall, the shipping fee will be refunded. If the item has already been shipped by HongMall, the incurred shipping fee will not be refunded. The shipping costs incurred from consumers returning items to HongMall due to consumer reasons must be paid by the consumer.
How Long Does It Take to Receive a Refund?
Depending on the processing time of different banks, after the refund is processed, the funds will generally be returned to the bank card used for payment within 5-10 working days. For payments made via WeChat Pay or Alipay, please check your account within 24 hours.
Please note that the above return and exchange notes apply only to HongMall's self-operated products. If you have purchased products from third-party marketplaces, please refer to the "Shipping and After-Sales Rules" of the respective stores.
K. Marketplace
What is HongMall Marketplace?
HongMall Marketplace is a platform introduced to enhance your shopping experience and increase the variety of products available on HongMall by inviting third-party merchants to join. As a customer of HongMall, you will see all products sold by both HongMall and the merchants who have joined the platform, and you can freely make purchases.
Why are Marketplace products bilingual in Chinese and English?
For local or Western brands, the English content you see is from the original merchant, while the Chinese content is a translated version provided for your convenience. The Chinese translation is for reference only, and the English original version is the valid content.
How do I know if a product is sold by a third-party merchant?
On the product introduction page of each item, we will indicate "Sold by _______," where you will see the name of the specific merchant.
Can I earn and redeem points when purchasing from Marketplace sellers?
Currently, purchases from Marketplace sellers are not eligible to earn points under HongMall's existing points program. Additionally, accumulated points cannot be used to redeem Marketplace items at this time. Thank you for your understanding.
Do Marketplace products participate in HongMall's promotional activities?
Generally, third-party merchants determine their own promotion methods independently and are not required to align with HongMall's promotions.
Who do I contact if I have questions about Marketplace products or orders?
Through the order inquiry function on the HongMall App, you can view the status of all orders, including Marketplace orders, and the tracking numbers for packages. Additionally, for any questions regarding third-party products or orders, you can continue to contact HongMall customer service, and we will assist you throughout the communication with the merchants and resolving any issues.
Is the handling and delivery of Marketplace orders the same as for HongMall's self-operated products?
Marketplace products are directly shipped by third-party merchants, and each merchant has different processing and delivery regulations. Before placing an order, please carefully read and understand the shipping information displayed on the merchant's homepage, including order processing time, free shipping policy, shipping costs, delivery time, etc.
Can I cancel or change an order after placing it on Marketplace?
As long as the order status displayed in the mobile app is "create," you can directly cancel the order and place a new one in the app. If the order status displayed in the app is "processing" or "shipped," you will be unable to cancel or modify it. If you have any questions, please contact HongMall customer service.
Where can I find the return policy for Marketplace merchants?
The homepage of merchant's shop homepage will provide a link to the return policy. Clicking on the link will show you detailed seller return policies.
How do I return or exchange products purchased from Marketplace?
You need to contact HongMall customer service within the time frame specified in the merchant's return policy to obtain approval for returns or exchanges from the merchant. Then, follow the merchant's instructions to return the product by mail or apply for a refund. HongMall, as the platform provider, cannot fulfill return or exchange responsibilities, but our customer service is happy to assist you throughout the communication with the seller and the return process.
How is the quality of Marketplace products guaranteed?
HongMall rigorously audits every merchant and their products before they join the platform. This includes requiring merchants to submit applications, provide supporting documents, and evidence of brand ownership, trademark registration certificates, or valid authorization certificates for the products they sell. Additionally, HongMall conducts checks on customer feedback and customer service quality of the merchants. As a platform, HongMall supervises third-party merchants to ensure they fulfill their obligations and assume corresponding responsibilities. For more details, please read our terms of service.