FAQ - CA (EN Ver)

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.

Service Fee
Applied to support order processing and related operational costs.

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?
Under normal circumstances, orders from the Canada and Japan warehouses are processed within 2–3 business days based on the date in your order number. (For example: if you place an order on March 1, 2022, with order number 20220301XXXX, your order will be processed by March 4.) For Japan pre-order contact lens items, shipping will occur within 5–7 Japanese business days (special cases will be notified separately). Orders are not processed on weekends or public holidays. During promotional events, processing time may be slightly delayed — please refer to notifications on the App homepage for updates.

Detailed instructions on shipping
1.Free shipping thresholds within Canada are divided into different shipping zones based on the first three digits of the postal code (FSA Code). Please refer to the chart below for zone classifications, free shipping thresholds, and return postage fees.

Local Delivery: Orders with a subtotal of CAD $69 or more qualify for free shipping. For eligible local delivery postal codes, please refer to Local Delivery Postal Codes.
When filling in your shipping information, please enter your postal code accurately. The system will automatically calculate the applicable free shipping threshold and shipping fee based on your postal code. Some remote areas are not eligible for free shipping. Shipping fees are calculated according to the greater of the item’s weight or volume, as well as the quantity in the order. The exact amount will be shown at checkout.
For orders below the free shipping threshold, shipping fees are also calculated based on the greater of weight or volume and displayed at checkout.
For Japan warehouse items shipped to Canada, free shipping applies to orders over CAD$129 (before tax); otherwise, a CAD$24.99 shipping fee will apply.
Estimated delivery time is 1–5 business days (may vary by region). You can track your parcel in real time via the HongMall App → Order Details.

2. Returned Parcels & Reshipments
If a parcel is returned due to customer-related issues (such as an incorrect recipient name or address, failed delivery, absence, or uncollected parcel at pickup point), HongMall will notify the customer via App service message or phone call upon receiving the returned package.
If the customer wishes to have the parcel resent, they must pay the applicable shipping fee (including return and reshipment costs). Please refer to the chart above for details.
If the customer chooses to cancel the order and request a refund, the platform will deduct the corresponding shipping fees (including round-trip postage) from the refund amount. The remaining balance will be refunded to the original payment account within 3 business days, with funds typically appearing within 5–10 days.

3. Delivery Methods
Depending on the recipient’s address, the courier may use any of the following reasonable delivery methods:
  1. Deliver the package directly to the recipient’s door.
  2. Place it in the community mailbox or parcel locker.
  3. Request the recipient to pick up the package at a designated courier location.

What delivery method does HongMall use?
Under normal circumstances, parcels shipped from the Canada warehouse are delivered within Canada via Canada Post / UPS / FedEx/Third-Party Local Delivery (GTA Only), while orders from the Japan warehouse are delivered to Canada through DHL / EMS / FedEx international shipping.

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 Third-Party Local Delivery : 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 Canada

J. 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.

Electronics Return & After-Sales Policy
1. 30-Day Return & Exchange Policy

Within 30 days from the date of delivery, if you are unsatisfied with your electrical purchase, you may submit a return request. The item must be brand-new, unused, unopened, and in resalable condition. The customer is responsible for arranging the return shipment to our Canada warehouse for processing.
If the product has a quality-related issue (e.g., malfunction or failure to operate properly) not caused by human damage, HongMall will provide a Return Label to assist with the return.
Once the returned item is received and confirmed through inspection as a quality issue, we will offer a refund or replacement with a new item.

2. After-Sales Policy for Orders Over 30 Days

All electronics are covered by a 1-year limited warranty from the date of purchase.

1. If the product is "Sold by HongMall":
- Please contact customer service first for assistance.
- The customer is required to send the item back to our Canada warehouse.
- HongMall will forward the item to the supplier for inspection and repair. Once the repair is completed, HongMall will ship the item back to the customer.
2. If the product is not "Sold by HongMall":
- Please contact customer service first, and we will provide the merchant’s contact information.
- The customer will need to contact the merchant directly and complete the return and repair process.
- After the repair is completed, the merchant will ship the item back to the customer directly.

Notes:

Repaired parts are covered by a 30-day warranty starting from the repair completion date. If the same issue occurs within this period, repair service can be provided again. After 30 days, repaired parts will no longer be covered under warranty.
If the inspection result shows human damage or non-quality-related issues, free repair service will not be provided. Repair fees will be quoted after inspection, and both repair and return shipping costs will be the responsibility of the customer.

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.