1. How to enjoy free freight?
You can enjoy free shipping once you pay HK $500 or more for the whole order.
2. Can I pick up the order at the store?
We do not provide this service at this time.
3. Can I change my order items by email after I pay the order?
The order cannot be changed after payment has been confirmed. You must cancel the confirmed order and place a new order.
4. How do I know that I have successfully placed an order?
If you place an order successfully, you will receive an email automatically sent by PayPal to inform the successful payment and the relevant order information;
If you do not receive a confirmation email after placing your order, please check your spam folder.
In addition, you can log in your account to check the order information.
5. How to view my order status?
You can check the status of your order through these simple steps.
Step 1: enter your user name and password to log in to your account.
Step 2: click on my order.
Step 3: display all order information.
The following words explain the different status of the order.
-Payment on behalf: you need to pay the order.
-To be shipped: we have received your order information and the order is in preparation.
-To be received: order is being delivered.
-To be refunded: please refer to the terms of return and exchange.
-Completed: you have confirmed receiving.
6. Can I cancel my order and refund the amount?
Generally, the purchased products will not be returned. In case of some special circumstances, we will deal with them individually according to the actual situation. (please refer to the return and exchange terms of this website for details)
7. Is the invoice delivered with the goods?
Yes, Beijing Tongrentang will attach the order invoice with the delivery.
8. If there is any inquiry, how to contact?
Method 1, telephone inquiry: please call (852) 6217 6596 during office hours (Monday to Friday, 11 am to 6 pm, except for public holidays);
Method 2, email: firstname.lastname@example.org Or WhatsApp: +852 6217 6596
Customer service colleagues will process your inquiries as soon as possible during office hours.
9. Do you have to register before you can buy?
Yes, you must be registered as a member and log in to place an order.
10 distribution scope
For the time being, Hong Kong online shop of Tongrentang
(eshop.tongrentang.com) only processing orders for delivery address in Hong Kong SAR.
11. Customer service office hours
11:00-18:00 from Monday to Friday (excluding public holidays).