FAQs

FAQ

Q1 Contact Information

Q1 How can I contact Hcalory?
A1 After-Sales Support: hcalory@hcalory.com
Wholesale Support: business@hcalory.com

Q2 About Shipping

Q2.1 Why hasn't my order been shipped yet?
A2.1 After you place an order, we will process the order within 24 hours during the business days. If the order is not processed for a long time, please contact us at hcalory@hcalory.com for any additional shipping questions.

Q2.2 In which countries/regions can I purchase?
A2.2 You can currently order Hcalory products in the United States, United Kingdom, Russia, Australia, New Zealand, Europe.

Q2.3 Why have I not received my package?
A2.3 Due to the New Crown Pneumonia (COVID-19) epidemic, the delivery time of local logistics companies and the expected deviation may be delayed if the address is in a suburban or remote area. For any other inquiries, please contact us at hcalory@hcalory.com for any help.

Q3 About Order

Q3.1 Can I cancel or make changes to an order?
A3.1 Please contact Customer Support at hcalory@hcalory.com.

Q3.2 How to change shipping address?
A3.2 If you placed you order with a wrong address, please contact us to help you to change as soon as possible. Please kindly note that you can only change the address before your purchase is shipped.

Q3.3 I ordered more than one item. Will they all be delivered at the same time?
A3.3 We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped,you will receive a shipment notification email.

Q3.4 What do I do if my order arrives damaged?
A3.4 Please contact Customer Support at hcalory@hcalory.com. We may request pictures in order to file a damage claim on your behalf. Example: a picture of the box and/or damaged item(s).

Q3.5  What do I do if I did not receive my order?
A3.5 In the event, you did not receive your order or if the tracking information states 'DELIVERED' and you have not received the order, please contact Customer Support at hcalory@hcalory.com.

Q4 About Payment

Q4.1 What methods of payment can I use?
A4.1 Our website accepts Paypal, and Paypal credit cards、Qiwi (Please note this payment method is only available in Russia).

Q4.2 Why was my credit card declined?
A4.2 Please make sure your card details and personal information have been entered correctly. The following are some of the most common reasons why your credit card may be declined.
- You have not made a payment to your credit card issuer.
- That you do not have enough funds on your card to complete your purchase.
- you are making a purchase of a restricted item, such as an electronic cigarette or adult toy.
- The card has expired or the new card has not been activated.
- A partial system timeout.
- your card has been stolen or lost.

Can't see the credit card option? Credit card payments are only available in certain countries where our intermediaries are located. If you are unable to use a credit card, you can still choose another payment option, such as PayPal.

We do not have access to your credit card information, so if the problem persists, we recommend that you complete the transaction using another credit card or payment method.

Q4.3 Why do I need to verify my identity when I pay by credit card?
A4.3 If we ask you to verify your identity, it is to protect the security of your account and to prevent fraud. You will receive an email from admin@hcalory.com to request verification of your identity.

Please reply and attach the following documents to the same email.
- A picture or scanned copy of your credit card showing only its last 4 digits and the cardholder's name.
- A picture or a scanned copy of your driver's license, passport or national identity card.
Please fill in your personal information (date of birth and similar information) and your ID/passport/driver's license number.

The information submitted will only be used to verify the authenticity of the cardholder's identity and will not be shared or sold to third parties.

 

Q5 About Tutorial

Q5.1 How to Get Product Installation Tutorial?
A5.1 Please click to check the product manual and watch the installation video.

 

Contact Hcalory

Email:
hcalory@hcalory.com
Email Reply Time: 9am to 6pm, From Monday to Friday(Hong Kong time zone).
We look forward to responding to your inquiry within 48 hours of the business day.

Telephone:
+(852) 81916599
Telephone Reply Time: 8pm to 5am, From Monday to Friday(Hong Kong time zone).

Business Information

Company in Hong Kong: HONG KONG TING HUI LIMITED
Address: 21/F., Hing Lung Commercial Building, 68-74 Bonham Strand, Sheung Wan, Hong Kong
Please note that this is NOT a return address.