Frequently Asked Questions
Question Category:
Order related______#1
Payment Method______#2
Shipping and Delivery ______#3 - #9
Return and Exchange Policy ______#10 - #11
Product quality and confidence ______#12 - #15
Customer Support ______#16
Order related
- How to place an order?
You can browse products on our website, select the frozen foods and drinks you want, add them to your shopping cart, and then follow the prompts to check out.
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Payment Methods
- What payment methods do you offer?
We accept credit cards as a method of payment.
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Shipping and Delivery
- Do you only have delivery service?
In addition to delivery, customers can also choose to pick up the goods at our Aberdeen Tin Wan store free of charge.
- What is your delivery range?
We deliver to Hong Kong Island, Kowloon Peninsula , and the New Territories, including Tung Chung. We do not deliver to outlying islands or restricted areas. Please note that delivery will not be made to your door; customers are required to collect their items at a nearby parking area.
- How long does it take for my order to be shipped?
Typically, your order is processed within 48 hours of placement and shipped based on stock availability. If you would like your order to be delivered on the next calendar day, please place your order by 1:00 PM on the same day at the latest. Orders placed after 1:00 PM can be delivered the next day at the earliest.
- Is there a fee for delivery service?
Free delivery within Hong Kong, Kowloon and New Territories (including Tung Chung) for purchases over HK$800 (excluding outlying islands and restricted areas).
For orders under $800, shipping costs will vary based on order value and delivery region.
|
area |
Purchase over $300-$499.9 |
Purchase over $500-$799.9 |
Shopping full |
|
Hong Kong Island |
$50 |
$30 |
free |
|
Kowloon Peninsula |
$80 |
$50 |
free |
|
New Territories , including Tung Chung (excluding outlying islands and restricted areas) |
$100 |
$70 |
free |
Notes:
- For orders less than $300, we do not provide delivery service. Customers can consider picking up the goods at our store.
- Delivery service is only available on the ground floor. Upstairs delivery is not available. Each order is limited to one delivery location.
- In case of severe weather (such as typhoons or red or black rain warnings), delivery service will be postponed.
- If the goods cannot be delivered due to the customer providing an unknown address or the customer cannot be contacted on the day, the customer will be responsible for the shipping costs and related responsibilities and will not be refunded.
- The agreed delivery time may be delayed, suspended or rescheduled due to actual circumstances such as traffic, region, weather and other factors. The company will not bear any responsibility regardless of whether the reasons for such delays or rescheduling are within the control of the company.
- Can I specify a delivery date and time?
You can select a delivery date when placing an order, but you cannot specify a delivery time. We strive to deliver your order before 7:00 PM on the day of delivery. The driver will contact you after picking up the order and provide an estimated delivery time. The driver will contact you again five minutes before arrival to confirm parking availability. Please be on the lookout for this call!
- If the weather is bad on the delivery day, how will the delivery service be arranged?
In case of severe weather (such as typhoons or red or black rain warnings), delivery service will be postponed.
- Can I change the delivery date after placing an order?
If you are unable to receive your order on the designated delivery date due to unforeseen circumstances, please email Customer Service by 12:00 noon on the day before the designated delivery date and provide your order number for further arrangements. Please note that each order can only have its delivery date changed once.
Email: info@tungyikfoods.com
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Return and Exchange Policy
- Can I return the product?
Due to food quality concerns , we do not accept returns or exchanges once shipped. Refunds will only be considered if the product is defective. Report the defect to us within 24 hours of delivery by emailing info@tungyikfoods.com with your order number, a description of the defect, and any supporting images. The decision on returns or refunds rests with TungYi. Please carefully review your order before purchasing.
- What should I do if the product I received is damaged?
If your product is damaged during delivery, please contact our customer service by email within 24 hours of receipt and provide your order number, a description of the defect and any supporting images. We will handle it for you. Email address: info@tungyikfoods.com
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Product quality and confidence
- How do you store your frozen foods?
Our frozen foods are kept at -18 degrees Celsius throughout the entire transportation process to ensure the freshness and safety of the food.
- Do your frozen foods have an expiration date?
Yes, our frozen foods are marked with an expiration date. Please consume them as soon as possible after purchase to ensure the best flavor.
- Do you only have an online store?
In addition to our online store, we also have a store where customers are welcome to visit us for in-person shopping. Please refer to the About Us section at the bottom of the page to learn more about the original intention of establishing Tong Yi Food.
- Where is your store?
Tong Yi Food's store is located at Shop 5, Upper Ground Floor, Fortress Building, 54 Shek Pai Wan Road, Aberdeen, Hong Kong. Opening hours are generally from 10:30 a.m. to 7:30 p.m. daily. Any changes will be announced on Facebook/IG as soon as possible.
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Customer Support
Please check the FAQ to see if your questions are answered. If you still have questions, please email us or click Contact Us at the bottom of the page. Email address: info@tungyikfoods.com