Due to COVID-19, Shipping and handling take much longer than expected. We apologize for the inconvenience caused by this situation.

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Payment

We offer Paypal to make your online purchases as convenient as possible for you. You may use your credit card without registering to Paypal. All payment transactions are calculated in USD and are based on the exchange rate of the transaction date.

PayPal

We accept PayPal payments for all registered PayPal users. For more information on how to purchase using PayPal, please visit: https://www.paypal.com/hk/webapps/mpp/pay-online.

Fraud Prevention

We reserve the right to request and obtain credit card information from customers to ensure and verify online payment security. If the customer does not provide this information or if any transactions are found to be fraudulent, we reserve the right to cancel the order as well as the customer's account. The requested information will be strictly confidential and used only for verification purposes.

Refunds

Refunds are processed upon request of a customer. Please refer to Sales Policy for more information on the refund process. All refunds will be credited to your original form of payment and may take additional processing time depending on your payment method and bank. Please see estimated process times for refunds below.

PayPal: 2 business days

 

Delivery

All orders are shipped via Hong Kong Post and SF Express depending on the region.

Orders are processed within 1-2 business days.

Public Holidays: Please allow extra time for orders to be processed during public holidays and promotional periods. For a list of Hong Kong public holidays, please click here. For details on public holidays in the destination or region, please refer to your local government website.

Please ensure all information is correct when providing your shipping information during checkout. We may be required to contact you if there is any incorrect and/or missing information, which may cause delays in shipping your order. Delays may also occur due to pending payment verifications, customs clearance, and weather conditions.

Order Tracking

Once your order has shipped, we will send your tracking information. If you do not receive tracking confirmation after 5 business days from the day you completed your payment, please contact us at help@collectong.com for more information.

You can track your order here:

  • Hong Kong Post: here
  • SF Express: here

Please note: SF Express tracking numbers may take up to 24 hours to register in their tracking system.

Customs & Regulations

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time. You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific destination or region.

Duties and Taxes

We are not responsible for duties and taxes imposed by customs. Please contact us if you have any questions in regards to this section. We will provide our best support to solve your problem. 

Foreign Transaction Fees

Foreign transaction fees may be charged once your payment transaction has been settled. These fees are determined by your bank's pricing and transaction fee policies. For further details of foreign transaction fees, please contact your bank.

For more questions,

Please send us an email at help@collectong.com