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FAQ'S

If your question is not found here, you may WhatsApp us at +852 9166 2083 and our staff will be more than happy to answer your inquiries.


General Enquiry
 

Q. Where are your store locations and opening hours?
A. Kwun Tong, Mon to Fri 09:00-18:00.


Q. My company requires a quotation, can you provide me with one?
A. You can have a quotation on our website by adding items to the shopping cart. Alternatively, you can email to marketing@henrychemical.com and we will forward the email to the respective salesperson.


Registration And Membership


Q. How can I make a purchase on Turtle Wax HK Website?
A. You can sign up an account with us, basic information requires are name, email address and contact details. You may provide the shipping details upon check out.


Q. Where can I view my membership history?
A. You can login via https://www.turtlewaxhk.com/users/sign_in to view your membership history. You can see your purchase history and personal details.


Q. What happened if I forget my password?
A. You can click on the 'Forgot your password?' and a new password will be send to the email you have registered.


Q. Can I view my Online purchase in the member login?
A. Yes. You can view the all the successful and unsuccessful online purchase history at the “My Account”.


Purchase And Payment
 

Q. I am not located in Hong Kong, are there any oversea shipment? 
A. No. We can only make delivery in Hong Kong.
 

Q. What are the payment modes available?
A. We accept Octopus/ FPS/ Payme/ Alipay HK/ ATM/ Bank Transfer/  Credit Card/ Paypal and Cash on Delivery.
 

Q. Do I need to have a Paypal account to pay for my purchase(s)?
A. No. Select 'Pay with Debit or Credit Card' to proceed with the payment.


Delivery
 

Q. When would my items be delivered to me?
A. We provide 5 days delivery service, delivery usually takes about 2-5 working days depends on the item(s) availability. Delivery timing will be 9am to 6pm. Please expect delays for festive seasons.
 

Q. What are the delivery charges?
A. Free local delivery upon purchasing over HK$ 400 after discount, except for selected areas and restricted islands**. There will be a delivery charge for purchases less than HKD $400 depending on the weight & dimensions of the parcels and please refer to the SF Express.
 

Q. What do I do if I have changes to my order?
A. You may email to marketing@henrychemical.com or call 2881 6833 to enquire. Kindly state your order number.
 

Q. Would there be charges incurred if I missed the delivery?
A. Yes. There would be a reattempt delivery charge.
 

Q. I wish to self-collect, can the delivery charge be waived?
A. Yes. Upon Checkout, choose the self-collection option to have the delivery charges waived.
 

Q. Can I cancel my order? 
A. Cancellation is on a case-by-case basis.
 

Q. Can i request the time slot of delivery?
A. Yes, you may indicate in the order and our delivery team will contact you with regards to it.


Stocks Availability
 

Q. Do your stores carry the product/ stock?
A. No. We only have the self-pickup service after the order is made.
 

Q. What if the item(s) runs out of stock after I have ordered or made payment?
A. We will send an email or call you to keep you posted on the item(s) availability. If the item(s) is no longer available, Turtle Wax HK reserves the right to cancel the order and refund any payment made.
 

Q. We cannot find certain items from Turtle Wax HK Online, do you have it?
A. You can email to marketing@henrychemical.com to enquire about it. With our extensive stock and network, we can always source for the item and add it to our inventory if we do not have it.

 

Exchange And Refund
 

Q. What happened if the item(s) I received is faulty or different from my order?
A. You may, within 7 days from receiving your order, email to marketing@henrychemical.com or WhatsApp +852 9166 2083 to inform us for item exchange. Kindly state your order number.
 

Q. Where do I go to exchange my item(s)?
A. Once we received your enquiry for item exchange, we would advise the exchange method.