Q: 如何訂購商品？
A1:如在FACEBOOK專頁直播購買
⦁ 於FACEBOOK專頁[爆品 POPPING]直播時直接留言"關鍵字"(例如 A1)，直播時如有提示需要+2/+3/+4，即購買數量增加才會有優惠，請留言"關鍵字+3"(例如 A1+3)。
⦁ 商品會自動加入顧客於FACEBOOK的個人購物車，並會收到MESSENGER通知已加入購物車，MESSENGER內的購物車商品總金額為未扣除優惠前之價格，請按按鈕前往網頁結帳。
⦁ 請先登記為會員，需以電郵申請為會員，驗證後可開始結帳。
⦁ 結帳時可自由更改各商品訂購數量，系統會自動計算相關優惠價格。
⦁ 前往結帳前請務必選擇送貨方式及付款方式(一經選擇未能更改)。
⦁ 填寫相關個人送貨資料，使用信用卡(VISA/MASTER/銀聯)、APPLE PAY、微信支付WECHAT PAY付款成功後訂單成立，訂單之付款狀態會自動轉為已付款。
⦁ 使用PAYME、轉數快FPS或銀行轉帳/ATM則需在付款後上傳"付款憑據"(入數紙 / CAP SCREEN)到訂單的指定位置，上傳成功後需經本公司人手處理付款狀態，一般付款狀態更新需要3-5個工作天，如已上傳付款憑據又收到MESSENGER系統通知未付款，則不需理會該系統通知。
A2: 如在官方網頁購買
⦁ 於官方網頁(www.poppinghk.com) 可選擇"加入購物車" 或 "立即購買" 。
⦁ 商品會自動加入顧客於官方網頁的個人購物車，購物車商品總金額為未扣除優惠前之價格，請按按鈕前往結帳。
⦁ 請先登記為會員，需以電郵申請為會員，驗證後可開始結帳。
⦁ 結帳時可自由更改各商品訂購數量，系統會自動計算相關優惠價格。
⦁ 前往結帳前請務必選擇送貨方式及付款方式(一經選擇未能更改)。
⦁ 填寫相關個人送貨資料，使用信用卡(VISA/MASTER/銀聯)、APPLE PAY、微信支付WECHAT PAY付款成功後訂單成立，訂單之付款狀態會自動轉為已付款。
⦁ 使用PAYME、轉數快FPS或銀行轉帳/ATM則需在付款後上傳"付款憑據"(入數紙 / CAP SCREEN)到訂單的指定位置，上傳成功後需經本公司人手處理付款狀態，一般付款狀態更新需要3-5個工作天。
A3: 如在爆品 Popping APP購買
⦁ 於[爆品 POPPING] APP (APPLE STORE / GOOGLE PLAY) 可選擇"加入購物車" 或 "立即購買" 。
⦁ 商品會自動加入顧客的個人購物車，購物車商品總金額會自動計算相關優惠價格，結帳時可自由更改各商品訂購數量，並會提示相關商品的優惠(例如 指定商品 再買3件)，選購完成請按按鈕"前往結帳"。
⦁ 請先登記為會員，需以電郵申請為會員，驗證後可開始結帳，APP只需登入1次，往後可更快捷使用。
⦁ 結帳時可自由更改各商品訂購數量，系統會自動計算相關優惠價格。
⦁ 前往結帳前請務必選擇送貨方式及付款方式(一經選擇未能更改)。
⦁ 填寫相關個人送貨資料，使用信用卡(VISA/MASTER/銀聯)、APPLE PAY、微信支付WECHAT PAY付款成功後訂單成立，訂單之付款狀態會自動轉為已付款。
⦁ 使用PAYME、轉數快FPS或銀行轉帳/ATM則需在付款後上傳"付款憑據"(入數紙 / CAP SCREEN)到訂單的指定位置，上傳成功後需經本公司人手處理付款狀態，一般付款狀態更新需要3-5個工作天。
＊ 因FACEBOOK直播購物車與APP暫時未有連接功能，直播限時搶購之商品或因庫存不足有機會已售罄，建議顧客搶到心儀之商品直接於FACEBOOK直播購物車結帳。
＊ 購物車連接功能將於本年底/明年初推出，敬請期待。
Q：如訂單已成功建立，商品未到出貨日前可否取消訂單？
A：訂單成功付款及建立後未能安排無理由取消訂單。
⦁ 如訂單已成功付款及建立後系統會自動安排扣除庫存，請於付款前確定需要購買商品。
⦁ 如因個人因素需要取消已成功付款及建立訂單，均未能取消訂單。
⦁ 直播當日已說明商品到倉日子，商品會於到倉後陸續安排發貨。
Q：如訂單已成功建立，可否更改訂購商品?
A：如需更改訂單內資訊請於３個工作天（截單日前)於MESSENGER與客服聯繫/於APP內"留言給客服"。
⦁ 如訂單已成功付款及建立後系統會自動安排扣除庫存，請於付款前確定需要訂購商品。
⦁ 如需更改訂單內訂購商品之款式/尺寸可於MESSENGER聯絡客服或於APP內"留言給客服＂安排更改。
⦁ 訂單已成功付款及建立後超過３個工作天/超過截單日後均未能更改任何訂購商品。
Q：如何得知商品到貨進度？
A：在官方網頁/ APP 登入會員後，於"我的帳戶"內的"我的訂單"內可查看所有訂單（僅顯示 2 年內訂單）
⦁ 如訂單顯示為[處理中/ 訂單處理中]而已成功付款（切記PAYME、轉數快FPS或銀行轉帳/ATM需要上傳"付款憑據"），代表訂單商品尚未到倉，請留意直播時已提示商品一般需要４—８星期到倉。
⦁ 如訂單顯示為[已確認]，代表商品已到倉，該訂單會先［拍攝商品］及［拍攝紙本訂單］在相關訂單的"訂單留言（APP）"/ "賣家和顧客訂單通訊（網頁）"內，並會以電郵形式再作通知商品已可取貨及以何種方式取貨（自取/順豐到付/車隊送貨上門/供應商發貨）。
⦁ 如訂單內部分商品因供應商缺貨/需遅發貨，則會安排"拆單"，缺貨商品將會由原訂單分拆為"A單"，並另作安排退購物金/後補商品。
⦁ 如訂單顯示為[已取消]，則代表該訂單因供應商缺貨已退回購物金/因未有成功付款而已取消訂單。
⦁ 顧客亦可選擇於MESSENGER聯絡客服或於APP內"留言給客服"，查詢相關訂單的到倉進度。
Q：如何取貨/送貨？
Ａ：本公司會跟據客戶已選擇之送貨方式送出商品。
⦁ 尖沙咀門市自取 ：訂單之送貨狀態已轉[發貨中]後一般於３個工作天後可到尖沙咀門市自取，請提供訂購人電話及訂單尾４號給當值門市同事取貨，取貨後需簽名認證已取貨。選擇門市自取請即場檢查貨品，商品出門不設退換**貨品只會保存一週，請勿逾期取貨。
⦁ 新蒲崗倉庫自取 ： 訂單之送貨狀態已轉[發貨中]後一般於１個工作天後可到新蒲崗倉庫自取，請提供訂購人電話及訂單尾４號給當值倉庫同事取貨，取貨後需簽名認證已取貨。選擇倉庫自取請即場檢查貨品，商品出門不設退換**貨品只會保存一週，請勿逾期取貨。
⦁ 默認到付順豐/工商住宅/順豐站/順豐營業點/順便智能櫃/OK便利店/7-11便利店 ：一般會以順豐到付方式送出，並會顯示貨件追蹤編號（例如SF000000000000），如欲追蹤商品運輸進度，請自行下載順豐速運的APP查詢狀況（留意訂單電話號碼與順豐速運登記APP電話號碼應為同一號碼，便可隨時收到運輸進度信息)。
⦁ 單筆訂單買滿$2000自家車隊免費送貨上門：如送貨狀態已轉為[已發貨]代表已安排車隊送貨， 一般在２—３個工作天內送到送貨地址，車隊送貨只會以手提電話致電或WHATSAPP與客戶溝通送貨進度，絕不以ＳＭＳ聯繫。
⦁ ($70運費)車隊送貨上門(12PM-10PM)(港九新界)：如送貨狀態已轉為[已發貨]代表已安排車隊送貨， 一般在２—３個工作天內送到送貨地址，車隊送貨只會以手提電話致電或WHATSAPP與客戶溝通送貨進度，絕不以ＳＭＳ聯繫。
⦁ 海外全球速遞 (全到付/實報關/按重量另外報價)：訂單一律不包郵，海外運費、各國稅項一律由客戶自付，客服會於MESSENGER/WHATSAPP與客戶確認運送資料及運費。
⦁ 如訂單超過$2000（折扣後）又合乎車隊送貨上門之條件，客服會聯繫顧客/自動為顧客提升為車隊送貨上門服務。
⦁ 如訂單原定由車隊送貨上門及因供應商缺貨拆單後未達$2000車送貨上門條件，則會自動更改為順豐到付方式送出，並會提供貨件追蹤編號以便追蹤商品。
⦁ 如訂單由供應商發貨，供應商一般會以順豐速運/其他快遞方式送貨。
＊ 如已收到出貨通知但因離港未能取貨/需更改送貨方式請於MESSENGER與客服聯繫。
＊ 詳細運送政策請按此處
Q：如客戶離港未能取貨，可否安排家人/朋友代為收件？
Ａ：可以的，請提前告知/已通知取件2天內MESSENGER與客服聯繫。
⦁ 請顧客與代收件人溝通代為於收件７天內查核訂單是否正確，超過７日未與本公司反映之任何缺件或壞件均未能提供更換。
⦁ 任何因個人理由未能於７天內與MESSENGER與客服聯繫，均默認為收件正確正常。
Q：如客戶於通知送貨後未能取件如何處理？
Ａ：如貨物已由順豐快遞/車隊取件，請於盡快於MESSENGER與客服聯繫，如需再次配送將會顯生２次配送費。
⦁ 如因個人理由未能於通知送貨後取件，請立即與MESSENGER與客服聯繫，安排商品送回新蒲崗倉庫。
⦁ 如原定順豐到付未能取件者，於順豐取件後１個工作天內可安排更改配送地址，如已投放智能櫃，則需顧客自行聯繫順豐快遞安排更改，更改顯生費用需由客戶支付，費用由順豐快遞收取。
⦁ 如已安排車隊送貨未能取件者，請於最２個工作天內於MESSENGER與客服聯繫，如需安排２次配送，需額外支付車隊２次配送費ＨＫＤ７０。
⦁ 如已安排車隊送貨，又因個人因素提供錯誤收件資訊（電話號碼/地址）或因個人因素需要更改任何收件資訊，需額外支付更改費ＨＫＤ４。
⦁ 為免因未能取貨顯生任何額外費用，請於離港前/收到出貨通知時即時於MESSENGER與客服聯繫。
Q：忘記/遲了上傳付款憑據如何處理？
Ａ：請於MESSENGER與客服聯繫/於APP內"留言給客服"。
⦁ 因每日直播場次之截單日不同，請盡量於截單日前確定已付款，如因使用PAYME、轉數快FPS或銀行轉帳/ATM需在付款後上傳"付款憑據"(入數紙 / CAP SCREEN)到訂單的指定位置，上傳成功後需經本公司人手處理付款狀態，一般付款狀態更新需要3-5個工作天。
⦁ 請留意如因個人因素忘記/遲了上傳付款憑據，導致商品未有訂購，商品之取貨期將會延遲，或因供應商缺貨需要更換商品/安排退購物金。
Q：收到貨後發現缺少商品如何處理？
Ａ：請於收到商品7天內於MESSENGER與客服聯繫/於APP內"留言給客服"。
⦁ 出貨前會於該訂單內［拍攝商品］及［拍攝紙本訂單］，並在相關訂單的"訂單留言（APP）"/ "賣家和顧客訂單通訊（網頁）"內通知出貨，並會以電郵形式再作通知商品已可取貨及以何種方式取貨（自取/順豐到付/車隊送貨上門/供應商發貨）。如顧客收到商品時發現缺少商品，請於收到商品7天內盡快與本公司聯繫，經查證後如確實缺少商品，本公司會安排補回相關商品。
⦁ 如訂單內部分商品因供應商缺貨/需遅發貨，則會安排"拆單"，缺貨商品將會由原訂單分拆為"A單"，並另作安排退購物金/後補商品。
Q：收到貨後發現商品損壞/品質問題需要退換何處理？
Ａ：請於收到商品7天內於MESSENGER與客服聯繫/於APP內"留言給客服"。
⦁ 一般商品出貨前已經多重查核外包裝/容量/到期日等資訊情況，如顧客於收到商品時發現商品損壞，如是於門市自取，請與當值門市同事即時反映處理；如是經由順豐速運或車隊送貨上門，請於收到商品７天內經MESSENGER聯絡客服/於APP內"留言給客服"。
⦁ 如因運輸途中導致包裝損壞，在沒有影響商品本身之使用/進食情況下則未能安排更換。如是經由順豐速運方式收件，客戶可自行聯繫順豐速運提出相關快遞申訴。
⦁ 如是有關商品損壞/品質問題，請於收到商品7天內於MESSENGER聯絡客服/於APP內"留言給客服"，本公司會對供應商反映及安排更換商品，請務必保留所有外包裝/內包裝，請勿自行處理相關損壞/品質問題，及與客服聯繫後盡快寄回/送回相關商品到新蒲崗倉庫。
⦁ 請訂購時確定合適尺寸，因所有服飾均有標示尺寸，如商品是按訂單發貨為正確尺寸，而顧客取件後發現尺寸不合適則未能安排退換。
⦁ 任何退換商品必須保留所有原有包裝物料，請確實商品為全新未經使用，如缺少原有包裝物料則無法接受退換。
⦁ 如該商品附有贈品，該贈品須與商品一併退回，否則將從退款中扣除該贈品的價值或無法接受退換。
⦁ 退換商品未能提供專人上門更換服務，請顧客自行安排順豐到付寄回新蒲崗倉庫，本公司會於收到商品後安排與供應商更換商品後再送回顧客。
＊ 詳細退換貨政策請按此處。
Q：電子商品是否包括保養?
Ａ：一般電子商品包含１年保養，電子贈品除外。
⦁ 一般電子商品供應商會提供１年保養，如購買後１年內（以取件日開始計算）有任何電子問題需要更換，可經MESSENGER聯絡客服/於APP內"留言給客服"安排更換。
⦁ 任何電子贈品不包含保養。
⦁ 如電子商品購買後１年內（以取件日開始計算）有任何電子問題需要更換，請帶同該訂單及該電子商品到新蒲崗倉庫安排更換。
⦁ 如因人為損壞/人為碰撞/入水/缺少該電子商品原有零件則未能安排更換。
⦁ 如未能提供該電子商品之訂單或未能出示該電子商品為本公司購買之憑據則未能安排更換。
Q：供應商缺貨如何處理？
Ａ：供應商缺貨之商品將會安排拆單及退回購物金到客戶的會員戶口。
⦁ 缺貨安排退回購物金需時約７個工作天，退回購物金後顧客可用於購買本公司其他商品。
⦁ 如經由信用卡(VISA/MASTER/銀聯)、APPLE PAY訂購貨物，可留言客服安排沿路退回該付款之信用卡(VISA/MASTER/銀聯)、APPLE PAY，需時１４—２１個工作天，視乎顧客該發行商戶退回時間長短，有機會超過２１個工作天。
⦁ 如經由PAYME、轉數快FPS、銀行轉帳/ATM、微信支付WECHAT PAY訂購貨物，因系統未能安排沿路退回相關付款發行商戶，只能安排退回購物金，敬請留意。
Q：贈品是如何計算？
Ａ：所有顯示於訂單之贈品均經由系統計算。
⦁ 每場直播贈品均指定由購買相關商品及達到相關購買條件自動由系統顯示於訂單內。
⦁ 每場直播均有不同的滿額條件，若訂單最終付款金額（折扣後）未達到滿額條件，該贈品則不會送出。
⦁ 如贈品設有付款時限，超過付款時限之訂單則未能提供贈品。
⦁ 如贈品設有先到先得名額，超過名額之訂單則未能提供贈品。
⦁ 如該場直播指名贈品不會顯示於訂單，該贈品會以訂單實際付款時限/先得名額安排送出。
⦁ 如沒有購買該場直播商品，該附屬贈品卻於訂單顯示，該附屬贈品則不會送出。
⦁ 如供應商未能提供原定贈品，本公司可安排送出另一款贈品代替原定贈品。
⦁ 如贈品數量有任何爭議，可經MESSENGER聯絡客服/於APP內"留言給客服"與客服溝通。
Q：如何查詢是否擁有購物金？
Ａ：在官方網頁/ APP 登入會員後，於"我的帳戶"內的"我的購物金"顯示擁有數量。
⦁ 如顧客擁有購物金，系統會顯示，並可於下一張訂單中使用，系統會自動扣除購物金。
Q：購物金能否兌換為現金？
Ａ：不可以。
⦁ 購物金未能兌換為現金，購物金可於下一張訂單中使用。
Q：購物金是否可以轉讓給其他人?
Ａ：不可以。
⦁ 目前沒有購物金轉讓系統，只限於個人會員帳戶內使用。
Q：爆品POPPING的購物金可否轉換到MAGIC DÉCOR使用?
Ａ：可以的。
⦁ 同一帳戶（相同電郵及相同手提電話號碼之客戶）可安排購物金轉換於爆品POPPING及MAGIC DÉCOR之間使用，每次必須全數轉換，每帳戶每月只可轉換１次。
⦁ 同一帳戶購物金轉換需時約３個工作天。
爆品 POPPING 及Ice Power Concept Limited保留最終決定權。
爆品 POPPING
Hong Kong live streaming platform
POPPING is founded in 2023 by star host GOGO CHEUNG, a Hong Kong live-streaming shopping platform dedicated to bringing high-quality local Hong Kong and overseas products to customers in Hong Kong and abroad, including beauty and skincare, cosmetics, fashion, and various gourmet and lifestyle goods. The team frequently searches for products from multiple countries and even travels in person to conduct live-streaming sales, including in Japan, Taiwan, Korea, France, Malaysia, Italy, and more.
⦁ June 2023 - POPPING founded
⦁ April 2024 - San Po Kong warehouse launched
⦁ June 2024 - Fleet home delivery launched
⦁ September 2025 - APP launched
Live Stream Introduction
✨Every night at 8 PM✨ Hong Kong live streaming for global purchasing discounts🛍️
🔥Over ten thousand top-notch medical beauty skincare, health products, electronics, kitchenware, metaphysical products, crystals, branded clothing, and various types of daily goods.🔥
🚚Exclusive all-in-one delivery service in Hong Kong with our drivers🚚
🌟Spend $2,000 after discounts to enjoy local driver delivery to your doorstep; delivery time is generally from 12 PM to 10 PM!! Enjoy shopping online!🌟
🎠Self-pickup locations are at Tsim Sha Tsui store and San Po Kong warehouse, close to the MTR station, convenient location, and you can collect your goods once notified.🎠
*Local brand daily goods will be delivered to the warehouse 4-6 working weeks after the order cutoff (excluding force majeure).
*Overseas brand live stream orders will arrive at the warehouse in 6-8 working weeks after the order cutoff (based on a 5-day workweek), and rush orders are not accepted.
Frequently Asked Questions
Q: How do I order products?
A1: If purchasing through a Facebook page live broadcast:
⦁ During the Facebook page [爆品 POPPING] live broadcast, directly comment the "keyword" (e.g., A1). If the live broadcast indicates the need for +2/+3/+4 to increase the purchase quantity for the discount, comment "keyword+3" (e.g., A1+3).
⦁ The product will automatically be added to the customer's personal Facebook shopping cart, and you will receive a Messenger notification that it has been added. The total amount in the Messenger shopping cart is the price before the discount. Please press the button to go to the website to check out.
⦁ Please register as a member first, using your email to sign up. Once verified, you can start the checkout process.
⦁ During checkout, you can freely change the quantity of each product, and the system will automatically calculate the relevant discount prices.
⦁ Before proceeding to checkout, be sure to select the delivery method and payment method (once selected, they cannot be changed).
⦁ Fill in the relevant personal delivery information. After successful payment using a credit card (VISA/MASTER/UnionPay), Apple Pay, or WeChat Pay, the order will be confirmed, and the order payment status will automatically update to "Paid".
⦁ If using PayMe, FPS, or bank transfer/ATM, you need to upload the "payment proof" (deposit slip / CAP SCREEN) to the designated area of the order after payment. Once successfully uploaded, the payment status will be handled manually by our company. Usually, the payment status update takes 3-5 business days. If you have uploaded the payment proof but receive a Messenger system notification indicating unpaid, you can ignore the system notification.
A2: Purchasing on the Official Website
⦁ On the official website (www.poppinghk.com), you can choose "Add to Cart" or "Buy Now".
⦁ The product will be automatically added to the customer's personal shopping cart on the official website. The total amount in the cart is the price before any discounts. Please click the button to proceed to checkout.
⦁ Please register as a member first. Membership requires applying via email, and after verification, you can start the checkout process.
⦁ During checkout, you can freely adjust the quantity of each product ordered. The system will automatically calculate the applicable discounts.
⦁ Before proceeding to checkout, please make sure to select the delivery method and payment method (once selected, they cannot be changed).
⦁ Fill in the relevant personal delivery information. The order will be confirmed once payment is successfully made using credit card (VISA/MASTER/UnionPay), APPLE PAY, or WECHAT PAY. The payment status of the order will automatically change to "Paid".
⦁ For PAYME, FPS, or bank transfer/ATM payments, you must upload the "payment proof" (deposit slip / CAP SCREEN) to the designated location of the order after payment. Once successfully uploaded, the payment status will be manually processed by our company. Typically, updating the payment status takes 3-5 working days.
A3: Purchasing via the Popping APP
⦁ On the [爆品 Popping] APP(Apple Store / Google Play), you can choose "Add to Cart" or "Buy Now".
⦁ Products will automatically be added to the customer's personal shopping cart. The total amount in the cart will automatically calculate applicable discounts. You can freely adjust the quantity of each product during checkout, and related promotions (e.g., buy 3 more of specified items) will be prompted. Once finished selecting items, please click the "Proceed to Checkout" button.
⦁ Please register as a member first. Membership requires application via email. After verification, you can start checkout. The app requires login only once, making future use faster.
⦁ You can freely adjust the quantity of each product during checkout, and the system will automatically calculate the applicable discount prices.
⦁ Please make sure to choose your delivery and payment methods before proceeding to checkout (cannot be changed once selected).
⦁ Fill in the relevant personal delivery information. Payments using credit card (VISA/MASTER/UnionPay), Apple Pay, or WeChat Pay will complete the order upon successful transaction, and the order payment status will automatically update to "Paid".
⦁ For payments via PayMe, FPS, or bank transfer/ATM, you need to upload the "proof of payment" (deposit slip / screenshot) to the designated location in the order. After successful upload, manual processing by our company is required to update the payment status, which generally takes 3-5 business days.
* Since the Facebook live shopping cart is not yet connected with the APP, products during limited-time live sales may be sold out due to insufficient stock. Customers are advised to purchase desired items directly through the Facebook live shopping cart.
* The shopping cart connection feature will be launched by the end of this year or early next year. Stay tuned.
Q: If an order has been successfully placed, can it be canceled before the shipping date?
A: Once an order has been successfully paid for and established, it cannot be canceled without a reason.
⦁ Once an order has been successfully paid for and established, the system will automatically deduct the stock. Please confirm your purchase before making payment.
⦁ If you need to cancel an order that has been successfully paid for and established due to personal reasons, it cannot be canceled.
⦁ The delivery date of the product will be announced on the live broadcast day, and the products will be shipped gradually after arriving at the warehouse.
Q: If an order has been successfully placed, can the items in the order be changed?
A: If you need to change information in your order, please contact customer service via Messenger or use the "Message Customer Service" feature in the app within 3 business days (before the cut-off date).
⦁ Once an order has been successfully paid for and established, the system will automatically deduct the stock. Please confirm your purchase before making payment.
⦁ If you need to change the style/size of the items in the order, please contact customer service via Messenger or use the "Message Customer Service" feature in the app to arrange changes.
⦁ After 3 business days or after the cut-off date, any successfully paid and established order cannot have its items changed.
Q: How can I check the delivery progress of a product?
A: After logging in as a member on the official website or app, you can view all your orders under 'My Orders' in 'My Account' (only orders from the past 2 years are displayed).
⦁ If the order shows as [Processing/Order Processing] and payment has been successfully made (note: payments via PAYME, FPS, or bank transfer/ATM require uploading 'proof of payment'), it means the items have not yet arrived at the warehouse. Please note that as mentioned during the live broadcast, items generally take 4–8 weeks to arrive.
⦁ If the order shows as [Confirmed], it means the items have arrived at the warehouse. The order will first have ['Product Photos'] and ['Paper Order Photos'] uploaded to the 'Order Messages (App)' or 'Seller-Customer Order Communication (Website)' section, and you will also be notified via email that the product is ready for pickup and the method of delivery (self-pickup / SF Express cash on delivery / delivery by fleet / shipped by supplier).
⦁ If some items in the order are out of stock or need to be shipped later due to supplier issues, a 'split order' will be arranged. The out-of-stock items will be split into an 'Order A' and arrangements will be made for either a refund or backorder items.
⦁ If the order shows as [Cancelled], it means the order was cancelled either because of supplier stock shortage (refund issued) or unsuccessful payment.
⦁ Customers may also contact customer service via MESSENGER or 'Message Customer Service' within the app to inquire about the arrival status of their orders.
Q: How to pick up/deliver goods?
A: Our company will deliver the products according to the delivery method chosen by the customer.
⦁ Tsim Sha Tsui store pickup: Once the order status changes to [In Delivery], you can generally pick up your order at the Tsim Sha Tsui store after 3 working days. Please provide the orderer's phone number and the last 4 digits of the order number to the store staff on duty to collect the goods. A signature is required upon collection for confirmation. When choosing store pickup, please check the products on site; no returns or exchanges are allowed once the goods leave the store. **The goods will only be kept for one week; please do not pick up late.
⦁ San Po Kong warehouse pickup: Once the order status changes to [In Delivery], you can generally pick up your order at the San Po Kong warehouse after 1 working day. Please provide the orderer's phone number and the last 4 digits of the order number to the warehouse staff on duty to collect the goods. A signature is required upon collection for confirmation. When choosing warehouse pickup, please check the products on site; no returns or exchanges are allowed once the goods leave the warehouse. **The goods will only be kept for one week; please do not pick up late.
⦁ Default payment-on-delivery via SF Express / business/residential / SF stations / SF service points / SF Smart Lockers / OK Convenience Store / 7-11 Convenience Store: Generally, the products will be delivered via SF Express cash on delivery, with a tracking number provided (e.g., SF000000000000). To track the delivery progress, please download the SF Express app to check the status (note that the order phone number and the phone number registered in the SF Express app should be the same to receive delivery updates).
⦁ Free Driver Delivery for a single order over $2000: Once the delivery status changes to [Shipped], the fleet will be arranged for delivery, generally within 2–3 working days to the delivery address. Driver delivery will only communicate progress via mobile phone calls or WhatsApp, never via SMS.
⦁ ($70 delivery fee) Driver delivery (12PM-10PM) (Hong Kong, Kowloon, New Territories): Once the delivery status changes to [Shipped], the fleet will be arranged for delivery, generally within 2–3 working days to the delivery address. Driver delivery will only communicate progress via mobile phone calls or WhatsApp, never via SMS.
⦁ Overseas Global Express (all payments on delivery / actual customs declaration / quoted separately by weight): Orders do not include free shipping. Overseas shipping fees and taxes in various countries are to be borne by the customer. Customer service will confirm shipping details and fees with the customer via MESSENGER/WHATSAPP.
⦁ If the order exceeds $2000 (after discount) and meets the conditions for driver delivery, customer service will contact the customer or automatically upgrade the service to driver delivery.
⦁ If an order was originally scheduled for driver delivery but, due to supplier stock shortages splitting the order, it no longer meets the $2000 requirement, it will automatically be changed to SF Express cash on delivery, and a tracking number will be provided for tracking the shipment.
⦁ If the order is shipped by the supplier, the supplier will generally use SF Express or other courier services.
* If you have received a shipping notification but are unable to pick up the shipment due to departure from port or need to change the delivery method, please contact customer service via MESSENGER.
Q: If the customer leaves the port and cannot pick up the goods, can a family member/friend receive the goods on their behalf?
A: Yes, please inform in advance / contact customer service via MESSENGER within 2 days of pickup notice.
⦁ Customers should communicate with the person receiving the goods on their behalf to check if the order is correct within 7 days of receipt. Any missing or damaged items not reported to the company within 7 days cannot be replaced.
⦁ Any failure to contact customer service via MESSENGER within 7 days due to personal reasons will be considered as the goods being received correctly and in good condition.
Q: What should be done if the customer is unable to pick up the goods after being notified for delivery?
A: If the goods have already been collected by SF Express/fleet, please contact customer service via MESSENGER as soon as possible. If a redelivery is required, a second delivery fee will apply.
⦁ If you are unable to pick up the goods after being notified for personal reasons, please immediately contact customer service via MESSENGER to arrange for the goods to be returned to the San Po Kong warehouse.
⦁ If the original SF Express cash-on-delivery shipment cannot be picked up, you can arrange to change the delivery address within one working day after SF Express collects the items. If the goods have already been placed in a smart locker, the customer must contact SF Express themselves to arrange the change. Any fee for the change will be charged to the customer by SF Express.
⦁ If the fleet delivery was arranged but pickup was unsuccessful, please contact customer service via MESSENGER within 2 working days. If a second delivery is required, an additional fleet delivery fee of HKD 70 will apply.
⦁ If a fleet delivery was arranged and incorrect recipient information (phone number/address) was provided due to personal reasons, or if any recipient information needs to be changed for personal reasons, an additional change fee of HKD 4 will apply.
⦁ To avoid any additional fees due to failed pickup, please contact customer service via MESSENGER immediately before departure or upon receiving the shipping notification.
Q: What should I do if I forget or am late uploading the payment proof?
A: Please contact customer service through Messenger or leave a message to customer service within the app.
⦁ Since the cut-off dates for each live session differ, please try to ensure that payment is made before the cut-off date. If using PAYME, FPS, or bank transfer/ATM, you need to upload the "payment proof" (deposit slip / CAP SCREEN) to the designated section of the order after payment. The upload will need to be manually processed by our staff, and in general, payment status updates take 3-5 working days.
⦁ Please note that if you forget or are late in uploading the payment proof due to personal reasons, causing the product not to be ordered, the pickup period of the product will be delayed, or due to supplier shortage, the product may need to be replaced or a store credit refund arranged.
Q: What should I do if I find missing items after receiving my order?
A: Please contact customer service via MESSENGER or leave a message to customer service in the APP within 7 days of receiving the items.
⦁ Before shipment, we will take photos of the products and the paper order in the order, and notify the shipment in the order messages (APP) / seller and customer order communication (web). We will also notify by email that the items are ready for pickup and the pickup method (self-pickup / SF Express cash on delivery / delivery by team / supplier shipment). If customers find missing items upon receipt, please contact our company as soon as possible within 7 days. After verification, if items are indeed missing, our company will arrange to send the missing items.
⦁ If some items in the order are out of stock or require delayed shipment from the supplier, we will arrange a "split order." The out-of-stock items will be split from the original order as an "Order A" and arrangements will be made for a refund in the form of store credit or later delivery of the items.
Q: What should I do if I receive a damaged product or have quality issues and need a return or exchange?
A: Please contact customer service via MESSENGER or 'Message Customer Service' in the APP within 7 days of receiving the product.
⦁ All regular products undergo multiple checks for packaging, capacity, expiration date, etc. before shipping. If the customer finds the product damaged upon receipt, and it was picked up in-store, please report it immediately to the staff on duty. If it was delivered via SF Express or a courier, please contact customer service via MESSENGER or 'Message Customer Service' in the APP within 7 days of receipt.
⦁ If packaging is damaged during transportation but does not affect the usability or edibility of the product itself, a replacement cannot be arranged. For deliveries via SF Express, customers may contact SF Express directly to file a related complaint.
⦁ For product damage or quality issues, please contact customer service via MESSENGER or 'Message Customer Service' in the APP within 7 days of receipt. Our company will report the issue to the supplier and arrange a product replacement. Please be sure to keep all outer and inner packaging, do not handle the damaged or defective product yourself, and return/ship the product to the San Po Kong warehouse as soon as possible after contacting customer service.
⦁ Please ensure the correct size when ordering, as all apparel is marked with sizes. If the product was shipped according to the order’s size but the customer finds it does not fit after pickup, a return or exchange cannot be arranged.
⦁ Any product return or exchange must retain all original packaging materials, and the product must be in new and unused condition. Returns or exchanges cannot be accepted if any original packaging materials are missing.
⦁ If the product comes with a gift, the gift must be returned together with the product; otherwise, the value of the gift will be deducted from the refund, or the return/exchange will not be accepted.
⦁ Returns or exchanges cannot provide an on-site replacement service. Customers must arrange for SF Express to deliver the product back to the San Po Kong warehouse, and after we receive the product, our company will arrange a replacement with the supplier and then send it back to the customer.
Q: Do electronic products come with a warranty?
A: Generally, electronic products come with a 1-year warranty, excluding electronic gifts.
⦁ Most electronic product suppliers provide a 1-year warranty. If any electronic issues arise within 1 year of purchase (calculated from the pick-up date) that require replacement, you can contact customer service via MESSENGER or use the "Leave a Message for Customer Service" option in the APP to arrange a replacement.
⦁ Any electronic gifts are not covered under warranty.
⦁ If any electronic problems occur within 1 year of purchase (calculated from the pick-up date) requiring replacement, please bring the order and the electronic product to the San Po Kong warehouse to arrange a replacement.
⦁ Replacement cannot be arranged due to human damage, accidental collision, water damage, or if the original components of the electronic product are missing.
⦁ Replacement cannot be arranged if the order for the electronic product cannot be provided or if proof of purchase from our company cannot be shown.
Q: How to handle products when the supplier is out of stock?
A: Products that are out of stock from the supplier will be processed by splitting the order and refunding shopping credits to the customer's membership account.
⦁ It takes approximately 7 working days to refund the shopping credits for out-of-stock items. The refunded credits can be used by the customer to purchase other products from our company.
⦁ For orders paid via credit card (VISA/MASTER/UnionPay) or APPLE PAY, customers can leave a message for customer service to arrange a refund directly to the original payment method (VISA/MASTER/UnionPay, APPLE PAY). This process takes 14–21 working days, depending on the refund processing time of the issuer, and may take longer than 21 working days.
⦁ For orders paid via PAYME, FPS, bank transfer/ATM, or WECHAT PAY, the system cannot process a refund directly to the payment issuer. In such cases, only shopping credits can be refunded. Please take note.
Q: How are gifts calculated?
A: All gifts displayed in the order are calculated by the system.
⦁ Each live broadcast gift is designated to be automatically displayed in the order by the system when purchasing related products and meeting the related purchase conditions.
⦁ Each live broadcast has different minimum spending conditions. If the final payment amount of the order (after discounts) does not meet the minimum spending requirement, the gift will not be provided.
⦁ If the gift has a payment deadline, orders exceeding the payment deadline will not be eligible for the gift.
⦁ If the gift is limited on a first-come, first-served basis, orders exceeding the quota will not be eligible for the gift.
⦁ If a live broadcast specifies that the gift will not be displayed in the order, the gift will be distributed according to the actual payment deadline or first-come, first-served quota.
⦁ If a related gift appears in the order without purchasing the corresponding live broadcast product, the related gift will not be provided.
⦁ If the supplier fails to provide the originally planned gift, our company may arrange to provide an alternative gift instead.
⦁ If there is any dispute regarding the quantity of gifts, you can contact customer service via MESSENGER or communicate with customer service through the "Leave a message for customer service" feature in the APP.
Q: How can I check if I have shopping credits?
A: After logging in as a member on the official website/App, the amount you have will be displayed under "My Account" in "My Shopping Credits".
⦁ If the customer has shopping credits, the system will display them, and they can be used for the next order. The system will automatically deduct the shopping credits.
Q: Can shopping credits be exchanged for cash?
A: No.
⦁ Shopping credits cannot be exchanged for cash. They can only be used for the next order.
Q: Can shopping credits be transferred to others?
A: No.
⦁ Currently, there is no system to transfer shopping credits. They can only be used within the personal member account.
Q: Can POPPING shopping credits be transferred to MAGIC DÉCOR for use?
A: Yes.
⦁ The same account (customers with the same email and mobile phone number) can arrange to transfer shopping credits between POPPING and MAGIC DÉCOR. Each transfer must be for the entire amount, and each account can only make one transfer per month.
⦁ It takes about 3 working days to complete the shopping credits transfer for the same account.
Popping and Ice Power Concept Limited reserve the right of final decision.