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.
