Q1. How do I become a member?
A:
Step 1: On the homepage, click “Member Login” at the top right corner, then select “Register.”
Step 2: Set a username and password, fill in your personal information, check “I agree to the terms of service and privacy policy,” and click confirm.
Step 3: Once registration is complete, congratulations — you’re now a member and can begin shopping!
Q2. What services are available under “My Account”?
A: You can access:
Personal Information
Store Credit
Messages
Orders
You may log in anytime to update your account details.
Q3. What if I forget my password?
A: On the login page, click “Forgot Password.” Enter your email address and submit. A new password will be sent to your inbox automatically.
Q4. What payment methods are accepted?
A:
Credit Card (via ECPay)
Bank Transfer / ATM
Cash on delivery is not available.
Q5. What should I know before placing an order?
A:
Product images are for reference; actual items may differ slightly in color or scale due to lighting and environment.
Prices include 5% VAT.
No extra charges for credit card payments.
The buyer must be the credit card holder.
Shipping fees are borne by the customer.
Q6. How are items delivered?
A:
We partner with T-Cat (President Transnet) using low-temperature courier service. Please ensure your delivery address and phone number are accurate.
Q7. Where do you deliver?
A:
To ensure freshness, we only deliver to locations within Taiwan’s main island.
Q8. How long does delivery take?
A:
Delivery takes at least 5 business days from the date of payment. For outlying islands (Penghu, Kinmen, Matsu), allow an additional 3–4 days due to shipping limitations.
Q9. Can I specify the delivery date and time?
A:
No. Delivery time depends on the courier’s schedule and cannot be specified in advance.
Q10. Do customers pay for shipping?
A:
Free shipping on regular purchases over NT$5,000 or festival purchases over NT$10,000 (same address and date required).
For orders under NT$5,000, T-Cat will charge based on item size, and fees are collected upon delivery.
Note: “Festivals” refer to Dragon Boat Festival, Mid-Autumn Festival, and Lunar New Year.
Q11. Can I use a PO Box for delivery?
A:
No, please provide a complete physical address for shipping.
Q12. Can I change the delivery address after placing an order?
A:
No online modifications are supported. Please call customer service at (02) 2771-3000 or email us. If the order has not shipped yet, we may update the address. Otherwise, delivery will proceed to the original address.
Q13. Can I split my invoice into two? What is your invoicing policy?
A:
Only one invoice can be issued per order. If you require multiple invoices, please place separate orders. Discounts and shipping cannot be combined across orders.
Q14. How can I cancel or modify my order?
A:
To cancel an order, contact customer service within 3 hours of placing it. After that, cancellations may not be accepted.
We do not offer order modification. Please cancel and reorder if needed.
Q15. How do I exchange defective items?
A:
If the outer box is damaged, do not accept the delivery. Contact customer service.
For product defects, email or call customer service. Include your name, phone number, address, order number, product name, and reason for exchange.
Q16. How do I provide feedback or complaints?
A:
Use the "Contact Us" section at the top of the homepage or call (02) 2771-3000. We welcome your suggestions and will respond promptly.
Q17. Is online credit card payment secure?
A:
Yes. Our store uses SSL encryption via ECPay to ensure the safety of all personal and credit card data during online transactions.
Q18. How are refunds handled for canceled or modified orders?
A:
Bank Transfer/ATM: Refunds are returned to your account via the same method.
Credit Card: Refunds are processed through your original card issuer. Processing time depends on your bank and may appear on your current or next statement.
For questions, contact customer service: (02) 2771-3000 11:30-21:00
