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FAQ
My order is shipped, why isn't there any tracking information available for the registered Airmail/EMS package?
Live tracking is only available after the carriers have a chance to initially scan the package. Between the time the item leaves HFS and the time it is scanned, tracking numbers may not show any results. For Express packages (sent via EMS/UPS), the delay is about 24 to 48 hours. For Airmail and Registered Airmail packages, it takes 3 to 5 working days for postal tracking to show online.
Why is my credit card payment failed?
Payment with credit card may fail because of bank authorization and fraud prevention systems. If you are having trouble making a payment via Credit Card, you may contact your card issuing bank or PayPal directly. Here are PayPal's phone numbers:
+1-888-221-1161 (US & Canada Toll Free) +1-888-215-5506 (US & Canada Toll Free) +1-402-935-7733 (International) +1-402-935-2050 (International)
What payment methods do you accept?
To protect customers' privacy (see Why should I buy via Paypal, ), HFS only accepts PayPal payment methods. With PayPal, you may pay via Credit Card, Debit Card, and Bank Accounts via EFT. These are all automatically performed by PayPal. You do not need to do any extra work. The checkout process is familiar and industrial standard.
What do I need to checkout via PayPal and/or open a free PayPal account?
There is no special license or requirements to send/receive money through Paypal. Here is all you need to open a free account and pay via PayPal:
1. a valid email address, and 2. a valid credit card or bank account.
How can I contact PayPal by phone?
+1-888-221-1161 (US & Canada Toll Free) +1-888-215-5506 (US & Canada Toll Free) +1-402-935-7733 (International) +1-402-935-2050 (International)
These phone numbers are also found on the Internet. PayPal may change the numbers without noticing us. For the latest phone numbers and other contact methods, please visit http://www.paypal.com/.
Why should I buy via Paypal?
PayPal is an eBay owned company. The advantage of using PayPal, as a customer, is that the merchant never gets to see any of your financial information.
When you checkout on a merchant's site directly, the merchant will receive your billing address, credit card number, expiry date, CVV/CVV2 codes, personal phone number, and other private information. This means regardless of how secure the site is, somebody will eventually get their hands on your personal and financial data.
When you checkout via PayPal, HPS only sees the shipping address you specified in PayPal and optionally a telephone that you explicitly wish to share with us.
Do you ship to APO address or PO box?
DHL DOES NOT ship to APO address or PO box while the HK air mail do.If you choose the DHL shipping method while the address you provide is APO address or PO box,we will ask you to provide with us an normative address to make the shipment.
If I chose to use free shipping, can I trace the order with the tracking number?
If you have a tracking number starting with a 'R' or 'CP', your free shipping package's departure status can be checked at the Hong Kong Post website using the tracking number displayed in order tracking. Hong Kong Post's track and trace service is available at http://app3.hongkongpost.com/CGI/mt/enquiry.jsp. Customers from the following countries and regions can receive the live arrival status of their orders online, when the packages arrive at their countries and regions. Here are some of the sites for tracking arrival information (visit http://app3.hongkongpost.com/CGI/mt/enquiry.jsp for a complete list):
United State of America: http://www.usps.com/shipping/trackandconfirm.htm
United Kingdoms: http://track.royalmail.com/portal/rm/track?catId=500185&mediaId=22700601&keyname=track_home
Canada: https://obc.canadapost.ca/emo/basicPin.do?language=en
South Korea: http://service.epost.go.kr/iservice/ems/ems_eng.jsp
Singapore: http://www.singpost.com/ra/ra_article_status.asp
Visit http://app3.hongkongpost.com/CGI/mt/enquiry.jsp and use the drop down menu on that page for a complete listing.
How are Tax and Customs duties handled?
Because HELPINGFRIENDSSAVE.COM sends products from Hong Kong (a free port), there is no sales tax or duties imposed by the Hong Kong government. Customers do not have to pay any sales tax or export duties when they purchase from HELPINGFRIENDSSAVE.COM
Statistically, well less than 1% percentage of all HFS orders have ever got opened by the Customs in customers' countries. If the package is checked by their country's customs office when the item arrives in their country, however, customers are responsible for import duties, tariffs, and taxes.
Although the chance of packages being Customs assessed is small, HFS strongly encourages all customers to check with their local Customs office for any potential import taxes, duties, and tariffs. In addition, some products may require special licenses or permits to import (such as high powered lasers). HPS is not responsible for products being confiscated by the Customs in customers' countries.
Does HELPINGFRIENDSSAVE.com handle International orders?
Yes, we ship worldwide at no additional charge.
Is there any discount for bulk/volume purchases?
HELPINGFRIENDSSAVE.COM provides bulk/volume purchase discounts:Contact us at ramie@helpingfriendssave.com for special discounts
Do you offer any shipping discount on multiple products purchased?
HELPINGFRIENDSSAVE.COM offers site-wide free shipping so you pay nothing on shipping at all.
At Helpingfriendssave.com, we guarantee your privacy and on-line shopping safety.
We are secured by a Geotrust Premium SSL certificate to ensure that your personal information is encrypted and secure when you communicate with helpingfriendssave.com. We do not store any credit card information. All billing information is processed by PayPal.com, an online bank owned by eBay considered trustworthy today. PayPal is secured by multiple industrial security technologies including solutions from VeriSign.
We occasionally send out email promotions and newsletters to our customers. These e-mail are sent very sparingly (approximately 1 per month).
We will never share your personal and private information with anyone, and any personal information collected by us is only used to properly process and deliver your order.
My order is shipped. Why am I unable to track my order on the Hong Kong Post page?
Please ensure that the tracking number you got is in the format of RXXXXXXXXXXHK, and your order is over $25 total. Here are the reasons for delays of tracking information:
1, Because orders with tracking numbers are sent via registered Airmail, all packages need to be scanned and recorded by staffs at Hong Kong Post and this process takes 48 hours to complete. After the package is processed online tracking will appear on the site.
2, On very rare occasiones, Hong Kong Post may change the tracking number sticker on a package because the sticker is blurred, damaged, or otherwise faulty rendering it un-scannable. In this case please contact us via http://helpingfriendssave.com/ for order tracking.
This page opens a CS Express ticket for you and you will hear a response within 24-48 working hours (Mon-Fri). Remeber to follow instructions on the page and attach a picture of the partial note/bookmark as instructed.
If there isn't a partial shipment note/bookmark and something is missing, carefully follow instructions on the page and attach pictures showing the front and back of your received package(s). Your pictures show clearly show any labels or stickers on the packages, whether ther are on the front and back of the packages. A staff reply will be sent to you within 48 hours (excluding weekends and holidays).
My order is shipped, why isn't there any tracking information available for the registered Airmail/EMS package?
Live tracking is only available after the carriers have a chance to initially scan the package. Between the time the item leaves our supplier and the time it is scanned, tracking numbers may not show any results. For Express packages (sent via EMS/UPS), the delay is about 24 to 48 hours. For Airmail and Registered Airmail packages, it takes 3 to 5 working days for postal tracking to show online. Edit
What is my order status? And how long will it take to process my order?
Once an order request has been received by us, you will receive periodic e-mails from us regarding the processing of your order. Within 24 hours of your order being shipped, you will receive an e-mail that contains the carrier tracking number (when available) for your order.
You can obtain your order status by e-mailing Ramie@helpingfriendssave.com with your order number (or transaction ID) and e-mail address.
Your order goes through several steps before reaching your door. Here are those steps:
| Step 1 (1-5 business days): Products are collected from our suppliers.
Step 2 (1-2 days): Order waits to get packaged.
Step 3 (1 day): Order is packaged and shipped* to carrier (e.g. Hong Kong Post, EMS, UPS etc).
Step 4 (3-14 days): Order is enroute via Hong Kong Post.
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Estimated Delivery Time:
Airmail: 10 to 21 days.
EMS: 7 to 14 days |
*Tracking Note: Live tracking is only available after the carriers have a chance to initially scan the package. Between the time the item leaves our supplier and the time it is scanned, tracking numbers may not show any results. For Express packages (sent via EMS/UPS), the delay is about 24 to 48 hours. For Airmail and Registered Airmail packages, it takes 3 to 5 working days for postal tracking to show online.
Not satisfied with a product or shipment?
A. If you order has not been shipped, you may cancel it for a full refund, by E-mailing administrator@helpingfriendssave.com and saying PLEASE CANCEL ORDER
B. If your order has already been shipped, you may return the item in it's original condition (unused and unopened) to us postmarked within 30 calendar days of delivery (*see definition below). In that case we will refund you the payment excluding actual shipping fees already incurred. Actual shipping fees incurred are determined by the weight of each returned product and by the way it was sent (e.g. EMS, DHL, Regular/Registered Airmail, etc).
When returning an unwanted product for refund, it is recommended for customers to use a method of shipment with tracking number, as HelpingFriendsSave cannot be responsible for items lost due to its carrier while in transit.
PLEASE READ ALL THESE INFORMATION CAREFULLY!
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