商店政策 Store Policy

店鋪政策

 

為了保護您的最大利益並確保您得到付款,一般而言,無風險購物政策涵蓋了產品質量保證,訂購的商品和發貨。

無風險購物政策

1, 產品質量保證

 

產品合法性

我們保證我們所有的產品都是合法的,真實的和真實的。

 

產品的保質期

大多數產品的保質期很長。我們確保交付給您的產品符合最低保質期標準,並且保質期不低於以下標準:

         對於食品:60 天最佳(不含提及的保質期短和清除清單產品)。

如果您購買的商品不符合上述條件,我們將退款給您。 (請參閱訂單更改,取消,退款和退貨部分)

 

2, 訂購商品

我們通常需要 2 個工作日來準備和處理訂單。由於商品短缺且正在補貨,因此可能會有暫停訂單的可能。

下訂單後,由於供應商可能會延遲運送到我們的倉庫,因此該物品可能沒有庫存了。在這種情況下,我們將必須決定是否取消您訂購的物品,並向您退還缺少的物品,然後將其餘的物品運出。

如果遇到上述情況,我們會立即通過電子郵件發送給您。請盡快回覆我們的電子郵件,以便我們可以釋放保留的訂單並儘快將其寄出。

項目問題

我們在包裝過程的每個步驟中都採用了技術,以避免包裝錯誤並保持記錄。

在密封包裝之前,我們會掃描每個訂單的所有物品。如果您發現該商品有以下任何一種情況,請提交退款請求:

         -缺少商品-您所訂購的商品缺少商品(請注意,您的訂單可能會分為多個包裹。​​儘管我們通常會在同一天發貨,但可能不會在同一時間發貨自定義清關時間可能會有所不同。)

-如果您訂購的商品與名稱和尺寸不符的商品不匹配,則收到的商品不正確。 (請注意,我們網站上的圖片僅供參考。製造商有時會更改產品包裝的圖片。)

         -物品已損壞-您收到的物品已損壞或有缺陷。

在任何情況下,我們都不接受由於客戶個人喜好改變而產生的任何退款或退貨,但在這種情況下,請與我們聯繫,我們將盡力為您安排和處理。

(有關退款流程,請參見取消,退貨和退款部分)

3, 發貨交貨

我們的合同快遞公司提供了大約 至 個“工作日”的運輸服務,並由 USPS 在美國方面進行了訂單交付。但是,實際交付時間可能受到我們和 USPS 無法控制的許多因素的影響。這些因素包括但不限於極端天氣條件,自定義檢查時間,總包裝量等。由於不能保證預計的時間,因此如果在預定的交貨時間範圍內未交貨,則無法退款。

發貨延遲"15" 個工作日交貨範圍”

我們的無風險購物政策是為了保護客戶的最大利益,以防在我們寄送包裹後的15個工作日內“未交付”定購包裹,您可以選擇退貨或扣除 20% 您的包裹,並遵守以下條款和條件:

發貨日期是根據 USPS 提供的跟踪信息提供的。從 USPS 跟踪狀態顯示“接受”開始的第二個工作日開始計算第一個工作日。 USPS 跟踪上的“接受”狀態表示包裹已從我們這裡發貨。另請注意,“接受”和“在香港處理”顯示的日期是香港時間,因此需要轉換為您所在地區的美國時間。

排除:

  1. 15個工作日基於首次交付嘗試,不計算第二次交付嘗試。

  2. 極端天氣狀況,任何香港/美國政府宣布的天氣狀況,如颶風,暴風雪,山火,都會影響郵政服務

  3. USPS公開宣布的情況,例如罷工,火災,公共安全等。單擊此處以查看 USPS 服務警報。

  4. 您提供的地址不正確且無法傳遞,導致需要將訂單重定向或退回給我們。

 

如果您在上述第 15 個工作日未發貨,則可以通過電子郵件與我們聯繫或在您的帳戶中向我們發送消息。如果索賠符合上述條款,我們通常需要1個工作日才能批准退款。

退款處理完畢後,您在以後收到包裹時,可以退還包裹*。您需要將包裹連同我們提供的預付運輸標籤寄回給我們。

*如果您選擇退回包裹,則需要在批准退回請求後的 14 天內寄出包裹,並且退回的物品必須處於我們發送給您的原始狀態。

如果訂單被分成多個批次,我們將僅對延遲或丟失的特定批次的貨物退款或賠償,而不對所有批次的全部訂單退款或賠償。

定義:

“未交付”表示跟踪號未顯示“已交付”,並且根據 USPS 跟踪,您沒有收到包裹。

“工作日”不包括美國和香港的星期六,星期日和公共假日。

發貨退還給我們

由於任何原因,您提供了錯誤的地址和無法到達的地址,並且包裹已退還給我們,我們將在扣除我們為郵政承運人支付的運費後退還包裹的價值。我們將為您提供郵政服務提供的交貨證明以及已付的運費信息。

例如,如果您提供了錯誤的地址,然後將包裹退還給我們。收到退回的包裹後,我們將根據保單開始退款程序。例如,如果貨運價值為$ 40.00,而我們向郵政承運人支付了$ 10,我們將退還$ 30的原始信用卡付款($ 40- $ 10)。

包裹丟失

如果您的包裹在我們寄出後的第30個工作日後仍未送達(不包括上述除外),則包裹被視為丟失,我們將向郵政承運人提出索賠。由於您已經收到我們的退款單,郵政承運人的索賠訴訟和賠償將退還給我們,以彌補我們的損失。

根據 USPS 上的跟踪信息確定包裹丟失的退款。如果您的包裹顯示為已交付但未收到包裹,則 15 個工作日的交付期限”政策不涵蓋您的包裹。在這種情況下,您將必須與 USPS 聯繫以報告包裹丟失。您也可以隨時與我們聯繫,我們將嘗試為聯繫 USPS 和損失備案提供任何可能的幫助。但是,我們不能保證成功向郵政快遞公司索賠。因此,為避免任何損失,請確保首先提供一個正確且安全的地址來接收包裹。

4, 訂單變更,取消,退款和退貨

訂單變更和取消

僅當未處理您的訂單時,您才可以請求取消,編輯您的訂單和運送信息。僅當訂單狀態顯示“正在等待完成”時,我們才可以幫助您取消/編輯訂單。要請求取消或更改,您需要在更新訂單狀態之前通過電子郵件發送至 cs@gurugurumarket.com 或在您的帳戶中發送消息。

如何申請退款

         -發送電子郵件至 cs@gurugurumarket.com 請提供您的訂單號和與訂單相關的問題。要么

         -在您的 GuruGur Market “帳戶”中提交退款請求。單擊特定的“訂單號”,然後單擊頂部的“退貨請求”

我們僅在訂單交付後 天內接受退款要求,並且需要提供有問題的照片。

退款可能會記入您原來的付款方式或僅用於商店存入。我們保留更換或退款的權利。

Store Policy

In order to protect your best interest and make sure your order is safe and secured. Our Risk Free Shopping Policy covers product quality assurance, purchased items and shipment delivery.

RISK FREE SHOPPING POLICY

1. Product Quality Assurance

Product legitimacy

We guarantee all our products are legitimate, real and authentic.

Product’s Shelf Life

Most of the products have long shelf life. We ensure the products delivered to you meet the minimum shelf life standard and the shelf life no less than the following:  

         -For food products:  60 Best before Days (products with mentioned short shelf life and clearance list products excluded).

If your purchased item doesn’t not meet the above criteria, we will refund you. (See Order Change, Cancellation, Refund and Return Section)

2. Ordered Items

We usually take 1 to 2 business days to prepare and process orders. There may be a slight chance order may be on hold due to the item is in short and is on the way re-stocking.

There may be a slight chance that the item may run out of stock after you place the order as the supplier may run late to deliver to our warehouse. In that case we will have to decide if to cancel your ordered item and refund you with the missing item and ship out the rest of the item.

We will email you immediately if we meet the situation above. Please reply back to our email as soon so we can release the order on-hold and ship it out ASAP.

Item Problems

We have implemented technology in every step of our packing process in order to avoid packaging mistakes and keep records.

We scan all items per order before sealing the package. If you find out the item has any of the following situations, please submit refund request:

         a. Missing Item

item is missing from what you ordered (Please note your order may be split into more than one package. Although we usually ship out one shipments per order on the same day, shipments may not arrive at the same time due to custom clearance issue. 

         b. Incorrect item

you received an item does not match the description "name and / or size". (picture on our website is for reference only. Manufacturers may change the package design.)

         c. Item damaged

the item you received is either damaged or defected.

We do not accept any refund or returns because of a change of the customer’s personal preference in any case, but in such case please contact us, we will try to make arrangements and courtesy for you. (Please refer Cancellation, Return & Refund policies for refund process)

3. Delivery

Our shipping carrier offers 4 - 8 “business days” shipping service and the last mile delivery will be handle by US postal service. However, the actual delivery time may be impacted by many factors that are beyond our and USPS controls, which include but not limited to extreme weather conditions, custom clearance, general package volume etc... As the estimated time may not guaranteed, order is not refundable if the shipment can not arrive within the estimated delivery time range.

Shipment Delay "18 Business Day Delivery Coverage" 

Our Risk Free Shopping Policy is to safeguard customer’s best interest, if the shipment “can not deliver” to your door step within 18 business days after we ship your order, then you can request a return or accept a 20% deduction from the delayed package, with the following terms & conditions and exclusion:

Shipment tracking information is provided by USPS and you can check your shipment status either from our website or USPS website "www.usps.com". Shipment processing time will start counting from the date that the shipment tracking status shows “acceptance.” The status “acceptance” indicated the package has been arrived at our shipping carrier. Please also note the dates shown for “acceptance” and “Processing in Hong Kong” are in HK time (GMT+8). And the date will automatically change to your time zone after shipment arrived in US.

Exclusion:

1. 18 business days is based on the first attempt of delivery and does not count the 2nd attempt of delivery.

2. Extreme weather condition, any HK/US government announced weather condition such as hurricane, snow storm, wildfire that impact postal services

3. USPS publicly announced situations, such as labor strike, fire, public safety etc. Click here to see USPS Service alerts. 

4. If the shipping address you provided is incorrect or undeliverable. Shipment will either stay in the US postal office or return back to us.

If your shipment can not delivered on the 18th business day mentioned above, please contact us by email or send us a message in your account.

 

We usually take 1 business day to approve the refund if the claim meets the terms & conditions above.

If the shipment arrived after the refund is processed, you need to Return the package to us with the prepaid shipping label that provided by us.

*If you choose to return the package, you will be required to send out the package within 14 days after the return request is approved and the return item must be in the original condition. 

For split or multiple shipments, we will only issue a in store credit for the particular delay package with delay but not the full amount of the order.

Definition:

Is not delivered:

Tracking number does not show “delivered” and you do not receive the package according to the USPS tracking.

Business day:

excludes Saturday, Sunday and public holidays in United States and Hong Kong.

Return back to sender:

For any reason, if you provided the incorrect address or undeliverable address and the package is returned back to us, we will refund you the package value after deduction the shipping fee. We will provide you the Certificate of Delivery provided by postal service with the shipping fee paid information.

For example, if you provided a wrong address and the package is returned back to us. Once we receive the returned package, we will process the refund accordingly to the policy. For Example, If the shipment value is $40.00 and we paid $10 to the shipping carrier, we will refund $30 to your original credit card payment ($40-$10).

Lost Shipment:

If your package is not delivered after 30 business days, the shipment will consider lost and we will file a claim with the shipping carrier. Shopper will receive the refund from us directly.

Refunds for loss of packages are determined and based on the tracking information on USPS. If your package shown delivered but you do not receive the package, your package is not covered under the “Risk Free Shipping policy". In this case, you will have to contact USPS to report the lost shipment. You can also contact us and we will assist you to file a claim via USPS. However, we CAN not guarantee success of the claim. Therefore, to avoid any loss, please make sure you provide a correct and secure address for receiving the shipment.

4. Order Change, Cancellation, Refund and Return

Order Change and Cancellation

You may request to cancel, edit your order and / or shipping information ONLY IF your order has not been processed. We are not able to assist you if the order status shows "In process.” To request cancellation or change of order, you need to send a message from your account before order status gets updated.

How to Request Refund

Submit a refund request in your GuruGuru Market  “Account.” Click on the specific “Order #” and then click on “Return Request”.

We only accept a refund request within 3 days after the order is delivered and picture of the item issue is required to file a request.

Refund may be credited to your original payment method or store credit only. We reserve the right to make item replacement or refund.