常見問題 FAQ

 

常見問題僅供參考。有關實際商店政策的詳細信息,請參閱我們的商店政策頁面。如果找不到答案,請隨時與我們聯繫。

電子郵件:cs@GuruguruMarket.com或微信IDGuruguruMarket

 

定購

您將錢送到哪裡,網站上顯示的貨幣是多少?

我們送貨到美國的所有50個州,包括夏威夷和阿拉斯加

我們網站上顯示的貨幣為$ USD

為什麼結帳被拒絕?

通常有以下兩個原因:

1.您的信用卡/借記卡沒有足夠/可用的資金

2.您的帳單地址與信用卡發卡行的記錄不符。 (請仔細檢查帳單郵遞區號)

有什麼送貨方式?

當您訂購40美元或以上時,您將在結帳時自動獲得免費送貨*。

我們運往美國的所有50個州,包括夏威夷和阿拉斯加

*免費送貨問題,請查看我們的送貨與送貨常見問題解答和無風險購物政策。

如何查看我的訂單狀態?

使用台式機/平板電腦登錄 Guruguru Market 商店帳戶後,轉到“訂單”標籤,然後單擊要檢查的特定訂單號。您將看到每個訂單的訂單詳細信息,狀態和USPS跟踪號。

使用智能手機登錄 Guruguru Market 商店帳戶後,單擊屏幕左上角的方形按鈕,然後在“帳戶”下選擇“訂購”。然後點擊您要檢查的特定訂單#。您將看到每個訂單的訂單詳細信息,狀態和USPS跟踪號。

您採用哪種付款方式?

我們接受VISA,MasterCard,American ExpressDiscovery的信用卡/借記卡付款

Paypal付款

我的Paypal付款和個人信息安全嗎?

確保您在我們網站上的數據安全是我們的首要任務。因此,我們已經安裝了安全套接字層(SSL)SSL證書是當今使用最廣泛的安全協議。

SSL安裝在我們的Web服務器上,以確保信用卡交易,數據傳輸和登錄的安全,最近,它已成為保護社交媒體網站瀏覽的規範。 SSL證書激活掛鎖和https協議,並允許從Web服務器到瀏覽器的安全連接。

我如何獲得優惠券代碼以及如何申請?

我們會不時推出不同的促銷活動,並且促銷活動​​以促銷代碼的形式進行。每個促銷代碼包含不同的優惠,有關優惠的詳細信息,請參閱相關促銷的條款和條件。

在我們不時發布促銷信息時,請確保您關注我們的社交媒體(例如我們的Facebook頁面,微信和Instagram等)。

在促銷期間,您可以在結帳過程中輸入促銷代碼。在結帳頁面上,您會看到它在哪裡要求您輸入優惠券代碼。

送貨方式

我將收到我的包裹多長時間?

我們的包裹從香港發貨。我們通常需要12個工作日來準備和處理訂單。在需求較高的時期,訂單可能需要更長的時間來處理。

我們寄出您的包裹後,通常需要714個工作日才能交付。

 

我的預計交貨日期已過,但仍未收到訂單?

有時,訂單的交付時間可能晚於估計的時間等。

送貨服務可能會受到USPS操作或隨機海關檢查,重新安排的送貨,與天氣相關的情況,偶然情況,包裹數量增加等因素的影響。

由送貨服務引起的那些情況超出了我們的控制範圍,因此無法保證預計的送貨時間。

但是,您的訂單受我們的無風險購物政策保護並受其保護,如果訂單的交貨時間超過15個工作日*,您可以選擇取消並退款。 (有一些例外)。請單擊以查看無風險購物政策的詳細信息。

*從我們發貨之日起算15個工作日。

運輸費用是多少?

當您訂購超過$ 40或以上時,您將在付款時自動獲得免費送貨。

我們運往美國的所有50個州,包括夏威夷和阿拉斯加。

如何追踪我的運送?

請注意,根據郵政快遞的大小/重量要求,您的訂單可能會分為多批,因此您的訂單可能會顯示多個跟踪編號。

1.您可以通過以下方式找到您的跟踪編號:處理訂單並運送所有包裹後,您將收到一封包含您的訂單發貨跟踪編號的自動電子郵件。另請檢查您的垃圾郵件/垃圾郵件文件夾。

2.或者您可以登錄到您的 Guruguru Market 商店帳戶,然後單擊“我的訂單”。然後,單擊已下達的特定“訂單號”,您將看到您的訂單詳細信息,狀態和每個訂單的USPS跟踪號。您可以在USPS.COM上跟踪您的貨運

我的訂單似乎缺少一些物品

請注意,由於包裹尺寸和/或我們的合同郵政承運人限制重量,訂單可能會分成多批。我們通常會在同一天發貨,每個訂單的所有貨件,但是由於自定義清關時間可能會有所不同,並且發貨後的運輸過程中貨品可能分成不同的批次,因此貨品可能不會在同一天一起到達。

跟踪號與每個貨運包裹相關聯,並且在上述情況下,一個訂單可能包含一個以上的跟踪號。我們完成您的訂單並發貨後,每個訂單的跟踪號就會發送到您的註冊電子郵件中。您也可以在 Guruguru Market 帳戶中找到訂單和發貨信息。

我提供的送貨地址不正確,該如何更改?

您要做的第一件事就是立即與我們聯繫,如果沒有包裝,我們可以更正地址。

包裝寄出後,我們可能無法更改地址作為發件人的限制。但是如果途中有貨,您可以聯繫USPS或您當地的郵局以重定向貨件。您可以與我們聯繫,我們將盡力提供幫助。

退貨退款

我可以取消/編輯訂單嗎?

僅在未處理您的訂單時,您才可以要求取消,更改訂單和運輸信息。僅當訂單狀態顯示“正在等待履行”時,我們才可以幫助您取消/更改訂單。

您可以登錄您的 Guruguru Market 帳戶,然後單擊特定的“訂單號”以查看訂單狀態。

您可以向我們發送一封電子郵件以保留該訂單。

我可以退貨嗎?

在任何情況下,我們都不會因為客戶的個人情況接受任何退款或退貨,但在這種情況下,請與我們聯繫,我們將盡力為您安排和禮貌。

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。

如果發現產品有缺陷,包裝不完整或存在可疑的質量問題,請保留產品照片作為記錄,我們將在必要時安排產品更換或退款。

我們將接受退貨或退款

1.如果您的任何物品丟失,損壞或錯誤,您可以在7個工作日內提交退貨請求,請參閱以下內容,並附上有問題的圖片。

2.如果您的訂單丟失或超過18個工作日未交付,則可以要求退貨。 (有一些例外)。有關詳細信息,請查看我們的無風險購物政策。

我的包裹被延遲了,我可以要求退款嗎?

如果包裹無法在18個工作日內交付給您,則您可以要求退款。(有一些例外)請點擊無風險購物政策以獲取更多詳細信息。

我們的快遞公司提供了大約48個工作日的運輸服務,並由美國郵政局(USPS)在美國方面交付了訂單。我們的投放統計數據顯示,在48個工作日內,投放量達到了92%;但是,實際的交貨時間受到許多因素的影響,這些因素超出了我們或USPS的控制範圍。這些因素包括但不限於極端天氣條件,自定義檢查時間,總包裝體積等。

由於不能保證預計的時間,因此如果在預定的交付時間範圍內未交付訂單包裹,則無法退款。但是,如果訂單包裝在15個工作日內沒有交付給您,我們有一項無風險購物政策來維護客戶的最大利益,那麼您可以選擇退款或對您的包裝扣除20%。請點擊我們的“ 15個工作日送貨範圍”

如何要求退款或退貨?

*在“我的帳戶”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7天內接受退款請求,通常需要提供有問題的照片。

產品質量

您的產品合法嗎?

我們僅從合格且信譽良好的供應商和分銷商那裡採購產品。

產品的保質期是多長時間?

大多數產品的保質期很長。我們確保交付給您的產品至少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(不包括具有提及的較短保存期限和清關清單的產品)。

您如何包裝要運輸的物品?

我們會按照我們的流程和步驟將包裝好的產品包裝好並輕輕密封,以確保對您訂購的產品進行包裝保護。

我們還為易碎物品提供額外的保護,我們使用額外的包裝材料(例如氣泡包裝紙和氣墊袋)來避免運動衝擊。

我會收到丟失和/或有不正確物品的信息嗎?

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。我們很少發現錯誤。如果您發現錯誤,請隨時與我們聯繫,我們將為您跟踪。感謝您的反饋,因為它有助於我們改進。

FAQ

Frequently Asked Question is for reference only. For actual store policy detail, please refer to our store policy page. If you can not find your answer, please feel free to contact us. Email: cs@guruguru.com or WeChat ID: Gurugurumarket

 

Ordering

Where do you deliver to and what is the currency shown on the site?

We delivery to all 50 states in the United States including Hawaii and Alaska

Currency shown on our site is in $USD.

Why checkout is declined?

There are usually 2 reasons in the following:

1.Your credit/ debit card does not have enough/available fund

2. Your billing address does not match with the record of credit card issuing bank. (Please double check the billing zip code)

What is the delivery option?

When you order at $40 or above, you will receive free shipping* automatically at checkout.

We ship to all 50 states in USA, including Hawaii and Alaska.

*Free shipping question, please check out our Shipping & Delivery FAQ and Risk Free shopping policy.

How do I check my order status?

Use Desktop/Tablet After you sign into  store account, go to “Order” tab then click on the specific order # you want to check. You will see your order detail, status and USPS tracking number(s) per order.

Use Smart Phone After you sign into Guruguru Market store account, click on the square button at the top left corner of the screen and select "Order" under "Account." Then click on the specific order # you want to check. You will see your order detail, status and USPS tracking number(s) per order.

Payment method type

We accept credit card / debit card payment of VISA, MasterCard, American Express or Discovery

PayPal payment 

Is my payment and personal information secure?

It is our top priority to secure your data on our website. For this reason we have installed a Secure Sockets Layer (SSL). The SSL certificate is the most widely deployed security protocol used today.

SSL is installed on our web server to secure credit card transactions, data transfer and logins, and more recently is becoming the norm when securing browsing of social media sites. SSL Certificates activate the padlock and the https protocol and allows secure connections from a web server to a browser.

How do I get coupon code and how to apply?

We launch different promotions from time to time, and the promotions operate in the form of promotion code. Each promotion code carries different offers, for offer details please refer to the terms and conditions of the related promotion.

Please make sure you follow our social media (Like our Facebook page, Wechat and Instagram, etc.) as we post our promotion from time to time.

During promotion period, you can enter the promotion code during checkout process. On the checkout page you will see where it ask you to input the coupon code.

Shipping & Delivery

How long will I receive my package?

Our package ships from Hong Kong. We usually take 1 to 2 business day(s) to prepare and process the order. During periods of higher demand, orders may take longer time to process.

Once we ship out your package, it usually and estimated take 7 to 14 business days to delivery.

 

My estimated delivery date has passed but I still have not received my order?

Occasionally, order may get delivered later than the estimated time etc.

The delivery service can be impacted by USPS operation or random custom inspection, re-routed delivery, weather related condition, incidental case, increased parcel volume, etc.

Those conditions caused by delivery service are beyond our control and thus the estimated delivery time is not guaranteed.

However, your order is protected and covered by our Risk Free Shopping Policy that you may choose to cancel and refund the order if order takes longer than 15 business day* to delivery. (with some exception). Please click to see detail for Risk Free Shopping Policy.

*15 business day counts from the day we ship your package.

How much is the shipping cost?

When you order over $40 or above, you will automatically receive free shipping at check-out.

We ship to all 50 states in USA, including Hawaii and Alaska.

How to track my shipping?

Please note your order may be split to multiple shipment(s) as per the size/weight requirements of the postal courier and thus your order may show multiple tracking numbers.

1. You can find your Tracking Number(s) by You will receive an automated email with your order shipment(s) tracking number(s) once your order is processed and all the package(s) are shipped. Please also check your Junk/ Spam email folder.

2. or You can login to your hkshoppyduck store account and click on "my order". Then you click on the specific "order #" that you have placed, you will see your order detail, status and USPS tracking number(s) per order.

You may track your shipment in USPS.COM

My order seems missing some item(s).

Please note order may be split into more than one shipment due to package size and/or weight limitation by our contracted postal carrier. We usually ship out all shipment(s) per order on the same day but shipments may not arrive all together at the same day due to custom clearance time may vary and shipments may fall into different batches in post carrier’s transition process.

A tracking number is associated with each shipment package and an order may contains more than one tracking number per the circumstance mentioned above. Tracking number(s) per order is sent to your registered email once your order is completed by us and shipped. You can also find your order and shipment info in your Guruguru Market account.

The shipping address I provided was incorrect, how can I change?

The first thing you do is contact us IMMEDIATELY, we can correct the address if the package is not shipped.

Once the package is shipped, we may not able to change address as the limitation on sender. But you may contact USPS or your local post office to redirect the shipment if the shipment is on the way. You can contact us and we will do try our best to help out.

Return & Refund

Can I cancel/edit my order?

You may request to cancel, change you order and shipping information ONLY IF your order has not been processed. We may help you to cancel/change the order ONLY IF the order status shows “waiting for fulfillment.”

You may log in to you Guruguru Market account and click on the specific “order #” to see the order status.

You may send us an email to hold on the order.

Can I return my order?

We cannot accept any refund or returns because of the customer’s personal circumstances in any case, but in such case please contact us, we will try to make arrangement and courtesy for you.

We have implemented technology in every step of our packing process in order to avoid packaging mistakes and keep record. We scan all items per order before sealing the package.

If the product(s) is/are found defected, incompletely packaged or with suspected quality issues, please keep the photo(s) of the product(s) as record and we will arrange product replacement or refund whenever necessary.

We will accept return or refund

1. If any of your item is missing, damaged, or wrong item you may submit a Return Request, see below, within 7 business day with picture of the item with problem.

2. If your order is lost or not delivered more than 15 business days, you may request return. (with some exception). For detail please check out our Risk Free Shopping Policy.

My package is delayed, can I request refund?

You may request refund if package does not deliver to you in 15 business days.(with some exception) Please click Risk Free Shopping Policy for more detail.

Our contracted postal courier offers estimated 4-8 business day shipping service and order delivery by USPS in US side. Our delivery statistics shows 92% delivery reach within the 4-8 business days standard; however, the actual delivery time is impacted by many factors which are beyond either our or USPS's control. The factors include but not limit to extreme weather condition, custom inspection time, general package volume etc.

As the estimated time is not guaranteed, order is not refundable in the case the order package does not deliver within the estimated delivery time range. However, we have a Risk Free Shopping Policy to safeguard customer’s best interest in the case the order package does not deliver to you in 18 business days, then you can choose to either refund or offer a 20% deduction of your package. Please click our "18 Business Day Delivery Coverage"

How to request refund or return?

1. Email to cs@gurugurumarket.com

2. or Submit a refund request in “My Account.” Click on the specific “Order #” and then click on “Return Request” is on the top

We only accept refund request within 7 days after the order is delivered and a photo of the item with issue is usually required.

Product Quality 

Is your product legitimate and quality of product?

We only source products from qualified and reputable suppliers and distributors.

How long is the shelf life of product?

Most of the products have long shelf life. We ensure the products delivered to you at least 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).

How do you pack items for shipping?

We pack and seal your ordered items nicely and gently following our process and procedures to ensure packaging protection on your ordered items.

We also provide extra protection to fragile items that we use extra wrapping materials such as bubble wrapper and air cushion bag to avoid motion impact.

Will I receive missing and/or has incorrect item(s)?

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

We scan all items per order before sealing the package. We have very rarely found mistakes. If you find the mistake, please feel free to contact us and we will follow up for you. We appreciate your feedback as it helps us to improve.