FAQ

General


Q1. How can I contact HABBITZZ customer service?

You can reach HABBITZZ’ customer service team via:

  1. Email: cs@habbitzz.com
  2. Phone: +852 2888 1800
  3. Livechat: @HABBITZZ Apps iOS / Android or www.HABBITZZ.com

Service hours:

Monday to Friday, 9:30am to 7:00pm; excluded Saturday, Sunday and Public holiday



Q2. Will there be any confirmation email after I have placed my order with HABBITZZ?

Yes, HABBITZZ will send you a confirmation email after we have received your order.

If you do not receive any email from us, please:

  1. Check the spam mail folder of your email account; or
  2. Contact HABBITZZ’ customer service team for enquiries or assistance.



Q3. What can I do if I forgot my password?

Don't worry. You can retrieve your password by going to "Sign In" page and then click "Forgot Password?". You may contact HABBITZZ’ customer service team for enquiries or assistance.



Q4. Does HABBITZZ provide any warranty or repair service?

HABBITZZ will not provide any warranty or repair services. Suppliers of the products may or may not provide warranty or repair services for their relevant products. You may print the invoice for the Goods/products you have purchased on www.habbitzz.com (Account > My Orders > View Order > Invoices) for warranty or repair purposes. Please refer to the “Product Description” page to see if any warranty and/or repair services may be available and contact the relevant supplier for details.



Q5. Can I check the order status online?

Yes. You may view the status of your order online:

  1. If you are using HABBITZZ’ website: By logging in to your HABBITZZ’ account > My Orders > View Order > Order Shipments > Click track_your_order_link > input the tracking number or
  2. If you are using HABBITZZ’ Apps: By logging in to your HABBITZZ’ account > My Orders > select your order number > Click Track your order.



Q6. What delivery options does HABBITZZ offer online?

HABBITZZ offers two kinds of delivery options, namely local standard delivery services and local express delivery services(that can be delivered as fast as 4 hours).

For local standard delivery: HK$35 delivery fee will be charged on per shipment basis.

For local express delivery: HK$55 delivery fee will be charged on per shipment basis.



Q7. How can I change delivery address/ phone number/ recipient for my existing order?

Please contact HABBITZZ’ customer service team for your request.

You may need to provide the following information for our follow up:

  1. Delivery address
  2. Phone number
  3. Recipient
  4. Your Order ID



Order & Payment


Q8. How do I place an order?
  1. Product selection: You could select/add any items you like in "ADD TO CART".
  2. When you are ready to check out: Go to click "CHECK OUT" and login your HABBITZZ account.
  3. After login: Please confirm your order details, including your delivery address and delivery option.
  4. Payment: Press "Continue" and go to payment gateway.



Q9. How do I know if payment transaction is successful?

If payment transaction is successful for your order, you will receive a confirmation email from us. Please check your email or junk folder.

However if you do not receive the email:

  1. If you are using our website, you can check the order by viewing "Recent Orders" under "Account".
  2. If you are using our Apps, you can check the order by viewing "Recent Orders" under "My Orders".

Should you have any questions, please contact HABBITZZ’ customer service for enquiries or assistance.



Q10. Can I call HABBITZZ to place an order?

For security reason, HABBITZZ cannot place any order on your behalf over the phone, email or live chat. If you have any questions on how to place an order, our customer service team will be pleased to assist you.



Q11. What is the currency in use for HABBITZZ?

Unless otherwise specified, the prices shown on HABBITZZ are in Hong Kong Dollar.



Shipping & Delivery


Q12. What should I do if my order hasn't been delivered yet?
  1. If you are using our website, you could check your shipment status by logging in to your HABBITZZ’ Account > My Orders > View Order > Order shipment. If shipment status is "ready to ship", you could click the "Track this shipment" to see the status.
  2. If you are using our Apps, you could check your shipment status by logging into “My Account” > My Orders > Select the order number. If the shipment status is “ready to ship”, you could click the “Track your order” to see the status.

If the estimated delivery date has passed and you still haven't received the order, please contact HABBITZZ’ customer service for further checking and assistance.



Q13. How much is the shipping fee?

Shipping fee is charged based on type of delivery service you have chosen. HK$55 for local express delivery (as fast as 4 hours) and HK$35 for local standard delivery (within 1 or 2 days). Besides that, your shipping fee is charged on per shipment basis. The number of shipments in an order is determined by the number of source warehouse(s) the items are shipped from, i.e if 3 items purchased in 1 order are shipped from 2 source warehouses, then there are 2 shipments in your order. If you choose local standard delivery for these 2 shipments, your shipping fee would be HK$70.

Please note that at the moment HABBITZZ does not deliver to the following areas, including Lo Wu, Lok Ma Chau restricted Area, Mai Po, Man Kam To, Tak Ku Ling, Grass Island, Mui Wo, Po Toi Island, Tai O, Tung Lung Island ,Tung Ping Chau, Ping Chau, Lamma Island and any P.O. box address. We will however continue to expand and enhance our delivery coverage areas and may amend this list of delivery area coverage from time to time without further notice to you.



Q14. Does HABBITZZ provide self-pickup service?

At the moment, HABBITZZ does not provide any self-pickup service and all Goods/products purchased must be delivered. We will however continue to make every effort to further enhance our services.



Return / Refund


Q15. How do I return the items I have already purchased?

You can request return within 7 calendar days upon receipt of shipment by you. Just follow these six easy steps to return the items :

  1. Check if your return is considered a valid return according to HABBITZZ’s Return Policy;
  2. You may either:
    • Fill in the Online Return Form which can be found by selecting the order in “My order” page and then click “Return” button and submit the completed form online. A “Return ID” will be given to you once you submit the form online; or
    • Contact our Customer Service through our “Contact Us” Page. Our customer service representatives will give you a “Return ID”;
  3. Upon receipt of your return request, our customer service representatives will get back to you and arrange with you to have the product returned to us either by our collection service or by you dropping the product off at any of the S.F. Stores.;
  4. Fill in the “Return ID” in the “Return ID” column of the Return Note, which should have been provided to you in the same parcel with the product. Please then insert the Return Note in the parcel to be returned to HABBITZZ;
  5. Pack the return product(s) securely to avoid damage during transportation.
  6. Depending on your choice, your parcel will either be picked up by our courier or be returned to us via the S.F. Stores.

Please refer to our "How to Return" for more details on the requirements, steps and timeline on return for replacement and return for refund.



Q16. What kind of product can I return?
  1. According to the "Guarantee Return" policy of our Return Policy, we will accept the return of the following items: 
    • If the goods delivered to you are damaged, defective, not the product you have ordered; or
  2. According to the "7-day Return" policy of our Return Policy, we will accept the return of the items for the following reason: 
    • If you change your mind (Provided that the items to be returned is in the original and resalable condition and the product packaging is unopened.)

Please refer to our "How to Return" for more details on the requirements, steps and timeline on return for replacement and return for refund.



Q17. What can I do if the item I have purchased is damaged or has defects when it is delivered to me?

When you receive the product, please check its condition (i.e. please check if it is damaged or has any defect). If it is damaged, please take a picture of the faulty item and keep the packaging. Then, contact HABBITZZ’ customer service immediately about the issue. Products that are damaged, with manufacturing defect may be returned to us. We will arrange for refund/replacement if the return request is accepted by us.



Q18. How do I get the refund?

We will refund to you by your original payment method.



Q19. How long is the refund process?

If your refund request is approved by HABBITZZ after completing our quality evaluation, you may expect a refund to your credit card in 5-15 working days. The actual date of when the refund will be credited to your account will vary subject to the business processing cycle of the relevant bank.



Statutory Free Removal Service (Applied on regulated electrical equipment only)


Q20. What is the definition of regulated electrical equipment?

Regulated electrical equipment include air conditioners, washing machines, refrigerators, televisions, computers, printers, scanners and monitors.

Please refer to Removal Service Terms & Conditions under Terms & Conditions for more details.



Q21. What should I do if I purchase regulated electrical equipment?

You can request free statutory removal service for the same type and quantity of used electrical appliances, please contact HABBITZZ Customer Service to request or decline free removal service within 3 working days after purchase.

You must choose from:

  1. Request free statutory removal service (Delivery date of purchased electrical appliance different from removal date of used electrical appliance)
  2. Decline free statutory removal service
  3. Paid removal service(Decline free statutory removal service), request delivery and removal on the same day, fee to be paid upon collection (if available)
  4. To be decided. Will contact HABBITZZ Customer Service within 3 working days of purchase to request or decline free removal service. If no reply is received by HABBITZZ Customer Service within the 3 working days period, you are deemed to have declined the removal service


Q22. What should I do if I select option 1, 2 or 3 but want to change my mind later on?

Before delivery of the purchased electrical appliance, you can request change of your selection within 3 working days of purchase. Please note you can request for a change of delivery date, time and/or place once by giving no less than 2 working days’ notice.

If you change your mind and request paid removal service (decline the free statutory removal service) upon delivery, please contact Customer Service to cancel the free removal service.



Q23. What should I pay attention to when opting to use the statutory removal service?

You should note that:

  1. The old items must stand-alone and be freed from other connections or obstacles.
  2. If the old item(s) have serious hygiene issues (e.g. rancid foods, presence of cockroaches and ants, etc.), we have the right not to remove such item(s), and there will be no further free removal service.
  3. We shall not be liable to reschedule free removal service again if collection failed the first time due to fault on the part of the customer.


Last Updated: 30/11/2018