Q1. How to register as member?
To register, all you need to provide is your name, email address, and a password of your choice. You can fill out the rest of your account information at your leisure. Once registered, you will receive an account activation email.
Q2. Confirmation email
We will send an email confirmation to you. If you do not receive this email within 1 hour you submitted your registration, it may have been blocked by your email service provider or antivirus program. Please Contact Us.
Q3. Forgot member ID
Your email address is the same as you member ID. If you forgot the ID, please email firstname.lastname@example.org with the following information:
1. Your name
2. Your registered address
3. Your registered email address
4. An order ID (if you have ordered from BonBonTong.com before)
When we have verified this information with your registered details, we will email you your member ID again.
Q4. Forgot password
Simply click on the "Forgot your password" [Forgot your password] link on the Login page. Enter your member ID and inform us. Our system will generate your password and send to your email address. (If you do not receive that email, please Contact us) .
Q5. Can you change of email address?
Your email address as you member ID, so we strongly recommend do not change it. But if needs to change in the inevitable situation, please use your new email address to email us at email@example.com and input your Member ID, old email address and new email address, date of birth and your full name for verification.
Q6. Can you change of personal information?
Login to BonBonTong.com "Member Profile "
Overtype on the fields you would like to change and click "Update "
Q7. Can you change your password as often as you like?
Please log in and click "My Account" button and you can change your password as often as you like on the displayed screen.
Q8. Can you register again with the same email address you used before?
You cannot register more than once with the same email address.
Q9. Is it possible to have several Members ID?
We ask that you do not create more than one member ID.
(Creating multiple member IDs simply means that your points are split up between different accounts. Please note that you cannot transfer points between different accounts.)
Q10. Cannot receive emails
A lot of email service provider and email client software have filters to block junk emails but our customers told us that a lot of times these filters also blocked legitimate emails like the ones we send you. In order to ensure you receive all the e-newsletters, order confirmation and dispatch emails we send you, please follow these recommendations:
Add firstname.lastname@example.org to your Address Book
Avoid using web mail accounts such as yahoo.com, hotmail.com, sina.com, 163.com, etc.
Check on any folder named "Junk", "Spam", "Filtered/Blocked", or even at the Trash/Bin folder. If you see our email there, please mark it as "not spam" or "report as not spam". There is an option to do this from the functions provided by your email account service (Yahoo!, Hotmail, Gmail, etc.).
Q11. How to purchase?
When you see something you'd like to order, enter the quantity you want to buy and click on the "Buy now" button, we will place the item in your shopping cart. The number of items added to your shopping cart and total order amount are displayed and updated continually on the top bar of any page, making it easy for you to review your purchases anytime and anywhere on the site.
Q12. How to know your order confirmed?
After successfully placing an order, you will see a page thanking you for your order, together with an Order Number. You will also get an order confirmation email with all the details on. If you do not see either of these, there maybe a problem with your order. You can check '"my account > order history" to see if the order is there and therefore has been placed.
Sometimes an order will be successfully submitted even if you get an error message on the last step. Please check the list of recent orders in "my account" before attempting to place the order again.
If you do not receive the order confirmation email, your email service provider or email software may have blocked our emails. Please refer to the " Cannot receive emails" section for more details.
Q13. How to check your order history?
Please log in to "Member Profile" and check your "Check Order". Your last one year purchase until today will be shown.
(Purchase made before last year cannot be searched.)
Q14. Can you changing Orders?
Once you have completed your purchase thru BonBonTong.com, we do not accept any changes on ordered items. For any changes on ordered item, a HK$30 administration fee is required for each change. Please note: Whenever you make a change of an order, the estimated delivery date will be affected. Once an order is being dispatched, no change will be accepted.
Q15. Can you cancel orders?
We usually dispatch all orders within the next business day. If you would need to cancel an order, please Contact us as soon as possible and specify your Order Number. A cancel order confirmation email will be sent to you. NOTE: Once an order is being packed or dispatched, it cannot be cancelled by you or our customer service department.
Q16. There is a shortage item in your order…
1. We are very sorry that your item is out of stock so that we cannot deliver that item. Moreover, we will not deliver the item again.
Even if the stock is available again, we will not re-send the shortage item.
2. About the refund of the shortage item
The refund will subject to your payment method (we are sorry that we will not refund by cash). The refund amount will generally reflect on your credit card statement next month. The whole of refund procedure approximately to need 3 to 4 weeks.
If all the items in your order are shortage, your order will be cancelled and full price will be refunded.
If partial items in you order are shortage, we will refund the amount of shortage items to you. Please do not worry.
There may be differences in the total amount refunded due to exchange rate differences.
Our customer service will send an email of "Shortage Notice" for notification.
Q17. Only accept member purchase?
Although you do not want to register as to be our member now, you still can buy your favorite products from BonBonTong.com. You can enjoy your shopping at BonBonTong.com just input required information and continue your purchase process.
Important Note for customer choosing "Experience Purchase" option:
Only after successful membership registration, bonus points and order history, including Order No., Order Details and Order Status, will be saved in your member account. If you register for membership after using "Experience Purchase" for the first order, the bonus points and order history on that order will NOT be saved or counted in your member account.
Immediately registered members! Can enjoy additional benefits, but also save time in data input trouble!
Q18. Can you order over the internet only?
We only accept orders through our website (from shopping cart)
We do not accept orders by e-mail, telephone, or FAX
Q19. How many payment methods?
BonBonTong.com is offering a wide range of payment methods, so you can find one that suits you best. We accept Visa Credit Cards , PayPal, Alipay and Bank transfer for payment.
Q20. Can use bank transfer payment?
We are accepting direct bank payments. Please deposit the total amount according to the following details and then mark the order number on the Deposit Slip and fax to (852) 3523 1713 【Attn: Account Department】or e-mail to email@example.com.
Merchant Name: BonDotCom Co. Ltd.
Bank Name : OCBC WING HANG Bank Limited
Account No. : 035-820-364061-001
Swift Code : WIHBHKHH
*If payment is not received within 3 working days, the order will be cancelled.
Q21.Can pay by Master Card?
We are not accepting Master Card for direct payment. However if you have a PayPal account, you can choose Master Card as funding source for your online purchases. You can use a Master Card to pay for things even if you don’t have a PayPal account. As a PayPal guest you can use your Master Card with guest checkout.
Q22. Can you pay for my items cash on delivery?
Sorry, at present we do not accept cash on delivery payment.
Q23. What currency will I ultimately have to pay with?
The currency for payment will be Hong Kong Dollars. Reference prices in other currencies are displayed for reference only and exchange rates are updated monthly.
Q24. You are not the nominal person on the credit card. Can you still use it?
We are very sorry, but we will not be able to process your order. To ensure secure transactions, your name must be the name that appears on the credit card. We reserve the right of cancellation of order without prior notice in order to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity.
Q25. How do we ship orders?
We do ship everywhere in the world. So you may shop for yourself or send gifts to your overseas friends and relatives. We use renowned local and international courier services for all local and overseas orders.
Q26. Is it free shipping?
For delivery address within Hong Kong Territories, free shipping will be provided for all order amount of HK$300 or above.
For mainland China (included Macau) orders, free Shipping will be provided for all order amount of HK$1,000 or above.
For rest of the world orders, free Speedpost Shipping will be provided for all order amount of HK$2,500 or above.
Q27. Dispatch notification
We will send a Dispatch Notification email to you after we have dispatched your order. The majority of our orders are shipped within 1 - 2 business days after placing the order online. You can expect to receive the order within the 2 - 14 business day timeframe. The email contains the details of your shipment as well as a tracking number and link. You can click on the link to track your order.
If you do not receive the dispatch notification email, your email service provider or antivirus program may have blocked our emails. Please refer to the "Cannot receive emails" section for more details.
Q28. How to tracking orders?
As a BonBonTong.com value customer, you will be able to track the status of your order. Please find out the order tracking ID in “Dispatch Notification" and then check the following websites to trace and track your order:
For orders delivering to Hong Kong Territories, please Contact Us to track.
For orders delivering to China, click here to track.
For orders delivering to rest of the world, click here to track.
Q29. Can you ship items to multiple shipping addresses?
We are very sorry, but you can only specify one address per order. If you want to ship items to multiple addresses, you have to order separately for each address.
Q30. Customs & Tax
When ordering from BonBonTong.com the recipient is considered as the importer who must comply with all the laws and requirements of the country in which the items are received. Your orders may be subject to import duties and/or taxes and any additional charges for custom clearance must be borne by the recipient. BonBonTong.com has no control over these charges and does not assume responsibility for the ordered goods meeting local customs laws and/or duties and taxes. Custom policies vary widely from country to country, and you should contact your local customs office for further information.
If the package is refused due to your refusal to pay customs tax and/or duties, and subsequently returned to BonBonTong.com, the return shipping charges and a re-stocking fee of 25% of the total product purchase price will be deducted. The remaining balance will then be refunded.
Q31. For order deliver to China should pay attention to?
The China Customs have imposed tighter postal security measures for order deliver to Mainland China, the total value of every parcel must be under RMB 800. If your parcel over the limited value, you have to process Import Trade Declaration or refuse parcel as according to Customs rule.
In view of the aforementioned, BonBonTong.com customer is requested to keep the total amount of their order under RMB 800 (per order). If customer would like to order more products and the total order amount must be over RMB 800, please kindly separate your order. BonBonTong.com may Split the order if the order is over the limited value.
Since China Custom Policies vary widely from Province/ Cities, your orders may be subject to import duties and/or taxes and any additional charges for custom clearance must be borne by you. BonBonTong.com has no control over these policies and does not assume responsibility for order return caused by Custom policies. If the parcel is returned to us due to recipient refuse to pay additional charge or tax, refuse to provide ID copy, unable to make import declarations or parcel refused by recipient, we issue a refund by deducting the original shipping fee, handling fee and 25% of the value of products as re-stocking fee. For details, please kindly refer to Customs & Tax and Undeliverable orders. Please accept our apology for the inconvenience caused.
Q32. Why was split order?
If your order item(s) does not meet with the local regulation or requirement of the delivery country, e.g. weight or total order amount, BonBonTong.com will automatically separate your order into several parcels and delivering in different dates to meet the requirement. You will also be notified all the tracking numbers by email.