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FREQUENTLY ASKED QUESTIONS

  • How long will it take to deliver my parcel?

    Once your parcel arrives at our international warehouse, you can expect it to arrive in Hong Kong within 7 to 14 business days . Keep track of your parcel here.

  • What is a Shipping Address?

    This refers to one of our international forwarding warehouses, each located in the US, Korea, and Japan. You can save on shipping by instructing the sender to deliver your parcel to one of our international warehouses, and we will forward the parcel to Hong Kong at a fraction of the original delivery cost. Find out more about how QualityBuy works here.

  • How do I calculate my delivery fee? And what’s the difference between actual weight and volumetric weight?

    You can estimate your delivery fee here. Please note though, that Your final delivery fee is calculated when your parcel arrives at our Hong Kong distribution center. Once we’ve finalized the fee, you’ll be able to see it in your QualityBuy Order History page
    We compare the actual weight and volumetric weight of your parcel, and calculate the delivery fee based on whichever is the heavier.
     
    Volumetric weight = (Package height x Length x width cm / 6000) x 2.2046
  • When should I pay for the delivery fee?

    Your shipping fee is payable when your parcel arrives at our Hong Kong distribution centre. We’ll send you an email to let you know.

  • Do I need a courier tracking number to submit an item on QualityBuy.com?

    Yes.  The courier tracking number is essential for us to process the transport efficiently.  Check with the retailer or sender for the tracking nubmer and courier name.

  • How do I pay my delivery fee?

    There are two ways you can pay us:

    1. Pay  in cash when you pick up your parcel from our distribution center 
    2. Pay online at your QualityBuy order history page via Paypal
       
  • When do I need to pay my delivery fee? And is there a deadline for picking up my parcel?

    A notification will be emailed to you once your parcel arrives in Hong Kong.  You may also view the status of your parcel on the order history page.  (via your Order History page)

    You will be required to pay the delivery fee within 3 days online (via your Order History page).  

    OR
    Simply let us know and pay in cash on delivery (COD). 
    *Please note that you are required to pick up your parcel within 7 days.
     
    If after 7 days the parcel is not picked up, there will be a late fee of HK$10 per parcel.
    If after 30 days the parcel is not picked up, the parcel will be considered unclaimed, and will be disposed of as we see fit.
     
    For more information about our delivery terms and conditions be sure to check this page.
     
  • How do I pick up my parcel?

    There are 2 convenient ways to pick up your parcel:
    1.  Drop by the desired pick-up center as you have submitted on QualityBuy.com
    2.  Arrange your parcel to be couriered directly to an address of your choice. There is an additional flat rate of HK$35 (for orders under 10lbs) handling fee, payable in cash on delivery. (COD) 
      *Delivery areas for flat rate of HK$35 (for orders under 10lbs):

       Hong Kong Island - Sai Wan, Sheung Wan, Central, Admiralty, Wan Chai, Causeway Bay, North Point, Quarry Bay, Tai Koo, 

       Sau Kei Wan, Chai Wan

       Kowloon - Lai Chi Kok, Cheung Sha Wan, Sham Shui Po, Tsim Sha Tsui, Mong Kok, To Kwa Wan, San Po Kong, Kowloon Bay,

       Kwun Tong, Yau Tong

       New Territories - Kwai Chung (not including 1-9 container terminal), Tsuen Wan, Shatin

      *Commercial area only  Deliveries will normally be completed withing 3 working days.  

       Delivery time:  Monday to Friday:  9:00am - 5:00pm

       Delivery areas with surcharge:

       All estates and residential areas, The Peak, Mid-Levels, Tseung Kwan O, Ma On Shan, Heng Fa Chuen, Siu Sai Wan,

       Aberdeen, Pok Fu Lam

       Hong Kong Southern District (Repulse Bay, Stanley), Tai Po, Fanling, Sheung Shui, Yuen Long, Tuen Mun, Sai Kung,

       Tung Chung

       If you’re interested in this option, please contact us and our customer service team will give you a call to make
       arrangements.
 
  • What items are prohibited and cannot be delivered?

    There are certain items that we cannot deliver for legal or safety reasons. Be sure to check the following list (suitable for all warehouses) before you order a product or submit an item on QualityBuy.com:

    1. Food that Contains Meat or other Rotting Ingredients

    Any Seafood, Animals, Eggs, Plants, Cooked or Uncooked Meat and related-products, such as meat, Minced Meat or Meat Pie that can be served as Food, Food and Dairy Products that deteriorate in room temperature.

    1. Bones, Debris, Fur and Fossils

    All Kinds of Animal Bones and their organs or parts of the Human Body, Human or Animal Embryos, Incinerated or Excavated Human Remains and Fossils/ Whole Fur and Cats or Dogs or any Article made of Fur.

    1. Fertilizer and Soil

    Such as Urea, Ammonium Nitrate, Super phosphate and Ammonia etc. Various soils and various powders that cannot be distinguished.

    1. Cigarettes and Wine

    All types of Wine and Cigarettes (including electronic cigarettes).

    1. Prescription Drugs, Poisons and Psychiatric Drugs

    All kinds of Prescription Drugs and Potent Poison, such as Thallium, Cyanide, Arsenic, etc.; All kinds of Narcotic Drugs, Opium, Morphine, Cocaine, Heroin, Marijuana, Methamphetamine, Ephedrine and other addictive Narcotics.

    1. Refrigerated Food or Fresh Fruits and Vegetables

    Corrosive Food, Food or Beverages that require refrigeration or other environmental conditions, such as Fresh Fruits, Vegetable, etc.

    1. Toxic and Contagious Substances

    Toxic and Infectious Substances, such as Poisons, Toxic Bacteria/ Viruses/ Parasites/ Fungi; Anthrax, Dangerous Pathogens, Medical Wastes and Hazardous Wastes.

    1. Radioactive Materials

    Radioactive Substances, such as Uranium, Cobalt, Radium, etc.; Oxidants and Organic Peroxides, such as, Hydrogen Peroxide, Sodium Peroxide, Radioactive Materials, Potassium Nitrate, Chromium Trioxide, etc.

    1. Real Guns, Guns and Related Accessories

    Guns, Ammunition Guns, Toy Guns, Fire guns, Bullets, Cartridge Cases, any Air-Soft Guns and Gun-equipment, and any Equipment for Military, Combat or similar purposes.

    1. Explosives

    Explosives such as Fireworks, Detonators, Fire, etc. All items that may explode during transport.

    1. Gas, Compressed Gas, Pressure Tank

    Such as Compressed Air, Dry Ice, Fire Extinguishers, Gas Cylinders, Inflatable Spheres, Lifesaving Devices, Explosive Airbags, Aerosols, Gas Lighters, Light Bulbs, etc.

    1. Flammable Liquids

    Perfume, Rubbing Alcohol, Essence Oil, Camphor Oil, Turpentine, Water, Glue, etc. All Combustible and Flammable Liquids.

    1. Corrosive Substances

    All kinds of substances that will trigger damaging chemical reactions when in contact with the human body, other goods, logistic vehicles, etc.

    1. Flammables

    Flammable Solids, Natural Substances and Substances that release flammable gas when in contact with water, such as Activated Carbon, Titanium Powder, Castor Products, Rubber Debris, Safety Matches, Phosphorus, Sulfur, Nitrocellulose, Metal Power.

    1. Lottery and Cash

    Lottery, Gambling Equipment, Coins and Stamps for Coins, Counterfeit Currency and Securities, and items equivalent to Money (Coin, Cash, Currency, Paper Money and Marketable Securities).

    1. Magnets

    All kinds of magnets and objects with a strong magnetic field. It will affect the Aircraft Signal, and will NOT Pass Security.

    1. Battery

    Electronic Components, Stand-Alone Delivery of Batteries, Separate Batches of Dry Batteries and Lithium Batteries will NOT Pass Security.

    1. Molded Parcels

    Molded Parcel Producing Unusual Smell.

    1. Others

    Other Goods prohibited by law from Import or Export, any dangerous goods under other provisions of prohibited goods in the air, or goods which may cause delay in carriage.

  • What is the maximum size of a parcel I can send and receive via QualityBuy?

    Packages delivered to our US (California) warehouse must not exceed 120 cm on any side.

  • Do you consolidate shipments into one package?

    We currently do not offer shipping consolidation for individual accounts - although this is a feature we are working on. Check back again soon for updates!