Frequently Asked Questions｜King Le Gaofei Frequently Asked Questions Collection
We are dedicated to providing parents, teachers, and schools with the highest quality STEM educational toys. To make your shopping experience smoother, we have compiled the following frequently asked questions:
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Ordering and Payment Methods
Q: “What payment methods can I use?”
We offer a variety of flexible payment options, including:
- Electronic Payment: PayMe, Faster Payment System (FPS), Octopus, AlipayHK, WeChat Pay HK.
- Credit Card: VISA, MasterCard, American Express (securely processed via Shopify Payments).
- Bank Transfer: HSBC bank transfer.
Q: “Can I modify or cancel my order after it has been placed?”
Once an order has entered the processing stage or has been shipped, we will be unable to modify the order details or cancel it. We recommend double-checking the item quantity and shipping information before checkout. If your request is urgent, please contact customer service via WhatsApp immediately.
Delivery and Pickup Services
Q: “How is shipping calculated? Are there any free shipping offers?”
Local Delivery: Generally handled by SF Express.
Free Shipping Offer: Enjoy free shipping on orders of HK$500 or more (Hong Kong only).
Shipping Fees for Orders Below Threshold: For orders under HK$500, shipping fees will be collected by SF Express from the recipient upon delivery (COD), or a flat shipping fee will be charged at checkout.
Q: “How long will it take to receive my order after placing it?”
In-stock items: Usually shipped within 1-3 business days after order confirmation.
Pre-order items: Shipping time will be subject to the instructions on the product page.
After dispatch, delivery via SF Express typically takes 1-2 business days.
Q: “Can I pick it up in-store?”
Yes. You may choose to pick up your order in person at our Kwun Tong store. Please select "Store Pickup" at checkout, and come to collect it during business hours after you receive the "Ready for Pickup" email notification.
Refund and Exchange Policy
Q: “What should I do if I receive a damaged or incorrect item?”
We attach great importance to product quality. If you find that the product is damaged or does not match your order, please contact us within 7 days of receiving the goods and provide the following:
- Order number
- Photos or videos of the product defect
We will verify the information and arrange a replacement for you.
Q: “Can I return the item based on personal preference?”
In accordance with our Terms of Service, we do not accept return or exchange requests based on personal preferences (e.g., dislike, not as imagined) unless the item itself has a quality issue or was sent incorrectly.
Q: “How long does the refund process take?”
If you meet the refund criteria, the funds will be returned to your original payment account. Credit card refunds may take 5-10 business days to process, depending on the bank or card issuer.
Gift Wrapping and Wholesale Services
Q: "Do you provide gift wrapping services?"
Available! If you are purchasing as a gift, you can add "Gift Wrapping Service" on the product page or in your shopping cart.
- Professional Wrapping: We use exquisite wrapping paper.
- Message Card: You can leave a personal message, and we will handwrite it on a card and include it in the package.
Q: "How can schools or organizations apply for wholesale or bulk purchases?"
STEMtoy welcomes wholesale inquiries from schools, non-profit organizations (NGOs), and corporate clients.
- We provide specialized quotations.
- We accept purchase orders (P.O.) and cheque payments.
- Bulk purchase discounts are available; please contact us via email at contact@kidrise.com.hk or WhatsApp for inquiries.