What if 3Hr Mart items are missing, wrong, or damaged?
If 3Hr Mart items are missing, incorrect, or damaged, please take photos and report the problem within 48 hours of receiving your order.
Go to HKTVmall app → “Account” → “Orders” → select the relevant 3Hr Mart order → upload photos and submit details.
We will review and process refunds where applicable. After reporting, you may check the status in “Orders” → “Return & Refund Progress”.
How to track my 3Hr Mart order?
Log in to HKTVmall App → “Account” → “Orders” → select your 3Hr Mart order → tap “Order Overview” to view real-time delivery status, delivery person details, and estimated arrival time.
If your order is late beyond the estimated time, you may go to live chat for us to provide further assistance and follow-up.
Live Chat Now:
https://shoalterchatbot.hktvmall.com/?dp_action=dp_deeplink&locale=en
What if I cannot receive my 3Hr Mart order?
If you cannot receive your order, the order will be cancelled with no return or refund.
How to check if 3Hr Mart order is successfully placed?
After successful payment, a confirmation email with 3Hr Mart order details will be sent to your email address, including:
- Order number
- Order date & time
- Estimated delivery time
- Store name
- Order details
- Total payment
Why was my 3Hr Mart order cancelled?
If your 3Hr Mart order is cancelled due to out-of-stock items, or if merchants / courier cannot accept the order in time, the payment will be refunded to your original payment method within 5 working days.
If Mall Dollars were used, they will be refunded within the next working day, and the remaining amount will be refunded within 5 working days. We apologise for any inconvenience caused.
*Note: If part of your order is cancelled due to insufficient stock, resulting in the total below HK$80 or the minimum spend, HKTVmall will not charge extra fees or delivery charges.
How to cancel my 3Hr Mart order?
Sorry, confirmed 3Hr Mart order cannot be cancelled.
Once confirmed, order details are sent immediately to merchants and delivery staff for preparation and shipping. Cancelling or amending confirmed orders may cause logistics errors and affect delivery.
We appreciate your understanding.
Can I change the delivery time of my 3Hr Mart order?
Sorry, you cannot change the delivery time for a confirmed 3Hr Mart order.
Once confirmed, order details are sent immediately to merchants and delivery staff.
If you cannot receive the items, the order will be cancelled with no return or refund.
3Hr Mart order shows delivered but I did not receive it
If your 3Hr Mart order shows delivered but you have not received it, please go to live chat immediately with your order number and recipient details. We will verify the delivery record and follow up with our delivery team.
Live Chat Now:
https://shoalterchatbot.hktvmall.com/?dp_action=dp_deeplink&locale=en