What should I do if the delivered Wet Market Express order is missing/ damaged/ wrong?
(Order number starting with MXXXXXXXXXXXX)
(Product categories such as fresh market items / vegetables / gourds / beans / eggplants / peppers / mushrooms / fruits / meat / poultry / fish / seafood / shrimp / crab / shellfish / lobster, etc.)
If you find any issues (e.g., incorrect quantity / insufficient weight / incorrect size / poor quality / not fresh / temperature issues / spoilage / damage / crushed / wrong item / missing item) with the products from "Wet Market Express" upon receipt, please take a photo of the received products for record, and then follow the steps below to report the issue yourself by visiting "Wet Market Express" within 48 hours after receiving the goods.
- Click “Order History” and select the order
- Click “Issue Reporting Center”
- Click “Report Issue”
- Select the items and report Issue
After reporting the issue, customers can click “Review Issue Reporting Record” in “My Account” to check the status.
Order Tracking for Wet Market Express
You may check the latest logistics status and estimated delivery time of your Wet Market Express order in "Order History" > "Order in Progress".
If the order has not been delivered after the scheduled delivery 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 will be happened if I missed the delivery?
Wet Market Express order will be cancelled with good disposal and refund will not be arranged if a customer fails to receive the item. Therefore, it is recommended to confirm the selected delivery time before proceeding to payment.
How to check Wet Market Express order status and order record?
Once you have successfully placed an Wet Market Express order, the system will automatically send you an "Order Confirmation" e-mail with the following order details :
- Order number
- Order date and time
- Expected delivery time
- Store name
- Ordered items and price
- Total amount of payment
Meanwhile, you can also check your order records for Wet Market Express by following the steps below:
1. Click "Order History" at the bottom
2. Select "Previous Order" or "Processing Order"
3. Click on the order you want to view
4. Check the order details accordingly
Why my Wet Market Express order is being cancelled?
We are sorry for any inconvenience caused by order cancellation. Wet Market Express order may be cancelled if the products are out of stock or the merchant have not picked the order on time. Payment will be refunded to your original payment account within 5 working days.
If Mall Dollar was applied in the order, the related amount will be refunded to your HKTVmall account as Mall Dollar on the next working day and the remaining amount will be refunded to your original payment account within 5 working days. We are sorry for the inconvenience caused.
*Remarks: If some of the items in order are cancelled due to out of stock, which leads that the total ordered amount is less than $80 or does not meet the minimum spending, HKTVmall will not charge any additional delivery fee or amount.
How to cancel my Wet Market Express order?
Sorry, after the Wet Market Express order is confirmed, the system will immediately send the order information to the relevant store and the delivery staff for stocking and arranging delivery. Manual changes in confirmed orders may cause record discrepancies and affect the delivery arrangement. Therefore, we apologize that we are unable to amend or cancel any confirmed orders.
How to amend the delivery time for Wet Market Express?
Sorry, after the Wet Market Express order is confirmed, the system will immediately send the order information to the relevant store and the delivery staff for stocking and arranging delivery. Once the order is confirmed, the delivery time cannot be changed.
Friendly Reminder: Order will be cancelled with good disposal and refund will not be arranged if a customer fails to receive the item. Therefore, it is recommended to confirm the selected delivery time before proceeding to payment.
Wet Market Express order shows it has been received but I did not receive it, what should I do?
If you have not received the Wet Market Express order but found the order status has changed to "Order Completed", you may go to live chat and we will follow up the case for you with delivery staff.
Live Chat Now:
https://shoalterchatbot.hktvmall.com/?dp_action=dp_deeplink&locale=en
Wet Market Express order number: MXXXXXXXXXXXX