Orders delivered by HKTVmall (including delivery services, pickup at O2O/Pick-Up Service Partner) may have different status displays compared to orders delivered by the merchant. The steps to check the order status are as follows:
1. Login your HKTVmall account and click "Account"
2. Select "My Orders"
3. Choose the order you would like to check
4. Check the order status in "Delivery Status & Product Details"
- “HKTVmall Delivery Order”
App Version
Web Version
You may also click on Check My Orders to directly access and check the order record.
- “Merchant Delivery Order”
If your items are delivered directly by the merchant, after placing an order, the merchant typically confirms your order within 3 days and then arranges for delivery to your delivery address.
If you want to check the estimated delivery time for the merchant's delivery, you can log into your HKTVmall account and view the delivery status in the "Order History" under "Delivery Progress and Product Details".
(Note: The actual delivery time may vary for each merchant and will be calculated based on the selected items in your order and the merchant's shipping time.)
Meanwhile, you can also find the merchant's contact information within the "Delivery Progress and Product Details" section. Since the items are directly delivered by the merchant and we may not have direct involvement, if your order encounters any of the following situations, you can directly contact the merchant to arrange and follow up:
- The merchant has not confirmed your order within 3 days from the date of purchase.
- You need to change the delivery address, delivery date/time, recipient, contact phone number, etc. after placing the order.
- You have inquiries regarding other delivery-related issues.
- The order has exceeded the original delivery date, but you have not received the items or received any follow-up from the merchant.
- You have received the items and discovered problems, requiring a return/exchange or replacement.
Additionally, if your order encounters any of the following situations, you can click the link below to contact us for assistance in follow-up:
- Unable to successfully contact the merchant through the provided contact methods within the "Order History" section.
- The order status shows as "Delivery Completed" but you have not received the item(s).
- The merchant did not specify any additional delivery fees in the product description but charged extra fees during delivery.
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