Questions? Answers

A: Quick 3 steps:

1. Visit DrGo Me+ Link Or download DrGo App from App Store or Play Store

2. Login with your email address

3. If you still have any difficulties for activating DrGo membership, please contact DrGo customer service hotline: (852) 2380 2323

A:At present, DrGo Me+ only accept online payment via Visa, MasterCard credit cards

A: We perform deliveries from Monday to Saturday (10am -11am), except Sunday and public holidays.

A: Please click your profile picture or name on the right upper corner after login, then go to “My Account” and select “My Order” and choose which order you would need to check, then click “View Order” to check your order status.

A: We will arrange delivery to the address specified by you and the person who receives the shipment at the address specified by you will need to sign a confirmation of receipt of the shipment upon delivery as evidence of delivery. Delivery of the shipment to the address specified by you shall be deemed due and proper delivery to you. Please note that for delivery of shipment containing product which restricted by law that must be used by person who are over 18 years old, the person receiving the shipment must be at least 18 years old. We reserve the right to ask him / her to sign a declaration or show a proof of age.

A: You cannot change the delivery information for confirmed order. You could contact DrGo customer service to update your delivery information via our service hotline(852) 2380 2323，We will charge HKD 50 for change of delivery information every time.

A:The package was undeliverable and is returned to us. Please contact our customer service for assistance.

A: Don’t worry. You can retrieve your password by going to “Sign In” page and then click “Forgot Password?”. You may contact customer service team for enquiries or assistance. The password is required minimum 8 characters with at least letters and numbers.

A:Please click your profile picture on the right upper corner after login, then go to “My Account” and see which information you would like to change. Click “edit” for updating your profile.

A:Images of Goods on the Platform may not correspond exactly to the product description and are for reference only. You shall not be entitled to return Goods on the basis that it does not correspond exactly to its image on the Platform.

In case of the problem on the product ，please contact customer service at(852) 2380 2323for notice and assistance.

A: In case of damage of purchased goods, you can request return by contacting our customer service representative within 7 days of receipt of shipment.

nce the return request is approved, we shall act in according to different circumstance to refund to you by original payment method.

. In case of damage, please contact customer service at (852) 2380 2323for assistance.

A: No, we do not accept change of mind return. Please also refer to the product detail page to see the terms and conditions related to the return of the specific item.

A:Yes. We may request photos or videos of the product before it is returned.

A: If the damaged item is part of a product/bundle, the whole product/ the entire bundle has to be returned.

A: Just follow these five easy steps：

1. Check if your return is considered a valid return according to DrGo Me+ Return Policy；

2. Contact our Customer Service through our “Contact Us” Page.；

3. Upon receipt of your return request, our customer services representatives will arrange the product returned to us by our or merchants ‘ collection service.；

4. Please insert the Delivery Note in the parcel to be returned to DrGo Me+ and pack the return product(s) securely to avoid damage during transportation.

5. Your parcel will be picked up by our or merchants’ courier.

A: If DrGo Me+ accepts your return request, DrGo Me+ will arrange for the collection of the products from you without any charge to you. However, DrGo Me+ reserves the right to charge you for a HK$100 or such amount as DrGo Me+ sees fit administrative fee if any return request is unfounded or malicious.

A: Yes, the original delivery fee for the returned product will be refunded, provided that the returned product was the only item in the original shipment. If there are more than one item in order, delivery fee for that shipment will not be refunded even though we have accepted your refund request for one of the items in that order.

A: Once your refund request is accepted and the quality of the returned product is evaluated, the refunded amount will be processed in 15-30 working days. The actual date of refunded amount varies based on the business practices of banking services involved.

A: We shall act in according to different circumstance to refund to you by original payment method.

A: Standard delivery to Home or Industrial / Commercial building: HK$80,Shipping fee is not applicable for e-voucher.

HKT Service Center: Please press here to read more details.

* Self pick up at HKT Service Center: We offer pick up services at our HKT Service Center 。This option may be limited by various factors, such as pick up quota from each service center, please refer to the checkout page for actual delivery options.Once the pick-up service location is selected and the order is successfully confirmed, no changes can be made. DrGo Health Store is not responsible for collection failure resulting from erroneous selection.

A: Your delivery fee is charged on per order basis no matter there are how many shipments in your order.

A: Spend with net value of HK$300 or above in one order to enjoy free delivery.

Net value:

．Refers to the total and final billed amount for a single purchase after deducting any value of coupon, gift voucher, rebate and other discount offers

A:Delivery service to Remote Areas only available for Tung Chung, Discovery Bay and Ma Wan.

Merchant Delivery: The delivery details, please refer to the delivery details in Products description page.

A: Deliveries cannot be made to all Outlying Islands, Hong Kong International Airport and Any restricted areas and areas where trucks are prohibited, such as: Lo Wu, Lok Ma Chau restricted area, Mai Po, Man Kam To, Tak Ku Ling, Grass Island, Mui Wo, Po Toi Island, Tai O, Tung Lung Island, Tung Ping Chau, Ping Chau, Lamma Island, Cheung Chau, Pui O. Kwai Chung Container Terminals areas, restricted areas, PO box address, any restricted areas and areas where trucks are prohibited and logistic warehouse, transshipment warehouse, warehouse that require queuing for pick up or delivery and warehouse that requires payment of entrance fee or registration fee are also not included in delivery service.

If the delivery address you provided is from one of the areas that deliveries cannot be made to, and if you cannot assign another address which leads to delivery failure, we reserve the right to cancel your order and charge you extra HK$80 for handling fee.

A: No. Customer cannot amend or cancel the order and change delivery arrangements. We suggest you to re-confirm the order and delivery method before payment.

A:Yes.

A: For Email confirmation, please go to My Order Page, click view order and download the email confirmation letter.

For redemption QR code, you may go to “Coupon Wallet” in DrGo App or please contact DrGo customer service hotline: 2380 2323

A: For Promo code errors and potential fixes, firstly please check if you already sign in DrGo Health Store account, check the promotion code if it is input correctly and check contact our customer service for assistance.

A: Thank you for your interest in DrGo Health Store! Please tell us more about your company, and provide your contact info. Please send to our email address
drgo-marketing@pccw.com, we will inform our merchant support to further assist.

Company Name:

Website:

Type of Product/Service:

Contact Person:

Email:

Tel:

A: Please feel free to contact us via phone：(852) 2380 2323

Service Hour: Sunday to Saturday 8:00am to 8:00pm