Can I change my personal information?
You can change your personal information at any time in the "
Profile".
Can I change the password?
You can change your account password at any time in the "
Profile".
Can I change my registered email?
You can change your registered email at any time in the "
Profile". However, please check that you have filled in all the details correctly otherwise it could affect delivery, or you won’t receive notifications.
Why can’t I log in even though I have reset my password?
Generally speaking, if the account has not been logged in for more than 3 years or the system detects some abnormality, the account will be frozen temporarily. If you are unable to log in after resetting your password, please fill out the
Service Support Form and our customer service specialist will follow up with you as soon as possible.
What if I want to cancel my account?
Our customer service specialist can help you cancel your account. All personal information, order records, membership points, promotion codes etc. will be deleted and cancelled and will not be reissued or refunded. If you decide to cancel your account, complete the
Service Support Form below and our customer service specialist will follow up with you as soon as possible.
How can I enjoy the welcome offer?
The welcome offer will be credited to your "
Account".
Will my points expire?
Your points will never expire unless you delete your account.
When will I receive points after my purchase?
Points will be credited to your account within 10 working days after you receive your order.
What if my points are not credited after I receive my order?
If you still haven’t received your points within 10 working days after you receive your orders, complete the "
Service Support Form" and our customer service specialist will follow up with you as soon as possible.
Where can I check how many points I have?
Go to "
Rewards" to view details of your points.
How to use member points?
You can go to "
Rewards" and choose the reward you would like to redeem, then you will get a unique coupon code to apply at checkout.
What if I forget to apply the coupon code during payment?
The promotion code for ElecBoy members must be used at the time of payment and will not be accepted after payment.
Is ElecBoy selling authorized products?
99% of ElecBoy’s products are Hong Kong authorized product. We will state the warranty period and range clearly. You can know more about the warranty information in “Specification & Warranty” in product page.
Why authorized products can be sold in such attractive price?
ElecBoy is an online shop without huge burden of rent. We decide to share the money we have saved to “share”with our customers, so we offer our products in good value of money.
How to check product warranty information?
You can know more about the warranty information in “Specification & Warranty” in product page.
How to check product function?
You can know more about the product information in “Specification & Warranty” or “Description” in product page.
Is the product in stock?
3 types of inventory status will be shown in product page:
“In stock”: Stock is available in warehouse. Earliest delivery date can be next day.
“Pre-order”: We will order the product from supplier after receiving your order. Earliest delivery date will be 14 days after you have placed your order.
“Out of Stock”: No stock in warehouse. We will replenish after we receive stock from supplier.
What if I have a problem with the product after receiving it?
If the quality of the product does not meet the manufacture’s standards within 10 days after receiving it, ElecBoy guarantees to arrange an exchange. If you want to submit return of refund request, please complete the
Service Support Form and our customer service specialist will follow up with you as soon as possible.
Can I place an order as a visitor?
You need to become a member to complete the payment process.
What if I have not received an order email after purchase?
We will send out your order email usually within 1 hour after the order is placed. Check if it has gone to the spam section of your email. If you still can’t find the email or if you can’t find the details in the order record, fill in the
Service Support Form and our customer service specialist will follow up for you as soon as possible.
Is it possible to cancel or change a product after an order has been placed?
Order cannot be cancelled or changed once it is made.
Can I change the delivery/self-pickup date?
You can fill out the
service support form 2 working days before delivery and our customer service specialist will follow up with you as soon as possible. The self-pickup time cannot be changed after the order is placed.
What if there is product issue after I receive the goods?
For product-related issues, fill in the
Service Support Form and our customer service specialist will follow up with you as soon as possible.
What if I lose the receipt?
If you lose the original receipt, you can download an electronic version for you at any time under "
Order History".
Can I pay in instalments?
ElecBoy does not provide payment by instalments but we will pay close attention to the latest market conditions and introduce more ways to make payments easier for everyone, so stay tuned.
What does “transaction failed” mean?
This may be that the credit card is invalid or the system is currently undergoing maintenance. Try to log in at another time and place to make your order again. If the problem persists, fill in the
Service Support Form and our customer service specialist will follow up for you as soon as possible.
Why did I not receive a credit card verification code?
Please contact your card issuer directly for enquiries regarding credit card verification.
What if more money has been deducted from my credit card than I approved?
We are sorry if this has happens. Please fill out the
Service Support Form and our customer service specialist will make the necessary refund arrangements with you as soon as possible.
How will I know if I have made a successful transaction?
After you have completed a transaction, you will receive an order email with a list of the products you have purchased, the payment method, delivery details etc. for your records.
What if I forget to use my promotion code during payment?
The promotion code for ElecBoy members must be used at the time of payment and will not be accepted after payment.
Where are the undeliverable delivery areas?
Delivery service is not available at non-permanent address, frontier closed areas, Ma Wan, Discovery Bay, warehouse and premises which are not accessible by elevator or staircase and need to be delivered through balcony. Delivery service is also not available for below outlaying islands: Lamma Island, Peng Chau, Cheung Chau, Mui Wo, Pui O, Changsha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery and Tai O, any areas where trucks are prohibited from entering.
Will there be any additional charges besides delivery fees?
Under normal circumstances, there won’t be any additional charges, but, for example, if the delivery address does not have a lift to reach the destination directly, ElecBoy will charge $30 per floor. For details of additional delivery charges,
click here for details.
Will my goods be delivered within a few days after I place my order?
Under normal circumstances, in-stock product can choose next day delivery (except for Sunday & Public Holiday), daily order cut off time will be 9pm. Delivery quotas are on first-come-first-serve basis, please refer to checkout page for available delivery date.
What delivery date are available to choose?
You can choose from Mon to Sat (except for Public Holiday).
What if I have given the wrong address or phone number after placing an order?
You can fill out the
Service Support Form in 2 working days before delivery and our customer service specialist will follow up with you as soon as possible.
Can I change the delivery date?
You can fill out the
Service Support Form in 2 working days before delivery and our customer service specialist will follow up with you as soon as possible.
Can the order be changed from delivery to self-pickup service?
No, it cannot be changed to self-pickup service.
When can I receive the order confirmation email?
The order confirmation email will be sent in the morning of the delivery day, and you can receive the order according to the scheduled timeslots in the email.
Will someone notify me before delivery?
Our delivery team will call you an hour before delivery to remind you to receive the order.
Can someone receive the order for me?
Yes, you can authorise a person to sign for the delivery on your behalf.
If no one receives the order, can I have them left at the building management office or reception desk?
Yes, please let our delivery team know when you receive a reminder from them to receive your goods, that they have your consent to leave the goods there for you to collect later. Please note that you must bear all risks and ElecBoy is not responsible for risks arising from the above-mentioned delivery arrangement including loss of shipment.
Can I have the goods left at a designated place?
Yes, please let our delivery team know when you receive a reminder from them to receive your goods, that they have your consent to leave the goods at a designated place (e.g. apartment front door, building lobby).
If you do not receive the goods within 3 minutes, we will return the goods and reschedule another delivery date for you as soon as possible.
What if I am suddenly unable to receive the order?
You can contact our customer service specialist via
WhatsApp (only delivery-related support is provided) and we will follow up with you as soon as possible and reschedule another delivery time.
What if there is no delivery at the assigned time?
We are sorry if this happens. Please fill out the
Service Support Form and our customer service specialist follow up as soon as possible.
Why I cannot select Self-pickup?
Some products may not be available for self-pickup service due to the size issue. You can see which products offer self-pickup service on the product page. On the other hand, your shopping cart may have other products that cannot use the self-pickup service and therefore you may have to choose delivery service for the entire order or divide your order. If above situation occurs, our customer service specialist will contact you to change the delivery method.
How do I select Self-pickup when placing an order?
You can select "Self-pickup Service" on the checkout page and select the pickup point you want.
The product I have selected offers Self-pickup. Why am I unable to select this option during checkout?
Your shopping cart may have other products that cannot use the self-pickup service and therefore you may have to choose delivery service for the entire order.
Why can’t I choose a pickup time?
The system will arrange a pickup for you as soon as possible according to the pickup point you have selected. You will receive an SMS when your goods arrive there.
When can I receive the order confirmation email?
The order confirmation email will be sent in the morning of the day the order is shipped, and can be picked up within 3-5 working days.
When can I collect my order?
Under normal circumstances, you can pick up the order from the pickup point you selected within 3-5 days after placing the order.
Why didn’t I get an SMS?
The system will arrange a pickup for you as soon as possible according to the pickup point you have selected. You will receive an SMS when your goods arrive there.
What if I have given the wrong phone number or other details after placing an order?
You can fill out the
Service Support Form and our customer service specialist follow up for your depending on the situation.
Can I transfer my shipment to another pickup point?
No. After the transaction is made, you cannot transfer to another pickup point.
Can I revise the order from self-pickup service to delivery service?
No. After the transaction is made, you cannot change to delivery service.
Can I collect from the pickup point any time within 24 hours night or day?
You can view the operation hour when you select the pickup point at checkout.
How long is the pickup period?
You can pick up your item within 48 hours after receiving the SMS. Please pick up within the specified time otherwise you may have to pay for late fees.
Can someone else pick up the package for me?
Yes, you can share the self-pickup SMS with the person you authorise to pick up the order and follow the instructions in the SMS to complete the pickup.
What if I can’t collect the goods during the pickup period?
You can fill out the
Service Support Form and our customer service specialist follow up for your depending on the situation.
Why I cannot select self-pickup service?
Some products may not be available for self-pickup service due to the size issue. You can see which products offer self-pickup service on the product page. On the other hand, your shopping cart may have other products that cannot use the self-pickup service and therefore you may have to choose delivery service for the entire order or divide your order. If above situation occurs, our customer service specialist will contact you to change the delivery method.
When can I receive the order confirmation email?
You can select "Self-pickup Service" on the checkout page and select the pickup point you want.
The product I have selected offers a self-pickup service. Why am I unable to select this option during checkout?
Your shopping cart may have other products that cannot use the self-pickup service and therefore you may have to choose delivery service for the entire order.
Why can’t I choose a pickup time?
The system will arrange a pickup for you as soon as possible according to the pickup point you have selected. You will receive an SMS when your goods arrive there.
What if there is no delivery at the assigned time?
We are sorry if this happens. Please fill out the
Service Support Form and our customer service specialist follow up as soon as possible.
Why can’t I see a tracking number?
You will receive an order tracking number when your order is confirmed and being shipped.
When can I receive the order confirmation email?
If it is confirmed that the product quality does not meet product standards, ElecBoy guarantees to arrange an exchange except for specified products (such as APPLE/BEATS/Daqiang etc) where you need to arrange an exchange with the supplier yourself. Non-returnable products will be listed on the product page.
I haven’t received my goods yet, but the tracking number has disappeared?
If you have not picked up the goods within the original delivery time/self-pickup time, our customer service specialist or logistics partner Zeek will reschedule the order and you will receive a new tracking number, but you may need to pay for late fees.
What if I can’t collect the goods during the pickup period?
You can contact our logistics partner Zeek directly to arrange another self-pickup time (Tel: 2121 2211) but you may have to pay for late fees. However, you can also fill out the
Service Support Form and our customer service specialist follow up for your depending on the situation.
What if there is no delivery at the assigned time?
We are sorry if this happens. Please fill out the
Service Support Form and our customer service specialist follow up as soon as possible.
Under what situations will I get a refund?
Under normal circumstances, if there is a problem with the product, we will arrange a replacement for you first, but if the product is sold out or there are no other alternative models, we will arrange a refund for you.
How long does the return process take?
We will contact you within two working days to follow up on product issues and arrange for our delivery team to pick up your model as soon as possible and deliver a new one.
How long does the refund process take?
It takes around 2-4 weeks. You can also choose a refund to your account in the form of points so that you can buy other products from ElecBoy.
