FAQ

Thank you for your enquiry from CATALO!
Following are the general enquiries from customers:

Account and Membership


  • Q :How do I sign up for the CATALO Online Shop membership?
  • A :Customers purchasing any products online via CATALO Online Shop are eligible for the membership and is free of charge.

 

 

  • Q :What is the difference between CATALO Online Shop membership and CATALO Store VIP membership?
  • A :Please kindly note that CATALO Online Shop membership and CATALO Store VIP membership are separate programs which cannot be combined and transferred.

    By creating an account via our online shop, you will be able to enjoy the special shopping privileges and more. Stay tuned with our Online Shop and promotional mail

 

 

  • Q :How can I update the account details and view the purchase history?
  • A :You can view the purchase history at the column of My Order by signing into your account, and update your details by going to My Account and following the links there.

 

 

  • Q : What happens if I forget my CATALO Online Shop account password?
  • A :Don't worry, we can send you an instruction email to reset your password. Just click on 'Forgot your Password' on the login page, enter your email address and click 'submit'


    If you're still having login problems, please kindly contact at order@catalo.com.hk with subject "RESET PASSWORD" by emailing.

 


 


 

Online Payment

 

  • Q :What kind of payment methods are accepted by CATALO Online Shop?
  • A :We accept PayPal for the order, and the account and checkout sections in our store are encrypted for protection of your personal privacy and data.

 

 

  • Q :How can I redeem the coupon code during checkout?
  • A :When you reach the payment page of the checkout, you’ll have the option to enter a promotion or coupon code. Enter your code in the box, click ‘Update Cart’, and the promotion will be added to your shopping bag.   

 

 


 

Merchandise Pre-Ordering

 

  • Q :What is the pre-ordered items on my shopping cart?
  • A :You'll be able to place orders for items before they're available online once they are out of stock. When an item is available to pre-order, we'll show you "pre-ordered item" on the shopping cart.


    If you order anything else with your pre-ordered item, our Customer Service staff will notify you on order shipment. [WS2] For the estimated available date of your pre-ordered item, please email  order@catalo.com.hk.

 


 

Order Confirmation

 

  • Q :How do I know if I've successfully completed my order online?
  • A :After successfully placing an order, you will receive an order confirmation email sent to your registered email with order details.
    If you still cannot receive any order confirmation, please make sure you are entering a correct email address; OR
    Check "Junk Mail" Section; OR
    Contact us at order@catalo.com.hk.

 


 

Shipping Rates

 SHIPPING RATES


*All the Organic Food Productsare not eligible for any free shipping program. Please kindly email for further enquiry.

 

  • Q :Does CATALO Online Shop offer FREE delivery?
  • A :Enjoy FREE LOCAL DELIVERY when you purchase up to HK$300 or more (Healthy Food Supplement items only).

    Enjoy FREE INTERNATIONAL DELIVERY when you purchase up to US$50 or more(Healthy Food Supplement items only).

 


 

International Order

 

  • Q :Does CATALO online shop offer international deliveries?
  • A :Yes, we recommend delivery services for shipping of the products you ordered. Your rights regarding the delivery of the products shall be governed by the terms and conditions of such a forwarder, which will be available for perusal upon request. By choosing the forwarder we recommend, you agree that we will appoint such a forwarder to handle all the aspects of the delivery on your behalf. We will not be responsible for any act or failure to act on the part of such a forwarder. We disclaim any liability whatsoever and you assume all risks and liabilities associated with its use.
    Alternatively, you are free to choose other delivery services or use whichever forwarder for the delivery. In case you wish to use a forwarder which is different from our own suggestion, please contact our Customer Service Representative. The delivery time may take longer and there maybe additional charges if you choose your own forwarder.


    Items eligible to be shipped under the international shipping policy are based on the destination country. If you are in doubt, please familiarize yourself with your country's import restrictions and check with the relevant government authority before placing your order(s). We are not held responsible for any delays, fees, fines, or penalties incurred by your order due to a violation of law.

 


  • Q :Can I change the delivery address once the order has been confirmed?
  • A :You may be able to edit your order details before the shipment of the products are dispatched.

    Once your order is already on its way to you, we are so sorry that we won't be able to stop it.

    Please know that we work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you've made an error in the shipping information on your order. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees, and administration fee involved.

 


  • Q :What happens if my order is stopped by customs?
  • A :Please kindly note that we cannot issue a refund of any kind for orders seized, damaged, or destroyed by your country's Customs unless the order is returned back to our warehouse in undamaged and resalable condition.

    In that event, refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that if the cost to return a rejected package to our warehouse exceeds the value of the order, we'll instruct the courier to destroy the package and we'll be unable to issue a refund of any kind.

 


 

Shipping

 

  • Q :What time does CATALO Online Shop deliver once confirming the order?
  • A :We endeavor to ship within 3 working days upon receipt of a Confirmed Order. However, this is subject to stock availability.

    PLEASE NOTE:
    We will handle the online order within the office hours from Monday to Friday (1000 – 1700)
    We do not deliver on bank holidays. For the delivery time of Christmas and Lunar New Year period, please kindly refer to the postal deadline of SpeedPost.


 

  • Q :How to Track my order?
  • A :After successfully placing an order, we will send the order tracking ID and website to you by email. You can trace and track your order anywhere, anytime.

 


 

Returns and Refunds

 

  • Q :Does CATALO Online Shop offer returns/exchange/refund?
  • A :We try very best packaging all items to reduce the occurrence of damage, occasionally accidents happen during shipment. If your order arrived damaged or defective, we are happy to replace the damaged/defective items in your order under the 7 Days Refund Policy. We are to address this problem immediately. Please email to order@catalo.com.hk right away, and include the following information:
    - Your order number.
    - The details of the damaged/defective product received.
    - Attach electronic images of damaged/defective products upon receipt.
     
    We will respond to your message as quickly as we can. In the meantime, please DO NOT throw away your damaged/defective items.
    We will ask you to send the damaged/defective items back to us (at our expense). Thank you.

 

  • Q :Which products are excluded from the returns and refunds policy by CATALO Online shop?
  • A :   The products products are excluded :
    - Any product returned more than 7 days after receipt date
    - Product has been opened/used
    - Product is not its original condition/damaged/missing part
    - Any free gift/sample not returned
    - Products without official receipt
    - In case of dispute, CATALO’s decision shall be final and conclusive
    - Final sale items are identified as such on their product information pages. When you receive your order, please check to make sure they in good condition (i.e. not damaged or defective) and contact us right away if there is a problem with your shipment.


 

  • Q :How long will it take to get a refund from CATALO Online Shop? What is the refund payment method?
  • A :CATALO Online Shop will process your refund within 10 working days after receiving the returned parcel. The refunds will be credited to your PayPal/credit card account.


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