FAQ

HONG KONG FOOD MARKET ONLINE ORDERING FAQ

SHIPPING FAQ

Q: Under check-out, I can only see “in-store pick-up” and there’s no shipping options. What does this mean?

A: We only deliver to addresses within Calgary city limits, Chestermere and Airdrie (Wednesday only from 9AM to 12PM). There’s a possibility that we missed an area of Calgary – please send us an e-mail letting us know your general location and we will rectify the issue ASAP. If outside of Calgary, we do not offer a delivery service. Some specific areas, such as Cochrane, Okotoks, High River and Strathmore, please contact us (info@hkfm.ca) for more information as we may offer a specialized delivery service in your area.  As our service grows we will consider adding more areas to our delivery service.

Q: What courier service are you using to deliver?

A: We are using our own delivery drivers for our service. All our delivery drivers will be equipped with insulated thermal bags to ensure the good quality of all the frozen, fresh, and perishable items that are transported.

Q: When will my order be delivered?

A: We plan to fulfill and deliver your order by next-day if the order is submitted by 7PM. We will contact you if there are delays. Deliveries will be delivered anytime between 10AM to 7PM – anytime outside this window will have to be requested. You will be contacted via phone call and/or e-mail in the morning of the delivery date notifying you an estimate time window of delivery.

 If there is a particular delivery date you are requesting, please leave a comment on the “notes section” on the checkout page and we will try to accommodate.

Q: What happens if I am unavailable to accept my delivery?

A: All deliveries will have to accepted at the time of delivery – no exceptions. If no one is home to accept a delivery, we will return the items to our store and refund the invoice amount to the payment source minus the shipping costs. If you prefer to do contactless delivery, please indicate on the checkout page, but someone will still be required to accept the delivery prior to our delivery driver leaving your location.

ONLINE STORE ORDERING/PRODUCTS FAQ

Q:  I cannot find “X” product on your store but I have purchased it from your retail store previously. Where can I buy this item?

A: Unfortunately, you can only purchase that item if we still have it in stock at our retail store. We do not have our entire product list available online yet, but we will be adding several items daily. Please check back often to see if it has been added or contact us at info@hkfm.ca so we can add it for you immediately.

Q: Is it possible that you can order specific products for me?

A: Please send us an e-mail at info@hkfm.ca with your product inquiry.

Q: I would like to purchase some products at a wholesale rate – is it possible to order these products online?

A: We do not have wholesale products available on our online store yet. We will be adding wholesale functionality in the near future – please stay tuned.

Q: I would like to purchase specific quality fresh foods (e.g. ripe mangoes, non-ripe bananas, etc). Is this possible and where do I indicate these requests?

A: As of right now, we will not be taking special requests for any items. Our policy entails collecting the freshest and/or ripest products for our customers that we have available.

Q: What happens if a product that I ordered is not in stock?

A: We will send you an updated invoice (via e-mail) for you to confirm to whether proceed with the order or to cancel it. Due to the limitations of the system, we will not be doing substitutions.

If you require a substitution on your order, we suggest that you confirm the updated invoice and put in a new order for that missing item (select in-store pickup and add your order # in the additional notes area). This will eliminate the need to purchase your entire cart again.

Q: Can I use my in-store discount card online?

A: Unfortunately, you cannot use your in-store discount code online due to system limitations. In light of this, we have implemented a new reward system online to reward all our customers.

PAYMENT FAQ

Q: How does the payment process work with variable (weighted) products?

A:  Upon successfully checking out with your credit card information, the invoice amount is authorized, but not charged to your credit card (your credit card is authorized to charge up to $X dollars, but the amount has not been charged yet. E.G. Payment at a gas pump). We will send you a confirmation e-mail and/or phone call with your updated invoice total (will never exceed your invoice amount) and upon confirmation from you, we will charge your credit card the proper amount. Your credit card statement should show the authorized amount (and its refund), and the updated invoice amount.

Q: Why did my order price change after my order was prepared and why are some items are estimate prices?

A: Due to the nature of products that are sold by weight, we have provided an estimate on those products. Upon fulfilling your order, those items are weighted and adjusted on your invoice. We will send a confirmation e-mail to you on the changes to be confirmed before we process payment and delivery. You will be required to confirm the changes and order on the delivery day by 9 AM.