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Help Center


General Questions

Do you have physical stores?

We are a direct supplier. We also supply and wholesale to other retailers, in addition to the official online store. Please refer to the following link:

https://familoves.hk/pages/store-locator-chi


What product brands do you sell?


The following are our three leading brands:

  • Germ Killer
  • Familoves
  • Mr McKenic

We will continue to look for different kinds of high-quality products to provide to our customers.


What types of product do you mainly sell?

We mainly provide cleaning products that are efficient, fast, convenient, healthy and toxin-free. Our products can serve multiple purposes including: maintain environmental and personal hygiene; protect the health of infants and pets; clean and deodorize, disinfect and sterilize, air purification, long-term mosquito repellent, anti-dust mite, furniture maintenance. In the meantime, they are harmless to individuals and the environment, making consumers healthier and happier.


How do I know if the item I want is available for purchase?

Most of the products displayed in our online store are in stock and will be displayed on the product page. When certain products are temporarily out of stock, you can pre-order them and we will deliver them to you as soon as they are replenished.


Do you have a shop on Taobao?

We are the sole distributor in Hong Kong, Macau and Mainland China, and we have yet to open a store on Taobao.


Why is the name of your online store called Familoves while your company name is Greentech Chemicals Limited?

Familoves is our registered brand trademark in Hong Kong. In addition to being used on our official website, it is also our own brand and providing premium quality products. Greentech is a Hong Kong registered company that provides the retail and bulk ordering services for companies.



Ordering

How do I shop at Familoves?

To place an order online, you can first create an account, then select the products you need to add to your shopping cart. Once completed, please follow the steps to check out and settle the payment.


You may order offline by sending us a message via WhatsApp or SMS to 9348 6254 along with the recipient's last name, mobile phone number, delivery address, product name and quantity. You can also make a deposit to our company's bank account first, and then send us the bank deposit slip and order information via WhatsApp.


Can I shop at your office?

Yes, but we only accept online orders. You can choose to pay and pick up the goods directly at our office.


How can I pay?

After submitting the order on our website, you will be directed to payment page where you can choose to pay by credit card or Paypal. 


If you choose bank transfer, please make a deposit to the following bank accounts: 

HSBC: 411-881758-838 

Bank of China: 012-692-1-021612-8

company account: Greentech or


Pay by cash and pick up the goods at our office.


What is your company's bank account? How can I do bank transfer to you?

We use HSBC and Bank of China. If you choose bank transfer or bank deposit as the payment method, you will see our bank account details on the screen after you place the order. You will also receive an email with our bank account information.


Do you accept Cash on Delivery?

Yes. You can choose to pay and pick up the goods at our office during online check out.


How to change my order information?

You can send an email to our customer service department at info@greentechhongkong.com or Whatsapp us at 93486254 to inform us about the changes.


Delivery

Do you provide free shipping service?

★ Available for orders of $499 or less:

1) Add an extra charge of $35 to arrange SF Express to deliver the goods to the designated EF Locker for pickup

2) Add an extra charge of $50 to arrange SF Express to deliver the goods to:

  • SF Stores
  • 7-ElevenOK
  • Residential areas
  • Commercial and industrial areas

3) Pick up at our office


For orders over $499, you can choose:

1) Arrange SF Express to deliver the goods to the designated EF Locker for pickup free-of-charge

2) Add an extra charge of $50 to arrange SF Express to deliver the goods to:

  • SF Stores
  • 7-ElevenCircle K
  • Residential areas
  • Commercial and industrial areas

3) Pick up at our office


For orders above $1100

1) Arrange SF Express to deliver the goods to the designated SF Stores, EF Locker, 7-Eleven, Circle K for pickup free-of-charge

2) Free home delivery service

3) Pick up at our office


Can I pick up the goods at your office?

Yes. All orders can be picked up at our office, and we also encourage customers to use our free delivery service in Hong Kong (Minimum charge required).


Do you deliver by local courier?

Yes. We provide local courier service in Hong Kong (only one delivery service). Your goods will be delivered to residential/commercial addresses in the most suitable way (excluding post office boxes, hotels and remote areas).


Delivery will be slightly delayed on Saturdays, Sundays and public holidays/ typhoon signal 8 or above, black rainstorms and regional emergencies.


Can I specify the courier company for delivery to Hong Kong address?

No. For all delivery services in Hong Kong, our system will select the most suitable courier company to deliver your goods, including EC-Ship by Hong Kong Post, TA-Q-BIN, SF Express, etc.


Will you deliver to the residential address in Hong Kong?

Yes. We provide local courier service to residential address and business address (one-time delivery service only). The following areas in Hong Kong cannot be delivered.

 Sha Tau Kok   Ta Kwu Ling  Man Kam To       
 Mai Po   Lok Ma Chau Lo Wu    
 Po Toi  Tung Lung Chau  Grass Island    
 Crooked Island (Kat O)   Tung Ping Chau    Shek O  
 Chek Lap Kok  HK Intl Airport  


Can you deliver to remote areas in Hong Kong?

Yes. Products can now be delivered to remote areas in Hong Kong, such as Discovery Bay, Ma Wan, Cheung Chau, Lamma Island and other outlying islands. However, it may require 2 to 3 more days to deliver to these remote areas than the urban areas.


Can you deliver to China?

Yes. We use international express to deliver packages to China. However, certain goods are subjected to shipping and import restrictions which buyers must abide by these rules and regulations. In addition, since the goods are shipped from Hong Kong to China, the transportation cost will be higher than the domestic freight in China, and is likely to take longer delivery time than the domestic freight in China. Our system will calculate the shipping cost during checkout.


Please be reminded that buyers may need to bear the import taxes, duties and other fees levied by the destination country, when international shipments are imported.


Customs, duties and taxes

When you shop at familoves.hk, the buyer is responsible for ensuring that the product can be legally imported into the destination country. The recipient has to be the recorded importer and must comply with all import laws and regulations of the destination country. International shipments sent from Hong Kong may be subjected to import taxes, customs duties and other fees by the destining country. The recipient is responsible for going through the customs procedures and paying the relevant import fees. These import fees are set and levied by the destination country, and we cannot control or predict the amount to be paid.


The customs policies may differ among different countries. Buyers should obtain information on import tariffs from the local customs before shopping. When customs clearance procedures are required, this may also cause delays in delivery.


How can I track my delivery status?

When we are ready to ship, you will receive an email notification of the shipping tracking number and the name of the shipping company. With the shipment tracking number, you can directly contact the courier or track the latest delivery status on its website. If you need any urgent changes, please contact the courier directly. Change or otherwise depends on the delivery company.


When will my package arrive at my home?

Under normal circumstances, the goods should be able to be delivered within 2-3 working days. Different couriers may have different processing times, but it is expected that the goods will be delivered within 7 working days. For destinations outside Hong Kong, please refer to the following.

DestinationsDelivery Days
(business days)
Hong Kong3 - 7 (Free Shipping available)
China10 - 14
Taiwan8 - 11
Macao6 - 8

If I am not home during delivery, will the courier deliver it to me again?

In order to provide efficient shipping services, all deliveries are sent only once. On the day of shipment, we will notify you of the estimated delivery date via email. Please make sure that someone is at the delivery address, and make sure to enter the correct contact number and email address during checkout. For residential addresses, the courier may call you before shipping.


What if my order has not arrived?

When we are ready to ship, you will receive an email notification of the delivery date, tracking number and courier name. Please check your email for the expected delivery date. With the shipment tracking number, you can also directly contact the courier or to track the latest delivery status on its website. If you has not received the shipment by the estimated delivery date, please contact our customer service center via Whatsapp at 93486254. 


Please also note that there is a possible delay in the delivery by 1-2 days, we will try our best to provide delivery services within the delivery date.



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Privacy and security

How secure is your website?

In order to give you a peace of mind for online shopping, our website has obtained SSL certification. SSL is an abbreviation of Secure Sockets Layer, an encryption technology created by Netscape. SSL does not have the problem of eavesdropping. When you browse our website, SSL will encrypt and connect your browser to our my website, reducing data tampering or message forgery.


How do you safeguard my personal data?

To create an account, you need to enter your name, email address, shipping address and phone number. These are necessary details in order to deliver the goods and allow you to receive updated order status information. In accordance with the Personal Data Ordinance of the Hong Kong Special Administrative Region (Chapter 486), your personal information will be protected. Please refer to our privacy policy for details.


Is payment on your website safe?

We use Stripe and PayPal's credit card online payment services. Stripe and PayPal are global companies that customers can rely on. Stripe and PayPal provide protection for buyers and are used in many countries around the world. For more details, please visit  http://www.stripe.com and http://www.paypal.com


Need more help?

What is your company email address?

Our email address is info@greentechhongkong.com. We will do our best to reply to you within 24 hours.


Do you have a Whatsapp number?

Yes. Our company's WhatsApp number is +852-93486254. We will do our best to reply to you within 24 hours. In addition, please note that we will not answer any calls to this WhatsApp number.


If I need to call you, do you have a Hong Kong phone number?

Yes. You can call our Hong Kong office at +852 2624 8882 during office hours.