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?

https://shop372509350.taobao.com/index.htm?spm=a1z10.1-c-s.w5002-23861501033.2.6e875bf1nUVTwF

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.

Can I shop at your office?

Yes, but we only accept online orders. You can choose to 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 / Alipay / FPS / PayMe / Apple Pay / Google Pay. 

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

Not yet.

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 $1100 or less:

1) Add an extra charge of $35 to arrange ZTO Express to deliver the goods to :

• Residential areas
• Commercial and industrial areas

2) Pick up at our office

★For orders above $1100

1) Free Arrange ZTO Express to deliver the goods to :

• Residential areas
• Commercial and industrial areas

2) 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, ZTO Express, 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.

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.

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.