FAQ
FAQ
Notices & Information
Why haven’t I received the email from TVC-Mall?
Please check your spam folder or inbox. It happens that sometimes our email is mismarked as spam and blocked by users’ email filter system. It is recommended to add our email address to your contact list or address book to avoid missing emails from us.
Why haven't I received the order confirmation email/shipping notification message from TVC Mall?
If you placed an order as a guest instead of registering with us in the first place, you will not receive it as guest checkout does not require that you provide a contact email address.
If you placed an order with a registered account and still didn’t receive our emails, please check your email trash box and spam folder. If still nothing, please contact our sales related to your order.
Shipping & Delivery
How soon will you ship my order after I've made my payment?
Normally in 1-3 working days.
It’s been so many days! Where's my order?
Sorry for the trouble. Delivery can be affected by weather, customs, policy change and others. If you believe you’ve been waiting for too long, please contact us or your sales representative.
Delivery time for different shipping methods:
| Shipping Methods | North America | South America | Europe | Oceania | Russia | Asia | Central Europe | Others |
| China Post | / | 15-45 days | 15-35 days | 15-30 days | 20-45 days | 15-25 days | 15-45 days | 15-50 days |
| EUB | 15-30 days | 15-35 days | 15-30 days | 15-30 days | 15-30 days | 15-25 days | 15-30 days | / |
| PostNL | / | / | / | / | / | / | / | 15-45 days |
| YunExpress | 7-15 days | 7-25 days | 7-20 days | 7-20 days | / | 7-15 days | 7-20 days | / |
| FedEx | 5-8 days | 5-15 days | 5-9 days | 5-12 days | / | 5-9 days | 5-9 days | 8-15 days |
| UPS | 5-12 days | 10-20 days | 5-12 days | 8-12 days | / | 5-12 days | 5-10 days | 6-12 days |
| DHL | 4-11 days | 9-20 days | 4-11 days | 4-12 days | / | 5-11 days | 5-9 days | 5-12 days |
| SEA | 40-60 days | 40-60 days | 40-60 days | 20-40 days | / | 40-60 days | 10-30 days | 40-60 days |
| AIR | / | 15-20 days | 15-20 days | 15-20 days | / | 15-20 days | 15-20 days | 15-20 days |
There are so many shipping methods. Which one is the best for me?
The following is for your reference:
| Areas | DHL | UPS | EMS | Hong Kong Post |
| USA | √ | √ | √ | |
| Canada | √ | √ | √ | |
| Western Europe | √ | √ | √ | |
| Australia | √ | √ | √ | |
| Asia countries | √ | √ | √ | |
| South America | √ | |||
|
Middle East (including Qatar, Israel) |
√ | |||
| Some East European countries | √ | |||
| Brazil | √ | |||
| Argentina | √ |
How do I set my shipping address?
Set your shipping address on the My Profile page. You can add multiple addresses on this page and select the preferred destination each time you place an order
1. Sign in to your account and go to My Profile
2. Click My Address
3. Add/Edit/Delete your addresses
4. Click submit
Why is my order partially shipped?
When some of the items in your order are currently out of stock, we firstly ship the items already in stock to avoid your waiting there. Of course, we usually notify you when this happens.
What if something is lost on delivery?
If you find any missing items, please contact us as soon as possible and provide your order number and product code. Our sales manager will help you figure out what's missing. Then offer solutions to help you solve the problems.
Orders
Must I register to order from you?
It's recommended but you don't have to. TVC Mall supports guest checkout. Registering with TVC Mall, however, allows us to provide you with better support and the whole registering process should take no more than 2 minutes. Register Here
How do I place an order?
1. When you’ve found a product you like, make sure you check product specifications such as size and color. You can also find more detailed information, such as sizing tables, if you scroll down the product detail page.
2. When you’re ready to place your order, you can click “Buy Now” and continue to the checkout, or you can add the product to your cart first and continue shopping.
3. If you want to buy all the items in your cart, simply click “Bulk Buy” to place your order
Note: once the order has been paid, you are unable to change the shipping address. However, you can contact our sales manager to send him/her any updates.
How do I track my orders?
You can track your order in different parts of our website according to its current status.
Pending & In Progress & Paid: You can check its status in the “My orders”.
Shipped: Once your order has been shipped, you will receive an e-mail from us with the tracking code and a link where to track it.
How do I delete an order?
Once an order has been completed, you can follow the below steps to delete it from your order list:
Step 1: Sign in to My Orders and find your order
Step 2: Click the trash cans logo on the order page
Step 3: Click Delete Order to confirm deletion
How do I cancel an order?
Before your order is shipped out, you can follow the below steps to cancel it:
Step 1: Sign in to My Orders and find your order
Step 2: Click “Remove this order”
Note:
1. You can only cancel an order before the seller ships it out.
2. If you have already paid for your order, the cancellation request needs to be approved by the sales manager first.
Can I change order details such as size, shipping, etc.?
If you want to change anything about your order, you can try the following:
1. Ask the sales manager to cancel your order. Once your order has been successfully canceled, you can place a new order.
2. If your order has not been shipped out yet, you can contact the sales manager to change the order details for you.
Why does it show that my order has been canceled after payment is being processed?
If your order has been canceled after payment is being processed, please check the following situations:
1: Rejected by your payment services providers. In this situation, your money might be deducted from your account, please click here to get your money back.
2: Canceled by TVC Mall. Order will be canceled when products are out of stock, we will refund you. Please click here.
What can I do with defective items?
We need pictures or videos to confirm if they are truly defective. After confirmation, you can get a full refund, or ask for sending them again or combining them with the next new order. As compensation, we may give a discount on your next order.
Payments
What payment methods are supported?
PayPal, Credit Card, T/T (Bank Transfer/Wire Transfer). Please send the following payment details via email after payment, so we can confirm it and prepare your order in advance:
PayPal: Unique Transaction ID
T/T (Bank Transfer/ Wire Transfer): T/T copy by photo or by fax
T/T Payment: Beneficiary Account Name: COLPOINT TECHNOLOGY LIMITED
Beneficiary Bank Name: CITIBANK N.A. HONG KONG
Bank code: 006
Branch code: 391
Swift code: CITIHKHXXXX
Bank Address: 3 Garden Road, Central, Hong Kong
Beneficiary Account No.:
USD Account: 1092126028
EUR Account: 1092126044
AUD Account: 1092126052
CAD Account: 1092126095
CHF Account: 1092126087
GBP Account: 1092126079
HKD Account: 1092126001
SGD Account: 1092126109
Do I need to pay an additional bank fee if I pay by T/T (Bank transfer)?
TVC-Mall would not charge you any fee for bank transfer. But banks would charge a bank-to-bank transfer fee.
Say you are paying for an order of $600. The bank will charge $50 for transferring, so it's altogether $650 you will submit. If you submit only $600, then the payment we receive will be only $550. In that case, we would not be able to send your full order.
As far as we know, if you do overseas bank transfers, there are three types of handling costs involved:
1) Your local bank fee;
2) Oversea bank fee (If the money is not transferred from your bank to our bank directly, the customer should be responsible for this inter-bank transfer fee.);
3) Our local bank fee (we can cover $60 HKD for payment over $800 USD for you, otherwise you need to add this fee to us.).
Value-added Service
Can I get a sample for FREE? I will buy more if it's of good quality.
Sorry but we don’t give free samples. You have to pay for them. It's easy on TVC Mall as we don't require any minimum order.
I’m interested in certain products but they are not listed on TVC Mall. Since you are a professional supplier, can you source them for me?
We would love to. Show us the product images as well as the description. It may take some time.
Why "Prohibition on batteries or products with batteries No Battery" for Hong Kong Post?
For safety reasons, Hong Kong Post rejects-all packages that contain batteries. So if your order includes the battery, please choose shipping methods other than Hong Kong Post.
Can I customize items such as designing our own logo, or change them to print the design?
Yes, of course. It applies to most products on the TVC Mall. Please contact us or your sales representative for details.
Currency & Price
What currency is the price in?
You can pay in other currencies besides USD. The currencies we accept are British Pound, Australian Dollar, Canada Dollar, Euro, Swiss Franc, Hong Kong Dollar, India Rupee, Russian Ruble, Brazil Real, Denmark Krone, Sweden Krona, Norway Krone, Mexico Peso and Czech Republic Koruna. You may choose a currency on the top of each page as shown by the picture below:
Can your price be lower?
On TVC Mall, the price is generally lowered with the increase of quantity. So yes, the price can be lower but we need to know your order quantity or purchase plan first.
I have put an order with TVC Mall. Any discount for me?
Buy more and save more, as is the basic rule on TVC Mall. About discounts, please refer to Discounts & Coupons.
Feedback
How do I leave feedback?
You can leave feedback within 90 days of completing an order.
Step 1: Sign in to My Reviews
Step 2: Go to Pending List, choose an order and click Leave Feedback
Note: Only orders and products bought within 6 months can be reviewed. Each order can acquire a max of 300 points.
How do I change feedback?
Once you have submitted your feedback, you won’t be able to revise it. However, you are always welcome to add additional feedback.
Customer Service
Need more help? Here is how to get in touch. Contact us