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Q&A
  • HOW DO I SEARCH FOR A PRODUCT?

The most relaxing way to shop with us is to browse through the categories on the left side of the web-page, then refine your search according to color, size, price, until you find exactly what you are looking for.

Once you have found what you want, click 'Buy Now' or 'Add to Cart', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.

  • DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?

Yes.

Setting up an account will allow you to order without having to fill-in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and (our favorite bit) exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set up your account when you check out, whichever suits you best.  Just follow the easy steps on screen and remember to have your payment and address details on hand.

  • WHAT CURRENCIES CAN I USE?

You can pay using any of the currencies below, and just to make shopping really easy.

If you choose your preferred currency from the list in the top right corner of the page, all of our prices will be displayed in that currency.

HK Dollar (HKD)

US Dollar (USD)

Euro (EUR)

  • CAN I AMEND OR CANCEL MY ORDER?

Unfortunately we are unable to amend an order once it has been submitted; this includes changing the size/color of an item, removing an item, changing the delivery address or any payment methods.

In all cases, the goods must be in their original condition and will be inspected on their return.

If we do not receive the cancelled items back, we may arrange to have them collected at your cost. If you want to cancel your contract with us, please contact our Customer Service at orders@htmgsa.com who will be happy to help you.

  • HAS MY ORDER BEEN SHIPPED OUT YET?

Your item(s) should be delivered within the timescale we advertise. If your order is trackable you can check its progress by logging into your account.

Each order may be shipped only to a single destination address specified at the time of payment. To ship products to different addresses, you will need to place multiple orders.

We make our best efforts to ship each item in your order within 2-3 working days of the order. In the unlikely event that we are not able to ship your order completely within 7 days of the order, we shall cancel the remaining unshipped part of the order, and your payment against the unshipped part of the order shall be refunded.

To ensure that your order reaches you in the fastest time and in good condition, we only ship through reputed courier agencies.  While we shall strive to ship all items in your order together, this may not always be possible due to product availability.

  • I HAVE RECEIVED A FAULTY ITEM

If you believe that the product is not in good condition, or the packaging is tampered with or damaged, before accepting delivery of the goods, please refuse to take acceptance of the package and log on to www.htmgsa.com mentioning your order reference number or by contacting our Customer Service.  Please include as many details as possible about the order and the problem with the goods and we shall make our best efforts to get an alternative sorted out for you.

  • I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER

If you have received an incorrect item in your order, let us know straight away by contacting our Customer Service.  We will try and sort it out for you within the hour.

     ﹡Please note all item (including gifts) will be shipped with an invoice mentioning the price.

  • AN ITEM IS MISSING FROM MY ORDER

    Sometimes we do not send everything you have ordered at the same time as it might be temporarily out-of-stock.  If your order has been sent separately then the delivery note will only state which items should be in that part of your order. Please check the delivery notes from each part of your order to make sure you are not missing anything.

  • DO YOU DELIVER TO WORK ADDRESSES?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

  • DO YOU DELIVER TO POST OFFICE?

Currently we do not offer a delivery service to Post Office addresses.

  • OUR RETURNS POLICY

You can return any item within 10 days of receipt for a refund of that item or to exchange it for a different color at same value.  We can refund the monetary value of the goods returned to us, at the price you purchased them. (This excludes all sale items).

In all cases, the items returned must be in their original condition, which includes tags and any packaging. For example, Power Spring 4 (red) is to be returned along with the original box. All goods will be inspected on return.

The goods are your responsibility until they reach our office. Please ensure you pack your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.

Returns are free for Hong Kong customers. Enclosed with your goods the copy of the order and receipt. Our returns address is:

HTM GSA LTD.

16/Fl., A T Tower

180 Electric Road

North Point, Hong Kong

  • HOW DO I RETURN AN ITEM?

As an online business, we aim to provide a returns service that is totally hassle-free for you.

From receipt, you have 10 days to decide if you want to return any item (this excludes all sale items) within your order. 

Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. 

It can take up to 7 days for us to receive your return, depending on which postal service you use.  Once we receive them, we will inspect the goods and process the request within 72 hours to ensure you receive what you want as quickly as possible.

Any refund will automatically be issued to the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email.

In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item received in unsuitable condition will be retained for 28 days for your collection.

  • I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

We are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Service at orders@htmgsa.com as soon as possible.

  • HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your return has been processed by our office, we will email you to let you know.

In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Service at orders@htmgsa.com.

If you have returned your parcel using a service that can be tracked, please give us the reference number when you contact us.

  • I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED

We are really sorry if we made a mistake when processing your request!

If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead.

If you were expecting a refund and we sent you replacement goods, please get in touch with our Customer Service at orders@htmgsa.com.

  • I AM HAVING GENERAL PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE

If you are having any technical problem, we recommend you make sure you have the latest updates and patches for your operating system. If you are still having problems, get in touch with our Customer Service at orders@htmgsa.com, who will be able to help you. To help us solve the issue for you, please include as many of the following details as possible:

  • Your Operating System (e.g. Windows Vista, Mac OS X)
  • Internet Browser (Internet Explorer 7, Firefox, Safari)
  • What URL you were trying to access (e.g. http://www.htmgsa.com)?
  • What time the problem occurred?
  • Please cut and paste into the email any error message that appeared on the screen

 

  • I AM HAVING TROUBLE WITH MY SHOPPING CART

Any item you add to your shopping cart will be kept for your reference only and will be subject to availability. 

If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

  • I CAN'T SIGN INTO MY ACCOUNT

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognized, please make sure you are using the same email address and password that you used when you registered with us.

If you cannot remember your password, click 'Forgotten Password' box on the sign-in page, and we will remind you what your password is.

You can change your password any time by signing in to My Account.

  • I STILL CANNOT SIGN INTO MY ACCOUNT

Should you still be having problems logging into your account, then you may need to delete your cookies. Please note that if you have items in your cart for later section, please make a note of the product name/code as deleting your cookies could clear this history.

  • I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK

Some of our most popular products will run out of stock very quickly so you do need to be quick and get it before someone else does.

  • I AM NOT RECEIVING ANY EMAILS FROM YOU

There may be a number of reasons you are not receiving emails from us. We recommend you to check your Spam filter settings and look through your Junk folder, in case our emails are going in there. If this is not the case, then we may have the incorrect email address registered for you. Please check your account details to ensure your email address is spelt correctly and it is your valid email address.