FAQ
Hi, how can we help?
If you couldn’t find what you need below, email us at [email protected]
Please include your order number (if applicable) so we can help faster.
Online Orders
Can I edit or cancel my order after placing it?
We start preparing orders shortly after they’re placed, so we can’t always make changes or cancel in time.
Contact [email protected] as soon as possible with your order number, and we’ll do our best to assist.
I didn’t get an order confirmation email—what now?
First, check your spam/junk folder. If it’s not there, email [email protected] and we’ll verify whether your order went through.
Do I need an account to check out?
No—guest checkout is available.
Creating an account can help you store shipping details, view past orders, and track shipments more easily.
Which payment methods do you accept?
We accept major credit/debit cards and any other options shown at checkout. Available methods can differ by country/region.
Do you offer promo codes?
From time to time, yes. Please note:
- Generally one code per order unless stated otherwise
- Promo codes can’t be added after checkout
Shipping & Delivery
When will my order ship?
Most orders are prepared within 1–3 business days (excluding weekends/holidays).
Transit time depends on your destination and the shipping option selected at checkout.
How do I track my package?
After your order ships, we’ll send a shipping email with tracking (when available). Tracking may take 24–48 hours to update.
Do you ship internationally?
Yes, we ship to many destinations worldwide. If your country isn’t available at checkout, email [email protected] and we’ll check options.
Will I be charged customs duties or import taxes?
International shipments may incur duties/taxes set by your local authorities. These fees are not included in your order total and are paid by the customer.
My delivery is taking longer than expected—what should I do?
Delays can occur due to carriers, weather, or customs clearance. Send us your order number at [email protected] and we’ll help you review the tracking status.
Tracking shows “Delivered,” but I can’t find my package
Please check:
- Around your entrance/porch/mail area
- With family/roommates/neighbors
- With your building concierge/front desk (if applicable)
If it still can’t be located, contact the carrier first. You can also email [email protected] and we’ll assist where possible.
Returns & Refunds
What’s your return window?
Eligible items can be returned within 30 days of delivery if they are unused, unopened, and in original packaging.
For full terms, please refer to our Return & Refund Policy.
Can I return items that have been opened or used?
For hygiene and safety reasons, we’re unable to accept returns for opened or used items.
What if my item arrives damaged, defective, or not what I ordered?
Email [email protected] within 7 days of delivery with:
- Your order number
- Clear photos of the item
- Photos of the packaging (if relevant)
We’ll review and arrange the next steps as quickly as possible.
When will my refund be issued?
After we receive and approve your return, the refund will be sent back to the original payment method. Please allow 5–10 business days for it to appear, depending on your bank/payment provider.
Home Products & Care (Household / Home Goods)
Are your products safe for everyday home use?
Yes—our products are intended for normal household use when used as directed. Please read the product description and any included instructions before use.
If you have allergies/sensitivities, review the materials listed on the product page before purchasing.
What materials do you use?
Materials vary by item (e.g., fabric, plastic, metal, glass, wood, ceramic). Each product page lists key materials and specifications.
If you want us to confirm a specific item, send the product name/link to [email protected].
Is it normal if there’s a slight smell when opening the package?
Some items (especially fabric, foam, rubber, plastic, or tightly sealed packaging) can have a mild “new product” odor. This typically fades after airing out for 24–72 hours in a ventilated area.
How should I clean and care for the items?
Care depends on the product, but general guidance:
- Wipe with a soft cloth for everyday cleaning
- Avoid harsh cleaners unless the listing says they’re safe
- Keep away from high heat/direct sunlight when applicable
Always follow any instructions on the packaging or product page.
Will the color/size match the photos exactly?
We aim for accurate product images, but:
- Colors can look different due to lighting and screen settings
- Measurements may vary slightly due to manual measuring
If sizing is critical (e.g., fitting a shelf), please double-check the listed dimensions before ordering.
Do you include assembly instructions?
If assembly is required, instructions are usually included in the box or provided on the product listing. If anything is missing, contact [email protected].
Account & Support
How can I reach customer support?
Email: [email protected]
How fast do you reply?
We typically respond within 1–2 business days, depending on volume and business hours.
Contact Information
Adohk
F.T.M.F. Distribution Limited
Room 2211, 22/F, 12 Harcourt Rd, Central, Hong Kong
Email:[email protected]