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FAQ

SMART FAQ

Please read through our SMART answers to Frequently Asked Questions about sms-onlineshop.com:

Ordering:

Ordering can be done online (thru the website) or thru SMS Hotline.

1. How do I order online (thru the website)? 

To order online simply go to our website wwww.sms-onlineshop.com, and add the items to your cart. Browse and choose through our different categories/ offers. Click checkout when you’re done shopping. Then choose your preferred method of payment, and SMART Pick-up schedule, and fill-up the necessary information on the checkout page.  For those who choose TNG payment or Bank Transfer/ Deposit as their method of payment, you would be given instructions to complete the purchase. Please follow the instructions and take note of the deadline for TNG payment or Bank Transfer/ Deposit to avoid cancellation of order. If you wish to extend your deadline, please get in touch with us (email or SMS Hotline).

2. I’m not very comfortable providing personal information? Would my information be safe? 

You can rest assured that information provided to us will only be used within SMS onlineshop. We can ensure that your information will be safely stored in database of SMS onlineshop, and will be protected from being leaked and misused during payments.

3. How do I know if my TNG payment or Bank Transfer/ Deposit was successful? 

You should receive an Order Acknowledgement email letting you know that your payment went through.  If you do not receive such email, please check your SPAM folder as well, just in case. If still no email in your SPAM mail, do not hesitate to get in touch with us.

4. Can I still change my order after checkout? 

Once you proceed with Checkout, orders cannot be changed anymore. We want to avoid delays, mistakes, or confusions in dispatch of orders. So, please, check and double check your orders before clicking that final Checkout tab.

5. My internet connection is not stable, can I just call and place my orders? 

Yes, you can call the SMS Hotline and we will help you process your order. But this might take around 15 minutes (depends on number of items you will order), and we would need to get from you necessary information to process your order.

6. What is your ordering cut-off? 

For Central SMART Pick-up: As we have a weekly (every Sunday) delivery schedule, our order cut-off time is every Saturday of the delivery week at 12:00 noon. Example.: 

Order time

SMART Pick-up

Note

January 22, 2018

January 28, 2018

Same delivery for orders made anytime of 22/1/2018

January 27, 2018 @ 11:59am

January 28, 2018

Same delivery for orders made until 12:00 noon of 22/1/2018

January 27, 2018 @ 12:01pm

February 4, 2018

Next Sunday schedule delivery as after cut-off time already. 

January 27, 2018 (whole day; *Public holiday)

February 4, 2018

For all orders made 27/1/2018.

 

January 28, 2018 (*T8 hoisted)

SMART Pick-up rescheduled to February 4, 2018. 

In case of Saturday public holiday, orders made during the public holiday Saturday shall be available for SMART Pick-up Sunday of the following week.

In case Typhoon 8 or Black Rainstorm signal has been hoisted during SMART Pick-up day, SMART Pick-up for that day shall be cancelled and rescheduled for the next SMART Pick-up.

*For illustration purpose only. 

For North Point SMART Pick-up: We deliver orders for SMART Pick-up in SMS Shop every Tuesday and Saturday. Our order cut-off time is every 12:00 noon of day before delivery day to SMS Shop. You can SMART Pick-up your items within 2-3 days from chosen delivery date (see table below for exact schedule). After which, unpicked-up order shall be sent back to warehouse, and will be cancelled unless customer notifies BEFORE pull-out from SMS Shop that he/she will still pick-up from the warehouse. We will only give customer one more week to pick-up order. Order shall be cancelled in case of failure to pick-up again from the warehouse.

Example:

Delivery to SMS Shop

Tuesday

Saturday

Inclusive orders

Friday @ 12:01pm - Monday @ 12nn

Monday @ 12:01pm- Friday @ 12nn

Availability for SMART pick-up in SMS Shop

Until Saturday @ 11:30am

Until Tuesday @ 11:30am

Availability for pick-up in warehouse in case customer notifies desire to still pick-up from warehouse

Until the following Friday from pull-out

Until the following Monday from pull-out

In case Public Holiday falls on delivery day, orders shall be delivered to SMS Shop on the next delivery day.

In case Public Holiday falls on a cut-off day, orders made during cut-off day shall be delivered to SMS Shop on the next delivery day.

In case Typhoon 8 or Black Rainstorm signal has been hoisted during SMART Pick-up day, SMART Pick-up for that day shall be cancelled and rescheduled for the next SMART Pick-up.

Shipping

1. What is SMART Pick-up Service? 

We offer SMART Pick-up service for orders worth at least $ 350.00. SMART Pick-up means that we will arrange for your online orders to be collected by you in convenient places that are near the usual places where you pack your door-to-door items or meet-up with friends/relatives during Saturdays/Sundays.

2. Where can we SMART Pick-up our orders? 

Right now, we have two SMART Pick-up collection points: Central and North Point.  Central (Sundays only; 10 am- 1:00pm): outside entrance of 8 Connaught Rd., Central (photo) 

North Point (Tuesday- Sunday; 9:00am-5:30pm): SMS Shop #83 G/F Blocks 7-14, City garden, No. 233 Electric Road, North point, HK (photo)

3. What if my order is less than $ 350.00, can I still avail of the SMART Pick-up Service? 

For orders worth less than $ 350.00, we shall charge $20.00 per order. But we highly encourage you to purchase a little more to reach the minimum or even combine order with friends to fully enjoy savings from SMS.

4. Can I shop or SMART Pick-up from your showroom? Do you have minimum for this? 

Yes, you are welcome to shop and SMART Pick-up your orders in our showroom in Yau Tong during these times: Mon-Fri: 10:00 am- 5:00pm Sat: 10:00 am- 12:00nn Sun: 1:00pm – 4:00pm  There is no minimum requirement for SMART Pick-up in showroom ONLY.

Payment

1. What are the available methods of payment? 

You can pay thru TNG, Bank Deposit/Transfer, or Cash on Delivery (COD) for loyal customers.

2. Is my personal information safe? 

You can rest assured that information provided to us will only be used within SMS onlineshop. We can ensure that your information will be safely stored in database of SMS onlineshop, and will be protected from being leaked and misused during payments.

3. How do I pay through Bank Transfer/ Deposit? 

Select the Bank Deposit/ Transfer option during Checkout. You will receive an email with instructions from sos@sms-onlineshop.com within the day. This email contains details of your purchase and all the details you need to complete your transaction.  After completing bank deposit / transfer, you can either reply to email from sos@sms-onlineshop.com with a clear photo/ screenshot of your deposit slip, or send a Whatsapp message with photo/ screenshot of bank deposit/ transfer slip before the specified deadline. After which, order shall be prepared and scheduled for SMART Pick-up/ delivery.

4. Do you accept Cash on Delivery (COD) payment? 

Cash on Delivery (COD) payment option is also available to loyal SMART Buyers. Loyal SMART Buyers are customers with at least one successful transaction with SMS onlineshop. Loyal SMART Buyers entitled to COD payments are granted an upper limit of $2,500.00. SMS will get in touch with SMART Buyer who chose COD payment to confirm order before SMART Pick-up. If SMS fails to get in touch with SMART Buyer, order shall automatically be cancelled. Please give exact change.

My SMS Online Shop  Account

1. How do I create a sms-onlineshop account? 

Go to Accounts. Choose Register then fill-in the necessary details. Wait for our Account Confirmation email to Confirm then Log In your account. You can use your SmartPhone, Desktop, or Tablet.

2. Can I change/update my account information? 

Yes, you can! Just go to your “Account Dashboard” and change/update as necessary. We really appreciate it if you can update your records to communicate better with you.

3. Can I change my password? 

Yes, you can! In your “Account Dashboard”, click “Change Password”  Fill-up the “Edit Account Information” page to set new password.

4. Oh no, I can’t remember my password! 

Don’t worry. You can retrieve your password. Just click “Forgot Your Password?” after trying to log-in using your email address.  Click “Submit”. You will then receive a link in your email on how to reset your password.

Promotion

1. Do you have promotions? 

We will try to make this site SMART and exciting for our buyers especially our loyal SMART buyers. We will have regular Gift-with-purchase for lucky and loyal SMART buyers. That’s just our simple way of showing our appreciation for your patronage.