Frequently Asked Questions

General Information

 Is the information I submit absolutely secure?

 

Your privacy is carefully protected when you order on our website. Your credit card and personal information will be protected using the most secure encryption technology - Secure Socket Layer (SSL) .

 

 Does HARVEYCLOCK have a physical store? Can I pick up the order in person?

  

We do not have a physical store; only online shopping is offered. Orders can not be picked up in person; all orders are transacted online and shipped by mail.

 

 

 

Shipping Information

Where is my order shipped from?

 

 All orders are shipping from Hong Kong unless specified otherwise.

 

 I didn't receive my package, what do I do now?

Please note that normal transit time for HK orders with standard shipping is 3 to 5 business days. For International orders, it usually takes 7 to 10 business days (could be longer depending on location and custom regulation). Please contact our Customer Service team if your order does not arrive in the timeframe provided.

 

 Is the shipping fee charged based on order or item?

 

Shipping fee is charged based on the shipping options, the total size and weight of your item(s) and your delivery destination. For details of other shipping options, please refer to our Shipping Policy or contact us.

 

 What is the additional charge for special request like Signature requirement, Reroute and Saturday delivery?

 

We are unable to fulfill those requests at this time. We count our Business Day as Monday to Friday. Saturdays and Sundays are not counted as business/working days, no holidays.

 

 Can orders be shipped via FedEx or other shipping methods not offered at checkout?

 

Orders can only be shipped via the shipping methods stated in the Shipping Policy. Other delivery methods are not available at this time.

 

 When will I know if my order has shipped?

 

A shipment confirmation email is sent to you once your order is shipped from our warehouse. we would send the tracking number to you.

 

 When will I receive my package if I place an order today?

 

For HK orders with standard shipping, normal shipping time is 3 to 5 business days. For International orders, it usually takes 7 to 10 business days (could be longer depending on location and custom regulation). Arrival Date depends on the carrier you choose at the time of your order, please visit Shipping Policy for more details.

 

 

Payment Information

 

 Can I mail in payments?

 

 No, we do not accept mailed in payment.

 

 What can I do if my credit card is declined?

  

Please check to make sure the billing address you put in the checkout matches with the credit card used.

 

 What is a Card Verification Number and where do I find it?

  

The Card Verification Number is the last 3 digits located on the back of your credit card.

 

 What type of payment does innovation group  accept?

  

We accept PayPal.

 

Order Status

 

 I want to cancel my order, what should I do?

 

  Please contact our Customer Service team for cancellation request. Please understand that we can only cancel orders that have not been shipped.and we do not guarantee the cancellation request could be fulfilled as the order could have entered the shipping process before we are able to cancel.

 

 I want to change my order information or make some changes to the items I ordered. What should I do?

Please contact our Customer Service team for further assistance.

 

Return Policy

 

 How do I make a return for exchange or refund

We offer a 30-day return period (original purchase price only, shipping and handling is not refundable) .

 

 I found one item missing from my order. What should I do?

Please contact our Customer Service team for further assistance.

 

 My order was cancelled while my credit card had an authorization hold. When will I get a refund?

 

 The period for authorization hold varies with different credit card company. It usually is removed on the credit card within 3 business days. Please check with your credit card company directly for details.

 

 What if I receive a defective or damaged product? Or what if I am just not satisfied with my purchase?

 

We offer a 30-day return period. Please visit "Return Policy" page on our website for details, or contact our Customer Service team for further assistance.