Frequently Asked Questions (FAQs)
General Frequently Asked Questions (FAQs)
🤚 What payment do you accept? 你們接受甚麽付款方式？
We accept the following major credit card payment: Visa, American Express, MasterCard, FPS (FPS: 55880021) and PayPal. If you are located in Hong Kong, there are two more payment methods available. You can pay by PayMe from HSBC Hong Kong or by bank deposit in any branch of HSBC Hong Kong. Please note that currently we only accept HKD for PayMe, FPS and HSBC bank deposit payment. Please contact us via email if you wish to pay via these three methods.
我們接受以下主要信用卡付款：Visa、American Express、MasterCard、FPS（FPS：55880021）和 PayPal。如果您位於香港地區，還有兩種付款方式可供選擇：您可以在香港匯豐銀行使用 PayMe 付款，或在香港匯豐銀行任何分行進行銀行存款。請注意，現時我們只接受港幣支付PayMe、轉數快及匯豐銀行存款。如果您希望通過這三種方式付款，請通過電子郵件與我們聯繫。
🤚 Where do you deliver to? 你們提供那個地區的寄送服務？
We offer worldwide delivery for all the products on iMartCity. Order are normally dispatched within 3 to 7 business days. If restocking is required, we will arrange your delivery as soon as products are back to stock.
我們為 iMartCity 上的所有產品提供全球送貨服務。訂單通常在 3 到 7 個工作日內發貨。如果需要補貨，我們會在產品恢復庫存後儘快安排您的發貨。
🤚 How do I track my orders? 我能怎樣追蹤訂單？
After the order is processed, an email with courier name and tracking number will be sent to you. You may track your shipment via courier's website anytime. Please be noted that we DO NOT offer cash on delivery.
🤚 Can I cancel my orders? 我能取消訂單嗎？
All orders are automatically processed and sent for shipment as soon as they are placed. If order cancellation request is received within 24 hours of order placement and the order has not been shipped yet, 10% of your cancelled amount will be charged as cancellation fee.
Once shipping arrangement is arranged, it cannot be cancelled. Under the circumstances where order cancellation might be considered after order is shipped, cancelled items need to be returned to our facility before refund is issued. Please note that customers are responsible for all fees involved for returning items. In addition, 40% of your cancelled amount will be charged as restocking fee. Please refer to our Terms and Conditions page.
If you want to add more items to an processed order, we suggest you to simply make an new order on our website. Otherwise, if you want to reduce the product quantity after your order is placed, it will be considered as Partial Cancellation referring to our Terms and Conditions. Partial Cancellation might be considered only before the order is shipped. Please noted that 10% of your cancelled amount will be charged as a cancellation fee.
所有訂單都會自動處理並在下單後立即發送。如果在下訂單後 24 小時內收到訂單取消請求而且訂單尚未發貨，則將收取取消訂單金額的 10% 作為取消費用。
一旦安排了運輸安排，就不能取消。在訂單發貨後可能會考慮取消訂單的情況下，取消的商品需要在退款前退回到我們的設施。請注意，客戶需承擔退貨所涉及的所有費用。此外，將收取您取消訂單金額的 40% 作為補貨費。請參閱我們的條款和條件頁面。
如果您想在已處理的訂單中添加更多商品，我們建議您只需在我們的網站上創建新訂單即可。但是，如果您在下訂單後想減少產品數量，將被視為參考我們的條款和條件的部分取消。部分取消可能僅在訂單發貨前考慮。請注意，您將被收取取消金額的 10% 作為取消費用。
🤚 Do I need to set up an account to shop? 我需要於購物前於網站申請帳戶嗎？
It is optional to register an Account. Once you login, your customer's details will be stored and filled in automatically when you checkout on your next visit.
🤚 Is the delivery service provided on Sunday and public holidays? 你們在星期天和公衆假期會提供送貨服務嗎？
Unfortunately, courier does not provide delivery service on Sunday and public holidays. Please allow extra time for delivery especially during peak season.
🤚 Will the delivery date be affected by extreme weather? 請問到貨日期會受到極端天氣影響嗎？
In the event of extreme weather, all delivery services might be stopped. Please expect a possible delay in such circumstance. For more shipping details, you can directly contact the shipping companies or our customer services via info@iMartCity.com or +1-833-501-3933.
🤚 How do I exchange my product if it is faulty? 如果我訂購的產品有問題，我該如何更換？
We do our best to ensure that the products we deliver to you are of a high quality. If you've received a product with a defect or fault,please refer to our Return & Refund Policy. Where a replacement product is not available, your account will be credited.If the products are defective BEFORE using, for example, damage during transportation process, return or refund option may still be available. Please contact us via info@iMartCity.com.我們盡最大努力確保我們交付給您的產品具有高品質。如果您收到的產品有缺陷或故障，請參閱我們的退貨和退款政策。如果沒有替代產品，我們將會退款到您的帳戶。如果產品在使用前有缺陷，例如在運輸過程中損壞，退貨或退款選項仍然可用。請通過 info@iMartCity.com 聯繫我們。
🤚 What are the requirements of the Internet when using the TV Box? 當使用電視盒子時對於上網的設備有什麼要求？
To achieve the best viewing experiences, it is recommended to use at least 10M broadband.
為獲得最佳觀看體驗，建議使用至少 10M 的寬頻上網服務。
🤚 If the Apps show '404' / 'No Internet', how can I solve it? 如果應用程序顯示“404”/“無上網服務”，我該如何解決？
First, you need to check whether the internet connection is working well or not. If you are using wired network, you may try to connect the wireless network for testing. If it still does not work, please contact us.
If there are too many people using the Apps, the sever may responds overtime. You may not able to obtain the program content and saw '404 error'. Please restart the Apps to solve the problem.
🤚 How to adjust the resolution? 如何調整解像度？
First, go to the settings page and find the display setting.
Choose the 'HDMI Display Output' and change the resolution.
🤚 Why there is 'Error502' showing on the screen? 為什麼屏幕上顯示“Error502”？
It means that the Apps / system are under maintenance. Please wait for the completion of the maintenance. Please use other live broadcast software to watch live TV shows. Sorry for the inconvenient.
🤚 I cannot watch the playback of the program, what should I do? 我看不到節目重播，怎麼辦？
You may clean the media cache of the app first. Then, close the app and reload. If the playback function is still not working, please Contact Us for further support.