Return & Refund
How to return & refund?
"You are requested to browse and examine the items immediately upon delivery for damaged, wrong or expired items. Please do not accept the delivery and contact our Customer Care immediately if there are any problems. We are always happy to assist and help! There will be a 5% service charge for the refund. Items cannot be replaced, returned or refund after delivery. If you received an item you did not order or you did not receive an item you ordered, please contact us within 3 days of delivery. If the error was our fault (on our end), we will either deliver the correct item to you at our cost or refund the price of that item originally charged to you. In the event that the customer received products that have not been ordered, we reserve the right to request for the wrongly delivered product to be returned to us. If an item is damaged or the product has passed its sell by date when received, please notify us via firstname.lastname@example.org within 3 days of receipt of your order. We will need to obtain further information from you to determine what caused the problem. If the error was our fault (on our end), we will make arrangements to either replace the product or refund the price of that item originally charged to you. Once again, remember whenever you have any problems or inquiries, please email us at email@example.com. We are always here to help and assist your needs at Superfood Lab."
How to cancel my order?
Quality service is our priority. We hope you won’t need to cancel your order, but if you need to for any reason, please email to firstname.lastname@example.org. However, the order can only be canceled before we have commenced the processing of the order. There will be a 5% service charge for cancellations. As always, if you have any questions, please contact our Customer Care and we will work with you to find a suitable resolution to the situation.
Delivery Arrangement within Hong Kong
At Superfood Lab, we deliver both to Home and Office addresses in Hong Kong. You can enjoy hassle-free shopping with us any time, any day and have your Superfood Lab products delivered to you to your doorstep! 1. After the transaction has been completed, an Order Acknowledgement (including an order number) will be sent to your email. 2. Our Customer Care staff will contact you to arrange the delivery date and time, and the ordered items will normally be dispatched within 5-7 working days. We will inform you by phone or email if the delivery may take longer or if any of your ordered items are out-of-stock, but don’t worry we shall get them to you! 3. Delivery may be postponed due to bad weather (e.g. black rain, typhoon no. 8 or above) or any other force of nature events. Our Customer Care staff will notify you and contact you by phone or email for the re-arrangement of delivery. 4. The above estimated delivery times are merely used as reference only and we will not be held responsible for delivery delays and circumstances out of our control. 5. There must be an INDIVIDUAL present at the address to collect and sign for the delivered items. Should there be no recipient at the delivery address, our Customer Care staff will contact you for re-arrangement and an extra basic delivery fee will be charged for the re-delivery. 6. If you have any inquiries regarding your order, please contact our Customer Care Hotline at+852 2581 9100 and our Customer Care staff will be able to track your package and provide you with further information.
Delivery Charge Hong Kong, Kowloon and New Territories HK$30 Tung Chung Area, Discovery Bay and Ma Wan HK$30 Other Outlying Islands Areas HK$30 * Delivery service does not include areas that cannot be reached directly by our delivery service provider or buildings without a functioning lift to the 3/F or above. In this situation, our Customer Care staff will contact you and you can pick up your order at our office.
Delivery outside Hong Kong (Oversea Country)
"Please refer to Shipping table. All international shipments require a signature upon delivery. Due to the fluctuations of the exchange rate, orders with value very close to the tax-free limit may be assessed Duties and Taxes (D&T) as the currency exchange rate may vary from the order date to the customs clearance date. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to bidding or buying."
Once the order is authorized and verified, we will send you a confirmation email. Once verified, we will begin preparing your order immediately. During this time, it is difficult for us to change or cancel your order, but we will do our best to support your request.
It usually takes 3-4 business days for us to process your order. Please note that this does not include holidays and weekends.
Shipment takes 7-14 business days to arrive (depending on the country of destination) * Shipping time estimate starts from the date of shipment, not the order date. And may take longer than expected due to customs clearance procedures, other reason or invalid address.
We will email the courier number to you once courier pick up the parcel, so that you can track the shipment. Normally we will dispatch the products in 5-7 working days after order confirmation and customers will receive a tracking email afterward. For some special / Hot items, we will dispatch and delivery between 3-5 weeks (calculate on working days only)
Place an Order
How to use our Shopping Cart
Choose the Superfood Lab items you are ready to purchase and click “ADD TO SHIPPING CART”. Don’t forget to enter the quantity. Click “Checkout” to proceed to the checkout page. If you are already our member, please log into your Superfood Lab member account to enjoy exclusive benefits. Enter delivery details and check the payment methods. 4. An “Order Acknowledgement” email with the order number will be sent to you upon completion of transaction (Please retain a copy for your record).
Payment Method We offer a variety of payment methods to suit everybody’s needs. You may choose to pay by: i. Online by PayPal or Credit Card (VISA / MASTER / AMEX); ii. Direct Bank Transfer (Just for Hong Kong customers only) (i) Pay Online by PayPal or Credit Card (VISA / MASTER / AMEX ) 1. To pay online, you will need a valid credit card (VISA / MASTER / AMEX ) or a PayPal account. 2. Click “Pay Online” to be directed to the PayPal gateway for a secure transaction.* 3. Log into PayPal if you already have an account to confirm the payment amount, then click “Pay Now”. 4. If you do not have a PayPal account, you may use your credit card (VISA / MASTER / AMEX ) to settle payment (also via Paypal gateway but Paypal account is not needed). *You do NOT need a PayPal account if the payment is made by credit card (VISA/MASTER/AMEX). Online Payment Security: All online payments will be processed by PayPal. The payment details (e.g. credit card information) are directed to secure PayPal gateway and processed by PayPal for your security. Superfood Lab will not collect your payment information. (ii) Direct Bank Transfer to our HSBC account (Just For Hong Kong customers only) 1. If you choose to pay by direct bank transfer, click “Direct Bank Transfer” at the checkout page and you will be sent an “Order Acknowledgement” email. 2. Make the payment to our HSBC account: ● Bank: HSBC ● Account Name: Superfood Lab (Asia) Limited ● Account No: 848-544300-001 (Hong Kong Dollars account only) 3. Forward the bank transfer receipt (with the order number clearly written on it) to us by email at email@example.com or fax to +852 2581 9100. 4. Once the payment and bank transfer receipt have been received, you will receive email confirmation for the delivery arrangement. 5. If SuperFood Lab did not receive your email or fax of the bank transfer receipt within 3 days after order date, we will cancel the order. (iii) PayMe 1. If you choose to pay by PayMe, click “Direct Bank Transfer” at the checkout page and you will be sent an “Order Acknowledgement” email. 2. Make the payment through PayMe by scanning the below QR code: ● Merchant Name: Superfood Lab 3. Forward the screen cap image to us by email at firstname.lastname@example.org. 4. Once the payment and screen cap image has been received, you will receive an email confirmation for the delivery arrangement.
Membership & Login
Why become a Superfood Lab member?
Become a Superfood Lab member now and enormous amounts of benefits right at the click of your mouse. To become a Superfood Lab member it’s completely FREE to join. Below are some benefits for a Superfood Lab member: ● Enjoy special offers and freebies from time to time. ● Receive Superfood Lab e-newsletters to learn about exclusive promotion offers,our latest products and healthy diet information. Take just a few minutes to fill out the “New Member Registration” and you will enjoy your shopping at Superfoodlab.com even more. Please note that all membership benefits are only applicable for online shopping at Superfoodlab.com.
How to become a Superfood Lab member?
In just 3 simple steps, you can enjoy all the benefits above! Click “New Member Registration”under “MEMER’S ZONE”. Complete the “New Member Registration” and click “Register”. An email confirmation will be sent to you with your user name details and membership number. So please enter the correct email address when filling out the form.
How to update your personal information?
If you need to update your personal information due to changes in telephone, email or mailing address you can do so by login to “My Account”under “MEMER’S ZONE”.
How to change your password?
It’s really quick to change your password, within three steps you can change your existing password! Login to “My Account” under “MEMER’S ZONE”. Click “edit your password and account details” in green. Change your password and click “SAVE CHANGES” to complete.
Every so often, people forget their passwords. Not to worry, to recover and change your password follow these quick steps: Click “My Account” under “MEMER’S ZONE” and click “Lost your password”. Enter your username or email and click “RESET PASSWORD”, and “Password Reset Instruction” will be sent to your email address. Follow the instructions to reset your password.
CAN'T FIND WHAT YOU ARE LOOKING FOR?
Please email email@example.com and we will be happy to help you.