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Delivery Information

How can I track my order?

    1. Checking the status of your order
      You can check the status of your orders by accessing ‘My Account’ (online or via the MedGins.HK Mobile App) and click ‘Orders’.
    2. My order status shows ‘Payment Pending’. Why?
      Most payments are processed immediately Typically, the ‘Payment Pending’ status occurs when payment is unsuccessful. However, if payment is in fact unsuccessful, you should have received an email from us with instructions to reattempt payment.

      1. Unable to reattempt payment or didn’t get a payment failure email?
        Please refrain from re-creating your order to prevent duplication! Get in touch with our Customer Service Team here and we’ll send you a link for another attempt at payment!
      2. Paid but order status has not been updated after 24 hours?
        Our Customer Service Team can help to verify your payment and resend an order confirmation email. Please reach out to us here and select ‘Order Whereabouts’ as the concern.
    3. My order is ‘Preparing to ship’/ ‘In Transit’, what does that mean?
      Hang tight! Your order has been packed and has left MedGins.HK’s warehouse! At this stage, you’ll receive an email update from us that will contain a Tracking Link and Number for your parcel. Please give about 24 hours for your tracking link to be live.
    4. My order is ‘With Drivers’, what does that mean?
      Your parcel is reaching you soon – it’s been picked up and it’s with a driver. You should receive a call/SMS from our courier partners with the shipping status once your order is en-route to your shipping address of your choice.
    5. It’s past the delivery time frame but my parcel has still not arrived!
      We’re sorry your parcel has been delayed! Don’t worry, while there may be a delay in the delivery, no action is needed on your end. You may continue tracking your parcel from the orders section.
    6. I’m trying to track my parcel but I can’t find it within the ‘Account’ tab!
      Please note that only orders that have been made while signed in to your MedGins.HK Account can be tracked via My Account. Orders will not appear under My Account if you checked out as guest, or you pass you order over the phone/WhatsApp/WeChat. If you need more help, please feel free to reach out to our Customer Service Team here.

What are your delivery options and how much is shipping?

We generally do not operate directly delivery service and we rely on third party logistic service provider, so every shipment is subject to the specific terms and condition of the service provider.

For Hong Kong, Macau and PRC only we offer the service of “freight collect” through third party and you accept to pay the freight forwarder at the delivery, for the delivery.

Unless otherwise specified, delivery charge will be imposed on each delivery as per specified in your order and according to your instruction. Please be aware to carefully check the delivery charges that apply to your order since fees may change. You also agree to be charged for any extra expenses incurred for the delivery or missed delivery of the order. Our current free delivery threshold calculated by total billed amount for a single order is as follows:

Hong Kong: 600 HK$

Macao: 800 HK$ (import tax excluded)

Taiwan: 1,200 HK$ (import tax excluded)

We reserve the right to amend the free delivery threshold at any time and from time to time.

  • We do have some terms and conditions for delivery though!
    • Delivery times are based on orders placed before 12pm HKT.
    • Delivery fees apply if your minimum purchase falls below the amounts here above after discounts are applied.
    • Delivery may take additional time during sale periods, holidays, and unforeseen circumstances such as extreme weather events.
    • Delivery is only available on weekdays (excluding Hong Kong Public Holidays).

Can I collect my online order directly from MedGins.HK office?

You can choose to pick up your order at the following two location but by appointment ONLY:

  • Unit 8, 15/F, Wing Fung Industrial Building,40-50 Sha Tsui Road, Tsuen Wan from 10:00 am to 6:00 pm (Monday-Friday)
  • Suite C, 9/F, Grand Progress Building, No. 58-62 D’Aguilar Street, Central from 10:00 am to 6:00 pm (Monday-Friday)

IMPORTANT: No shop-in-person is allowed – NO WALK-IN PLEASE!

Am I able to choose what time my parcel gets delivered?

Unfortunately, we cannot offer specific time slots for our deliveries at this time. However, once your order has been shipped, you may reach out to our courier partners to see if they can arrange a delivery during your preferred time slot.

I was not/ am not available to receive my parcel upon delivery.

Depending on the courier, your delivery may be automatically rescheduled to the next working day or you will receive a call/SMS from our courier partner so to make further rearrangements.

What should I do if there's a delay in my delivery?

We’re sorry your parcel has been delayed! While there may be a delay in the delivery, no action is needed on your end. You may continue tracking your parcel from the orders section.

For further enquiries, please feel free to reach out to our Customer Service Team here.

Do you process orders during Public Holidays?

While we would love for you to get your order as soon as possible, our warehouse and our courier partner are closed on Public Holidays. We seek your understanding in having your orders processed, or parcels shipped, on the next working day.

Do you still have questions?

Fill the form to ask you more questions, our suppoters will respone as soon as possible.

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