FAQs
CONTACT
Because we are a small company, we cannot provide customer service by phone. The best way to reach us is via email at [email protected]. We answer emails Monday through Friday.
Our mailing address is Ho Groceries.com, Building 30, Unit 2, 1902, Junyu Phase 4, Feicui Shan Cheng, Huiyang District, Huizhou, Guangdong, China.
Important: We generally answer emails about lost or damaged shipments within 1 business day. If you have not heard from us within 2 business days, please check your spam or junk folder. Even if you initiated the email chain, our reply may end up in spam.
SHINPPING
We offer Free Shipping on orders over USD $100.
Why this threshold? As we ship directly from China via sea freight, there is a base shipping weight of approximately 10-12kg for every international order. Even if your parcel weighs less, the shipping cost is calculated based on this minimum weight. For smaller orders, the logistics cost often exceeds the value of the products themselves.
By setting the free shipping threshold at $100, we encourage orders that make the most of this base weight (ideally reaching around 12kg). We suggest taking this opportunity to explore and stock up on seasonings and sauces from various Chinese cuisines—all in one go!
We hope this approach makes sense. Every package—from our kitchen essentials to regional sauces—is carefully packed and shipped from China right to your doorstep.
For recipes and cooking tips across different Chinese culinary styles, feel free to visit our forum. https://hokwokleung.com
Upon receiving your order, we source the products directly from their respective regions of origin across China. This means that different sauces and seasonings are procured from the specific provinces where they are traditionally made—ensuring the shortest possible production-to-purchase cycle and the freshest ingredients.
Once the items arrive at our packaging center in Guangdong Province, they are carefully repackaged. We reinforce each product, particularly bottled items, with bubble wrap and styrofoam to prevent damage during transit.
After your order is securely packed, we select the most suitable third-party shipping carrier based on your country and delivery address to ship the package directly to your doorstep.
This process ensures that every item you receive is as fresh as if you just picked it up from its place of origin.
Order Processing & Shipping Timelines
We strive to make your shopping experience as transparent as possible. Here is how our process works from the moment you place your order to the moment it arrives at your doorstep.
1. Order Processing (1–2 Business Days)
Once you place an order, we begin processing it within 1 to 2 business days. Please note that during peak times—such as after sending out a newsletter—processing may take slightly longer due to a high volume of orders.
2. Sourcing & Consolidation (7–14 Days)
Since we are committed to providing the freshest products, we do not keep all items in a single warehouse. Instead:
- We source each seasoning and sauce directly from its province of origin (e.g., Sichuan peppercorns from Sichuan, black bean sauce from Guangdong).
- After your order is placed, our suppliers in those regions ship the items to our packaging center in Guangdong Province.
- This consolidation process typically takes 7 to 14 days, depending on the distance and supplier processing times.
3. Packaging & Quality Check
Once all items arrive at our facility in Guangdong, we carefully repackage them. Bottled sauces are wrapped in bubble wrap and secured with styrofoam to ensure they survive the long journey ahead.
4. International Shipping via Sea Freight
After your order is packed, we select the most suitable third-party shipping carrier based on your destination country. Your package will then be shipped directly to your address.
Estimated Shipping Times by Destination
Please note that the following timelines include the sea transit only, and do not account for potential delays at ports or during customs clearance.
🇺🇸 To the United States
- West Coast (e.g., Los Angeles, Long Beach)
- Express service (e.g., Matson): 11–15 days at sea → Total transit: 16–25 days
- Standard service: 18–25 days at sea → Total transit: 25–35 days
- East Coast (e.g., New York, New Jersey)
- All-water service (via Panama Canal): 25–30 days at sea → Total: 30–40 days
- Ocean + Rail (to West Coast then rail): 20–28 days total (faster but more expensive)
🇨🇦 To Canada
- West Coast (e.g., Vancouver)
- Sea transit: 13–25 days (direct routes can be as short as 15 days)
- Door-to-door total: Including packaging, customs clearance, and final delivery: 25–35 days
- East Coast (e.g., Toronto, Montreal)
- Ocean + Rail (via Vancouver or Prince Rupert): 30–40 days total
- All-water service (via Panama Canal to Montreal): 40–50 days total (less common, longer transit)
🇪🇺 To Europe
- Netherlands (Rotterdam): ~23–25 days
- Germany (Hamburg): ~29 days
- France (Le Havre): 25–29 days
- United Kingdom (Southampton, Felixstowe): 26–34 days
- Italy (Genoa, Naples): 23–35 days
- Spain (Barcelona): 20–32 days (direct vs. transshipment)
- Hungary (Budapest): 35–40 days (via Antwerp or Piraeus)
- Czech Republic (Prague): 35–40 days (requires transshipment)
- Finland (Helsinki): 30–35 days
⚠️ Important Factors That May Affect Delivery Times
Actual delivery times can vary due to circumstances beyond our control, including:
- Port congestion (e.g., backlogs at Los Angeles, Vancouver, or Rotterdam)
- Peak seasons (August–October, when holiday shipments surge)
- Weather delays (typhoons in Asia, hurricanes in the Atlantic)
- Customs inspections: Food items are occasionally subject to random inspection. In the U.S., the inspection rate is approximately 8%; in Europe, standards vary by country, and post-Brexit checks in the U.K. may add time.
We always aim to choose the best shipping route and carrier for your order. If you have specific timing concerns, feel free to contact us at [email protected]—we’re happy to help estimate a timeline for your region.
Late or Lost Shipments
We know how exciting it is to receive a package you’ve been waiting for—and how disappointing it can be when it doesn’t arrive on time. While we take great care in packaging and dispatching your order as quickly as possible, once the package leaves our facility, it is in the hands of the shipping carrier and local postal or courier services.
What to do if your shipment is late:
- Check the tracking information (if available). Sometimes packages are held at customs or delayed at a local depot without notification.
- Wait an additional 5–7 business days. Due to weather, customs inspections, or logistical backlogs, packages can sometimes be delayed without being lost.
If your tracking has not updated for more than 10 business days beyond the estimated delivery window, please contact us at [email protected].
What to do if your shipment is lost:
We define a shipment as “lost” when:
- The tracking status has not been updated for 30 days (for sea freight shipments).
- The carrier officially declares the package as lost.
If you believe your package is lost, please email us with:
- Your order number
- A description of the issue
We will investigate the matter with the shipping carrier immediately.
Our Commitment:
- We respond to all shipping-related emails within 1 business day.
- If a package is confirmed lost by the carrier, we will work with you to arrange a replacement or a refund (including shipping costs, where applicable).
- Please note: If a package is marked as “delivered” by the carrier but you cannot locate it, we recommend checking with neighbors, building management, or your local post office. We will do our best to assist you, but claims for missing packages after delivery confirmation may be subject to investigation by the carrier.
Important Disclaimer:
While we carefully select reliable third-party shipping partners, we cannot control delays caused by:
- Customs holds or inspections
- Severe weather or natural disasters
- Remote or rural delivery locations
- Incorrect addresses provided at checkout (please double-check your address before placing your order)
We appreciate your understanding and patience. If you ever have concerns about your order’s delivery status, just email us—we’re here to help.
Damaged Shipments or Products
We take great care in packaging every order—especially bottled sauces and fragile items. Each product is carefully wrapped in bubble wrap and secured with styrofoam to withstand the long journey from China to your doorstep.
However, we understand that accidents can happen during transit. If your order arrives damaged, we are here to help.
What to do if your shipment or product arrives damaged:
- Take photos. Before removing any items from the package, please take clear photos of:
- The outer box (showing any visible damage)
- The inner packaging (how items were wrapped)
- The damaged product(s) themselves (close-ups of broken bottles, leaks, etc.)
- Contact us within 7 days of delivery. Email us at [email protected] with:
- Your order number
- Photos of the damage
- A brief description of the issue
How we resolve damage issues:
Once we receive your email and photos, we will review the situation and respond within 1 business day. Depending on the extent of the damage and product availability, we will offer one of the following solutions:
- Full refund for the damaged item(s)
- Replacement item(s) shipped on our next available dispatch
- Partial refund if only a portion of the order is affected and you wish to keep the undamaged items
Important notes:
- Please do not discard damaged items until we have resolved your claim. In some cases, we may need additional information or ask you to dispose of the items locally.
- If the outer box appears damaged upon delivery, we recommend noting it with the carrier at the time of delivery (if possible), though this is not required for us to process your claim.
- For minor damage to packaging that does not affect the product inside (e.g., a slightly dented box but intact bottle), we generally do not consider this a reason for refund, as the product itself remains usable.
Our commitment:
We stand behind the quality of our products and the care we put into packaging. If your order arrives in less than perfect condition, we will make it right. Your satisfaction is important to us.
As with all shipping matters, please allow us 1 business day to respond to your email—and remember to check your spam folder if you haven’t heard back within 2 days.
International Shipments
As we are based in China and ship our products worldwide, all orders are considered international shipments. We want you to feel confident and informed about what to expect when ordering from outside of China.
Customs, Duties, and Taxes
Please be aware that your order may be subject to import duties, taxes, and customs brokerage fees once the package reaches your country. These charges are determined by your local customs authority and are the responsibility of the customer.
- We do not collect these fees at checkout.
- We cannot predict what charges may apply, as they vary by country and the value of the shipment.
- For information on potential costs, we recommend contacting your local customs office before placing an order.
If the package is refused due to unpaid duties or taxes, or if it is abandoned at customs, the customer is responsible for the original shipping costs and any return fees incurred.
Address Accuracy
International shipments rely on accurate address information. Please double-check your shipping address before completing your order.
- If a package is returned to us due to an incorrect or incomplete address provided by the customer, the customer will be responsible for the cost of reshipping.
- If you realize you made an error after placing your order, contact us immediately at [email protected] and we will do our best to correct it before dispatch.
Product Restrictions & Import Regulations
Different countries have different rules about what food products can be imported. It is your responsibility to ensure that the items you order are permitted entry into your country.
- Some countries restrict or prohibit certain sauces, seeds, or animal-based ingredients.
- If your package is seized, delayed, or destroyed by customs due to restricted items, we cannot offer a refund or replacement. However, we are happy to provide any documentation needed to assist with customs clearance (such as ingredient lists or commercial invoices).
Delays Due to Customs
Customs inspections are unpredictable and can delay delivery. While most packages clear within a few days, some may be held for weeks. Unfortunately, we have no control over these delays and cannot offer refunds for packages held by customs.
Countries We Ship To
We currently ship to most countries worldwide. However, there may be occasional restrictions based on carrier availability or local regulations. If you are unsure whether we ship to your country, please email us before ordering.
Tracking
Most international shipments include tracking. Once your order is dispatched, we will provide you with a tracking number via email. Please note that tracking may not update during certain stages (e.g., while the package is at sea or in transit between countries).
Questions?
If you have any concerns about international shipping—whether it’s customs, delivery times, or product restrictions—feel free to reach out to us at [email protected]. We’re here to help you navigate the process as smoothly as possible.
RETURNS AND REFUNDS
Return Policy
We want you to be completely satisfied with your purchase from Ho Groceries. However, due to the nature of our products (food items) and the complexities of international shipping, we have a limited return policy. Please read it carefully before placing your order.
Perishable & Food Items
Because we sell sauces, seasonings, and other food products, we generally do not accept returns due to health and safety regulations. All sales are final for change-of-mind purchases, incorrect choices, or items you simply decide you do not want.
When We Do Accept Returns
We accept returns only in the following circumstances:
- Wrong item shipped: If we made a mistake and sent you the wrong product.
- Defective or damaged product: If an item arrived damaged or defective (please refer to our “Damaged Shipments or Products” section).
Return Conditions
If we agree to accept a return (for example, if we shipped the wrong item), the following conditions apply:
- The item must be unopened, unused, and in its original packaging.
- You must contact us within 7 days of delivery to request a return authorization.
- The customer is responsible for the cost of return shipping, unless the return is due to our error.
- We recommend using a trackable shipping service for returns, as we cannot be responsible for items lost during return transit.
How to Request a Return
To request a return, please email us at [email protected] with:
- Your order number
- The item(s) you wish to return
- Photos (if applicable, such as for damaged items or incorrect products)
- A brief explanation of why you are requesting a return
We will respond within 1 business day with instructions.
Refunds
Once we receive and inspect your returned item (if applicable), we will notify you of the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
- Please note that original shipping costs are non-refundable, unless the return is due to our error.
Non-Returnable Items
For health, safety, and logistical reasons, the following items cannot be returned:
- Opened or used food products
- Items purchased on sale or with a discount code (unless damaged or incorrect)
- Items returned after 7 days from delivery
- Items returned without prior authorization
Cancellations
If you need to cancel your order, please contact us immediately. We process orders quickly, so we can only cancel orders that have not yet been dispatched. Once your order has been shipped, it cannot be canceled and must follow the return policy above.
Our Commitment to You
Your satisfaction matters to us. If you have any concerns about your order—whether it’s a quality issue, a mistake on our part, or something else—please reach out. We will do our best to find a fair solution, even if it falls outside this policy.
Email us at [email protected]—we’re here to help.
PRODUCTION AND EXPIRATION DATES
Production and Expiration Dates
We take freshness seriously. Because our products are food items intended for consumption, we want you to have clear information about production and expiration dates before you order.
Understanding Dates on Our Products
Chinese food products often label dates differently than what you may be used to in Western countries. Here is what you need to know:
- Production Date (生产日期): This is the date the product was manufactured. It is usually printed as YYYY/MM/DD or in a code that includes the year and day of the year.
- Expiration Date (保质期至/有效期): This is the date until which the product is guaranteed to be at its best quality. It is also typically formatted as YYYY/MM/DD.
- Shelf Life (保质期): Some products list a shelf life duration (e.g., “18 months”) instead of a specific expiration date. You can calculate the expiration date from the production date.
Our Freshness Guarantee
Because we source products directly from their provinces of origin upon receiving your order, we ensure that:
- Items are as fresh as possible when they leave our facility.
- We do not stock large inventories of products that may sit on shelves for months.
However, please keep in mind that your order is traveling via sea freight, which can take several weeks to arrive. By the time you receive your package, some of the shelf life may have been used during transit.
What to Expect
- Most sauces, seasonings, and dried goods have a shelf life of 12 to 24 months from the production date.
- Upon dispatch from our facility in Guangdong, all products will have at least 6 months of remaining shelf life, unless otherwise noted in the product description.
- For products with shorter shelf life (e.g., fresh pastes or certain fermented items), we will clearly indicate this in the product listing.
Your Responsibility
- Please check the expiration date upon receipt. If you have concerns about remaining shelf life, contact us immediately.
- We recommend using products before their expiration date for the best flavor and quality.
- If you plan to store items for a long time, check the shelf life before ordering to ensure it meets your needs.
What If a Product Expires Soon?
If you receive a product that expires within less than 6 months from the delivery date (and this was not disclosed in the product listing), please email us at [email protected] within 7 days of delivery with:
- Your order number
- A photo of the expiration date
- The product name
We will review the situation and offer a resolution, which may include a partial refund, replacement, or credit toward a future order.
Can’t Find the Date?
Sometimes the date stamp is small, faded, or printed directly on the packaging in a hard-to-find spot. If you cannot locate the production or expiration date, please email us with a photo of the product and packaging, and we will help you identify it.
Our Commitment
We want you to enjoy your Chinese cooking journey with fresh, quality ingredients. If you ever have concerns about the freshness or dating of a product, just reach out—we’re here to help.
Email: [email protected]
Response time: Within 1 business day
WHOLESALE
Wholesale / Bulk Orders
We are honored that you are considering Ho Groceries for your business needs. Whether you are opening a restaurant, running a catering service, or stocking a retail store, we appreciate your interest in sharing authentic Chinese flavors with your customers.
Do you offer wholesale pricing?
Yes, we offer wholesale pricing for qualifying bulk orders. Wholesale prices are typically 15–30% below our regular retail prices, depending on the products and order volume.
Please note that wholesale pricing is not automatically applied at checkout. To receive a wholesale quote, please contact us directly with the details of your request.
I want to open a restaurant. Can we partner?
Absolutely! We love working with restaurants, chefs, and food service businesses. Many of our products are specifically chosen because they are trusted by professional kitchens across China.
When you partner with us, you can expect:
- Consistent product quality and freshness
- Reliable sourcing directly from provinces of origin
- Assistance with ingredient selection for your menu
- Custom shipping solutions for recurring orders
Please email us and let us know what type of cuisine you serve and which products you are interested in. We would be happy to discuss a partnership that works for your kitchen.
Do you offer samples for businesses?
Yes, we understand that before committing to a bulk order, you may want to test products for quality, flavor, and suitability for your menu or customers.
We offer paid sample packs specifically designed for business inquiries. Each sample pack contains smaller portions of our most popular products. The cost of the sample pack includes the products and shipping. If you later place a qualifying wholesale order, we may be able to offer a credit toward your first purchase.
Please email us to request a business sample pack. Include your business name and a brief description of what you are looking for, and we will recommend a sample selection tailored to your needs.
What is your MOQ (Minimum Order Quantity) for bulk orders?
Our minimum order quantities vary by product:
- Sauces and liquids: Typically 12–24 bottles per variety
- Dried spices and seasonings: Typically 5–10 kilograms per variety
- Mixed pallet orders: We can customize based on your needs
If you are interested in a full pallet or container shipment, we offer more flexible MOQs and better pricing. Please contact us to discuss your specific requirements.
How to place a wholesale inquiry
To request wholesale pricing, discuss a restaurant partnership, or order business samples, please email us at:
Please include the following information to help us respond quickly:
- Your business name and type (restaurant, retailer, etc.)
- The products you are interested in (or a list of what you need)
- Estimated monthly or annual volume (if known)
- Your shipping address and country
Response time: We reply to all wholesale inquiries within 2 business days. For urgent matters, please include “URGENT” in your email subject line.
Important note: Wholesale orders are subject to different shipping terms than retail orders. We will provide you with a customized shipping quote based on your location and order size. Payment terms for wholesale accounts may also differ and can be discussed during the inquiry process.
We look forward to helping you bring authentic Chinese flavors to your customers!