FAQ
General
General
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Why place an order through the hktdc.com Small Orders?
We want you to feel as secure as possible when you buy at the hktdc.com Small Orders. You will find our website is safe, easy to use, and fast. You can make trace and review what you have entered. Available 24 hours a day, hktdc.com Small Orders is convenient and flexible.
Why do I have to register for a My HKTDC account in order to buy on hktdc.com Small Orders?
Registering for a My HKTDC account gives you access to all of the services that HKTDC provides. These include:
  • Save your favorite items in your shopping cart
  • View consolidated order records
  • Track your orders
  • Liaise directly with sellers and earn rewards
How do I create a My HKTDC account?
Simply click the 'Register Now' link on the top of the hktdc.com Small Orders homepage. If you already have a My HKTDC account, simply login using your Account ID and password.
What should I do when I forget my login password?
Simply click the "Forgotten login ID or password?" link on the My HKTDC login page. You will be directed to a page where once you enter your registered email or login ID, you will be sent a secure link to change your password.
Can I sell on hktdc.com Small Orders?
We appreciate your interest in selling products in the hktdc.com Small Orders of the HKTDC. Please contact the HKTDC if you wish to explore selling options.
Order and Payment
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May I contact the supplier before I place an order?
To contact a supplier prior to placing an order, simply click on the 'Contact Supplier' button that appears on the supplier or product page.
Why can't I find the "BUY NOW" button for certain products?
While all items listed on the hktdc.com Small Orders should be for sale, some products may not be available for online order and payment. Please contact the supplier to arrange the order placement.
I am interested in the product that shows "out of stock". What should I do?
Please contact the supplier directly should you wish to order a product that shows "out of stock". To contact a supplier simply click on the 'Contact Supplier' button that appears on the supplier or product page.
How do I pay for an order?
PayPal is the official payment platform for hktdc.com Small Orders. PayPal lets you send payments quickly and securely online using a:
  • credit card*
  • PayPal balance

*Please visit PayPal and select your country to see more country-specific information of the acceptable credit cards.

Can I still make a purchase if I do not pay through PayPal?
For buyer's protection, all orders placed through the hktdc.com Small Orders must be done through PayPal. Learn more about your country specific PayPal's Buyer Protection.
Can I pay in a currency other than US dollars?
Yes. PayPal allows you to pay using the credit card you have linked to your account, and this may be in the currency of your choosing. Products in hktdc.com Small Orders are listed in US dollars so when using your credit card in another currency, you can choose either your credit card or PayPal make the conversion for you.
Are my payments protected when I use hktdc.com Small Orders?
Yes. Please refer to the benefits of paying via PayPal for more information.
What are the benefits of paying via PayPal?
  • Payment is traceable
    You can track the status of your payment using your PayPal account.
  • Payment is convenient and immediate
    You pay right from the PayPal platform and your payment is deposited directly into the supplier's account.
  • Bank Account or PayPal Balance
    You can transfer money directly from your bank account to top up your PayPal account or directly from your PayPal balance.
  • If you use a credit card, sellers don't see your card number. It's safely encrypted through PayPal's server to help minimize any risk of unauthorized use.
  • On eligible transactions you're covered by your country specific PayPal Buyer Protection.
Why is my purchase limited to USD10,000?
USD10,000 is the maximum value of a single transaction. However, there is no limit to the daily number of transactions, so if your order exceeds US$10,000 you can spread the payment over more than one transaction.
Is it possible to pay suppliers in ways other than PayPal?
For your security, all HKTDC-verified suppliers are requested to accept our secure PayPal transaction service on hktdc.com Small Orders. However, there is the chance that a supplier could suggest payment methods other than via one of the accepted PayPal methods. We definitely do NOT recommend using payment methods other than via PayPal. If you pay suppliers through another method, your payments are NOT protected by PayPal's Buyer Protection.
Shipping
Shipping
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Why can't I find the country I want from the list of delivery countries?
Each supplier regulates his/her own delivery terms and conditions, and some suppliers choose not to ship to selected countries. For more information, please enquire with the individual supplier.
Can I consolidate orders from different suppliers?
Each supplier company regulates its own delivery terms and conditions, and so therefore ships independent of other suppliers. This ensures the best terms from each supplier you wish to purchase from.
How are shipping costs calculated?
Each supplier company regulates its own delivery terms and conditions. Please check what options are offered by the supplier you wish to order from and compare which is most suitable for your purposes. For more details on how shipping costs are calculated, please contact the supplier directly.
If I order more than one item from the same supplier, will the shipping cost be calculated collectively?
As each supplier regulates his own delivery terms and conditions, shipping costs are at the sole discretion of each supplier. For more information, please enquire with the supplier when placing your order.
Can I change my shipment address after placing the order?
Please make sure the delivery address is correct and is where you would like the product to be delivered before the transaction is confirmed. Shipment address cannot be changed after the order is placed.
Manage your Order
Manage your Order
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How do I track my order?
Go to "My HKTDC" and select the "hktdc.com Small Orders", and then the "Buyer Order Management" facility to obtain the order's tracking number. With the tracking number you can contact the supplier for more details. If the tracking number is not available, please contact the supplier directly.
How do I check my order status?
Go to "My HKTDC" and select the "hktdc.com Small Orders", and then the "Buyer Order Management" facility to see the latest updates regarding the status of your order.
How do I cancel an order?
Once an order has been placed, payment will be made immediately and the order cannot be cancelled. Should there be extenuating circumstances, you may contact the supplier directly to discuss.
How do I extend the 'order received' deadline for my transaction?
After the supplier has shipped out your product, there is a 60 days window for the transaction and delivery to complete. If you would like to extend the time before the order status is turned completed by the system, please go to "My HKTDC" and select the "hktdc.com Small Orders", and then the "Buyer Order Management" facility. Under your "Order Details", please click the 'Please extend the time' link to extend the transaction for 120 days more in order to facilitate the completion of order.
How do I confirm that my order has been received?
Go to "My HKTDC" and select the "hktdc.com Small Orders", and then the "Buyer Order Management" facility. Under your "Order Details", please click the 'Confirm Order Receipt' button to confirm the order.
Dispute Handling
Dispute Handling
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I am not satisfied with the product received. What can I do?
If you receive your product and are not satisfied with the condition, we encourage you to immediately contact the supplier and raise your concerns. Many issues can be easily resolved through direct dialogue. For further information on dispute handling, please see your country specific PayPal's Buyer Protection.
What if my order does not arrive or is damaged in shipping?
As suppliers regulate all aspects of shipping, it is best to contact the supplier directly. Should your case remain unresolved, you may consider filing a dispute under your country specific PayPal's Buyer Protection.
How do I file a claim?
In case you would like to file a claim, please login to your PayPal account and go to 'Resolution Centre' and file your dispute.