FHTPAY Information Network Co.,Ltd

Room 1301,1308,13rd floor,XueSong Building B,No.52,Tairan Six Road, Futian District, Shenzhen,China




Query Board
Thank you for shopping. For any preorder or after order questions please submit your request as following and we will reply within 24 hours.
Order number:
*Your Topic:
*Your Message:
If you are trying to checkout using credit card as your payment method but receiving an error, please go back and place an order again, your previous orders placed without payment should be canceled within 24 hours. Please check with your credit card company to verify that your card is in good standing, if your three orders or more did not go through, please contact us for assistance.

  If your credit card were declined. Please confirm

   Wait 1 day and try again

  • Make sure your credit card is not over its limit
  • Make sure the balance of your amount is enough
  • Make sure your credit card has not expired
  • Make sure you have correctly typed the name on the front of the credit card
  • Try another credit card

  It means that your order is failed.

   Reasons for payment failure as follows:

  • You fail to fill all the information correctly.
  • The credit card is not valid.
  • You take great risk when make a payment, and the bank has to stop your credit card from taking great risk.
  • Your credit card's amount is not enough.
  • Your credit card is out of order/work/control, which causes the failure of bank's verification/confirmation.
  • Your credit card has been cancelled or classified as black card.
  • Your personal information is in great danger.
  • Please confirm for now we only accept credit card and visa debit card .

   Or can you plz tell me the error code displayed when you try to pay? Thank you. Any other question, plz feel free to contact us , Have a good day.

  The failed order is equal to canceled , it's invalid.

  It won't be charge and reprocess.

Logistics Guide
How can I check out my order status?

Log in your account to visit Order list in My Account, then you can check out your order status about whether it is shipped or partially shipped, the shipping date, tracking No, tracking website.etc.

What is Airmail?

There are two kinds of airmail. One is Hong Kong Airmail, the other is China mainland airmail (herein referred as China airmail). Airmail stretches to nearly every corner of the world and has been broadly used in international shipping.

What's the difference between Hong Kong airmail and China airmail?

The difference can be classified as the chart below:

Note: optimized shipping method between Hong Kong airmail and China airmail. Please make sure use the correct website for the tracking.

Can I get the tracking number freely for any order?

service@fhtpay.hk only freely offers tracking number for order over $15. We don't offer tracking number for order below $15 unless you add 1.99$ cost of registered Airmail.

What will affect the delivery time?

The delivery time includes processing time and shipping time. Generally, the package can arrive in destination on time. Processing time means the time handles the order internally. Delivery time is determined by the destination where the order is shipped to, which is the main element that affects delivery time. Moreover, the custom policy of destination country also influences the delivery time.

Instruction of shipping method:

  • Registered airmail (Hong Kong): http://www.track-trace.com/post (Here you can track your cargo via the post websites for over 90 countries: Click the country at the bottom of the homepage and you can also track the cargo status when it arrives in your destination country)
  • Registered airmail (China): http://intmail.183.com.cn/item/itemStatusQuery.do?lan=0
  • EMS: http://www.ems.com.cn/english-main.jsp. Currently, if you want to deliver your goods by EMS, you need to pay additional freight cost, which is determined by the volume, weight of products and destination. service@fhtpay.hk has an automatic system to calculate the freight cost. Any questions, you can contact us.
  • DHL, TNT, UPS, FedEx and other express delivery
  • DHL: www.dhl.com
  • TNT: www.tnt.com
  • UPS: www.ups.com

Express delivery needs more freight cost. If you want to deliver your goods via DHL, TNT, UPS, FedEx or other express forwarder, please contact service@fhtpay.hk via email. There is no selection item about DHL, UPS, FedEx and other express delivery on service@fhtpay.hk at present.

How can service@fhtpay.hk get my shipping address?

We'll get your shipping address when you make payment by Credit Card. Please note Credit Card will be not sharing any of your financial information to us except shipping address and a phone number which you explicitly wish to share with us. If the destination address is abnormal, our customer service representative will double confirm it with you before shipping the package.

What if I do not edit my shipping address before settling the payment?

We'll treat the Credit Card registration address as your receiving address if you do not edit your address. So, please make sure your receiving address is the same as your Card registration address, otherwise you need to edit it.

How can I know my order has been shipped?

You'll receive a notification e-mail from us when your order is shipped. Information like shipping items, shipping time, tracking No. and tracking website is included. Also you can timely check your order status via "Cardholder Access → Information".

My tracking number is not working, what should I do?

Once package has left from our merchant , it will take 1-3 business days to process in Hong Kong Post system. Please wait a little more time and try it again later. Any question, please leave message to us by visiting Cardholder Access-Contact us ,customer service center will give your feedback within 0-24 hours.

The tracking information from HK post web shows that my order has been shipped to a wrong country, what should I do?

This must be a mistake made by HK post staff during scanning. Any order shipped from our merchant is posted with a label of the detailed address. Thus, your order will not be shipped to a wrong destination. You can wait it until the deadline, once it still not be received, please contact us.

The step of processing an order

  • The step of processing order by our merchant
  • Step 1: Order printed by they system (0-1 business day)
  • Step 2: Order packaged by they storehouse (1-3 business days)
  • Step 3: Package carried to local Post or Express Center (1 day)
  • Step 4: Order processed by post to your destination.

*Remark Step2: normally, we have enough products in stock, but occasionally there's possibility that some items are temporarily out of stock. It will take 1-2 business days to get the goods back in stock.

Why a single SKU of my order is shipped by EMS since I choose airmail as the shipping method for the whole order?

This is because this SKU must be over 2 KG (exceeds airmail's limitation for weight). For such SKU, Merchant will ship it via EMS separately. Normally, EMS fee is covered by the price. But for some countries in South America, East Europe and Africa, additional shipping fee will be charged due to the high EMS fee.

Estimate the delivery time to destination

Considering the complicated international shipping procedures, the estimated delivery time below is just for reference:

EMS guarantees fast shipping and the delivery time is 3-6 business days to worldwide.

DHL Merchant sends products from our local post or express which is a free port. Because there is no sale tax by imposed by local government, customers will not pay any tax when shopping from us generally.

As per our data, only less than 1% of the package was opened and checked by customs of destination country. Customers are responsible to pay for the taxes if import taxes are charged. Although the possibility to have import taxes is near to zero, we strongly suggest that you'd better know your import policy before your purchase happens. You have to notice that some products may require special licenses or permits to import. It is customers' business to handle the products that are confiscated by the Customs in customers' countries. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from online purchasing site , the recipient is the importer of record and must comply with all laws and regulations of the destination country.

Does my expedited shipping option (EMS, DHL, FedEx etc.) ensure my order will be shipped on the same day it is placed?

Unfortunately it does not. We'll guarantee orders to be shipped by express priority. Averagely all orders are processed and shipped within 1-3 business days (see the processing time frame), regardless of the shipping option selected. The time of orders processed merchant system is the same.

I have paid the express fees, why the order is shipped by airmail at last?

There are some reasons, such as limitation of destination custom policy or the express package to your country will be charged with additional tax. We'll inform you via E-mail when we adjust mode of delivery.

What should I do if the package is not received?

You can track the status in the tracking website mentioned as above. Once there's no tracking information, you can contact us via email for help.

What should I do if I want to change the receiving address when I am placing the order or after the order placed?

Your package will be shipped to the address you set in your PayPal account. If you would like to ship your order to another address than the one in PayPal account, you may change the address in your PayPal account during the checkout process. If you still want to change the address after success checkout, you should send us your address via email only if the order's Shipping status is Unshipped or Processing.

Need to contact DHL about your delivery?

Below is the list for your reference of DHL contact numbers for listed countries. Sometimes if there is a delivery problem, our customer service staff will personally contact DHL China to assist you, meanwhile you also can contact your local DHL yourself, and maybe the problem will be solved quicker.

  • DHL UK: +44 1332816960
  • DHL France: +33 472613098
  • DHL Australia: +61 738457850
  • DHL Germany: +49 610376560
  • DHL Canada: +1 9056731345
  • DHL Denmark: +45 70345345
  • DHL Hellas (Greece) +30-210-989 0000
  • Customer Service: 1-800-225-5345
  • Attempted Delivery Inquires: 1-888-273-8876
Do I need to pay for Tax and Customs Duties?

Dear buyer, thank you for buying from our store, there have some information about the tax we need to tell you, the price of our product is not including the tax, if you want to avoid it, you can sent a email to service@fhtpay.hk and tell us what value you need us to declare on the invoice, or we will declare it by ourselves, if there have any problem with the customs, we will not take the responsibility, please understanding, thank you very much!