1. How do I set up new account? 

Follow the instruction on Website or Mobile Apps on “Create Account” to enter your Name, Phone Number, Email, Password; you must be over 18 years of age and to agree to our Terms and Condition and Privacy Policy. You must verify your Email in order to activate your account. 

 

2. Your system cannot find my address 

We are only providing our service to selected areas. We are expanding our service and will cover more areas in the near future.  

 

3. I am in your service area but your system cannot find my location 

Our system uses Google map to search for your Street Name and Street Number. However, sometimes the search may not be entirely accurate. For example, if you are residents at The Beaumont, please DO NOT enter Street Number in the field, only enter “Shek Kok Road” under the ‘Street Name and Street Number field’.   

 

4. What kind of shops are there? 

You will be able to see all the available shops under the district you have selected. These shops are your everyday shops in the local market such as meat, seafood, vegetables, fruits, groceries, organic products, alcohol and drinks etc. We are constantly adding shops to provide you with even more variety. 

 

5. What are the products and prices? 

There are variety of fresh market and grocery products, from vegetables and fresh seafood, to grocery and drinks. All products and prices are prepared and set by individual shops.  

 

6. Do you sell alcohols?  

Yes. There are alcohol products for sale provided by individual shop. Under the law of Hong Kong, intoxicating liquor must not be sold or supplied to a minor in the course of business. We only allow persons over 18 years of age to become our register users. 

 

7. How do I place orders? 

Add any items you like to buy into the shopping cart. When you are ready to check out, click the "Shopping Cart" icon on the top right of the page to check out. The total balance of the order is calculated automatically for you. Click on the “Proceed to Payment” button and you will be diverted to PayPal and its affiliates, our third-party payment gateway, to process your payment. You are prompted to enter your credit card number, the expiry date, cardholder’s name and the security code on their page to process your payment request. Do not exit the page when it is processing your payment, or your order may not be completed. When payment is completed, you will receive a confirmation email on the order. 

 

8. What are the payment methods? Do you accept cash? 

We accept all major credit cards VISA, Mastercard and Apple Pay, Google Pay and PayPal. We currently do not accept cash payment. 

 

9. How do I add or remove credit card details? 

You may have to enter your credit card details if you choose to pay by credit card option. All our payments are processed and settled by third-party payment gateway PayPal and its affiliates, we do not store or save any or part of your credit card information in our system, therefore we do not have a function “remove credit card details” option on our website or mobile apps. 

 

10. Why was my payment failed or cancelled? 

We currently do not accept American Express card or Union Pay payment. If you are using Apple Pay and Google Pay please check your default card details. 

Please confirm if the payment information you entered is correct, including credit card number, expiry date and CVV (if requires). The system will not progress any payment if incorrect information is entered or power disconnection during transaction.

 

11. Cancel and amend orders 

We will not be able to cancel or amend orders once payment is completed. All individual shop(s) will receive your order instantly after payment and they will reserve and prepare products accordingly. Please confirm your shopping cart before proceed to payment. 

 

12. Return and Exchange 

Unless otherwise specified, there is no return or exchange will be excepted. 

 

13. Same day delivery and Cut-off time 

Our daily cut-off time is 3pm for same day delivery. That is, if you require same day delivery, you must complete the purchase and payment by 3pm on the same day. There are count-down clocks available on website and mobile apps for indication purpose (Please note there are some shops that do not offer same-day delivery). 

 

14. Delivery and Delivery time 

Once payment is completed, all individual shop(s) will receive your order instantly and they will reserve and prepare products accordingly. Our delivery specialists will collect your orders and deliver them to your specified delivery address. (Please note: we currently do not provide delivery to buildings without lift facilities) 

We currently offer 2 delivery time slots Monday to Friday, 6-7 pm and 7-8 pm. We currently do not provide deliveries on Saturday, Sunday and public holiday. 

 

15. Do you charge delivery fee? 

Yes. We charge a fixed HKD$25 delivery fee each order. An order can consist of purchase from one or more shops. There are no other additional charges. 

 

16. Is there a minimum order requirement? 

Yes. Each shop has their own minimum purchase requirement. Our minimum order amount for delivery is HK$85. 

 

17. What if I am not available when delivery arrives? 

Our delivery staffs will try their best to contact you. But in any circumstances that no one accept delivery of the order within 5 minutes of our delivery staffs arriving at your address, our delivery staffs will decide one of the following which they think most appropriate: 

  1. Drop-off your order at your building management office and you will collect your order at your own convenience; and/or   
  2. Drop-off your order at your front door if there is no management office in your building; and/or   
  3. Leave your building without dropping off your order if our staffs cannot get into your building.   

We will not accept any order cancellation or offer refund under these circumstances. 

 

18. What if I have questions with my order?  

We offer great care to your order and we have team members at the markets monitoring the pick-up and delivery process. We do understand that sometimes things could happen. In rare case if that happens, you can always contact us by email info@runrunfresh.com or 37097140 to speak with us as soon as possible. 

 

19. What if my order is late? 

We always try our best to deliver your order to you on schedule but sometimes things could be outside our control, such as busy market, traffic delays or weather condition etc. Please contact us by email info@runrunfresh.com or 37097140 to speak with us. 

 

20. What if there is rainstorm or typhoon signals? 

In the event of red or black rainstorm, and typhoon signal No.8 or above. We will suspend all our operations as recommended by the Observatory until the weather returns to normal. 

 

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