Q1. Do I need to register before making purchase ?

Q2. If I choose to receive the order by overseas courier or Registered Airmail, will Custom Duty be included in the postal charges?

Q3. How can I save delivery charges ?

Q4. What is a 'Delivery Unit'?

Q5. What currency you are using ?

Q6. What do I do if I forgot my password?

Q7. What can I do when I click "Pay" to finish my order, and an error page is shown?

Q8. I placed an order and my credit card was charged, but I cannot find the order number or the email confirmation!

Q9. What can I do if the item received is different from the description on your website?

Q10. Can I change my shipping address after I have placed my order successfully?

Q11. Can I exchange to another items if the products are out of stock ?

Q12. I am willing to wait for these "Out of Stock" items in order to save my shipping charge

Q13. Can you advise me when those "Out of Stock" items will be on your stock again ?

Q14. I have ordered 2 pcs items, but 1 pcs was cancelled. Why I can not get the refund of shipping charge for this item ?

Q15 There are some late release items in my order, can I ship the rest partially?

Q16. I mistakenly use "Offline Payment ". Can I choose credit card to pay this order?

Q17. What is the benefit if I chose the Refund Method by "YoYo Cash" ?

Q18. How can I change the Refund Method

Q19. I found that the order status of an order is "Shipped" and have received an Order Delivered Notice. But when I check with the Order Trace Record, there is no record shown, why?

Q20. Cannot put the items to My Cart and display HTTP Status 500?

Q21. Wait for a long time when I click My Cart."A timeout occurred" is displayed

Q22. How I can choose the "Self pickup" option if I live in Canada?

Q23. Can I cancel an item ?

Q24. I mistakenly ordered the item twice; can I cancel this repeated item?

Q25. Why I can not get the full refund for this repeated item ?

Q26. Two of Disc in "The Last Empress" Box set are defective, can I just return the defective items instead of full Box set?

Q27. How can I get free DVD, VCD, CD and others?

Q28. Why can I know that the YoYo Cash earned from the Member Referral Program ?

Q29: If I have the email address account of your joint promotion partner, how can I get the privileges?

Q30: If I am the group member of tertiary institution, educational organization and government organization, making volume purchase, can I get any the discounted offer?

Q31: If making purchase over an amount of HK$9,360 (US$ 1200) at one time, will you offer discount?

Q1: Do I need to register before making purchase ? 

Yes. The registration procedures are very easy. You simply need to fill out personal data to be our member. , Please refer to "Shopping Flow".

Q2: If I choose to receive the order by overseas courier or Registered Airmail, will Custom Duty be included in the postal charges?

No. Customers should pay the relevant Custom Duties. As the practice of Customs Duty or Import Tax are different among countries. For more details, please ask Custom Department.

Q3: How can I save delivery charges ?

The delivery charges are calculated in the number of Delivery Unit(DU).  Customer only needs to use the largest number of Delivery Unit(DU) to place order, then you can save the delivery charges.

Q4: What is a 'Delivery Unit'?

The Shipping Charge for all products are measured in Delivery Unit(DU) and it depends on its weight, dimension and the complexity of packaging. For example, one standard Blu-ray, DVD or CD usually counts for one Delivery Unit(DU) whereas a bulkier box set, Limited Edition or posters may count for more units. The Delivery Unit(DU) for each item is displayed on its product page and it is convenient for you to count the shipping cost.

Q5: What currency you are using ?

Hong Kong Dollar.  As the fixed exchange rate between Hong Kong Dollars and the US dollars, please base on US$ 1 = HK$7.8

Q6: What do I do if I forgot my password?

If you have forgotten your password,
1. Go to the "Login" and click "forgot password ?"hyperllink
2. Enter your "Login ID" and "Email" address
3. Click on the 'Submit' button.
Your new Password will be delivered to your email that you have registered with us.

Q7: What can I do when I click "Pay" to finish my order, and an error page is shown?

You would receive the order number and Order Received Notice if the order is completed. Otherwise, please submit your order again or contact our customer support WhatsApp or WeChat.

Please do not click any key when the payment is processing. The browser will redirect you to Buyoyo.com once the payment is succeeded.

Q8: I placed an order and my credit card was charged, but I cannot find the order number or the email confirmation! 

Ans.: Please use WhatsApp or WeChat for fast reply Or email us [email protected] . ".

Q9: What can I do if the item received is different from the description on your website?

Since product information is provided mainly by our suppliers, it is possible for typographical errors or data input error to occur. Please follow "Item Return Notice" for a replacement
If there is any error or missing information in our product information, please inform our Customer Service Department by [email protected].

Q10: Can I change my shipping address after I have placed my order successfully?

Yes, you can change to another shipping address to receive your order provided that your order is not yet shipped. However, all change or amendment in "My Account" will only be effected in your future orders and therefore, it is necessary for you to notify us on your decision of changing your shipping address and we will arrange to amend your shipping address at our side. However, please be informed that manual interception is required to honor the address change request, your order processing may get delayed.

Q11: Can I exchange to another items if the products are out of stock ?

Yes ! Please visit "Exchange Item Procedure" for more details.

Q12: I am willing to wait for these "Out of Stock" items in order to save my shipping charge

As you know, some items are out of print. We do not want to hold your order and delay the delivery time of the other item in the same order. However, we will refund the amount of that "Out of Stock" item(s) to you (including shipping charge). For more details, please visit "Order Processing".

Q13: Can you advise me when those "Out of Stock" items will be on your stock again ?

Please login and click Receive email when "In Stock?".

Q14: I have ordered 2 pcs items, but 1 pcs was cancelled. Why I can not get the refund of shipping charge for this item ?

Delivery charges or YoYo Cash refund is not applicable for order in a range between 1 - 2 Delivery Unit (DU) because it is the handling charge from the shipping company. We suggest that you buy "In Stock" avoiding the lost of shipping charge

Q15: There are some late release items in my order, can I ship the rest partially?

Yes, if you order amount exceed HKD$1560(US$200)(Excluded Shipping Charges), we can ship your order partially. The late release items will ship along with your new order. If you do not place any new order in the future, you will need to pay extra shipping charges for the second shipment, the charges will deduct from your YoYo Cash account directly, and if your YoYo Cash account do not have enough amount to cover the shipping charges, you can purchase YoYo Cash Deposit Coupon.

Q16:  I mistakenly use "Offline Payment ". Can I choose credit card to pay this order?

Cannot. Please place a new order by "Credit Card" payment. Your "Offline Payment" order will be cancelled automatically if we did not receive your payment confirmation (by fax or email) within 14 days.

Q17:  What is the benefit if I chose the Refund Method by "YoYo Cash" ?

You can use YoYo Cash to buy any products immediately and include:

Q18: How can I change the Refund Method

Please login "My Account" and update "My Information" if you want to change your Refund Method.

Q19: I found that the order status of an order is "Shipped" and have received an Order Delivered Notice.  But when I check with the Order Trace Record, there is no record shown, why?

Since after the courier gets the stock, it will take time to update the status.  We suggest to check it 8 hours after receiving the Order Delivered Notice

Q20: Cannot put the items to My Cart and displayHTTP Status 500?

Please go to [Check/Update Your Registered Info/Changing password ], check your address and make sure that all * items are filled with correct information. And type "submit".

Q21: Wait for a long time when I click My Cart."A timeout occurred" is displayed

Too many items are stored in your shopping cart. Please use WhatsApp or WeChat Or send email to [email protected] for fixing this problem.

Q22: How I can choose the "Self pickup" option if I live in Canada?

Please go to "Address Book" and press "Add" for adding new address with the details of Hong Kong (i.e. Buyoyo's office address or your hotel address in Hong Kong). The Self Pickup is applicable for the address in Hong Kong only.

Q23: Can I cancel an item ?

Yes. But, you need to pay the handling charge as follows:

Handling Charges Table

Q24: I mistakenly ordered the item twice; can I cancel this repeated item?

Please inform us within ONE working day. The item cancellation cannot be arranged if the product has been reserved in your order

Q25: Why I can not get the full refund for this repeated item ?

The full refund is not applicable for the client's cancellation, as we have paid the handling charge. Please refer to "Handling Charges Table" for the details of handling charge. Thus, please make sure the order quantity and amount is correct before submitting the order.

Q26: Two of Disc in "The Last Empress" Box set are defective, can I just return the defective items instead of full Box set?

Yes. Please return the defective items only and visit "Item Return Notice" for more details.

Q27 : How can I get free DVD, VCD, CD and others?

You only take part in "buyoyo.com referral plan" recommending friends to shop on website, then you can choose to get over 100,000 YoYo Cash and shop leisurely. 

For example, "A" is an existing buyoyo.com member, his login ID is "AA", "A" recommends "B" to be a member. "B" just needs to fill in "AA" in the field of "Referee", then, "B" can instantly be rewarded 1,000 YoYo Cash. 

Then, if B purchased a total value of $500 from buyoyo.com, both "A" and "B" can get 500 YoYo Cash from this scheme.  The more "B" buy, the more you get.

Q28 : Why can I know that the YoYo Cash earned from the Member Referral Program ?

You only need to login "My Bonus" click (Account Details), then you can see the details of YoYo Cash.

Q29:  If I have the email address account of your joint promotion partner, how can I get the privileges?

You only need to first-time registered as buyoyo.com member with the assigned e-mail address of our joint promotion partners, and then you can get the YoYo Cash

Q30: If I am the group member of tertiary institution, educational organization and government organization, making volume purchase, can I get any the discounted offer?

Yes, for more detail, please use WhatsApp or WeChat for fast reply. Or send email to [email protected].

Q31:If making purchase over an amount of HK$9,360 (US$ 1200) at one time, will you offer discount?

Yes, for more detail, please refer to https://www.buyoyo.com/biz

Contact Us:

If you have any other query on the delivery and charges, please use WhatsApp or WeChat for fast reply. Or send email to [email protected] or call us within office hours: +(852) 2566 5810