FREQUENTLY ASKED QUESTIONS

Browse product
- Visit our website to view our products
Order online
- Add items to the shopping cart, and select delivery or pick-up services
Scheduling
- Choose an available date for your order if you prefer home delivery and office parcel delivery up to 30 days in advance. If you select merchandise pick-up or / pick-up services, the system will automatically schedule the earliest pick-up date.
Online Payment / Bank Transfer
- Confirm the amount and pay securely with Visa, MasterCard & American Express. Bank transfer is also accepted.
Order confirmation
- Upon successful payment, a confirmation email will be sent to the registered email address.

Yes, registration is required before placing any order through this website. During the registration:
You must provide us with accurate, complete and up to date registration information;
You must safeguard your username and password;
We assume that any person using the site with your username and password is either your or is authorized to act for you;
The company has the absolute discretion to refuse registration of a potential customer and to terminate the registration of any customer for any reason whatsoever
You must inform us immediately of any changes to the information that you provided so that we can communicate with your effectively. In the event that your account is not used for a specific period (currently 3 years), we will, for your own and our protection, deem your account to be no longer in use, and we will deactivate your account and all your accumulated points and/or e-vouchers will be forfeited (where applicable)
You will need to reapply for aa news account if you wish to make further purchase at our website.

Visa card with Verified by VISA or MasterCard with MasterCard ^® SecureCode, American Express is accepted.

There are a number of reasons for credit transactions being rejected. The most common one is due to failure in transaction authentication during online payment process. Please kindly contact your issuing bank and ensure that your card is registered with Verified by VISA (VBV)/MasterCard^®SecureCode (MSC).

We follow strict security procedures when storing your personal information to prevent unauthorized access. No credit card details are stored in our website. Please read our privacy policy here.

Home delivery can be providing for online order at a reasonable price. Self Pick-up locker or available for Office Parcel Delivery Service and both services are with lower service charge. The store pick-up service is now available, your order can be picked up in our office (Hong Kong Science and Technology Park) without charge.

We currently offer delivery service to Hong Kong Island, Kowloon, New Territories, and selected outlying islands including Ma Wan, Tung Chung, Discovery Bay, Cheung Chau, Lantau Island, Lamma Island, Peng Chau.
We also offer delivery service countries which are covered by SF Express.

Please note that from time to time there may be free delivery services offered as a promotion which may or may not be applicable for the Marketplace.

Leadtime do vary, but typically the lead times for the delivery services are between 4-14 days to Hong Kong.

If you purchase through the Marketplace, you can pick up your order free of charge at our office (Units 335-337, Building 1E, Hong Kong Science Park, N.T.)

The available time slots and date in 30 days would be provided before settling the payment. For office pick-up, the earliest pick-up date will be arranged automatically by system.
- - If the schedule of the web order has not been provided, we will contact customer for scheduling the delivery and assembly (if applicable) via phone or email within 3 days from the date of purchase.

Once online order is confirmed, it is NOT POSSIBLE to:
- - Change the delivery method
  - Combine the delivery with any other purchases from online or store
  - Add new items and services to the original order
If you would like to change the delivery method or add new items and services, please contact us to cancel the original order and place a new order via the website. Refund would be settled within 10 days. Refund shall always be done through the same payment method as you purchased. If you paid by credit card, refunds will be processed to the original credit card.
If you would like to reschedule the order, please email info@neuroncloud.ai 3 days prior to the delivery day, otherwise HK$200 will be charged as administrative fee.
If you would like to amend the order (partial or full cancellation) on items or services), the delivery must be rescheduled (normally to a later date).

Such function is not available yet. However, once you completing the payment, you should receive the following documents sent from our system:

1. 1. Order confirmation: when the payment received and order generated successfully.
  2. Delivery confirmation: informing the expected delivery/pick up date within 3 days since receive the order confirmation.
  3. Invoice: when the order was ready for delivery, certificate for product guarantee and return.

In addition, an additional SMS will be sent to you before the delivery, or when your order has arrived at the pick-up point.

If the product items have defected or are damaged upon arrival, please contact us by email info@neuroncloud.ai (9:00 am – 6:00 pm). We will endeavour to respond within 24 hours.