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    Contact customer service for order status and other after-sales issues.

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FAQ


Shopping FAQs


1. What should I do if I have trouble logging in?

Please follow these instructions:
Check your login details. Your login username is the email address you used for registration.
If you have forgotten your password, please select the “Forgot your password?” option on the Sign In page. Complete the information regarding your registration details and select the “Reset your password” option.
Please make sure that your web browser accepts cookies.
The Rosewholesale.com website may be undergoing system maintenance. If so, please wait 30 minutes and try again.
If you are still unable to access your account, you can contact our Customer Service Department at support.Rosewholesale.com and indicate the problem. We will assign a new password for you and you can change it once you log in.

2. Can I get a discount if I make a larger order?
Yes, the more pieces you purchase, the higher the discount. For example, if you buy 10 pieces, you will obtain a 5% discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact our Sales Department on service@hcforever.com  and provide the following information:
- The product(s) that you are interested in
- The exact order quantity for each product
- Your desired timeframe
- Any special packing instructions, e.g. bulk packing without product boxes
Our Sales Department will reply to you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece.

3. What should I do if I want to add or remove the items in the cart?
Please sign into your Hcforever account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the “Remove” button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the “Qty” column.

Payment FAQs
1. What is PayPal?
PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used at Hcforever.com to purchase items by Credit Card (Visa, Mastercard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). Hcforever cannot see your card number as it is securely encrypted through PayPal’s server. This limits the risk of unauthorized use and access.

2. After making a payment, can I change my billing or shipping information?
Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service
Department at support.Rosewholesale.com as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

3. How do I know if my payment has been received?
Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit Hcforever .com and log into your customer account to check the order status at any time. If Hcforever has received payment, the order status will show “Processing”.

4. Do you provide an invoice?
Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.

5. Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?
Yes, absolutely. For your convenience, we also accept the following payment methods: Wire transfer, T/T, and Western Union. Please contact service@hcforever.com with your request or sales enquiry. We will respond to your email query within 1 working day.

Shipping FAQs
1. How do I change the shipping method?
Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Service Department at support. Hcforever.com. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.

2. How do I change my shipping address?
In the event that you wish to change the shipping address after placing an order, please contact our Customer Service Department at support. Hcforever.com as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

3. When will I receive my items after I place an order?
The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.

4. Do you ship to my country and what are the shipping rates?
We ship worldwide. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping weight for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers.

5. Why is the shipping cost on some items so expensive?
The delivery cost depends on the shipping method that is selected, along with the shipping time and the destination country. For example, if the shipping cost between UPS and FedEx is 10 US dollars, our advice is to choose which option best meets your individual needs, based on price and shipping time.

6. Does the product price include the shipping price?
The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.

7. How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

8. How do I track my order?
Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.

9. Why is my tracking number invalid?
The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
We would advise you to contact our dedicated Customer Service Department at support. Hcforever.com and provide them with your Rosewholesale order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.

10. If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer’s responsibility to clear customs and pay the relevant Customs duties. Hcforever do not add taxes, VAT, duty, or any other hidden charges.

11. On the package, why do you declare a lower price for my order?
Different countries will have different import regulations. If the amount declared on the package is over a certain amount, it is possible that you will have to go to your local Customs office personally and be subject to import tax. Depending on the amount declared, this can be quite high. In order to protect you from these additional fees and to save you a trip to the Customs office, we will declare the package contents at a lower, more suitable level. The specific value declared is based on the specific import regulations of your country, the actual value of your order as well as the type and quantity of the products you have purchased.
When you tick the check box of our Sales Terms before placing your order, you are agreeing to a lower value declaration. We are still able to declare your order at its actual (full) value if you wish. Please note that this can only be done if you explicitly and clearly indicate your wish by emailing us before we dispatch your package – usually we have a handling period of 3 working days. However, if you are taxed due to the higher declared value of the order, it will be your responsibility to clear the goods from Customs and pay for all import duties and related expenses.
Please note that, under these circumstances, if there is an exchange or refund involved, any additional expenses will not be refunded by us.

12. If my items are detained by Customs, who is responsible for clearance of the items?
If the items are detained by Customs, the buyer is responsible for clearance of the items.

13. If a large order is delivered from China to my country, will Customs inspect my order?
Yes, this is possible. We suggest you can divide your orders into several smaller packages, which can then be shipped on different days to avoid possible seizure.

14. What if my parcel is seized by Customs?
If your items cannot be cleared through Customs, you will need to provide us with a letter authorized by Customs clearly stating why they seized it. You will then apply for a partial refund.

15. After payment has cleared, how long do I wait until my order is sent out?
Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.