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System Requirements
1. What devices can I use to make orders?
A: You may access the online ordering website through any internet connected devices including desktop computers, mobile phones or tablets.
2. What are the system requirements for the devices, such as browser version?
A: We recommend the following setting for the best experience:
- Browser: Internet Explorer 11/ Chrome 31 / Firefox 27 / Safari 7 or above
- Recommended screen resolution: 1024x768
- Javascript and Cookies turned on
3. Can I use 2 or more browsers to make orders at the same time?
A: Only one member account session can be active at anytime. If you login with the same account on another device, the original session will be ended.
4. Can I make orders using sen-ryo’s mobile app?
A: Online Ordering service is not available on the mobile app.
Payment Security
1. Is it safe to order on the website?
A: It is safe to shop on the website. In order to provide a safe and trustworthy environment for online shopping, sen-ryo has used Secure Socket Layer (SSL). All personal information including your credit card number, name, email address and phone number would undergone encryption before transmitting through internet, to protect your information from reading by unauthorised third party during transmission.
2. Will my credit card info and security code be stored in the website?
A: Other than the information of the order, all your credit card info and security code which you inputted will be sent automatically to the card-issuing bank for verification and authorization. Due to security purposes, we will not store these information.
3. What is "Verified By Visa", "MasterCard SecureCode" or “American Express SafeKey”? Is it a must to register for it?
A: Verified by Visa, MasterCard SecureCode and American Express SafeKey are the secure online payment services that provide you with a personal password for your payment card, giving you added assurance that only you can use your cards to make purchase over the Internet. Some banks require Verified by Visa or MasterCard SecureCode to authenticate your identity before processing the transaction.
4. How do I activate "Verified By Visa" “MasterCard SecureCode” or “American Express SafeKey”?
A: Please visit your Visa or MasterCard issue’s website for details. If you have an American Express account, you are automatically registered for American Express SafeKey.
Online Order
1. I am not a sen-ryo member. Can I still order online?
A: This service is available to sen-ryo member and non-member.
2. I am under 18. Can I still order online?
A: You need to be at least 18 years old to use this service.
3. Which stores offer online ordering service?
A: All sen-ryo stores in Hong Kong offer online order pick up.
4. What is the operation hours for online ordering?
A: Daily available pickup time is from 11:30am to 10:00pm. Same day order needs to be completed at least 1 hour prior to your planned pick up time.
5. What credit cards can I use for payment?
A: Online Ordering accepts VISA, MasterCard or American Express for payment.
6. During payment, my credit card did not get approved by the bank. What can I do?
A: You may check your order status under "Cart" to confirm whether the payment has been successful. If you have any questions, please contact your card issuing bank directly.
7. During payment, the screen stays at the payment process and has no response. What can I do?
A: Please contact your card issuing bank directly.
8. If I do not pick up the order, will I still be charged?
A: Once the order is completed on the website, your credit card will be charged.
9. Can I use sen-ryo’s coupons when making orders online?
A: sen-ryo member may use your sen-ryo Points for payment, but we do not accept sen-ryo’s coupons.
10. Can I use my sen-ryo Points for payment?
A: Yes, sen-ryo member can select the amount of points in blocks of 20.
11. I have completed my order but did not receive the confirmation email. What can I do?
A: Please try one of the following:
- Check the junk mailbox in your email
- Or call sen-ryo Hotline
12. Is there any additional charges for online ordering?
A: No, there will be no additional charges.
13. Will I get an official receipt for my order?
A: Yes, you may ask for an official receipt when you pick up your order at the store.
14. Do you provide delivery services for my orders?
A: No, we do not offer delivery service for online orders. You may select one of the sen-ryo stores in Hong Kong to pick up your order.
15. How do I check my orders?
A: Check your email to see if you have received our order confirmation
Order Pickup
1. How do I pick up my order?
A: Please bring along your order confirmation to the pickup store to pick up your order.
2. Can I ask someone else to pick up the order for me?
A: Anyone who picks up the orders with a valid pickup order and barcode will be deemed your authorized representative.
3. Can the order be picked up at any of the sen-ryo store?
A: No, you may only pickup your order at the store you selected on your order.
4. If I missed my order pickup time, can I still pick up later?
A: If the order is not being picked up within 4 hours from the selected pickup time specified on the order, the order will be deemed forfeited and no refund will be made.
5. Do I have to print out the order confirmation to pick up?
A: You will have to display the order pickup barcode in order to pick up.
Change Order
1. Can I change my pickup store, pickup date/time or the items in my order?
A: Order cannot be changed. If you need additional items, please create a new order.
2. Can I cancel my order or ask for a refund?
A: Once the order is confirmed, the order cannot be cancelled.
3. What happens when the weather condition is bad?
A: If the stores are still in operation, the order will still be valid.
Members Enquiry
1. What if I forgot my sen-ryo member login password?
A: You may use the "Forget Password" function to reset your password. The new password will be sent to your registered email address in about 10 minutes.
2. I did not receive my new password. Why?
A: You may check if the password email has been dropped to the junk mailbox of your email.
3. Will I earn sen-ryo Points for my online orders?
A: Yes, you will earn sen-ryo Points. The points will be credited to your sen-ryo member account in 5 working days.
4. Can I use my birthday offer for online orders?
A: Birthday offer does not apply to online orders.
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