FAQ



─ About membership information ─


 Q1.  How can I join the membership?

If this is your first time shopping at Kanpai Mart or have not registered as a Kanpai Group member, click on “Login” button -> “Sign in” and fill in your relevant information to become a Kanpai Group member.

Once you are done adding all the products to the shopping cart, click on “shopping cart” and click “First time checkout” and fill in your purchasing information to register as a Kanpai Group member during checkout procedure.

Q2.  Forgot your password?

Click on the “Forgot your password?” below the login page, enter the mobile phone number or Email address and click “Reset my password”. The system will send you a password notification letter. Click the link in the letter to reset the password.

Q3.  How do I manage my account information and password?

Once you are logged in, click on “My account”-> Profile , and you may view or change your account information including the email address, password, recipient name, mobile number, shipping address and etc.

 

 About product information 


Q1.  How do I find the product I am looking for?

Go to the search box on the upper right corner of the web page and enter keywords to search for a product. If you can not find the product you are looking for, the product may be out of stock, temporarily suspended for sale, or entered the wrong keywords. You may also contact the customer service by email inquiry.

Q2.  Is there a trial period for the products I purchased?

According to the “ The Regulations on Reasonable Matters as Exceptions to Rescind the Distance Sales”, our product falls under Our product are exceptions referred in Paragraph 1, Article 19 of the Act shall mean the right to rescind the distance sales is not applicable under the circumstances of the first reasonable matter of Article 2: “The supply of goods which are liable to deteriorate, with fairly short shelf life, or expire rapidly at the time to rescind the contract”. Therefore our products do not offer a 7-day trial period.

Q3.  How do I check the status of my order?

After logging in to the account, click on My account --> Order status to check on the status.

Q4.  Can I request a customize product specification such as further processing, volume-up, thickening, and repackaging?

The specifications we offer for each product are based on the nature of each product. 

We are unable to provide customized product.

Q5.   What should I do if I would like to place an order with a large quantity?

You can email or call the customer service for your query. A customer service personnel will assist you accordingly.

Q6.  Will there be any exclusive products and discounts?

Kanpai Mart will offer occasional sales promotion on selected products or exclusive products.

Q7.  What should I do if I want to return or exchange a product?

Please refer to the Return Policy to ensure that your return meets the criteria stated. Once you have confirmed your return meets the criteria of the Return Policy, please send an email with the order number, reason for return or exchange, and your contact information. You may also call the customer service for assistant.

 

 About payment and invoice 


Q1.  What payment methods are available?

Credit card (VISA, MASTER, JCB).

ATM virtual code (Payments must be done within 1 day).

Q2.  How do I check the payment information of my orders?

After logging in to the account, click on My account --> Order status to check on the payment information.

Q3.  Where can I find my shopping points?

After logging in to the account, click on My account --> My shopping points to find your shopping points.

Q4.  How do I check the status of my invoice?

After logging in to the account, click on My account --> Order Status to check the status of the invoice.

Q5.   About issuance, inquiry, printing, reissue of Duplicate Uniform Electronic Invoice and Triplicate Uniform Electronic Invoice.

Please refer to the shopping instructions → "Issuing invoice" in the FAQ section “about payments and invoices”.


─ About Shipping 


Q1.  How do I get free shipping for my orders?

Products with different storage temperature will be calculated separately with the following rate. (The NTD rates listed below includes tax)

Room Temperature products: Free shipping on orders over $1,500 NTD

Refrigerated products: Free shipping on orders over $3,000 NTD

Frozen products: Free shipping on orders over $3,000 NTD

Q2.  When will I receive my order after the payment is completed?

The delivery date is approximately 4 working days after the payment is completed. Except on Saturday, Sunday, national holidays, bridge holidays, or in the event of natural disaster and force majeure, the delivery date will be extended to the following day. The delivery time will base on delivery service provider’s delivery schedule.

Q3.  Can I pick up the order at one of Kanpai restaurant?

We currently do not provide self pick-up service at our restaurants.

Q4.  How do I check the delivery status of my order?

After logging in to the account, click on My account --> Order Status to track the status of delivery.

Q5.  Do you provide delivery service for outlying islands?

Yes, Penghu, Kinmen and Matsu.

*Delivery service is not provided to the following destinations:

Yilan County-Diaoyutai Islands (All), Kaohsiung City-Dongsha (All), Nansha (All), Penghu County-Magong (Hujing Island, Tuanpan Island), Wang'an (All), Qimei (All), Baisha (Okura) Island, Yuanbei Island, Bird Island, Jibei Island), Jinmen County-Lieyu Island (Bold Island, Erdan Island), Wuqiu (all), Taitung County-Lanyu (all).

 Q6.  How do I get free gift with purchase or free shipping during special offer for my orders?

Free gift with purchase: the total of your order after sales discount and Kanpai Point are redeemed is over the target amount of each campaign.

If your order meets the criteria of each campaign, you can get free gift or free shipping for your order.