FAQ
If you need assistance with your order or have questions about our products, our team is happy to help. If the information below does not address your concern, please contact us at support@richbayofficial.com and we will respond as soon as possible during business hours.
Orders & Payment
Can I update or cancel my order?
Orders move quickly into processing after checkout. For this reason, we cannot guarantee modifications or cancellations. If you need help, email support@richbayofficial.com immediately and include your order number.
I didn’t receive an order confirmation. What should I do?
A confirmation email is automatically sent after purchase. If you do not see it:
• Check your spam or junk folder
• Confirm that the email address entered at checkout was correct
If the issue continues, contact support@richbayofficial.com and we will verify your order.
Do I need an account to place an order?
No account is required. You may check out as a guest. Creating an account allows you to:
• View previous orders
• Save shipping information
• Manage your details more easily
What payment methods are accepted?
We accept major credit and debit cards, along with additional payment options shown during checkout. Available methods may vary depending on your location.
Can I combine discount codes?
Unless otherwise stated in a promotion:
• Only one code may be used per order
• Discount codes cannot be applied after checkout
• Promotions may include exclusions or expiration dates
Shipping & Delivery
How long does processing take?
Orders are generally processed within 1–3 business days, excluding weekends and holidays. Shipping timelines depend on your destination and selected delivery method.
How will I know when my order ships?
You will receive a shipping confirmation email once your order has been dispatched. If tracking is available, it will be included. Tracking updates may take 24–48 hours to activate.
Do you ship internationally?
Yes, we ship to many countries worldwide. If your country does not appear during checkout, please contact support@richbayofficial.com and we will check availability.
Are customs duties included?
International shipments may be subject to duties, taxes, or import fees determined by your country. These charges are not included in your order total and are the responsibility of the recipient.
What if my order is delayed?
Occasional delays may occur due to carrier disruptions, weather conditions, or customs inspections. If your tracking shows unusual delays, email support@richbayofficial.com with your order number and we will assist.
My tracking says delivered, but I haven’t received it.
Please check around your delivery area, with neighbors, household members, or your building management. If the package cannot be located, contact the shipping carrier directly. You may also reach out to support@richbayofficial.com for guidance.
Returns & Refunds
What is your return window?
We accept returns within 30 days of delivery for eligible products that are:
• Unused
• Unopened
• In original packaging
Please review our return guidelines before sending items back.
Can opened items be returned?
For hygiene and quality assurance reasons, opened or used items are not eligible for return unless they arrive damaged or defective.
What if I receive a damaged or incorrect product?
Please contact support@richbayofficial.com within 7 days of delivery. Include your order number and clear photos of both the item and packaging so we can review your case promptly.
When will my refund be processed?
Once your return is received and approved, the refund will be issued to the original payment method. Processing times may take 5–10 business days depending on your financial institution.
Product Information & Care
Are Richbay products safe for everyday use?
Our home products are designed for practical household use when used as intended. Always review product descriptions and care instructions prior to use.
What materials are used in your products?
Depending on the item, materials may include ceramic, glass, wood, metal, fabric, plastic, or composite materials. Detailed specifications are listed on each product page. For clarification, contact support@richbayofficial.com with the product name.
Is it normal for new products to have a slight scent?
Certain materials such as fabric, foam, rubber, or sealed packaging may have a mild scent when first opened. This is temporary and typically fades after airing the product in a well-ventilated space for 24–72 hours.
How should I care for my items?
Care instructions vary by product. General recommendations include:
• Clean gently with a soft cloth
• Avoid harsh or abrasive chemicals unless specified
• Keep away from excessive moisture or heat
• Follow any instructions included with the item
Customer Support
How can I contact Richbay?
For assistance, please email:
support@richbayofficial.com
How quickly will I receive a response?
We aim to respond within 1–2 business days. Response times may vary during weekends, holidays, or high-volume periods.
Company Information
Rich Bay International Trading Limited
Room A1, 7/F, Block A
Hong Kong Industrial Centre
No. 489–491 Castle Peak Road
Kowloon, Hong Kong