Order Queries

  1. Can I place an order over the phone or by email?

  2. Yes, we accept phone orders and mail orders for all dry grocery products. Please contact our Flagship store in Richmond, British Columbia or our store in Markham, Ontario. How do I place and pay for my order? If you wish to place your order by email please contact us at info@kuohua.ca.

  3. Is Kuohua’s full range products available to purchase online?

  4. We have made as many of our best-selling items available for you to review online to order. We try to display most of our items online so that customers are aware that the product is available in store.

    All of the products shown in our catalogue will be subject to stock availability.

  5. How long will my order take to arrive?

  6. Please allow up to 5 business days to process your order. Canada order can take up to 10 business (Monday – Friday) days to be delivered through Post Canada, but should usually arrive in 3-5 business days. Tracking detail will be provided once the parcel is dispatched.

    We are not always able to track your order at every stage of delivery but we can try and track your order for you should you encounter any delays. You can contact our customer service team at info@kuohua.ca, we will aim to respond promptly to confirm your order status.

  7. How do I pay for my order?

  8. We accept both credit card and direct deposit payment for purchase done online. Please ensure that the billing address of the card used matches the delivery address as a negative match may result in the transaction being declined.

  9. Why was my card declined?

  10. Your card can be declined for many reasons, the most common of which are listed below:

    • The address does not match the address on the bank records.
    • The postal code does not match the bank records.
    • The card number has been entered incorrectly.
    • The card security number or CVS number has been entered incorrectly.
    • The card type that you are using is not accepted by us.

    Unfortunately we have no control over the authorization process. If the card continues to be declined, please contact your bank who should be able to provide the exact reasons for this.

    Your card is not charged when it is declined.

  11. What is Kuohua’s returns policy?

  12. We hope you will be pleased with your purchase. Should you wish to return anything purchased from us, we will be happy to refund or exchange a product provided it is in a fully resalable condition. Returns should be made within a reasonable time ( usually 15 days ) and in the original, undamaged packaging. If we find that product has not been returned to us in a fully resalable condition, we reserve the right to refuse a refund on the item.

    Please contact our customer service at info@kuohua.ca or contact our stores for return or refund details.