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FAQ

Membership

  1. Do I need to register as a member before shopping?
    Not at all. You can proceed to checkout without member registration.
    Be our eShop member, you can save your personal information and would speed up your next purchase.

  2. What kind of information is needed for registration?
    Becoming our member is simple! Just input your name and email address for registration.

Ocean Park SmartFun Annual Pass Members, InFUNity Pass Holders and Water World GO SPLASH Annual Membership Member

    1. What benefit do “SmartFun” members, InFUNity Pass Holders and Water World Go SPLASH members enjoy?
      “SmartFun” members: Within the membership period, SmartFun members can enjoy 10% off at eShop by completing the eShop membership registration and applying a valid PROMO CODE at checkout (valid till 31 December 2022).
      InFUNity Pass Holders: Within membership period, members can enjoy 10% off at eShop by completing the eShop membership registration and apply a valid PROMO CODE at checkout.

      Promo Codes are sent to the registered email address of our SmartFun members and InFUNity Pass Holders.
      SmartFun members can also login to your SmartFun Online Account to check your code there.

      Water World GO SPLASH members: Within the membership period, GO SPLASH members can enjoy 10% off at eShop by completing the eShop membership registration and applying a valid PROMO CODE at checkout (valid till 31 December 2022).

      Promo code is listed on the Terms & Conditions of the GO SPLASH Membership Tickets, or members can also login to your Online Account to check your code there.

      If members would need to re-apply for a PROMO CODE, please click HERE to provide relevant information, and our Personal Shoppers will get back to you within 2 working days.

    Products and Promotions

    1. Can I buy products that are not featured in the eShop ?
      Sure! Just contact us and our Personal Shoppers would get back to you shortly!

    2. Is the eShop promotion different from the Park souvenir shops?
      Yes, some promotions might be different. We provide different promotions for in-Park guests and online shoppers.

    Orders

    1. What kind of payment method do you accept?
      We accept online payment with AlipayHK, VISA and MASTERCARD. If you wish to pay by other payments, please contact our Personal Shoppers for more details.

    2. How do I know the order is successful?
      You will receive a confirmation email with the order details.

    3. Can I modify the order?
      Once the order is marked ”confirmed”, the order cannot be modified.

    4. What if my order is duplicated?
      Please contact our Personal Shoppers through email (eshop@oceanpark.com.hk) by providing your order confirmation number as soon as possible.

    5. I do not receive any order confirmation email. What should I do?
      If your order is successfully paid, the confirmation email will be sent out within 24 hours after the order is placed. Please contact our Personal Shoppers if otherwise.

    6. How do I track my order information?
      You can login with your membership information and the order status is in “Orders”. For non-member, you can track the details through the confirmation email by clicking the link “View Order”.
      For all delivery services, after SF Express has picked up the order from us, you will receive a shipping confirmation email with a SF Express tracking number. With a SF Express tracking number, you can track & trace your order here


    Shipping

    1. Which courier service does Ocean Park Official eShop use for delivery?
      We commissioned “SF Express” for delivery. If you want to know the delivery status of your order, you can further inquire through their company service hotline or website.
      Courier: SF Express
      Hotline: +852 2730 0273
      Website: https://www.sf-express.com/hk/en/

    2. What is the delivery charge?
      For delivery service, the charge is HK$50 per order. 
      However, we are offering free shipping offer from time to time, check here for details.

    3. How long does it take to get my products after placing the order?
      For delivery, it usually takes around 7 days. You can track the delivery status through “SF express” service hotline or website with the tracking number.

    4. Do you offer oversea shipping?
      Our eShop currently handles local orders. For international order, you may contact our Personal Shoppers.

    Exchange policy

    1. How to exchange if the products are found damaged?
      Product exchange may be arranged provided that guests provide the product photos and the order confirmation details through email (eshop@oceanpark.com.hk) within 7 days upon receipt of merchandise. Please refer to our Exchange or Return Policy for details.

    2. What if the products I received is not the product I ordered?
      If the product received is not what you have ordered, please keep the product with the original packaging and contact us through email (eshop@oceanpark.com.hk) and provide product photos and order confirmation details within 7 days upon receipt of merchandise.

    3. Can I refund my purchase?
      Unfortunately, refunds are not accepted.

    Customer Service 

    You are welcome to contact our Personal Shoppers via WhatsApp +852 5245 6249 +852 5216 3519 or email (eshop@oceanpark.com.hk) us for more details. The operating hours of our Personal Shoppers are daily from 9 am – 6pm.