HK Pick Up Order and Delivery FAQ

Q1) What is 20 days of placement of an order?

According to Policy Manual section 5 part G, the Company will have the option of shipping a placed order to a Wellness Advocate if an order has not been picked up at Will Call within twenty (20) days of placement of an order. The Company will assess the costs of such shipment to the Wellness Advocate as if the order had been originally placed as an order to be shipped. The pickup period varies by Local Market. Please consult the Will Call Center in the Local Market from which the product was ordered. Details please refer to our Policy Manual page 6 Section 5 clause G.

Q2) Is it compulsory to provide shipping address when place order?

Yes. Member has to provide a default shipping address when place order.  If not, the registered address of Hong Kong members will be set as the shipping address. For GAC member, order will not be processed.

Q3) How to check or edit my default shipping address?

After logging in to Virtual Office, click “My office settings” underneath “Personal Info”, then you can check/edit your default shipping address.  Your order will be shipped to this address.  No amendment is allowed after the order is processed.

Q4) If I choose collect my order in person, when do I have to pick up my order the latest?

The order must be picked up within 20 days upon order is placed, otherwise, the order will be shipped to the default shipping address or member’s registered address.  Shipping rate will according to our standard local delivery service charge and to be paid by purchaser.

Q5) Can I authorize 3^rd party to pick up my order?

Yes. The authorized person needs to provide the purchaser’s membership ID number and last four digits of I.D. or date of birth to verify the identity. The authorized person will also have to provide his/her name and contact number.

Q6) Can I authorize a logistics company to pick up my order?

Yes. The logistics company needs to provide the purchaser’s membership ID number and last four digits of I.D. or date of birth to verify the identity. The authorized company will also have to provide its name and contact number.

Q7) I have several orders to be picked up all together. Can I schedule a time for pick up? How do I make an appointment for pickup?

If there are more than 5 orders, please fill in ‘Bulk Order Pick Up form’ and email to hongkongservice@doterra.com three working days before the expected collection date. We will reply to the email with a pick up reference number after your requested item(s) are available for pickup on the expected collection date.

Q8)  Can I combine my orders to save on shipping?

Yes. Please select "Pick Up" when placing an order and then notify us by email after completing the order process. We will flexibly deal with the orders sent out in combination.

Purchase email Template:

Theme: Contact Person+ Pick Up Day+ HK combined orders shipping

(Example: Chan Tai Man 11/20/2020 HK combined orders shipping)

Contact Name:
Contact Phone Number.: (Wechat / Whatsapp)
Delivery Address:

Membership Number: xxxx ( Date of Birth：dd/mm/yyyy / Last 4 digit of ID no.) Order Number: xxxxxxxx
Membership Number: xxxx ( Date of Birth：dd/mm/yyyy / Last 4 digit of ID no.) Order Number: xxxxxxxx
Membership Number: xxxx ( Date of Birth：dd/mm/yyyy / Last 4 digit of ID no.) Order Number: xxxxxxxx

Orders in total: xx

Receiver’s Name: Peter Chan
Shipping Address: (***in ENGLISH **)
Receiver’s Phone Number: XXXX XXXX (Please provide a phone number that can receive SMS online and anonymously)

*If you have any question, please contact us via Whatsapp / WeChat+852 66286806*

Q9) How do I know that the order via email has been confirmed and hot to obtain the order and shipping number?

We will reply to the email and provide the order number after the order has process.  For shipping number, please contact us to get the detail.

Q10) What is the shipping rate for OTG local delivery service?

For more details: https://media.doterra.com/hk-otg/en/flyers/shipping-information.pdf

For further detail regarding this policy, please contact us via:

Tel: +852 3197 6699

WeChat / WhatsApp: +852 6628 6806

Email: hongkongservice@doterra.com