 |
Customer Service
Ordering
Placing Order
When your order is placed on our website, you will see a "Thank You" page, which will have an online order confirmation number on it. This is a confirmation that your order has been successfully placed. Your order is then sent over to a secure connection to Kee Wah Bakery Online Shop. Your order will then be processed and shipped out within 1-2 business days. You will receive an email confirmation once your order has been downloaded and received at Kee Wah Bakery Online Shop. If there are any problems with your order, one of our customer service associates will contact you by phone or by email within 24 hours.
After you place an order, if there is no "Thank You" page appearing on your screen, or if you do not receive an “Order Confirmation” email within 24 hours of placing your order, please contact us at webmaster@keewah.us. Someone will respond within 24 hours.
Canceling Order
If your order has not already been processed, delivered, or is not already on its way to being delivered, we can easily cancel it; please contact our ordering department immediately at orders@keewah.us. If you order has already been processed and sent out for delivery, we will be unable to cancel it.
Payments
All payments will be settled in US$ by American Express, Visa or Mastercard, Kee Wah E-Gift Cerificate and Kee Wah Gift Certificates (all types); or, if preferred, by PAYPAL Express Check Out. We do not accept cash, money order, or other types of credit cards at the Kee Wah Bakery Online Shop. We will charge your credit card when your order is placed. Payment is subject to the approval of the financial institution issuing the credit card and Kee Wah Bakery Online Shop shall not be liable in any way if the financial institution refuses to accept or honor the charge for any reason. You are not entitled to withhold any payments for any reasons. Any deficiencies in the merchandise will be corrected in accordance with our Return & Exchange Policy.
PAYPAL Express Checkout customers: Please note that all orders will be shipped out only when PAYMENT CLEARED.
Sales Tax: our bakery products are exempt from sales tax.
Shipping Policy
Domestic Shipping (USA)
Our products are freshly made and shipped FOB Los Angeles, California, usually within 2 business days. We do not process orders on weekends, so orders placed on Friday usually shipped out on Monday (except for holiday).
Shipping charges are calculated when check out before credit card information is requested. Calculation is based on the quantity, weight and delivery address of your order. We offer UPS or Fedex (it’s solely at Kee Wah discretion to choose which one to use for the benefit of customers), and USPS Priority Shipping if order totaled weight not to exceed 5lbs. Transit time is normally within 5 business days (Mon-Fri), depending on destination.
Free Shipping items: Occasionally keewah.us offers certain “Free Shipping items”; keewah.us reserves the right to choose the carrier for the benefits of customers. “Free Shipping” is good for “ground” shipping only, expedited service is at additional charge.
Please note that all orders over $300 require a signature upon delivery.
International Shipping
www.keewah.us offers international shipping by USPS Express Airmail(EMS), USPS International Priority, and by FEDEX or UPS International Services (when available) to most of the international countries. You will see a complete list of countries when checking out. If you don’t find your country, please contact customerservice@keewah.us.
Calculating Your Order Cost in a Foreign Currency
All prices on our site are listed in US dollars, and charged in US dollars. The exact exchange rate that you will pay is determined by the bank that has issued your credit card, but in general it will match very closely with the going exchange rates. The following web page features a quick, easy, & free foreign exchange rate calculation using up-to-the-minute exchange rates:
XE.com - Foreign Exchange Rate Calculator.
Order Tracking
You will receive an email notice with your Order Tracking Number when your order is shipped. You may also log in to www.keewah.us and check your order status. Any questions, please contact us.
Return and Exchange
Returns or exchanges are only accepted within 7 calendar days of receipt, if the item(s) is damaged or shipped in error and in its original condition (unused and unopened), we will gladly refund the total cost of the merchandise. Before Returns or Exchanges can be initiated, you must contact our customer services department at customerservice@keewah.us to confirm the reason for the return or exchange or they will not be recognized. Please give us your information and order confirmation number in order to process. After a return or exchange is recognized, you will be given a RA# (Return Authorization Number) and instructed to ship the merchandise to the following address. If no Authorization Number is obtained before returning the merchandise, your return or exchange will be denied and no credit will be issued. Sorry, we do not accept return or exchange on International orders and customized orders.
Attn: Returns Department
Kee Wah Corporation
729 West Garvey Avenue
Monterey Park, CA 91754
U.S.A.
Product Life Span
Most of our online products are made to order and we try our best to keep the freshness of our pastries as they are shipped. In most cases, we encourage our customers to consume within 7 days after receipt. On Mooncakes, due to its special ingredients, you may keep them without refrigeration up to 3 weeks. Otherwise, refrigeration is highly recommended for a longer preservation on all products.
Privacy Policy
How do we use the information collected
In order to process your order efficiently, we collect the following information: name, billing and shipping address, e-mail address, phone number, credit card information and IP address. Keewah.us uses the information to better understand your needs, provide you with better service, to help you complete a transaction, to respond to you, and to update you on services and benefits.
Information Sharing
Keewah.us does not give, sell, rent, or lease your personally identifiable information to any other party, except to those of our employees and agents who we rely on to handle this information on our behalf, i.e., for the purpose of fulfilling an order transaction.
Links to other websites
Keewah.us may contain hyperlinks to other sites. Those other websites are not under any of our control and have their own privacy. You should review those policies when visiting such websites. The links to those websites, if any, are provided solely for convenience and information purposes. Keewah.us has no obligation to provide those linked websites.
Note: Prices are subject to change without notice
Legal Notice
All content on this site, including, but not limited to: informational content, graphic images, and program code such as htmls and java scripts are the copyrighted material of Kee Wah Corporation, Los Angeles, Kee Wah Bakery Limited (HK), and Kee Wah San Jose Inc (all namely KEE WAH), and may not be reproduced in any manner without the expressed written consent of KEE WAH.
All prices listed are accurate to the best of our ability. In the rare case an item is listed incorrectly, www.keewah.us reserves the right to refuse to sell the item at the listed price. All pricing listed on www.keewah.us are not guaranteed the same price offered at retails. All prices are subject to change without notice.
Please note that upon placing an order, a receipt is automatically emailed confirming the purchase summary. This receipt does not constitute a contract, and orders may be canceled at any time due to insufficient stock, inability to authorize a credit card, suspicion of fraudulent intent, discovery of an incorrect item price, or any other reason, as we see fit. Please further note that www.keewah.us shall have the right to refuse or cancel any such orders whether or not your credit card has been charged. If your credit card has already been charged and your order is canceled, www.keewah.us shall issue a credit to your credit card account in the amount of the incorrect price.
Security
All transactions submitted to us are encrypted with 128 bit SSL security and cannot be intercepted by outside parties, guaranteed! When your browser is in secure mode, you will notice a lock icon at the bottom of the browser; so rest assured!
Gift Certificates (All Types)
Kee Wah Gift Certificates or Wedding Coupons (all regions)
www.keewah.us accepts all kinds of Kee Wah Gift Certificates or Wedding Coupons issued in Hong Kong, Taiwan, China or United States. Face value will be determined based on the types of coupon/certificates. www.keewah.us is abided by the Coupon Policy of Hong Kong Kee Wah Bakery Limited (the mother company). Gift Certificates can only be applied towards purchases, customers are responsible for shipping and handling charges. “Expired” cards/coupons cannot be accepted, no exceptions.
Please follow these instructions when using Gift Certificates online.
- Choose your favorite items into the shopping cart and proceed to check-out.
- Complete all required information as a regular transaction.
- Print out two(2) copies of the final "Confirmation Page" with the Order Number on your invoice. Keep one for your record and mail one to the following address along with the ORIGINAL Gift Certificate(s).
Please send to:
Kee Wah Corporation
729 West Garvey Avenue
Monterey Park, CA 91754
U.S.A.
Attn: Inward Coupons Dept.
- Upon receiving your invoice copy and the Original Certificate, we will credit the Face Value amount (Face Value is determined by Kee Wah Bakery Ltd. Hong Kong) of the certificate back to your credit card, according to the Order Number on your invoice. Credit will appear on your credit card statement within 1-2 billing cycles.
Important: We strongly recommend using Certified Mail or equivalent when mailing the invoice and the Original Gift Certificate. Kee Wah Corp. will not be responsible for any mail lost. Should you have any question, please contact us.
E-Gift Certificate instructions
www.keewah.us now offers a virtual Gift Card, the E-Gift Certificate. E-Gift Certificate is only valid ONLINE at www.keewah.us. Retail stores do not accept E-Gift Certificate. It’s available in nominations of $38, $88, $128, $168 and $208. It can be used towards the entire amount of the order, including shipping and handling.
How it works?
- add E-Gift into cart and check out like regular product
- www.keewah.us will email you an E-Gift code after payment is approved.
- email/forward the code to your gift recipient as desired
- gift recipient will need to enter the code on checkout page as a payment option. The order amount will be deducted from the E-Gift value, the remaining value can be used towards next purchase. If order amount exceeds E-Gift value, a credit card is needed to complete the check out process.
Note: please keep CODE safely and do not disclose to anyone else other than the gift recipient; www.keewah.us is not responsible for code lost.
Please contact us if any questions. For technical problems, please contact webmaster@keewah.us.
Contact Us
Kee Wah Corporation, Los Angeles (Southern California)
Customer Service: customerservice@keewah.us
Order Department: orders@keewah.us
General Questions: customerservice@keewah.us
Website Technical Problems: webmaster@keewah.us
Mailing Address:
Kee Wah Corporation
729 West Garvey Avenue
Monterey Park, Ca 91754
Phone: 1-626-281-2680 (hours: 9:30am – 7:30pm PST)
Fax: 1-626-281-0660
Questions regarding Kee Wah in Hong Kong, Taiwan, China, or other locations, please email to tellme@kee-wah.com.hk.
Questions regarding Kee Wah San Jose Inc (Northern California area), please call 1-408-956-8999. |
|
 |
