FAQ

Frequently Asked Questions about Membership

Q1. How do I become a member?

Please click on the "Register/Login" option at the top right of the webpage, then select "Register" and fill in your basic member information to complete the membership process.

Q2. How do I complete the CZT member verification?

If you are a CZT member, please send a scanned copy or photo of your CZT certificate to [email protected]. After verification and confirmation of your identity, the system will send you a confirmation email. Receiving the confirmation email signifies that your CZT membership verification is complete. Please be patient while waiting for the confirmation email, as identity verification takes some time. Thank you!

Q3. What should I do if I forget my membership account?

Please contact us by letter or phone, and a dedicated person will assist you.
Email: [email protected]
Contact number: (02)2351-1566
Service hours: Monday to Friday, 10:00 AM to 5:00 PM (Closed on public holidays)

Q4. What should I do if I forget my password?

If you forget your password, please click "Forgot Password?" when logging in and enter the email address you used during registration. The system will then send a "Password Reset Notification" to your email address. After receiving the notification, click the link in the email to reset your password.
If you find that you have not received a system notification email after entering your email address, please double-check that your email information is correct, or contact us by email for assistance.

Q5. How to use [Shopping Credits]?

Shopping credit usage:

1. It can be used to offset the cost of the purchase at checkout.
2. No invoice will be provided for the amount deducted using shopping credit.

Shopping credit period:

1. If the refunded shopping credit is for an order, there is no expiration date.
2. If the shopping credit is for a special event, the validity period is subject to the event rules.

Each member account has a "My Shopping Credits" menu, which is equivalent to the member's online account. Member account numbers and passwords are personal privacy and are for the member's personal use only. They may not be lent, transferred, or shared with others.

Q6. How do I change my personal information and password?

• Edit profile:
  Please log in to your account and go to "My Account → My Account Information" to change your password, contact number, mailing address, etc.
  
  
• Change login account (E-mail):
  Please contact us directly at [email protected] and provide the email address you wish to change.

Q7. Why do I often fail to receive order confirmation emails and other notifications from Good Heart Food?

The emails may have been lost because they went directly to the spam folder. You can add the Good Heart Art email address ([email protected]) to your address book, or refer to the following settings to avoid missing orders and other notification emails from Good Heart Art.

Below are the email addresses and settings used by most members. If you are not using one of the email addresses listed below, please follow the settings instructions for your email address.

• Gmail: Find the email in the "Spam" folder, open the "Good Heart" email, click the "This is not spam" button, or click "Add to Contacts".
• Yahoo Mail: Find the email in the "Yahoo Spam Message Box", open the "Good Heart" email, click the "This is not spam" button, or click "Add to Contacts".
• Hotmail Inbox: Find the email in the "Hotmail Spam Message Box", open the "Good Heart Art" email, and click "Not Spam".

Common Shopping Questions

Q1. Shopping Process Instructions

Before browsing products at the Haoxinyi online store, please become a member first. Membership is free, and you can start shopping after you join.

The following is the shopping process, allowing you to fully enjoy the convenience of shopping:
Join as a member and log in → Select items and add them to your cart → Choose your checkout method → ​​Complete your purchase
Please note that there is no option to save items added to your cart before checkout. Items will be allocated based on the order of checkout.

Q2. Is it necessary to become a member to shop?

Yes. If this is your first time shopping on the Haoxinyi website, please become a member before you can shop and enjoy various member services!
Online members must complete their purchases online. Service staff cannot place orders on their behalf, nor can they accept orders placed via phone, email, fax, or other means. We apologize for the inconvenience.

Q3. What payment methods does the website offer?

We offer two options:

1. Online payments via credit cards: VISA, MasterCard, JCB, and UnionPay.
2. 'ATM transfer' is a unique transfer account number. Please arrange the transfer within the payment deadline.

Q4. How can I check ATM payment information?

If you chose ATM transfer as your payment method and accidentally lost the mail information, you can go to "My Orders List" → "Order Details", find the order, and click "View Order" to see the order details and payment information.

A quick reminder about ATM conversion codes:

1. The amount transferred out/paid must be sufficient for the system to determine that the order has been paid.
2. If the order amount exceeds 30,000 yuan, please select "Payment" when using the ATM to avoid being subject to transfer restrictions.
   Please note your daily maximum ATM transfer limit.

Q5. How is the "seven-day appreciation period" calculated?

In accordance with the provisions of the Consumer Protection Act, Good Heart Art provides its members with a seven-day inspection period after the goods are shipped online (this rule does not apply to in-store pickup).
The appreciation period begins on the day after the consumer signs for the package and ends on the 7th day.

For example, if the delivery date is May 20th, the seven-day appreciation period will be from May 21st to May 27th.
If you wish to return the item, you must submit a return request to Good Heart Art before May 27th.
After submitting your application, please arrange for it to be sent to a Good Heart Art store within one week so that we can process your return and refund.

Please note that if your order is for "in-store pickup" or "exceeds the seven-day appreciation period", we will not be able to process your return. Please be aware of this to avoid affecting your return rights.

Q6. How do I exchange an item?

Good Heart Art only offers a replacement service for "defective products".
If you find any defects in the product within the 7-day inspection period, please contact us during service hours and a specialist will handle the exchange for you.

Q7. How do I process a return and refund?

In accordance with the provisions of the Consumer Protection Act, Good Heart Art provides "online members" with a 7-day appreciation period after the goods are shipped online.
If you receive the package and find any errors with the goods still unopened, you can apply for a return and refund within the 7-day inspection period.

Application method:
Please contact us during Good Heart Art's service hours, and a specialist will handle your request.
Three days after you apply for a return, please arrange to send the unopened item back to Haoxinyi. Once Haoxinyi receives the complete item and confirms that everything is in order, they will process the refund.

Q8. What are the refund methods offered by the website?

All Good Heart Shopping websites offer "Good Heart Shopping Credits" for refunds. For details on how to use Shopping Credits, please refer to the [Frequently Asked Questions for Members].

Q9. After an order is placed, can I cancel, add to, or modify the quantity of goods, or combine orders?

Regarding order cancellation:

1. If the order has been paid for and the order status shows "Processing/Ordering in progress", we can manually cancel it for you.
Please call or email us during Good Heart Art's service hours and provide the order number you wish to cancel. A specialist will process your order cancellation as soon as possible. The completed fees will be refunded as "Good Heart Art Shopping Credits".
2. If the order was made via ATM transfer and payment has not been made, the order status will show "awaiting payment". You can wait until the payment deadline, and the order will be automatically cancelled.

Regarding adding to cart, modifying, and merging orders:

• To avoid affecting product inventory and accounting errors, the system cannot assist in "modifying," "adding to cart," or "merging" orders after the shopping cart is completed and the checkout is completed. We apologize for the inconvenience!

Q10. Can invoices be issued with a uniform number?

Yes, please write the correct serial number in the remarks column. Good Heart Art now issues invoices entirely via cloud-based electronic invoices . The system will send you the invoice via email. Thank you.

Q11. The item I want to buy is out of stock. When will it be restocked?

If you are logged in and see the product description says "Notify me when it arrives", please click the button and the system will add the product to your "Notification List".
Once the product is in stock, the system will email you a "Product Arrival Notification". After logging into the website, you will see that the product is available to add to your shopping cart, at which point you can add the quantity you need.

Delivery and pickup issues

Q1. What delivery options are available?

Q2. Is it possible to pick up the goods in person at Good Heart?

Once a new order is completed, we expect to process the shipment within 3 business days (excluding public holidays).
※We regret that we cannot arrange shipments on Saturdays, Sundays, and public holidays.

Delivery time: Delivery days refer to the number of business days from the date of mailing to the post office of the destination country, excluding customs clearance time. This number of days does not include delays caused by force majeure or local holidays.

Q4. Overseas shipping cost calculation

[International Parcel/Express Postage Calculation Method]
The heavier of the volumetric weight and the actual weight will be used as the basis for billing, and the rate will be based on the current standard of Chunghwa Post.

[Volume Weight] Calculation formula: Length × Width × Height (cm) ÷ 6000 = Volume Weight
A. If the volumetric weight of the goods (including packaging) is greater than the actual weight (kg), then the freight will be calculated based on the volumetric weight.
B. If the volumetric weight of the goods (including packaging) is less than the actual weight (kilograms), the freight will be calculated based on the actual weight.
Example: If the volumetric weight of the goods is calculated as 20 kg, and the actual weight is 25 kg, then the freight will be calculated based on 25 kg (according to the rate table).

※The prices and shipping costs on the Good Heart Art website are calculated in New Taiwan Dollars. The actual amount deducted will be based on the exchange rate on the day of payment. We suggest you check with your credit card bank.

Special reminder:

1. Every country has import tariff regulations. Good Heart will fill in the declaration based on the actual price of the goods. When the goods arrive in the importing country, the importing country will determine the import tariff based on the type and value of the goods.
   Whether goods are subject to customs duties after being shipped is unrelated to the shipping method used. Customs in different regions may conduct random inspections of packages and determine whether the goods are subject to customs duties or exempt from duties in accordance with local import tariff regulations, and charge the recipient varying amounts of customs duties.
2. Countries may determine whether goods are subject to customs duties or excise taxes according to their import tariff regulations. If goods are subject to random inspection, the cost will be borne by the recipient.
   If the recipient does not wish to pick up the goods, the orderer shall bear the related costs or losses from the destruction or return of the goods; the refund amount will be deducted from the actual round-trip shipping costs and customs duties in both places before being refunded to the original order balance.
   (Round-trip shipping cost = order shipping cost x 2. Customs duties are subject to random inspection and vary by region. It is recommended to check with the tax authorities in your region.)
3. Overseas purchases are tax-free, and the delivery note serves as proof of purchase; no separate invoice is issued.
4. If you wish to return or exchange the goods after receiving them, please contact Haoxinyi within 7 days of the cooling-off period. Haoxinyi staff will handle your request. We apologize for any inconvenience caused by this period.

Q5. How do I change the delivery address after placing an order?

If your order is still being processed or sorted, please contact Haoxinyi by phone or email and provide a new mailing address.
Once the order has entered the shipping process, we are unable to assist in changing the delivery address. We apologize for the inconvenience.

※How to check order status: My Account → My Orders List. If the order status shows "Completed", it means that the shipment process has begun.

Q6. How do I confirm my order and track my package?

After logging in, you can check the order transaction status through the "Order Inquiry" function, and you can also use the relevant links to check the delivery status and track the progress of product delivery.
After your order is shipped, Good Heart will send a "Shipping Notification" to your email address. The shipping notification will include the unique delivery number and tracking website for this order. You can use this delivery number to track the delivery progress on the Chunghwa Post website.

Q7. Invoice Request

If a member chooses to have the goods shipped overseas (regardless of whether the orderer is in Taiwan or is a company in Taiwan), the order will be accompanied by an invoice for import and export customs inspection and unit verification.

Q8. Can you ship to hotels (inns) in Taiwan?

Yes, that's possible. Please fill in the complete "hotel address, phone number, and guest information" in the recipient information field and note the "expected check-in date," and we can assist in arranging package delivery to hotels in Taiwan.
Additionally, the delivery and logistics companies that cooperate with us in Taiwan will require an estimated 1-2 business days from receiving our packages to successfully delivering them to the recipient's address. Please take note and arrange your purchases in advance.