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ABOUT US >> FAQ >> Frequently Asked Questions

Frequently Asked Questions

 
What do the icons on product pictures mean?
Can I get a fapiao with my order?
How do you guarantee your quality?
How do you handle my goods?
Where do you deliver to?
How can I pay for my groceries?
What is your Return/Refund policy?
I clicked ‘Submit’, had an unsuccessful payment and now my shopping cart’s gone! What do I do?
Contact Info?
 
What do the icons on the product pictures mean?
The icons you see on our website are our way of helping our customers shop smarter. Certain icons are in regards to dietary needs while others are for additional product details. To learn more, click here.
 
Can I get a Fapiao/invoice with my order?
Yes, we can issue a Fapiao for any order you place with us. A Fapiao can be requested on the Payment Page when checking out. To get more information on requesting Fapiaos, click here
 
How do you guarantee your quality?
As the first online supermarket in China to receive ISO 9001 certification, we constantly improve our quality management and receive fresh products every morning from our suppliers. ISO 9001 is one of the top quality management system certifications in the world. It ensures that our internal operations including product procurement, temperature controlled warehouse, and delivery trucks adhere to the highest standards. There is a very difficult process to become certified, and our annual recertification requires an on-site audit to make sure that we are in compliance with their standards. To learn more about our ISO 9001 Quality Guarantee, click here.
 
How do you handle my goods?
All products are stored in our 5 temperature-controlled rooms of our warehouse. The warehouse is generally kept at 25˚C; Vegetables 15˚C; Refrigerated Items 4-8˚C; Frozen Products -18˚C. Between the warehouse and your front door, our cold chain logistics processes allow your frozen products stay frozen, and fresh products stay fresh.
 
Where do you deliver to?
We deliver to Shanghai as well as many surrounding provinces! Our Shanghai, Kunshan & Suzhou deliveries are delivered by us, and we use a 3rd party delivery service for all other areas.
 
For information about Shanghai, Suzhou & Kunshan deliveries, click here.
For information about deliveries to all other areas,  click here.
 
How can I pay for my groceries?
You can pay either online or on delivery (Shanghai, Kunshan & Suzhou only). To learn more about our accepted online or on delivery payment methods, click here.
 
What is your Return/Refund policy?
The quality of our service & products are extremely important to us. Should you need to make an inquiry regarding an item you received, please email us at service@epermarket.com. Please make sure to include your order number, the name of the item in question, and a reason for the return. If your problem is in regards to a quality issue, please also include a photo of the product. Please note that promotional items cannot be returned/exchanged. To learn more about Refunds & Exchanges, please click here.
 
I clicked “Submit Order,” had an unsuccessful payment and now my shopping cart is gone! What do I do?
Don’t worry, your order didn’t disappear. It only means that your order has been submitted, but is still pending payment. To complete your order, simply go to My Account>My Order History and scroll down to the end of the most recent order. On the left-hand side you will see your Order Status as ‘To be Confirmed/Pay Now’. Click ‘Pay Now’ and you will be redirected to a payment page where you can try again or select a different payment method.
 
Contact Info?
We want to know what you think - if you have any questions or comments please let us know! Click here to reach us.

 

 

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