FAQ

1. Do I have to be a member to shop?

 

You can still view the site and shop as a visitor without signing up as a ReverGrow member. However, we still recommend that you sign up as a member:

 

After signing up as a member, you can place an order online and purchase the product. We record the recipient's name, cell phone number, detailed address, gift-wrapping habits, common order remarks and other information you fill in, so you can streamline operations across multiple shopping experiences and get targeted service upgrades. In addition, you can enjoy:

 

A. Member Benefits: ReverGrow offers members long-term and irregular activities including gifts, birthday benefits, coupons, point exchanges, free mail, sample experiences, etc. that are only available to registered members;

 

B.Community Groups: You can participate in the community group features provided by us for users, in which you can post or comment on discussion posts of other users;

 

C.ReverGrow has its own service matrix across multiple platforms, and membership makes it easier to access the required expansion services;​

 

2. Do I have to log in before I check out?

 

No, you can place your order as a tourist directly on the official website or through our one-to-one online customer service.​

 

3. How can account registration information and binding contact information be modified?

 

After you have successfully registered, account information such as user name and password will be generated. You can log in to the account and click "My avatar - my address" to add/modify the delivery address. Click "My profile picture - login account - Forget password" to change the login password. Click "My Avatar - My Account" and change nickname, name/title, birthday, email. For inquiries and revisions of other information, please contact WeChat Customer Service. Since ReverGrow offers you birthday benefits, you cannot modify your birthday after you have entered it. If you notice a security breach or illegal use of your account, notify the ReverGrow staff and report it to the authorities.​

 

4. My registered e-mail is not working, can I replace it? (Verified)

 

You can contact ReverGrow customer service to provide identification (such as mobile phone number, purchase credentials, harvest credentials, purchase records, etc.). After verification, we will help you modify your information in the background.​

 

5. How do I change my login password?

 

You can go to the homepage of ReverGrow website and click "My profile picture - login account - forgotten password" to change the login password.

 

6. Why have I not received any notification e-mails?

 

If your email address is correct, check your spam box to see if you have received a notification e-mail. We suggest adding our email to the contact list so that we can receive relevant notifications in the future.

 

7. Why does the account not show credit after a successful payment?

 

The credit will be added to your account after the package is automatically shipped.​

 

8. Can I place my order over the phone?

 

Sorry, we are currently unable to place orders over the phone. You can contact us by E-mail: info@revergrow.com.

 

9. What payment method can I use?

 

You can make online payments through WeChat, Alipay, Visa, MasterCard, Discover, American Express, PayPal, debit cards, credit cards and other regular methods. You can also contact customer service to make offline payments via WeChat and Alipay.​

 

10. Can I change my address?

 

If your order has not been shipped, you can contact our customer service to modify it. If your order has been shipped, we can help you contact the logistics company carrying the order for modification, but this may lead to additional charges from the logistics company and change your expected delivery time. Please be informed in advance.

 

If you only want to change the street number or apartment number, it is suggested that you can first try to contact the logistics company to modify directly; Or the new address is close to the old address, you can also contact the logistics company to put the package in a nearby store, you can go to pick up. The above two ways are not cost, you can also contact customer service by us to complete.

 

11. How do I cancel an order?

 

If your order has not been delivered, you can click "My Order" to cancel the order through the website version. You can also contact customer service to cancel an unshipped order. If your order has been shipped, has not been sent to your hands, you need to cancel the order for personal reasons, you can contact customer service to explain the reason after refusing to return the package, when the goods are returned to us for a refund of goods, but the cost of freight losses caused by you need to bear.

 

12. What if there is something missing from the shipment received?

 

The goods you do not receive may be damaged or otherwise in the course of the actual preparation of the package for you, resulting in its failure to be delivered. On the day the package is delivered, you will receive a direct notification from customer service. You have the option of applying for a refund on the relevant item at the same time or waiting for a replenishment. Refunds will usually be returned to the original payment account within 5-7 working days (points and gift cards will be refunded first). If you do not receive it in time, contact customer service.

 

If you do not receive any "out of stock notice", your order may have been missed due to employee negligence. Please contact customer service for a refund or replacement.​

 

13. What if something is damaged in the package I receive?

 

· If the goods you ordered are damaged due to bumps and squeezes in transit. Please contact customer service to request a refund or replacement.

 

All items purchased at Revergrow are subject to a seven-day no-excuse return and 14-day traceability return policy:

 

· All freight charges will be borne by ReverGrow if the goods are returned or replaced due to quality reasons within 7 natural days after purchase;

 

· The customer shall bear the freight for the return or replacement of the goods due to the customer's personal reasons within 7 natural days after the purchase of the goods (except the original package is damaged and the plastic label is torn);

 

· If the trademark is returned or changed for any reason within 14 natural days from the date of receipt, the customer must communicate with the customer service and confirm that the trademark is returned or changed for quality reasons, but the freight shall be borne by the customer;

 

· If the returned or replaced commodity is a promotional commodity, and the promotional period is no longer required at the time of return or replaced, the price at the time of promotion will not be enjoyed, and the loss of the difference will be borne by the customer;

 

14. What if I receive items that are due or have already expired? 

 

We have arranged special personnel to carry out regular and random checks on all stock items. Products nearing or past their sell-by date are removed from shelves. We are very sorry if the delivery was delayed due to staff negligence. Please contact customer service to request a refund or replacement.​

 

15. As orders have been placed, can I add new products?

 

A confirmed order cannot be added/deleted/modified. You need to cancel the delivery order and place a new one.​

 

16. Is it possible to exchange out-of-stock goods for other goods? (when reissued)

 

The replacement order will directly generate a new order based on the original order of goods. If a product is out of stock, you have the option to return the order directly. The system will directly process refunds for items that are out of stock and cannot replace them for you with something else, but you can place another order directly after you return your order.​

 

17. If the product is out of stock, can it be sent automatically when it becomes available?

 

Under normal circumstances, the customer service will directly return the order for you if you still insist on this order, you can discuss with the customer service note that you will receive a reminder on arrival and have priority to buy the goods, but we can not guarantee to you the fixed time of replenishment.

 

18. Why do I sometimes get a different refund than when I paid for it?

 

Some overseas goods are pegged to foreign exchange rates, so the amount of income and expenditure will be different because of the difference between the buying and selling of foreign exchange and the central parity. Can a refund be made to a non-paying account? Typically, the system automatically refunds the money based on the original payment method. If you paid the amount offline, you can ask customer service for the actual amount refunded to your other accounts.​

 

19. Why do my orders keep showing payment failures?

 

If you fail to pay, try one of the following schemes:

① Log in to your account first, ensure that the payment information you fill in is consistent with the information reserved in the bank, and fill in all the information, such as contact email, telephone, etc.

 

② You can directly contact ReverGrow customer service to make offline payment.

 

20. Why are there a lot of charges deducted from my bank card?

 

Usually, in the case that your order is not successful, the bank will also have a transaction record, showing the "pending" status;  But instead of being directly deducted, the money was temporarily frozen by the bank;  Upon completion of processing, the pending item at the bank will be automatically canceled and the frozen amount will be displayed directly back to the available balance in your account. Usually this process takes 3-4 working days, depending on the processing speed of different banks. If your money is not returned to your account after the pending item has been cancelled, please reply to us with a screenshot of your bank's debit record and your order number, and we will consult the appropriate authorities for you.​

 

21. Why am I unable to use WeChat Pay?

 

If weChatPay requires weChat, confirm that you have verified your real name.   If you have any questions, please feel free to contact our customer service.

 

22. Can discount codes be used in superposition?

 

Discount codes cannot be superimposed on the same product. If used in conjunction with a percentage discount code, the system automatically identifies and applies the lowest discount. Full subtraction and percentage discounting codes can be used in superposition.​

 

23. Can the delivery method for reissued orders be changed?

 

We very much regret that the delivery pattern for reissued orders cannot be changed. When we generate reissued orders, the system automatically matches the orders according to the original delivery pattern.​

 

24. Will goods be replenished when they are sold out?

 

The replenishment time for goods ranges from 2 weeks to a month, and can be delayed if suppliers run out of stock. Please go to your account and click on the product details page to alert me. After replenishment, you will receive a replenishment notification e-mail at the first opportunity.

 

You can also contact customer service to inquire about the product in question and we will have a record of the customer consulted and will manually send you a reminder when the product is replenished on the shelf again.​

 

25. How do I check the expiration date of an item?

 

Due to different merchants, some of the dates sprayed on the goods are the production date, some are the expiration date, and even some merchants have different date formats (for example: day/month/year, or month/day/year, or year/month/day, etc.) which may lead to misunderstanding. Please check the date description on each item or contact customer service and we will make further enquiries for you.