HELPDESK
How do I place an order?
You can place your order online or contact customer service*.
*Please note that when you place an order through customer service, your credit card must be verified by our payment processor before the order can be successfully processed.
What should I do if I encounter a problem when placing an order?
We recommend that you first check that all billing information matches the information on your credit card statement. If you still encounter problems when placing an order, please contact our customer service, and we will be happy to assist you. To contact customer service, please click here.
How can I confirm that my order has been successfully submitted?
After successfully placing an order, you will be redirected to the order page. This page will display your order confirmation number. If you do not see a receipt page after submitting your order, it means that your order has not been successfully submitted.
Your order number will also be sent to the email address you provided when placing the order. You will usually receive this email within 1 to 6 hours after placing your order.
Can I add/change items to an existing order?
Unfortunately, once an order is submitted, you cannot add other items. You can create a new order to add the desired items.
If you need to change your order, please contact customer service as soon as possible. Customer service will do its best to cancel your original order* and submit a refund request to your original payment account before your original order is processed. Afterwards, you can place a new order to purchase the items you want.
Can I cancel an order I’ve already placed?
Our order processing and shipping system is designed to process orders quickly and efficiently. Therefore, once an order enters the shipping process, we cannot change or cancel it.
I received the wrong item, what should I do?
We are very sorry that there was a mistake in your order!
Please send the following information to [email protected] within 30 calendar days of receiving your order:
• Your order number
• Item name/product code you ordered
• Item name/product code you received
• A photo of a picking list
Our customer service team will contact you to inform you of the next steps.
One item is missing from my package, what should I do?
Don’t worry! Please quickly check your email inbox to see if our team has contacted you individually.
If you haven’t received any notification from us, please email [email protected] with the following information:
• Your order number
• Name/product code of the missing item
• A photo of the picking list
Our customer service team will check for you!
What payment methods does Dioscury accept?
We accept Visa and Mastercard.
Is it secure to use my credit card on Dioscury?
We use SSL technology to encrypt credit card data to ensure secure checkout. This protects all transmitted information. A padlock icon in your browser indicates that SSL is activated. Additionally, for some orders, Dioscury may require you to provide your credit card’s 3-4 digit CID/CVN/CVV/CVC code.
How can I know if my order payment was successful?
Once your payment is authorized, the funds will be frozen until the transaction is completed. We will send you a confirmation email informing you that your order payment was successful.
What should I do if there’s a problem with my checkout page?
We recommend that you first check that all billing information matches the information on your credit card statement and ensure that all required fields are filled in completely. If you still encounter problems during the order process, please contact our customer service center; we will be happy to assist you.
Why was my payment rejected?
There could be many reasons for a payment rejection. For more information, please visit our Payments page, or contact your card issuer if you believe there has been an error.
What if I can’t complete payment for my online order?
Orders with a status of “Credit Card Payment Pending” will be automatically cancelled after 1 hour. Any promotional codes used in the order will also be automatically reinstated!
Can I use multiple discount codes on my order?
Our promotions cannot be used in conjunction with any other promo codes or discounts.
Why can’t I use my promo code?
We periodically discontinue old promotions and introduce new offers. If you cannot use your promo code at checkout, please first check that you entered the promo code correctly and for any errors. If it still doesn’t work, the promotion may have expired. If the item is on sale, the discount code will not be usable because discount codes cannot be used with discounted items.
Can discounts or promotional prices be retroactively applied to my order?
We regret that if the item you purchased subsequently goes on sale or is discounted, we cannot refund the price difference. However, you can return the item according to our return policy and receive a full refund, then reorder the item at the discounted price.
How do I return an item?
For instructions on how to return an item, please see our Returns page.
Can I exchange an item?
Currently, we do not offer direct exchanges. If you wish to exchange an item, you can return the original item and receive a refund, then reorder the new item.
How long will it take for my return package to be processed?
We will process your return within 3 to 10 business days after receiving your package.
We will notify you by email once your return is processed!
Are there any fees for returns?
Unless the return is due to damage, defect, or error of the item, you will be responsible for return shipping costs.
How will I know if Dioscury has received my return package?
We will send an email notification once we receive your returned package. Please note that this email will be sent to the email address you provided when placing your order.
How will I receive my refund?
The refund will be returned to the credit card you used to purchase the item.
How long will it take for my refund to be processed?
Depending on your chosen payment method, funds will arrive within 3 to 10 business days. The exact arrival time may vary depending on the bank. Please note that this process may take longer during peak trading periods.
Why haven’t I received any messages from you after returning the item?
If you haven’t received a response from us within 30 business days of your return, please contact Dioscury customer service. Please check your spam/junk mail folder before contacting us. If you have the tracking number, please also contact your courier company first.
You can contact us using the form on the contact page. When you send information about your return, please include the following:
• Original order number
• Which items are being returned
• Any delivery reference numbers (e.g., numbers from the pickup service or courier company)
Do I need to pay customs duties and import fees?
International orders may incur additional customs duties, VAT, or other fees applicable to other countries. These fees are the responsibility of the recipient and cannot be estimated or collected by Dioscury on your behalf.
Therefore, please familiarize yourself with the customs policies and other relevant regulations of your destination country before placing your order. If you have any questions, please contact our customer service team.
How do I track my order?
Once your order has shipped, we will notify you of a unique tracking number via email/SMS. You can use this number to track your package’s progress in real time and check its status.
How do I change the shipping address on my order?
Once an order enters the processing stage, we cannot change the order information. If you find that the address information is incorrect, please contact our customer service team as soon as possible ([email protected]), and we will do our best to correct it for you before the package is shipped. If the order has already been shipped, we cannot change the address for you.
How long will it take to receive my order after it has shipped?
Orders may take 1-2 business days to ship.
Orders within Hong Kong are expected to arrive within 7-10 business days (excluding the day of shipment).
International orders are expected to arrive within 11-14 business days (excluding the shipping day).
We will make every effort to ensure your order arrives as quickly as possible. However, Dioscury is not responsible for situations beyond our control, such as severe weather or service interruptions.
How can I know if my order has been shipped?
Once your order has shipped, we will immediately send an email confirming the contents of the package. Your order may be shipped in multiple packages. This email will list the items contained in each package. You can also check your order’s tracking information and status at any time through your account page.
I haven’t received my package yet, who should I contact?
Please pay attention to the email notifications we send regarding your order.
If you encounter any problems tracking your delivery, please email [email protected] with your order number, and we will be happy to assist you.
