FAQ

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Customer Problem Solution

Check FAQ Before Contact us

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Wi-Ho! Customer HotlineMonday to Friday 10:00 ~ 19:00

(852)3568-0070

In order to improve our customer service quality
the call dialogue will be recorded.
※ before the customer service phone call,
please visit the “FAQ

MAIL
In case of emergency please contact 24 hours Customer Service by email or phone call.
(English, Japanese)

FAQ

Select
  • What kind of pick up and return option can I choose?open
    • ◆Pick up◆
      Self Pick Up
      1. Wi-Ho! Shop in TST : Free

      2. Airport Post Office: Check-in Hall of Terminal 1 near Check-in Aisle F,
          opening hour: Mon-Sat 8:00 am – 8:30 pm Sun & Public holiday 8:00 am – 5:00 pm 

      3. EF Locker: $30; locations: http://www.sf-express.com/hk/en/others/Contact_Us/EF-Locker/

      4. SF Express Store: $20; locations: http://www.sf-express.com/hk/en/others/Contact_Us/SF_store_address/

      Delivery Service
      1. (Commercial Area) by TSHK courier : Free
      2. (Residential, Remote Area, Shop) by TSHK Courier : $50 
      *Delivery time from 10am to 6pm, cannot specify delivery time

      ◆Return◆
      Self Return
      1. Wi-Ho! Shop in TST
      2. 7-11 store at Airport (T1): Free; location: Arrivals Meeters & Greeters Hall, Terminal 1, Airport  (please use the plastic bag provided)
      3. SF Express Store: $20; locations: http://www.sf-express.com/hk/en/others/Contact_Us/SF_store_address/
      4. 7-11 Store in HK/KLN/NT: $30  (please use the plastic bag provided)
         【Attention】EF  Locker service is only for Pick Up

      Delivery Service
      (Commercial Area) by TSHK courier : Free
      (Residential, Remote Area, Shop) by TSHK Courier : $50
      *Delivery time from 10am to 6pm, cannot specify delivery time

  • How to place order by web site?open
      1. Click "Order Now" at the top-right corner of our website to enter order page.
      2. Firstly, please enter departure date and return date, as well as the way to pick up and return.
      3. Then please go to the lower part of the order page to choose country and devices.
      4. After complete the above, please go to the next page for contact informaion entry and payment. Thank you!

      *You may also choose country and devices first and place order directly:
      http://www.telecomsquare.hk/en/devices.html

  • If my destination is more than one country how can I order?open
Order
  • How can I confirm TSHK receive my order?open
    • After place order you will receive "Order Details email" from us.
      If you couldn't receive any email please contact us.
      email: info@telecomsquare.hk
      Tel: 3568-0070 (Monday to Friday Office Hour)

  • How can I change order information?open
    • Please check Order Details email again and let us know by email or phone.
      email: info@telecomsquare.hk
      Tel: 3568-0070 (Monday to Friday Office Hour)

      *We will charge HKD 50 admin fee for each charge.

  • How can I know my order number?open
    • After placed order you will receive "Order details email" from us with PDF attachment, where you can find your order number and details.

  • How to calculate my rental period?open
    • We will count rental period from your departure date to arrival date.
      We might ask you to check airticket or receipt to confirm your rental period.

  • Cancellation fee / Refundopen
    • We charge cancellation fee as follow.
      1. Notification of cancellation submitted before 7 days or more from the departure date of receiving the devices: Admin charge $50 (refund the remain after deduct admin charge)
      2. Notification of cancellation submitted within 7 days from the departure date or receiving the devices: 50% charge but no less than $50 (refund 50% of total amount after deduct admin charge)
      3. No show / No notice / No contact to the Company: 100% charge (0% refund)

Payment
  • How can I settle the payment?open
    • Credit Card: After fill in the order form you will go to payment page automatically.
      You may also find the payment link in order confirmation details email.

      Cash: Please settle the payment with HKD 500 deposit when you come to our office to pick up.

  • How can I check my payment was succeed?open
    • When you fill in your credit card information please provide your email address.
      Then you will receive payment success email.

      If you can't get it please contact us.
      email: info@telecomsquare.hk
      Tel: 3568-0070 (Monday to Friday Office Hour)

  • Any other fee I need to pay?open
    • We will charge admin fee HKD 50 for each order update after you received order details from us.
      Also, there would be daily rental fee for extra battery & insurance if you choose so.
      Other than that, we would only charge device rental fee, no extra data charge.

Pickup
  • How can I pick up at SF Express store?open
    • You will receive SMS message to your contact number from SF Express with pick up number.
      You can go to the store which you chose and show pick up number.

      *Please make sure the contact number you provided during in the placed order can receive SMS.

  • How can I pick up with EF Locker?open
    • 1. Your mobile phone will receive SMS message with Locker code.
      2. Go to the EF Locker as chosen when placing order, input the code received
      3. One of the locker will be opened, please take out the device

      *Please make sure the contact number you provided when placing order can receive SMS.
      *EF Locker service is operated ONLY in Chinese.

  • When can I pick up?open
    • You can pick up on the previous working day before your departure date, in the way you ordered.
      Wi-Ho! Shop Office Hour: 10am - 8pm (Monday - Friday).

      e.g.) if your departure date is on Monday you can pick on Friday.

  • What should I bring when I pick up?open
    • Please just let us know your order number when you pick up at Wi-Ho! Shop.

  • Can I ask someone to pick up?open
    •  Yes, please provide your order details or order number to third parties and show us when pick up.

  • If I missed delivery service or forgot to pick up what should I do?open
    • Please let us know as soon as possible.
      We are going to check if it is able to re-arrange the delivery on that day. 
      email: info@telecomsquare.hk
      Tel: 3568-0070 (Monday to Friday Office Hour)

       *We offer delivery only 1 time per order for both pick up and return. If you missed courier we will charge $50/one way to re-arrange.
      For no show without notice we would charge cancellation fee as 100% of the order.

Use
  • If I got some problems during trip what should I do?open
    • Please contact our 24 hour support by email or phone immediately.
      Email : tss@telecomsquare.co.jp
      Tel :+81-3-3239-3422  (Call Fee might be charged)

      *Telecom Square would not refund any case after return back to Hong Kong, if customer didn’t contact to our support during the trip.

  • If I lost or stolen the device during my trip?open
    • Please contact our 24 hour support by email or phone immediately for replacement or other help if the trip still not finished.
      Email : tss@telecomsquare.co.jp
      Tel :+81-3-3239-3422  (Call Fee might be charged)

      After return back to Hong Kong, we would charge Compensation Fee as follows:

       Without Insurance

      With Insurance
      (HKD 20/day)

      Pocket WiFi (Loss, Broken)HKD 1,000HKD 300
      Damages of Pocket WiFiHKD 200FREE
      Smartphone
      (Loss, Broken or damage)
      HKD 2,800HKD 2,800
      (*Not covered)
      Replacement Fee of DeviceHKD 360FREE
      Shipping Cost of ReplacementActual CostActual Cost
      Compensation for Lose, Damage of Each Accessories. (Pocket WiFi Case, USB Cable, Charger, Transformer)HKD 200FREE
      Portable Power BankHKD 400HKD 400
      (*Not covered)

       

  • If I need to extend / change rental period?open
    • Please contact our Wi-Ho! Shop by email or phone as soon as you can.
      email: info@telecomsquare.hk
      Tel: 3568-0070 (Monday to Friday Office Hour)

Return
  • How can I return at SF Express store?open
    • Go to SF Express store which you choose when you place order.
      Please give the waybill which we inserted in the bag to the staff of SF Express store along with the whole set of device when return.

  • How can I return at 7-11 Store?open
    • ◆7-11 Store Airport (T1)
      1. Please put all package (device, all accessories) to our plastic bag (with a barcode), and & seal completely.
      2. If you lost this plastic bag, we can't accept to your return of device at 7-11 store.
      3. The staff of 7-11 may ask you to leave a telephone contact number, please tell them the number which is the same as you used for Wifi device order.
      4. Please keep the receipt of 7-11 for at least 2 weeks
      5. If you couldn't return at 7-11 please return to our TST office.

       【Store Location】: Arrivals Meeters & Greeters Hall, Terminal 1, Airport
      *Open 24 hours
      *Please return the device within 12 hours after arrival to Hong Kong.

       
      ◆7-11 Store in HK/KL/NT
      1. Please put all package (device, all accessories) to our plastic bag (with a barcode), and & seal completely.
      2. If you lost this plastic bag, we can't accept to your return of device at 7-11 store.
      3. The staff of 7-11 may ask you to leave a telephone contact number, please tell them the number which is the same as you used for Wifi device order.
      4. Please keep the receipt of 7-11 for at least 2 weeks
      5. If you couldn't return at 7-11 please return to our TST office.

      *We cannot refund the delivery fee once the return place is chosen
      *Please return the device within 24 hours after arrival to Hong Kong.

  • When should I return?open
    • You can return to our Wi-Ho! shop in Tsim Sha Tsui or other spcified way per your order in the next business day after your arrival date.
      For courier: please preare the Wi-Ho! Device at the delivery address (provided when placing order) in the next business day after your arrival date.

      *Late return would incur daily-rental fee at original rate.
      Please contact us if you need help:
      email: info@telecomsquare.hk
      Tel: 3568-0070 (Monday to Friday Office Hour)

  • Can I ask someone to return?open
    • Yes, please provide order number to third party & return in one business day after your arrival date.

  • If I missed delivery service or forgot to return what should I do?open
    • Please let us know as soon as possible.
      We are going to check if it is able to re-arrange the delivery on that day.
      email: info@telecomsquare.hk
      Tel: 3568-0070 (Monday to Friday Office Hour)

      *We offer delivery only 1 time per order for both pick up and return. If you missed courier we will charge $50/one way to re-arrange.
      Plase inform us ASAP to avoid any delay charge for return.

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