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
  • Pick up and return optionsopen
    • ◆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. 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)
         

      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

  • Place order onlineopen
    • Click "Order Now" at the top-right corner of our website to enter order page.

      1. Choose the departure date ,the return date, the way to pick up and the way to return.
      2. Choose country and devices.
      3. Go to the next page for contact information
      4. Double check the order info and make payment

      *You may view the available countries and devices first:
      http://www.telecomsquare.hk/en/devices.html

Order
  • Order Confirmationopen
    • 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)

  • Change order informationopen
    • Please contact us via:
      email: info@telecomsquare.hk
      Tel: 3568-0070 (Monday to Friday Office Hour)

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

  • Order numberopen
    • After placed order you will receive "Order details email" from us with PDF attachment,
      where you can find your order number and details.

  • Calculate the rental periodopen
    • We will count rental period from the date you depart from Hong Kong to the date you arrive Hong Kong.
      We might ask you to present airticket or itinery 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
  • Settle the paymentopen
    • 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 per device when pick up at our office.

  • Payment confirmationopen
    • When you fill in your credit card information, please provide your email address.
      An email notice will be sent to you after process complete.

      If you have doubt, please feel free to contact us.
      email: info@telecomsquare.hk
      Tel: 3568-0070 (Monday to Friday Office Hour)

  • Additional feeopen

    • Optional Battery: HKD 10/day
      Optional Insurance: HKD 20/day
      Admin fee HKD 50/amendment

Pickup
  • Pick up at SF Express storeopen
    • You will receive a  SMS message from SF Express with a pick up number.
      Please follow the info on SMS to pick up at SF Express Store.

      *Please place order with a contact number which enabled SMS function.

  • Pick up dateopen
    • Pick up at Tsim Sha Tsui Wi-Ho! Office:  1 working day before your departure date.
      Wi-Ho! Shop Office Hour: 10am - 8pm (Monday - Friday).
      e.g.) if your departure date is on Monday you can pick on Friday.

      Delivery: the device will be delivered at least 1 day before your departure date.
      if you have doubt please feel free to contact us.

       

  • Necessary material for pick-up deviceopen
    • Please provide your order number when you come to Wi-Ho! office.

  • Pick up on behalf of other personopen
    •  Yes, please provide order number when pick up.

  • Missed delivery service or forgot to pick upopen
    • Please let us know as soon as possible.
      We are going to check if it is able to re-arrange the delivery on the same 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
  • Problems during the tripopen
    • Please contact our 24 hour support immediately.

      24 Hours Support Centre:
      EMAIL : tss@telecomsquare.co.jp
      Whatsapp (English):+81-070-1352-4091 (HK Time 8AM - 5PM)
      TEL (English): +81-3-3239-3422 (24 hours) (**Call charges are on your own cost.)

      *If you didn’t contact to our support during the trip, refund claim cannot be processed.

  • Device is lost or stolenopen
    • If your trip have not finished yet, Please contact our 24 hour support immediately for replacement or other help.

      24 Hours Support Center:
      EMAIL : tss@telecomsquare.co.jp
      Whatsapp (English):+81-070-1352-4091 (HK Time 8AM - 5PM)
      TEL (English): +81-3-3239-3422 (24 hours) (**Call charges are on your own cost.)

      Compensation Fee (charged after return to HK):

       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
      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

       

  • Extend or Change of rental periodopen
    • 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
  • Return at SF Express storeopen
    • A return waybill will be provided to you.

      1. When you make order, please choose a SF Express Store
      2. Go to SF Express store you chose 
      3. Give the waybill with the whole set of device to the staff of SF Express store
  • Return at 7-11 Storeopen
    • ◆7-11 Store Airport (T1) (FREE)
      Arrivals Meeters & Greeters Hall, Terminal 1, Airport *Open 24 hours

      ◆7-11 Store in HK/KL/NT ($30)

      *Please return the device within 12 hours after arrival to Hong Kong.
      1. Please put the whole package into our return bag (with a barcode), and seal completely.
      2. 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.
      3. Please keep the receipt of 7-11 for at least 2 weeks

      **If you lost this plastic bag, we can't accept to your return of device at 7-11 store.
      **If you couldn't return at 7-11 please return to our TST office.

  • Device Return Dateopen
    • Return to Wi-Ho! shop in Tsim Sha Tsui: the next working day after your arrival date.
      Courier: please prepare 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)

  • Return on behalf of another personopen
    • Yes, please provide order number when return.

  • Missed delivery service or forgot to returnopen
    • 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.

© Telecom Square HK Limited., All right reserved, Copyright