FAQ & Help

Dear Users 

Listed below are some problems our customers have experienced in the past, we hope this feedback will assist you with your problem. If you have another problem that is not listed here, please contact our via Live Support during office hours, Customer Service ph:0755-26672080, our Official Nogogo Online Groceries WeChat: lovenogogo / nogogowallet or send us an email: info@nogogo.cn  and we shall attend to it asap.

 

I forgot my password and or username

If you just forgot your password you can type your email address in the lost password form and we will email it to you. The email you provide in the form should be the one that was used when you registered on nogogo. If you forgot your username please contact us at info@nogogo.cn and let us know, we will retrieve your information and send it to the email that was used when you registered on nogogo.

 

Why didn't I receive a confirmation email with my order?

Sometimes its just because our system needs a refresh and other times it might be that you registered with an email address different than the one you normally use. If you do not receive a confirmation email with your order you can contact us by email, live chat or phone and we will confirm the order for you.

 

Can I suggest a product that you don't currently offer?

Yes! Whenever a customer asks us for a specific product they want, we will do our best to find and stock that product. After all that is why we started our business, to supply you not only with all types of products but also hard to find products. We want to satisfy your cravings by stocking your favourite items. Just drop us a line and tell us what you are looking for.

 

Do you ship everywhere?

We ship most places within Mainland PRC with 3 rd Party Logistics. For local delivery in the Shenzhen & Guangzhou areas please check our delivery table for all relevant information.

 

What can I do if forget my password or username? 

If you have forgotten your password, click the button “My Account” and then open “Forgotten Password” and input the mail address you used to register on Nogogo Online Groceries. An automatic email will be sent to you. Just open the email and follow the URL to reset new password.  

If you have forgotten your username, please contact us via email, Live Support, Our WeChat or phone 0755 26672080 and our Customer Service team will assist you with this.

 

How do I edit my account information?

When logged into your account, click on "My Account” and then open “Edit Account” you can then change the details you wish to edit and click “Continue ". Your changes will be saved.

 

There are missing items on my order. 

We do our best to ensure your order is delivered on time and that all products ordered are received with your order. However, if we do make a mistake and we do not ship a product that your ordered, we will be happy to send the product to you as quickly as possible. Please email us at info@nogogo.cn, via Nogogo Online Groceries Official WeChat or call us 0755 26672080 and let us know which item is missing from your order so we can send it to you.

 

I received the wrong product. 

If we have made a mistake and delivered a different product than the one you ordered, we will be happy to replace the product as quickly as possible. Please email us at info@nogogo.cn, via Nogogo Online Groceries Official WeChat or call us 0755 26672080 and let us know which item was sent instead and we will replace it.

 

Can I get a Fapiao? 

Absolutely you can receive 3%  Fapiao. For us to provide you Fapiao you need to provide us with the Chinese Company Name and it’s registered Company Tax Number. You can add this to your account information and or when checking out. 

Please Note: For Fapiao to be issued we require all this information, we also in general only issue FaPiao during weekdays so we can either send your Fapiao with your next order or ship via 3rd Party Courier Company.

 

Why didn't I receive a confirmation email with my order? 

Our background management system for our website needs to refresh a few times a day, and this may cause this problem. Other times it might be that you registered with an email address different than the one you normally use. 

If don’t receive a confirmation email, please don’t hesitate to contact us by email, Live Support, WeChat or our service number.

 

Can I suggest a product that you don't currently offer? 

Absolutely Yes! Whenever customers ask us for specific products they want, we will do our best to find and stock these kinds of products. After all, that’s why we started our business, to supply you not only with all types of readily available products but also hard to find products. We want to satisfy your cravings by stocking your favourite items. Send us an email and tell us what you are looking for.

 

Do you ship everywhere within PRC? 

Yes, we ship everywhere within PRC via 3rd Party Courier Services with our chosen logistics partners SF Express or Kwaide (KuaiDi).

Delivery for orders in general will take between 1-3 days after dispatch from our central warehouse to arrive to your door dependant on your location. Our customer service ladies can give an approximate time but cannot guarantee the exact time or your delivery. However we will follow up with you and do our best to meet your requirements. 

Please Note: Some frozen and fresh products may have quality issues in this instance, our customer service staff with advise accordingly for any items that may have issues. All dry and non-perishable products will not be affected.

 

How can I search a product? 

Use the quick search window on the top right hand side of the site and type a specific product name, brand or barcode for results.

 

How do I use a promotion code or credit? 

Type the valid promotion code or credit amount into the field next to the payment options and click the “Check” button. Then your order amount will adjust automatically minus the discount. 

 

Nogogo's website is slow

Our website has a Chinese server. If you are using a VPN, this will be cause of the problem. There is no need to use a VPN when using our website.