FAQS

The best way to reach us is via the contact form or by emailing shopify@dodopapa.hk. As a small team dedicated to thorough customer care, we currently don’t offer phone support. To ensure you receive our responses, please add shopify@dodopapa.hk to your contacts and check your spam folder and any active email filters. Should any issues arise with your order, please contact us within one hour of placing it.

If your tracking indicates delivery but your item hasn’t arrived, don’t worry yet. Check around your residence—sometimes couriers leave packages in different spots. If you come up empty, ask your neighbors if they’ve received your distinctive orange box by mistake. Can’t locate it? Email us at shopify@dodopapa.hk within 48 hours so we can assist you promptly. Please note, if a missing package isn’t reported within 48 hours of the stated delivery, our ability to help may be limited.

When ordering multiple items, we strive to ship them together for your convenience. However, availability or item size may result in separate shipments. You’ll receive tracking information for each package to ensure you can follow your orders’ journey to your doorstep. If you have specific shipping preferences or inquiries, please contact us at shopify@dodopapa.hk before placing your order to confirm.

You’ll be charged for your order at the time of purchase, not at shipment. This ensures that your items are reserved and can be packaged without delay.No additional charges will be applied during shipping, unless specified otherwise for international orders, where duties and taxes may apply.

If you've changed your mind about your order, please log into your account and click into the specific order you'd like to cancel. As long as your order hasn't shipped yet, a "Cancel Order" button will be available in the upper left side of the screen. 

If your order contains more than one item, you won't be able to cancel through your Account. To cancel an order with more than one item, please email us at shopify@dodopapa.hk within 1 hour of placing the order with the subject line "CANCEL Order [Your Order Number]" and our customer team will get back to you ASAP.

Please note that it may take a few minutes for your order to appear in your account after placing your order. Cancellations cannot be reversed. Once a cancellation is processed, the funds will be released immediately, but may take 3-10 days for the credit to post to your account.

If you’ve encountered an issue with your product upon opening, please contact us right away. Email us the details at shopify@dodopapa.hk，including your order number and a description of the problem, and attach any relevant photos. We’ll prioritize your query and work swiftly to resolve it to your satisfaction. Your experience is important to us, and we’re committed to ensuring you’re pleased with your purchase.

Please note that the following concerns must be reported within 24 hours of receipt of the product: 

*Damaged or soiled product from transit

*Missing items

*Major damage like stains, rips, or punctures