If you have any questions during your purchase, please read the following FAQs. If you cannot find what you are looking for, please contact us by email or service hotline.

 

 

= Member Registration and Ordering =

 

Q: Do I have to sign up as a member to place an order?

A: Yes, in order to manage of each guest's appointment well, all clients must be registered as member before placing an order. After registering as a member, you can log in at any time to view the order history and status, and receive our latest offers.

 

Q: I have a problem, what should I do?

A: If you have any questions when placing your order, you are welcome to call our customer service hotline during office hours.

Email: info@hkbiotek.com

Whatsapp: (852) 9068 3334

Customer Service Hotline: (852) 2763 1488

Office hours: Monday to Friday 10 am to 7 pm; Saturday 9 am to 5 pm; lunch 1:30 pm to 2:30 pm

 

Q: Where can I find more test information?

A: On our main website, you could find all the information in details. You can also call us for inquiries.

Main Website: https://www.hkbiotek.com/

Resource Center (food list, FAQ): 

https://www.hkbiotek.com/resources 

 

Q: Where are the samples tested?

A: All of our tests will be sent to laboratories in the United States or Germany. All lab partners are certified internationally (such as EN ISO 13485, CLIA and COLA), in order to solve the various health problems for customers with the most advanced technology.

 

Q: What should I pay attention to before ordering?

A: Please read the notes before testing: 

https://www.hkbiotek.com/resources 

 

 

 

Q: How to apply coupon code?

A: At checkout page under Order Summary, click "Apply A Coupon Code", enter a correct code and click "Apply". Then you would see discount applied immediately. 

 

 

= Payment =

 

Q: In what currency is the website paid?

A: Hong Kong dollars (HKD).

 

Q: What payment methods does the website accept?

A: We provide the following payment methods for customers to checkout easily.

 

I. Credit Card Payment

After you confirm your order, click the orange button "PayPal Checkout" at the bottom right corner, and the page will direct to the PayPal website for online payment. Please click "Pay with a Card" below. Customers only need to enter credit card and other basic information to complete the payment. After the transaction is completed, you will be returned to our website.

 

II. Payme

After we have confirmed your order, we will send you a Payme Link via Whatsapp. Please make sure the phone number you provided is linked to your Payme account. 

 

III. Bank Account Transfer

After receiving our confirmation call, please deposit the total amount to our bank account:

The Hongkong and Shanghai Banking Corporation Limited (HSBC)

Account number: 499-411-833-838

Account Name: HK BioTek Ltd.

 

After the transfer, please upload the bank deposit receipt to whatsapp number 9068 3334, or upload it to "ACCOUNT"> "Orders"> "View"> Shop and Customer Comments

Bank transfers generally take 1-2 business days to process.

 

IV. Payment when picking up the test kit at the office

Only for customers who choose to take their own test kits at our office.

We accept Credit card, Cash and PayMe at our office.

 

Q: Is it safe to pay by credit card on this website?

A: It's secure. The website uses PayPal to accept payments. It uses SSL advanced technology to encrypt and process transaction data. Each transaction is closely monitored and protected to ensure that all relevant customer information is kept confidential. At the same time, we will not receive your personal data, including credit card numbers, for double protection.

 

 

= Appointment for Blood Drawing =

 

Q: Is there an extra charge for booking a blood drawing center? Can I pay at the blood draw center?

A: There is no extra charge for booking a blood drawing center. The centre is only responsible for blood drawing and will not collect payment on our behalf. Please do not pay at the blood drawing center.

 

Q: What information do I need provide to make an appointment for blood drawing?

A: Please fill in clearly on the checkout page the followings:

(1) Personal information of tested client (including full English name, date of birth, gender)

(2) Blood drawing center

(3) Preferred date and time of blood draw (please provide at least two dates and times, appointments are Monday to Saturday, appointments on Sundays and public holidays are not accepted. [Example: 26/3 3-4pm or 27/3 10- 11am])

(4) Past steroid medical history

 

Q: Where is the blood drawing center?

A: The blood collection centers we work with are located in Hong Kong Island, Kowloon and the New Territories. Please note that only Central and Sha Tin accept bookings for children aged 10 or under.

Hong Kong Island: Central, Causeway Bay

Kowloon: Jordan

New Territories: Tsuen Wan, Yuen Long, Sha Tin

 

Q: Can I make an appointment to draw blood on the same day?

A: The blood drawing center generally does not accept same-day appointments. Please place your order 2-3 working days in advance to ensure that the blood drawing center is available. After submitting your order, please do not go to the blood drawing center yourself before you receive our confirmation.

 

Q: How much blood is need for Food Sensitivity Test? 

A: The sample requirement depends on the panel you choose. In general, delayed IgG test requires only 1-5 mL of blood only. Immediate IgE test requires at least 10 mL. For test requires quite a high volume of blood sample, so it might be quite hard for young kids to draw enough sample due to reasons like fright or too narrow vessels. If blood drawn is not enough, you could change the test panel or cancel the order with refund.  

 

 

= Self Sampling and Test Kits Delivery =

 

Q: What tests can be sampled by myself?

A: For food sensitivity testing, dried blood spot samples can be applied to some delayed tests, while other non-blood tests (such as urine, saliva, hair, nails) require customers to take their own samples.

 

Q: If I want to sample by myself, are tools provided?

A: Each test comes with a set of sampling tools, as well as graphic sampling instructions and videos, which is convenient and simple. For more tools, please contact us.

 

Q: How can I receive the test kits?

A: You can choose to

(1) come to our office to collect the test kit

(2) get the kit by courier to commercial address, residential address, SF stores or SF Lockers. 

 

Q: What is the difference between "Self-Sample" and "Self-Test Kits"?

A: The two are different tests. "Self-sample" means that the customer needs to collect samples by themselves and return the samples to us. We will send the samples to laboratory and report will be ready in 2-3 weeks. The "Self-Test Kits" is a quick test that you can do at home and get the results instantly.

 

Q: How do I return a sample?

A: After the sampling is completed, put the sample to the box and seal it. You can choose according to your needs.

(1) Return the test box in person at the office

(2) Express delivery (for industrial and commercial addresses only)

 

 

= Cancel Order and Refund =

 

Q: Can I cancel my order? Can I get a refund?

A: Unpaid orders can be cancelled by yourself, but once paid, if there is no special reason, you cannot cancel the order and refund. Before checking out, please pay attention to this point.

 

Q: I have mistakenly ordered the wrong test. Can I change it?

A: Yes, please contact us at 2763 1488.

 

 

= Report =

 

Q: How long does the report take?

A: Because the samples are sent to the US or Germany for testing, it usually takes 2-3 weeks.

 

Q: The report is ready. How will I be notified?

A: When the report is ready, the nutritionist will send you a copy of the report. You may choose to schedule an appointment with our in-house nutritionist for phone interpretationt.

 

Q: Is there an extra charge for the report interpretation?

A: A one-time nutritionist consultation for 30 minutes is included for each test without additional charge.