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FAQ

Q1: Can I make purchases even if I'm not a member?

A: You need to become a member first to make purchases! After that, you simply have to login to check your orders.


Q2: How do I register as a member?

A: The answer differs depending on whether you're using our app or webpage.

App:
Click the index in the top right corner, it looks like three horizontal lines. Then click ""Register New Account"" in the drop-down menu.

Website:
Click the icon in the top corner and then ""Register"". Follow the instructions to register.


Q3: How do I contact customer support?
A : You can contact us through Facebook or email.

Email: concept@rayark.com

Facebook:  https://www.facebook.com/RayarkConcept/ 


Q4: How long do products take to ship?

A: Products should reach you within 5-10 days of ordering. If the shipping destination is further away, please consult the shipping company to confirm the arrival date.

If your order contains pre-order for a not-yet-released item, your order will not ship until that item is released.


Q5: Will you re-stock products that are out of stock?

A: Most of our products are limited-time only! If we do re-stock something, we will announce it on our Facebook page. You can also choose to be notified when more stock comes in by clicking the option on the product page, and we'll send you an email if we get more stock.


Q6: What happens if I notice a problem with the product after it has arrived?

A: We encourage you to check your purchase carefully after it arrives! If you notice a problem, please contact us within 7 days of receiving your order to return it. If you contact us after 7 days from receiving your order, you'll only be able to exchange it for something else, not return it. For more information please check our return policy.



Customer Service: concept@rayark.com

Facebook: https://www.facebook.com/RayarkConcept/ 

*Notice: Before sending back a product, please contact our customer service team or Facebook. We will not resolve the issue if the product is sent back before contacting us.



Q7: Do you have a physical store?

A: We do! Please read up on our flagship location for more information.


Q8: Are prices online and in-store the same?

A:  Prices online and in-store are the same, but discounts and sales may be different!


Q9: How do I know if my product has been shipped?

A: Check here for FamilyMart shipment status: https://reurl.cc/5q0okM


Q10: Is there a fee for paying with a credit card?

A: There is no fee for paying with a domestic Taiwanese credit card using NTD. There will be a fee for using PalPal or paying with an international card.


Q11: My pre-order product has already released, but I still haven't received it?

A: The estimated arrival date for pre-order products is a little more unpredictable than regular products. A number of factors can delay us receiving the product, and therefore delay us shipping it out to you. That means it's possible for you to receive the product a bit later, or even a bit earlier than projected.


Q12: If I have available products and pre-order products in my order, will you ship them separately?

A: No. If you want us to ship them separately, you will have to make two separate orders.

If you've already made the order but still wish for us to ship things separately, please contact customer support. We can ship items separately, but you will be responsible for any additional shipping fees.


Q13: Can I adjust the shipping address or other shipping details after I've made the order?
A: If you wish to change shipping information before your order has been shipped, please contact customer service for assistance. If your order has already been shipped, then unfortunately there's no longer any way to change anything.


Receipt FAQ:

Q14: How can I check my e-receipt?
A: Please check your account email for your receipt. If you've stored your receipt on a barcode, please consult the Ministry of Finance's ""e-invoice"" system to check your receipt.


Q15: How do I know if I won the lotto from an e-receipt?
A: Please check the Ministry of Finance's ""Uniform-Invoice Prize Winning Numbers"", released on the 28th of every odd-numbered month. 

Rayark will notify all winners of the receipt lotto on the 10th of every even-numbered month, and will send out physical copies of the winning receipt to the winner within 10 working days.

If you've chosen to donate or unify your receipts, please contact the Ministry of Finance separately.


Q16: Can I receive multiple receipts which indicate different purchase dates, products or monetary amounts?
A: We can unfortunately not issue you seperate receipts for different amounts of money, products or dates.


Q17: Can I change my receipt type from 2-part to 3-part or vice versa after it's been issued?
A: In accordance with Taiwan's tax law, receipt types cannot be changed once they are issued. Please confirm before you ask for a receipt whether you want a 2-part electronic invoice (personal use) or a 3-part physical invoice (for a company expense, you must provide your company's title and tax number). If you've already chosen to donate or save your receipt electronically, we can unfortunately not issue you a physical copy.


Q18: What should I do if I provided the wrong information in my 3-part receipt?
A: If you've provided the wrong information in your 3-part receipt, please send correct company title and tax number to contact@rayark.com, or by calling us or contacting us through our Facebook group within 3-days of receiving electronic notification of your receipt (and before the 3rd of the following month). We will void your previous receipt and issue a new one for you within 7 business days. 


Q19: What should I do if I've lost my paper receipt?
A: You can only choose to receive a physical receipt one time. If you lose it, there is unfortunately no way to get another one.