Frequently Asked Questions

Q

Regarding NeoYouth, a Japanese company, and product safety issues?

A

Meikanglai Global Co., Ltd. is committed to becoming a leader in the health and beauty industry. Product research and development and production originate in Japan. Manufactured in a century-old GMP-certified factory in Japan, our products have continuously obtained international GMP standard certifications, ensuring high quality and safety. Our products are free of additives, preservatives, mercury, impurities, pesticides, and contain no unnecessary ingredients such as fragrances or colorings. Furthermore, with multiple international patents and clinical evidence support, we ensure they are non-irritating and drug-free.

Q	Can unregistered members shop on the NeoYouth website?
A	Users can check out as guests, or log in as a Meikanglai member to shop on the Meikanglai website and earn points and enjoy exclusive member benefits. You can also register as a member at any time, completely free of charge; simply click the floating gift box on the website to register now.

Q	How do I update my profile?
A	After logging into your account, please click "My Account" to update your email address, login password, and shipping address.

Q	How to shop?
A	On the product page, click "Add to Cart" or "Shop Now," then enter the discount code (if applicable) in "My Cart" and click "Checkout." Follow the instructions to enter your delivery address and contact information, then confirm payment.

Q	How can I learn more about our products?
A	The product description page will list detailed information about the product. If you have any inquiries about the product, please feel free to contact us for assistance.

Q	What are the benefits of registering as a NeoYouth member?
A	After becoming a NeoYouth member, you will earn 1 point for every HK$1 spent on the NeoYouth online store. Every 100 points can be used as HK$1. When checking out online, you can enter the number of points you wish to use. You can also easily check your order status and progress in your personal account after making a purchase.

Q	Why am I not eligible for the discount on my order?
A	Possible reasons include: the discount code or promotion has expired and is no longer valid; the discount code is only applicable to some of our products and services or promotions and cannot be used in conjunction with other discount codes. Please subscribe to our WhatsApp to receive our latest offers.

Q	What payment methods can I choose?
A	This online store accepts Visa, Mastercard, UnionPay and American Express credit cards, WeChat Pay, Alipay, Alipay HK, Apple Pay, Google Pay, Shoppay or Payme.

Q

Having problems when placing an order or making payment?

A

If you encounter any errors or malfunctions while processing your order or payment, we recommend the following troubleshooting steps: 1. Please confirm that your order and payment information are correct. 2. Contact your issuing bank. 3. Delete all items from your shopping cart and add them back before checkout. If the above steps still do not resolve the issue, please take a screenshot of the error message or malfunction and contact us, or during our service hours (09:00-18:00), scroll to the bottom of the page and click on "Whatsapp us".

Q	How can I tell if the payment was successful?
A	After successful payment, the system will immediately send an order confirmation email to your registered email address. Receiving this email indicates that your order has been successfully paid. If you log in and make the payment as a NeoYouth member, you can also check the transaction status in your personal account's order history to see if the order has been successfully paid.

Q	I don't live in Hong Kong. Could you please mail it overseas?
A	Delivery is currently limited to Hong Kong. For delivery to other areas, please contact customer service first.

Q	How can I cancel/change my order?
A	Once payment is confirmed, all orders cannot be changed or cancelled.

Q

How do I return/exchange goods if they are found to be damaged?

A

If you find any quality issues with the goods after receiving them, please email/WhatsApp the relevant order number and photos of the goods to cs@neoyouth.com.hk/63601176 within 3 days of receiving the goods. Goods must be returned in their original, unopened packaging. Returns and exchanges are not accepted for items not related to quality issues. In case of any dispute, Neoyouth Global Limited reserves the right of final decision.

Q	Questions regarding logistics and delivery?
A	For details regarding logistics and delivery services, please refer to the "Logistics and Delivery" section on the website.

Q	After order confirmation, can I cancel or change to another delivery method?
A	Once an order is confirmed, the delivery method cannot be changed. If you need to make changes or if the delivery address is entered incorrectly, please contact customer service first.

Q

Product expiration date?

A

Different batches of goods may be sold at the same time, so it is generally difficult to list the expiration dates for all items. The best-before date is clearly marked on the product. We have a professional quality control team that regularly tests the quality of goods to ensure they are at their maximum shelf life and in excellent condition when sold, safeguarding our customers' interests. We also regularly review the expiration dates of our goods and handle them with the most appropriate storage and transportation methods to ensure product quality.

Q	Beware of fake text messages, emails, and fraudulent websites.
A	If you suspect your credit card/account has been stolen or there have been unusual transactions, or if you have ever provided any personal information to suspected fraudulent messages or clicked on any unknown links, please contact us immediately via email at cs@neoyouth.com.hk or WhatsApp at 63601176.

Q	How to contact NeoYouth (美康莱全球)?
A	For any enquiries, please email cs@neoyouth.com.hk or call 26876766 or WhatsApp 63601176 to contact our customer service team.