FREQUENTLY ASKED QUESTIONS

TO HELP SERVE YOU BETTER, WE HAVE COMPILED A LIST OF THE MOST COMMON QUESTIONS

  • MY ACCOUNT

If you lost or misplaced your password, simply click on the “ Forgot your password” link located on the login page.  You will then receive an e-mail that will allow you to reset your password.  In the case you did not receive the reset e–mail, double check your spam folder and or email us at info@adthitek.com to get you sorted.

All of your data and order archives are fully visible in your ”My Account” section where you can edit your shopping/billing

address(es). In the case you would like ADT to delete all of your information permanently, e-mail us at info@adthitek.com and we will sort this out.

To access your orders and invoices, reach out to us via e-mail at info@adthitek.com with your order number and we will forward you a PDF copy of your invoice.

It is recommended that you only keep 1 account for all your transactions.  If you have multiple accounts and wish to merge them, please contact us at  info@adthitek.com and our Customer Service Liaison will help you.

  • ORDERING

Once you place an order with ADT HITEK, you will receive an automatic confirmation e-mail summarizing your order’s details, the shipping method, the consignee address and your order number.  This e-mail depending on your server settings may end up in your Junk / Spam folder, so make sure to check these boxes before getting in touch with us.  If you have not received your order confirmation email, then please contact info@adthitek.com. Title your message when CONFIRMATION CODE.

If you wish to cancel your orders, you must do this by only sending an email to info@adthitek.com as soon as possible.  Our online hours for cancellations are Monday – Friday 8:30 AM – 5:30 PM Bangkok Time.  If your order has been already packed and shipped out to the consignee, then the order is not cancellable nor is it refundable.  We will try to make every effort to accommodate your requests.  Please note that once your order has been submitted, we cannot guarantee that the purchase can be cancelled.  So before you buy the product, make sure you really intend on wanting and keeping it.

Once our shipping warehouse has dispatched your order, you will automatically receive a confirmation e-mail that includes your parcel’s shipping details either by FedEx or NASCO.

Please check the following details before contacting our Customer Service Liaison:

  • Check you have received an email confirming your order has been dispatched.
  • Check the tracking information on FedEx or NASCO that is included in your shipping confirmation email using the relevant link
  • Check for emails, phone calls and attempted delivery cards from either FedEx or NASCO couriers. It maybe possible that your parcel is being held at FedEx or NASCO facility awaiting collection or re-delivery.
  • Check that nobody at your address has taken the delivery on your behalf.

Please reach out to FedEx or NASCO and our Customer Care Liaison at info@adthitek.com and we will do our best to resolve the issue as quickly as possible.

If your order has not been packed by our warehouse, we will still be able to modify your shipping address. Please reach out to us directly via chat or WhatsApp so that we can rectify your details right away.  You will be required to give us your order number to speed the process up. 

To issue you an exchange, it normally takes 2 – 6 business days for your package to be returned to our warehouse and up to 10 business days for the exchange to be processed. You will be notified by e-mail once your exchange will be shipped.

If you wish to purchase a product that is currently sold out online, you  can put a purchase request for this product buy sending us a message to info@adthitek.com. Title your message with OUT OF STOCK REQUEST and we will put you on the priority waiting list for this product.  We will email you a date and time of when the item will be restocked for you to purchase it, or you can simply pay and  pre order the product. 

Yes. For Vietnamese citizens & corporations only,  you can get a VAT Invoice on all purchases made online.  You must fill out the VAT INVOICE section on the payment channel with all your company’s complete details.  We will then issue you the INVOICE and send it to your email which you specified on your account. If you have any further questions about the VAT, please e-mail us at info@adthitek.com and title your message with “VAT INVOICE” and our team will assist with your request.  Note VAT invoices may take from 3 – 7 working days to issue them.

  • PAYMENT

ADT HITEK accepts the following payment methods:

  • Visa, Mastercard, American Express
  • Bank Transfer

For all bank Transfers, please TT to our account below and indicate the order number in the description area on your payment request.  You can also send a copy of your transfer receipt to info@adthitek.com and title your message with “TRANSFER RECEIPT ORDER #XXXXX” and one of our team members will assist you in your order processing.

We advise you to try to proceed with the payment again either using another payment method or by using a different web browser/deleting your cookies.

In case this does not resolve the issue, the best solution is to get in touch with your bank/card issuer.

Contact our Customer Care team as soon as possible through any of our channels and we will see if we can still help you out with the payment.

  • EXCHANGES

We offer free exchanges within Vietnam and local Asia, one time per order.

 In order to register your exchange, simply follow the instructions in the link here.

You will receive further communication via email. 

Once your parcel has been received at the ADT HITEK warehouse, it can take up to 8 – 10 business days for your exchange to be processed. 

Once we process your exchange, you will be notified through a confirmation e-mail.

If there is no product you wish to exchange your goods for, your exchange can be applied to a gift voucher which you can use online at any time for the amount of your original purchase.  There are no expiration dates on gift vouchers.  To get a quick exchange onto a voucher please e-mail us at info@adthitek.com.

Please  title your message “QUICK EXCHANGE” and we will process your exchange for a gift voucher within 24 hours.

  • SHIPPING

Once your payment has been authorized and confirmed, the PO is sent directly to our distribution warehouse.  We do are very best to dispatch your orders within 24 – 48 hours depending on the traffic & volume of orders.  Note, we ship Monday – Friday 8:30 AM – 5:30 PM Bangkok Standard Time.  We do not ship parcels on Saturday or Sunday.  If orders are placed on the weekend, your order will ship and get proceed on the very next public work day.

Delivery time Estimations are as follows:

  • Vietnam: Next Business day or 2 Day Delivery
  • Local Asia: 2 – 4 Business Days

Shipping within Vietnam is 100% Complimentary.  For shipments outside of Vietnam in local Asia, if your bill is more than $300.00 USD we will ship the goods complimentary.  If under $300.00 USD we will charge $20.00 USD for each parcel. 

  • SIZING

A size chart is present on each product page, above the description and under the size selection.
Measure a similar garment to the one you are interested in on a flat surface using a measuring tape and compare the measures with our size charts.

Reach out to us via our various channels (chat, Instagram, Messenger, WhatsApp, email) for further advice.