FAQ

Credit card
Ecpay payment platform system, VISA, Master Card, and JCB credit cards from various banks can all be used. If there is a webpage redirect failure or failure notification, please return to our website and place an order again.

ATM transfer (Taiwan orders only)
After the order checkout is completed, please make the remittance at an ATM within 3 days. After the remittance is complete, please notify us via the order Q&A or customer service.

Cash on delivery (Taiwan orders only)
Only available for deliveries to the main island of Taiwan and for orders over NT$5,000. The goods will be delivered to your doorstep by HCT Logistics. Please pay directly in cash to the delivery staff when receiving the goods.

Through your account
You can log in as a member on the official website of Windmill Wellness, and you can view your order records and progress in the Members Area on the upper right.

Through online customer service
You can contact us regarding questions about your order in the following ways, and our customer service agent will respond to your inquiries.
Line@: @wgroup
Wechat ID: wgrouptw

By telephone
You are welcome to contact us at +886-2-2828-6969 from 9:00 to 18:00 on business days from Monday to Friday, and a customer service agent will attend to you.

Discount code usage instructions
Unless there are other special instructions or promotions, only one discount code can be used for each order, and the discount code may not be applied to discounted product sets.

Attention
@Orders cannot be modified once they are submitted. To change an order, please go to the Members Area to cancel the order and place a new one.
@If you used a credit card to complete the checkout after placing an order, please contact us as soon as possible and our customer service agent will assist you with order-related matters.
@If your order has entered the shipping process, it cannot be modified or canceled. Please be sure to reconfirm the contents of your orders before placing them.

Home delivery (Taiwan main island)
The goods you ordered on the Windmill Wellness website will be delivered by HCT Logistics. After the order is placed, Windmill Wellness will schedule delivery as soon as possible; however, the actual delivery process and time will be subject to HCT Logistics’ arrangements. If the goods are delayed in delivery, please contact Windmill Wellness customer service as soon as possible. We will do our utmost to assist you in contacting the home delivery personnel and tracking the actual delivery status.

Convenience store pickup (Taiwan main island / outlying islands)
The goods you order on the Windmill Wellness website can be picked up at FamilyMart / OK Mart / Hi-Life. After the order is placed and the payment is made, Windmill Wellness will arrange delivery as soon as possible. If the goods are delayed in delivery, please contact Windmill Wellness customer service as soon as possible.

Delivery areas

• Home delivery: Counties and cities across Taiwan main island.
• Delivery to outlying islands: Please contact Windmill Wellness customer service and we will confirm whether we can assist with delivery based on the actual delivery location.

Delivery schedule

• After an order is placed, the goods will be shipped within 3 working days. If there are any shortages or delivery problems, you will be notified separately.
• The delivery times for the main island of Taiwan are mainly arranged by logistics personnel.
• If you have any special requirements for delivery, please be sure to state them in the notes field of the order. Please also ensure that your contact number is available so that the home delivery personnel can reach you.

Delivery fee

• The delivery fee within the main island of Taiwan is NT$150. Free shipping is available for orders over NT$2,000.
• For outlying island areas, please contact Windmill Wellness customer service first. Quotations will be made after evaluation based on the actual shipping location.
• For overseas regions, please refer to the Ordering From Overseas Instructions.

Shipping progress inquiry

You may go to the Members Area to obtain the freight order number of your order, then check the progress at the following URL.
https://www.hct.com.tw/Search/SearchGoods_n.aspx
 You may also contact Windmill Wellness customer service directly and we will assist you in checking and tracking the delivery status.

In accordance with the provisions of the Consumer Protection Act, consumers may apply for a return and refund within 7 days (including holidays) after the goods arrive starting from the day after they sign and accept the goods. However, Windmill Wellness products are food products. Due to food safety and hygiene considerations, returns and exchanges will only be accepted if the delivered products are expired, the packaging is defective, the contents are defective, the delivery is incorrect, etc. We apologize for any inconvenience.

• Returns and exchanges for expired goods, have defective packaging, or incorrect delivery will not be accepted if they have been unpacked and used, resulting in a lack of completeness and loss of resale value.
• The return and exchange policy for orders in overseas regions are different. Please refer to the Ordering From Overseas Instructions.
• Each order is provided with one free return service. If additional products need to be returned within the 7 day period, the customer shall bear the shipping costs.
• If a partial return causes the order amount to fall below the free shipping standard or the original order does not meet the free shipping standard, a delivery fee of NT$150 for the original order will be charged.

Application process for returns and exchanges

1. Please be sure to inspect the goods within 7 days after signing for them. If you encounter any defects, damage, or delivery errors, please contact Windmill Wellness’s online customer service to apply for a return or exchange, and provide the order number, name, contact number, and photos of the defective goods.

2. Please be sure to keep the goods themselves, their internal and external packaging, free gifts, accessories, and receipt intact before Windmill Wellness notifies you of the follow-up. Otherwise, returns or exchanges will not be accepted. We apologize for any inconvenience.

3. After Windmill Wellness confirms that the order content is correct and is in compliance with the return and exchange policy, we will contact you immediately to inform you of the return and exchange follow-up procedures and related matters to note.

4. After Windmill Wellness receives and confirms the returned goods, a refund will be arranged within 10 to 14 working days.

Exclusions to returns and exchanges

• More than 7 days have passed (starting from the day after signing for the goods, including holidays).
• Returns and exchanges based on personal taste preferences will not be accepted due to food safety and hygiene considerations, unless the food products are defective.
• If a customer sends the goods back without notifying Windmill Wellness of a return or exchange, Windmill Wellness will not accept the return or exchange, and the shipping costs must be borne by the customer.
• The product has been opened, the packaging is incomplete, there is evidence that the product has been used, or there are man-made stains.

Refund instructions

• For orders that do not meet the free shipping standard, the product value will be refunded after deducting the delivery fee.
• For credit card online payments, after Windmill Wellness confirms that the order is in compliance with the return and exchange policy, we will contact you to inform you of the online refund time. The refund time may vary depending on the credit card company's processing time. Please contact your card issuer for details. We apologize for any inconvenience.
• For ATM transfer payment, after Windmill Wellness confirms that it is in compliance with the return and exchange policy, we will contact you and ask you to help provide the account information for the refund. The refund will be remitted directly to your designated account.

Ordering Notes

1. Please carefully confirm the order details, including content and specifications, before proceeding to checkout. Completing the order indicates your agreement to this order content. 
2. Please fill in all the information in English. For China, Hong Kong and Macau, Chinese can be provided in addition to English.
3. All prenatal and postpartum products come with both Chinese and English instructions. If simplified Chinese instructions are needed, please note this in the order remarks, and we will prepare the relevant documents to ship with the products
4. Windmill Wellness provides the necessary customs clearance documents (in English) for taking products abroad. If needed, please be sure to mention this in the order remarks to facilitate preparation and shipping arrangements.

Shipping and Delivery Fee

1. Windmill Wellness offers an overseas forwarding service for ordered products. To meet our customers' requests, we will deliver the ordered products via international EMS delivery. The order amount consists of the product's retail price in Taiwan plus the estimated international shipping cost. There are no additional fees for this forwarding service.
2. By placing an order for overseas forwarding, the orderer agrees to bear the results of customs clearance, shipping costs, and any related expenses.
3. For overseas delivery areas, please refer to the EMS announcement.  Deliveries will be subject to EMS announcements on the actual shipping day.
4. If the delivery area falls within Windmill Wellness’ distributor territories, the distributor will handle the collection and dispatch of goods to simplify the shipping timeline and operational procedures.
5. Overseas orders will be arranged for shipping within three working days after payment is completed. Delivery times vary by region, generally taking 7-20 working days, but we cannot guarantee delivery dates. Estimated delivery times do not account for delays caused by weather, courier issues, holidays, customs holds, or any other factors beyond our control. Please refer to EMS announcements for estimated delivery times.
6. Due to potential adjustments in international shipping rates influenced by global oil prices or peak seasons, any discrepancies between the paid shipping fees and the actual costs will be managed under the policy of 'no refunds for overpayment and no additional charges for underpayment.
7. For inquiries regarding shipping status, please contact Windmill Wellness’ customer service directly. We will promptly assist in confirming and tracking the delivery progress. If the package has arrived at the local customs office, due to personal data protection regulations, our customer service team can provide the contact details of the local logistics company. The recipient must then contact the local logistics provider to facilitate the receipt of the package.

Customs Clearance and Duties

1. Due to varying import regulations across different countries, additional customs duties and processing fees may apply. These costs are the responsibility of the customer and must be paid directly to the delivery personnel or customs authorities at the destination.
2. In the event of customs inspections, please contact Windmill Wellness as soon as possible and we will assist in providing relevant documentation.
3. Due to variations in customs duties and individual annual tax thresholds across different countries, any customs duties imposed must be paid by the purchaser.
4. In the event of a customs inspection, the recipient may be required to collect the package in person. Please ensure cooperation and contact our customer service team upon receiving such notification.
5. Customs standards for package contents vary by country, and clearance decisions are determined by each country's customs authority. If any items are confiscated, detained, damaged, or returned, the related costs and losses will be borne by the orderer. Please ensure you fully understand the entry restrictions and regulations of the destination country before placing your order.
6. The recipient must comply with the import regulations and restrictions of the destination country; any legal issues arising from non-compliance will be the responsibility of the recipient.

Receiving and Inspection Process

1. When signing for the package, the recipient should first check for any signs of damage or if the package has been opened.
2. Upon receiving the package, please open it within 7 days and ensure that you record the entire process on video. This will help confirm the quantity of items received and verify the number of packages for each week in the Postpartum Herbal Care Recovery Program.
3. If you receive any defective or incorrect items, please take photos or videos for your records and contact Windmill Wellness’ customer service within 7 days of signing for the package, and we will assist you promptly in resolving the issue.

Returns and Exchanges

1. Once the order has shipped, we do not accept changes to the address or order details. If you need to cancel delivery or modify information, we will deduct the round-trip shipping fees and related costs before refunding the remaining balance of the original order. You can check the shipping status through the information provided by the EMS logistics company or contact customer service for inquiries.
2. If delivery is unable to be fulfilled due to incorrect recipient information (such as name, phone number, address, etc.), inability to contact the recipient during delivery, recipient refusal, delivery issues, or unpaid customs duties, any associated costs arising from the failed delivery—including shipping fees, return shipping fees, re-shipping fees, and product losses—will be the responsibility of the purchaser.
3. Due to considerations such as food safety and hygiene, shipping costs, and time, returns and exchanges are not available for overseas orders.

By Account Login
You can log in to your member account on the official Windmill Wellness’ website. Once logged in, navigate to the member area located in the upper right corner to view your order history and status.

By Contacting our Online customer service
You can contact us regarding questions about your order in the following ways, and our customer service agent will respond to your inquiries.
Line@：@wgroup
Wechat ID：wgrouptw

Discount code usage instructions
Unless specified otherwise, only one discount code can be used for each order, and the discount code may not be applied to discounted product sets.

Credit card

We utilize Green World FinTech Service Co. payment platform system, which accepts VISA, MasterCard, and JCB credit cards from various banks. If you encounter any redirection failures or notification of a failed transaction, please visit the official website to place your order again.