FAQ

Published on 2020-04-14 Written by Sheldon

Pricing and Subscription

Q1. Does SHOPOLAR offer free trial?
SHOPOLAR offers 30 days free trial. After trial period your shop will be closed immediately, all data will be retained for a month before deletion.

Q2. How does SHOPOLAR's service cost? Any transaction fee?
All paid subscriptions are billed annually, please visit our pricing page for further detail. We do not charge any transaction fee.

Q3. Is there any limitation about storage and bandwidth?
All users have unlimited bandwidth. Users with basic subscription have 1000MB storage. Users with advance or professional subscription have unlimited storage.

Q4. Which subscription plan is suitable for me?
SHOPOLAR offers 3 paid subscriptions: basic subscription, advance subscription and professional subscription. We recommend small retailers to select basic subscription first and upgrade their subscription based on actual performance. For businesses which already accumulate certain amount of customers should adopt advance subscription or professional subscription.

Q5. Can I upgrade my subscription?
You can upgrade your subscription at anytime by compensating the difference between your current subscription and target subscription.

Q6. How much is the renewal fee for my subscription?
Once your current subscription is expired, the subscription contract will be immediately invalid. You have to purchase a new subscription plan. Since subscription plan may be different from time to time, please refer to the pricing page for subscription detail before making a payment.


Website and Online Shop

Q1. Does my website support mobile devices and computers?
All websites created in SHOPOLAR has responsive design which support mobile devices and computers.

Q2. Any restriction for products?
Items you sell must comply with any applicable laws in your selling region and our terms and conditions.

Q3. Can I sell to foreign countries?
SHOPOLAR supports Chinese and English as well as multiple currencies, you can sell your products to foreign countries.

Q4. Can I browse my website in mainland China?
We adopt Amazon Cloud Service. Users from China need to access your website via VPN to enjoy comprehensive experience.

Q5. What should I do if I am not family with online shop?
You may contact our customer service if you have any questions about using SHOPOLAR.


Domain

Q1. Do you provide an URL for my website?
All users are given an URL with *.shopolar.com format, paid users can apply a domain such as .com/ .cc/ .net/ .org/ .hk /.com.hk for free. For details please refer to the pricing page.

Note: As required by domain registrar, you must provide softcopy (image or PDF) of your HKID to register .hk domain; and softcopy of your Hong Kong business registration in order to register .com.hk domain.

Q2. Can I use my own domain with SHOPOLAR?
Yes, you may contact our technicians to help you with the required setup.


Termination of Service and Late Payment

Q1. Can I terminate my subscription at anytime? Can I apply for refund?
You can close your shop in admin panel at anytime. We do not offer any refund for all paid subscriptions.

Q2. Will my website shut down if I stop my paid subscription?
If you does not renewal your subscription, your website will be closed automatically on expiry date. All data and settings will be disabled and your website will enter a one-month grace period. All data of your online store will be retained during the grace period, you will not be able to use any functions in the admin panel. In case of late payment for subscription renewal, the expiry date of the new subscription will be calculated from the expiry date of the old subscription. After the grace period, all data of your shop will be erased automatically. 

Q3. Can I transfer out my domain applied by SHOPOLAR?
You can send us a domain transfer request before your paid subscription ended. An one-off HK$500 service charge is required.

Remark:

  • You cannot get back your domain if it is expired more than 14 days.
  • If you need us to transfer the domain to a specific domain registrant, It will take more than 60 days to complete the process.

Q4. Can I get back the data stored in SHOPOLAR such as customers and orders?
You can export data stored in SHOPOLAR before paid subscription ended. Once your subscription expired, you will no longer be able to get back your data.