RTTMALL Alcohol Independent Site Frequently Asked Questions (FAQ) Policy

I. Order – Related

1. How to check my order status?

1. Log in to your RTTMALL account and access the “Personal Center”.
2. Find and click the “My Orders” option on the “Personal Center” page.
3. After entering the “My Orders” page, you can view the current status of all orders, including Pending Payment, Pending Shipment, Pending Receipt, Completed, Cancelled, etc.

2. Can I modify the order information after placing an order?

• If the order has not been paid, you can find the corresponding order in “My Orders”, click the “Modify Order” button, and modify information such as the delivery address and contact phone number (core information selected when placing the order, such as product model and quantity, is not supported for modification temporarily; you need to cancel the original order and place a new one).
• If the order has been paid and the merchant has not shipped the goods, you need to contact customer service immediately (see “VII. Customer Service Support” for contact information), explain the information to be modified, and the customer service will assist in verifying and processing it. If the merchant has shipped the goods, the order information cannot be modified. You can apply for return or exchange according to your needs after receiving the goods (see “III. Return and Exchange Policy” for details).

3. How long do I need to complete the payment after submitting the order?

II. Payment – Related

1. What payment methods does the website support?

• PayPal Payment: Complete the payment through a PayPal account, which is safe and convenient and supports multiple currency conversions (subject to PayPal platform rules).
• Bank Card Payment: Supports credit cards and debit cards of Visa and MasterCard brands, as well as bank card payments from cooperative banks such as Republic Bank and First Citizens Bank. When making a payment, you need to accurately fill in information such as the card number, cardholder name, and validity period.

2. How long does it take to confirm the order payment status after payment?

• If you use PayPal for payment, the order payment status is usually synchronized in real – time after the payment is completed, and you can immediately check that the order status becomes “Pending Shipment” in “My Orders”.
• If you use a bank card for payment, due to the delay in bank system settlement, the payment status is usually updated within 1 – 3 working days. If it still shows “Pending Payment” after more than 3 working days, please contact customer service and provide payment vouchers (such as bank deduction SMS, transaction serial number) for verification and processing.

3. What should I do if the payment is deducted but the order does not show successful payment during the payment process?

1. Check whether there is an actual deduction record in your bank account and confirm whether the deduction is in the “Pending” status (some banks need to wait for settlement after deduction to confirm the receipt).
2. Wait for 1 – 2 working days and observe whether the order status is updated (the order status synchronization may be delayed due to bank settlement).
3. If the order still does not show successful payment after 1 – 2 working days and the bank has confirmed the deduction, please contact customer service and provide the following information: order number, bank deduction voucher, and payment time. The customer service will assist in verifying with the payment institution and the bank. After confirmation, the order status will be updated for you, or the payment will be returned to your payment account within 7 working days.

III. Return and Exchange Policy

1. Under what circumstances can returns and exchanges be supported?

• Product quality issues: Such as alcohol leakage, damaged packaging (not man – made damage during transportation), expired products or products approaching expiration (if the time to expiration is less than 3 months when receiving the goods and “short – dated products” are not marked when placing the order).
• Wrongly sent/missing products: The received products are inconsistent with the order information (such as wrong brand, specification, quantity) or there is a missing product in the order.
• Returns and exchanges due to personal reasons: On the premise that the product does not affect secondary sales (the product is unopened, the packaging is intact, the labels are complete, and it is within 7 days from the date of receipt), returns and exchanges due to personal reasons are supported (for special alcohol products, if you apply for returns and exchanges due to non – quality issues such as taste differences and changes in personal preferences, you need to bear the round – trip freight).

2. What circumstances do not support returns and exchanges?

• The product has been opened, the packaging is damaged, or the label is missing, which affects secondary sales.
• The product is deteriorated or damaged due to improper personal storage (such as exposure to high temperature, severe impact).
• Short – dated products (marked as “short – dated” when placing the order, and the time to expiration when receiving the goods meets the marked description).
• Customized products or special – specification products (such as alcohol in non – standard packaging).
• Exceeding the application time limit for returns and exchanges (applications for quality issues, wrong delivery, and missing delivery need to be made within 15 days after receiving the goods, and applications for personal reasons need to be made within 7 days after receiving the goods).

3. How to apply for returns and exchanges?

1. Log in to your account, enter “My Orders”, find the order for which you need to apply for return or exchange, and click “Apply for Return/Exchange”.
2. Select the reason for return or exchange (for quality issues, you need to upload clear photos or videos of the product problem as evidence), and fill in the quantity of returned or exchanged products and detailed descriptions.
3. After submitting the application, the customer service will review it within 1 – 2 working days. After the review is passed, the return and exchange address and logistics requirements will be sent to you.
4. You need to send the product within 3 working days after the review is passed (return freight: borne by the platform for quality issues, wrong delivery, and missing delivery; borne by you for personal reasons), and fill in the logistics tracking number in the order.
5. After the platform receives the product, it will inspect it within 3 – 5 working days. If the inspection is qualified, the refund will be returned to your payment account in the original way (the refund arrival time is subject to the rules of the payment institution or bank, usually 1 – 7 working days).

IV. Logistics and Delivery

1. Which regions does the website support for delivery?

2. How is the delivery fee calculated?

• If the actual payment amount of the order is over TT$1,000, you can enjoy free delivery service.
• If the actual payment amount of the order is less than TT$1,000, you need to pay a basic delivery fee of TT$50 (an additional remote area delivery fee of TT$20 – 50 will be charged for remote areas, subject to the delivery fee displayed by the system when placing the order).

3. How long does it take to receive the product after placing an order?

• Same – city delivery (such as within major cities like Port of Spain and San Fernando): After the order is placed and paid successfully, the merchant will ship the goods within 2 – 3 working days, and the goods can be delivered within 1 – 2 working days after shipment.
• Inter – city/remote area delivery: The merchant will ship the goods within 3 – 4 working days, and the goods can be delivered within 3 – 5 working days after shipment.
• Special circumstances (such as holidays, bad weather, temporary out – of – stock of products): The delivery time may be delayed. The customer service will notify you in advance via SMS or email. If you need to know the real – time logistics progress, you can click “View Logistics” of the corresponding order in “My Orders” or contact customer service for inquiry.

4. What should I pay attention to when receiving the goods?

• Product quantity: Check whether the quantity of received products is consistent with the order and whether there is any missing product.
• Product appearance: Check whether the product packaging is intact and whether there is damage, leakage, extrusion deformation, etc.
• Product information: Confirm that the brand, specification, production date/shelf life of the product are consistent with the order.

V. Product – Related

1. How to know the detailed information of the product (such as ingredients, shelf life, etc.)?

• After entering the product details page, you can view core information such as product ingredients, alcohol content, shelf life, and storage method in the “Product Description” section.
• Some products (such as Carib Beer, Stag Beer, etc.) will be marked with specifications (such as 275ml/bottle, 1×24 bottles/case), origin and other information. If you need to know more product details (such as taste characteristics, drinking suggestions), you can contact customer service for consultation.

2. How to get a restock notification when a product is out of stock?

3. Will short – dated products be marked?

VI. Account – Related

1. How to register a RTTMALL account?

• Email address (must be a valid email that has not been registered, used to receive verification emails and order notifications).
• Set a password (the password must contain at least 8 characters, including letters, numbers and special symbols, to ensure account security).
• Mobile phone number (optional, used to receive SMS verification codes and order reminders, which helps to improve account security).
• After filling in the information, click “Register” and go to the email to verify the email (if you do not receive the verification email, you can check the spam folder or click “Resend Verification Email”). The account can be used normally after verification.

2. What should I do if I forget my account password?

1. Click the “Forgot Password” button on the login page.
2. Enter the email address or mobile phone number used for registration and click “Send Verification Code”.
3. After receiving the verification code, fill it in the page, and then set a new password (the new password cannot be the same as the original password and must comply with the password setting rules).
4. Click “Confirm Reset”. After the password is reset successfully, you can log in to the account with the new password.

3. How to modify the bound information of the account (such as email address, mobile phone number)?

• Modify email address: Click “Email Management”, enter the new email address, the system will send a verification email to the new email address. After verification, the binding modification can be completed (you need to verify the original email address or mobile phone number first before modification to ensure account security).
• Modify mobile phone number: Click “Mobile Phone Management”, enter the new mobile phone number, obtain and fill in the SMS verification code. After verification, the binding modification can be completed (the original mobile phone number must be able to receive the verification code normally. If the original mobile phone number has been deactivated, you need to contact customer service and provide identity certificates to assist in the modification).

VII. Customer Service Support

1. How to contact customer service?

• Online Customer Service: After logging in to the website, click the “Online Customer Service” icon in the lower right corner to communicate with customer service staff in real time (service hours: Monday to Sunday 9:00 – 18:00, which may be adjusted on holidays, subject to the website notice).
• Email Customer Service: Send an email to [email protected], and explain your problem in detail (including order number, contact information, problem description and relevant certificates). The customer service will reply within 24 hours.
• Phone Customer Service: Call the customer service hotline 1 – 800 – RTT – MALL (service hours: Monday to Friday 9:00 – 17:00, closed on weekends and holidays).

2. What problems can customer service help solve?

• Order consultation (such as order status query, order information modification, order cancellation).
• Payment problems (such as payment failure, deduction without arrival, refund progress query).
• Logistics consultation (such as logistics progress query, delivery address modification, receipt problem handling).
• Return and exchange application assistance (such as review progress query, return and exchange address confirmation).
• Product consultation (such as inventory query, product information explanation, restock notification subscription).
• Account problems (such as abnormal account login, assistance in information modification, password reset).

VIII. Secure Shopping Guarantee

1. How does the website ensure my payment security?

• Adopt internationally recognized SSL encryption technology to encrypt the bank card information, account information and other information you submit during the payment process to prevent information leakage.
• Cooperate with formal payment institutions such as PayPal, Visa and MasterCard. All payment operations are completed in the secure environment of the payment institution, and the platform does not store your complete bank card information.
• Establish a transaction risk monitoring system to monitor abnormal transactions in real time (such as off – site login payment, multiple payment failures). If risks are found, you will be notified in time via SMS or email, and the transaction will be suspended to ensure the security of your account funds.

2. Will my personal information be leaked?

• Your personal information is only used in necessary scenarios such as providing you with order services, delivering products, and handling after – sales services.
• Your personal information will not be sold, rented or shared with any third party (except for cooperative payment institutions and logistics service providers, and only necessary information is provided to complete the service).
• Regularly carry out security maintenance on the information storage system to prevent risks such as hacker attacks and data leakage, and ensure the security of your information.