FAQs

Help Centre

FAQ's

Click on some of the most frequently asked questions below to see if we have your answer.

Once we received your order, your purchase order will transmit to our nearest outlet from your delivery location our staff will pack the items and pass it to our delivery team. It will take around 1 working days for your items to reach after your order has been made.

For specify delivery arrangement you can make remark upon the purchase.

We accept credit card such as Visa, Master, Amex & Debit cards issued by local bank.

NO, currently all order is delivery in Singapore only.

Yes, there is a cost of SGD$10 with purchase below SGD$80, Free delivery for purchase SGD$80 and above.

If you do not receive your order details in an email within 24 hours, contact customer service at 6482 6006(office hour). It might be that the system has not received the order, or it was rejected for some reason.

For this, you have to do it quickly! Once the order been place, we aim to provide your product to deliver the same day, once the product has Shipp, no canceling an order can be done. You may ask for return and exchange the product to a nearest physical outlet the next working day.

The return and exchange policy are based on the various type of product. Shipping cost is usually not refundable. Return or replacement policies come with a time period of 21 days from the date of purchase, after which no returns will be accepted.  All return and exchange can be done only in any retail outlet.

Products such as Wine, non-original packaging, non-original form of product (Cut or grinded into powder), are not under return policy.

Manuka Honey

UMF™ is the abbreviation for ‘Unique Manuka Factor’ and is the standard of measure established by the Unique Manuka Factor Honey Association (UMFHA). A UMF™ grading system measures natural markers found in Manuka Honey and assures quality, purity and authenticity. This system is also compliant with the Ministry of Primary Industry’s labelling guidelines for Manuka Honey. Only Manuka Honey that is UMF™ graded and has been independently tested by UMFHA is given a UMF™ grade. Visit www.umf.org.nz for more information.

MGO stands for Methylglyoxal. It is the compound found in Manuka honey and is responsible for the activity in the honey. Although not a technical grading system, Methylglyoxal is very valid and is measured in milligrams per kilogram of Manuka honey. It can be measured alongside UMF, which is the grading system we use. We find this to be helpful for our customers and helps them understand the different grades and what they mean. For example, a Manuka Honey UMF 15+ is equivalent to MGO 514+.

Our manuka honey is not officially certified as an organic food. However, there is nothing added to this product artificially at any stage in the honey production process. The farmland the bees forage is not sprayed with pesticides, herbicides or insecticides because the rugged, mountainous terrain is not suitable for animals to graze.

Yes, manuka honey is 100% raw. This means that nothing is added into the honey at any stage of the production process. The product you receive is as it exists in the beehive after extraction. It has not been pasteurised.

Yes. but the honey is not fine filter. We use a low-speed centrifugation process which leaves all the natural pollens, fine propolis and wax particles in the honey. The honey remains in a raw state throughout this process.

The benefit of using a low-speed centrifuge is that the honey doesn’t need to be heated above the temperature of the beehive of 35 degrees celsius.

When the honey comes directly from the hive it is liquid. After a period of time, the honey will start to granulate. To control the granulation by creaming the Manuka Honey, Once the honey changes state from liquid to solid it will never reverse and is very stable.

Manuka Honey is unique to New Zealand and comes from the Leptospermum Scoparium tree, which is a native and limited resource. With a small window for harvest and difficult to extract, it is a specialised task for beekeepers to obtain quality Manuka Honey.

There are only 2800 tonnes of Manuka Honey produced each year, this is compared with 1.9 million tonnes of other honey produced globally. This 2800 tonnes has to supply the entire global market. As there are different grades of Manuka Honey the higher the grade, the less there is available and the more scarce it becomes.

There is extensive research supporting the health benefits of Manuka honey due to its incredibly powerful properties and for this reason, it is in high demand.

1.The label, which claims that it is Manuka.

2.The number, which represents three chemical markers that indicate the content of the Manuka Honey to ensure quality and purity. The chemical markers are DHA, MGO and Leptosperin. Visit: www.umf.org.nz/grading-system-explained for more information

There are four better known grading systems for Manuka Honey and two well known measurements.

These grading systems are Unique Manuka Factor (UMF), BioActive, KFactor, Molan Gold Standard (MGS). The measurements are Methylglyoxal (MGO) and Non-Peroxide Activity (NPA).

Manuka Honey has been around for many years. However, it was only 38 years ago that Doctor Peter Molan from the University of Waikato in New Zealand discovered the power of Manuka Honey. Since then organisations have been established to conduct their own extensive research on Manuka Honey due to its incredibly unique properties.

In 1998 the UMFHA was founded to do just that and protect not only the Manuka Honey industry but its consumers as well. The UMF grading system, and measuring of MG levels, is the first and most well established and widely recognised grading system of Manuka Honey in the world.

For many years, women have consumed Manuka Honey during pregnancy with no reported problems. Always consult a professional as necessary.

No. It is not safe for infants under 12 months old to ingest Manuka Honey. Manuka Honey contains live enzymes and bacteria because it is a living food. These living organisms can grow inside a baby’s gut and cause infant botulism. Babies’ intestines are not mature enough to fight the harmful bacteria.

Honey doesn’t really expire. It has been said that it remains as good as it was when it was extracted. As long as it is stored properly (out of direct sunlight, not exposed to direct heat and isn’t frozen) it will last well beyond it’s best before date. For health and safety purposes we recommend to consume your honey within three years of opening.

If your honey becomes gritty and sugar like, don’t worry it is perfectly fine to consume and does not mean that it is of poor quality or has been adulterated.

Honey can naturally crystalise due to the natural glucose and fructose ratio within, also it happened particularly when the weather turns cooler. Simply place the jar in a warm area or gently heat in order to soften the honey, this will remove the crystals.

Chia Seed

It is not recommended as chia seed can be difficult to cook till it is soft enough for the baby to consume.

Chrysanthemum/Goji Berries

There is a need to rinse these ingredients. It is recommended if you boil these ingredients with water, instead of pouring boiling water straight onto the ingredients. Drinking it warm or cold will depend on your preference. If refilled for second time usage, the taste of the ingredients will become blander.

Goji Berries

The difference would be the size of the berries. The size of the goji berries is sized in the following order: No.1 berries being the biggest, No. 5 berries being the smallest and the big berries can obtain better in taste and benefit.

Black Garlic

They are a good source of antioxidant. Some studies have also shown that (black) garlic may have an anti-inflammatory effect and may help in our immunity systems. As a general recommendation, take 1 or 2 cloves/pieces according to individual preferences.

In general, Black garlic fermentation takes about 45-60 days.

Our producers in China will check on the fermentation process daily to determine when the black garlic is ready for the market.

Side effect of black garlic is rare, however, if you are allergic to fresh garlic, it is advisable to consume black garlic in moderation.

Tea

Benefits of Wu long (or oolong) tea – This Chinese tea is said to be the best for burning off calories, as well as enhancing the body’s immune system. Unlike green tea, Wu long tastes sweet instead of grassy. It therefore offers a much more welcoming taste, in addition to its myriad body benefits.

 

This is a type of oolong tea. The name is earned from the appearance of its tea leaves, which looks like Buddha’s hand. It was first introduced in the Chinese Northern Song Dynasty (960-1127 AD) by a Zen Master, who brought the tea plant from An Xi to Yong Chun County of Fujian province. Fo Shou is now one of Yong Chun’s famous tea and is exported to many Asian countries, particularly Japan and South East Asia.

The tea has a smooth mouth-feel and delicate fruity aroma. The aftertaste is deliberate; leave your breath having the aroma of sweet fruity and flowery note. The infusion is bright yellow in color.

Ginseng Slice

Yes, this can be consumed by a pregnant lady.

There are 3 ways you can consume the ginseng slices:

1. American Ginseng can be chewed and taken directly.
2. To be served as a revitalizing and refreshing drink, infuse the preferred amount of Ginseng slice into boiling water for 10 to 15 minutes and serve warm.
3. It makes an everyday-soup when boiled with chicken or spare ribs.

Korean Red Ginseng Pomegranate Queen

It mainly consists of purified water, Pomegranate concentrate, Korean Honey, fish collagen and red ginseng extract.

Korean Red Ginseng Extract Stick

There is currently no scientific evidence to prove that Korean Ginseng is effective for sweaty palms.

Oil

If your baby has grown more than 12 months and already started solid food. Perhaps you could consider walnut or almond oil for your baby. You may start with drops to mix with their food if they never had any oil food supplement before. Once they adapt to the taste you many increase the volume moderately.

1. After cap is opened, keep refrigerated for freshness, and longer shelf life. Shelf life is printed on the cap.
2. Yes, avocado oil is allowed for high smoke point and cold dressing. Walnut oil is allowed for stir frying as well as cold dressing. Walnut Oil smoke point at around 160 Celsius.

If is buying for baby, do make sure that baby has started to consume solid food with oil. As baby digestive system still in the development stage, do gauge the volume and the usage properly.

It is not recommended for 6 months. On when a baby can start consuming oil, please ask your consultant doctor as they would be more knowledgeable on this matter.

100% Almond Powder/100% Organic Black Sesame Powder

No, it is a sugar free product and only contains 100% pure apricot kernel powder.

Short Grain Brown Rice-2KG

Our brown does not contain a nutrition analysis for cholesterol as brown rice usually do not contain cholesterol.

 

Radix Notoginseng Vegetarian Capsule

Tianqi helps with blood circulation. Women should not eat during their menstrual period or during pregnancy.

It is not recommended for elderly who are taking blood thinner. Please consult a healthcare professional (eg; general GP) on whether he could take this supplement.

Yes. It helps situational of body development and strengthening of the digestive system during development. For special concerns such as “G6PD” can consult their family doctor or health practitioners before purchasing.

Ginkgo Biloba Vegetarian Capsule

Chicken Essense

Yes, our essences are halal certified.

It is produced in Malaysia.

This depends on your constitution, consult a healthcare professional (eg; general GP) first before making the purchase.

Fish essence would be better for caesarean delivery.

Traditional Black Bone Chicken Essence

Our black bone chicken essence is a concentrated version of black chicken soup.

Suitable for all ages except infants but if consumers with special concerns such as pregnant, lactating or special illness, we will encourage consumers to consult their family doctor or health practitioners before purchasing.

Waist Tonic

Twice a day (30ml each time) before or after meals. Shake well before use. (Use the measuring cup provided).

It is due to one of the ingredients used in the waist tonic (Radix Polygoni Multiflori Praeparata) is prohibited for use for pregnant women, patient with liver dysfunction and liver damage. If consumed, it can cause serious side effect (related with liver damage), such as; abnormal liver biochemical indices, body weakness, loss of appetite, nausea, yellowish urine, yellowish eye and yellowish skin.

HockHua Waist Tonic is made from 100% natural herbs. Contains no alcohol.

No sugar added. The sweetness comes from Oligosaccharides which are suitable for diabetes.

 

However, there are other forms of sweetness comes from dates and herbs.

 

Thus for consumers who have diabetes conditions are still encouraged to seek health professionals (eg. your personal GP) advices since they are the ones who knows best your condition.

No it is not suitable as Waist Tonic is contraindicated for breastfeeding women.

HockHua Waist Tonic is made from 100% natural herbs. Contains no alcohol.

No sugar added. The sweetness comes from Oligosaccharides which are suitable for diabetes.

These soups do not have an expiry date. However, with proper storage (keeping it in the refrigerator), it can be kept for one year from the product’s manufactured (packing) date.

When kept outside in a cool and dry place, the soups can only be kept for 1 month.
(Postpartum): Ginseng Performance Soup, American Ginseng Soup, Eucommia Soup, Complete 10 Tonic Soup, Oriental Fair Lady Soup, Nourishing Chicken Soup would be suitable for postpartum use.

(Postnatal): Ginseng Performance Soup, American Ginseng Soup, Eucommia Soup, Complete 10 Tonic Soup, Oriental Fair Lady Soup, Nourishing Chicken Soup would be suitable for postnatal use. We also have Hockhua Confinement Complete Pack(contains 28 different herbal soups), which is specially formulated for the recuperation of new mothers throughout the confinement month.

We would recommend you to use soups such as Ginseng Performance Soup, American Ginseng Soup, Nourishing Chicken Soup.

For 150g normal bottled bird nest, it contains 3g of dried bird nest in the bottle. For 150g special grade bottled bird nest, it contains 4g of dried bird nest in the bottle.

 

For (6x75g) bird nest, each bottle contains 1.3g of dried bird nest.

For (6x75g) special grade bird nest, each bottle contains 1.5g of dried bird nest.

HockHua Waist Tonic is made from 100% natural herbs. Contains no alcohol.

No sugar added. The sweetness comes from Oligosaccharides which are suitable for diabetes.

Per tael is equivalent to 37.5g

VIP Department

For point redemption, a min of 500 points is required before 30th November annually and only can be redeemed at any Hockhua Tonic physical outlet. Points redemption period starts right after Chinese New Year till the end of June annually.

Points are calculated through the system based on Individual products and will be reflect on the purchase receipt. Points will be only accumulated when membership are provided during purchase. There is no expiry date unless points are used up or accounts are ceased.

No. Accumulated points are not allowed to be combined under different accounts for point redemption.

No. Memberships are non-transferrable.

Yes. Memberships accumulated points is transferrable, with proper write in request to vip@hockhuatonic.com.sg. and the Transferrer Memberships will be ceased upon points transferred.

To update particular, you may visit any Hockhua Tonic outlet or login to https://www.hockhuatonic.com/hockhua-member-update/ .

You may visit any Hockhua Tonic outlet or email to vip@hockhuatonic.com.sg.

For new enrolment of membership, the first-year membership fee is $10 subsequently renewal fee is $10 for 3 years.

You may renew your membership at any Hockhua Tonic outlet or login to www.hockhuaestore.com.sg .

As a member, you can enjoy a 5% to 20% discount on selected items when you purchase from any Hockhua Tonic outlet or Hockhua official Estore and earn accumulated points when you purchase from any Hockhua Tonic outlet or Estore. These points can be used to redeem selected products after the Chinese New Year. The more points you accumulate, the more items or higher value products you can redeem. There is no expiry date for points up to date.

No. Membership is non-transferred and the account will be terminated.

Family members can opt for

1)      Balance accumulated points can transfer to existing Hockhua Member if any. 

2)      Apply for a new membership and transfer all the balance accumulated points to your account.

3)     Cease member’s account and redeem all balance accumulated points (required min 500 points)

4)     Cease the account directly and all the balance accumulated points are to be forfeited.

Yes, only valid Hockhua member are entitle for points accumulation, and you are required to log into your account before making any purchase.

No, all accumulate points redemption is only available at physical retail outlet within the stable period.

You may log in to www.hockhaestore.com.sg or visit any physical retail outlet.
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