FAQS

Q: Are there other options for me to purchase the products other than through the website?

A:

  1. Working Hours (Monday – Friday from 8 am-5.30 pm : Contact us via email at orders@lobo.co.th or  via phone at 02-3840036 ext. 1520 stating the product and quantity, and our staff will proceed to order for you.
  2. After Hours : Contact us via email at orders@lobo.co.th or via Facebook  at https://www.facebook.com/messages/LoboFanpage/

Q: Can I make adjustments to my recent purchase? How?

A:  Please be noted that customers are able to adjust their orders only if the parcel has not been handed over to the post office. This includes the address of delivery, list of products, and quantity.

  1. Working Hours (Monday – Friday from 8 am-5.30 pm) : Contact us via email at orders@lobo.co.th or  via phone at 02-3840036 ext. 1520.
  2. After Hours : Contact us via email at orders@lobo.co.th or via Facebook  at www.facebook.com/LoboFanpage/messages

Q: How much do I need to buy to get free shipping? What are the conditions?

A: For orders at 500 THB or more, we offer free shipping with the following conditions:

  1. Gross weight (product  weight + packaging  weight) under 2 kilograms, we offer free registered mail delivery. (Takes 3-7 working days, depending on the area of delivery)
  2. Gross weight (product  weight + packaging  weight) over 2 kilograms, we offer free parcel post delivery. (Takes 3-7 working days, depending on the area of delivery)

Remarks: Customers can also choose EMS delivery if you cannot wait that long or in case of urgent matter. However, customers are responsible for the delivery fee.

Q: How can I track my order?

A: Customers will be able to track their order via email. We will be sending you an email stating the tracking number for your order within a few working days after we have received the payment confirmation.

  • Registered Mail and EMS – The tracking number will start with the letter “R” for registered parcel, and “E” for EMS parcel. Copy the given tracking number and paste it on http://www.lobo.co.th/en/tracking . It will take 3-7 days for registered parcels, and 1-3 days for EMS parcels, depending on the area of delivery.
  • Parcel  post– The tracking number will start with the letter “P”, but the given tracking number via email is not valid on our Tracking page or Thailand Post’s website. If you would like to check its status, kindly contact Thailand Post’s call center at 1545 and ask for the phone number of the destination’s post office to contact them about your parcel, or contact us via phone at 02-3840036 ext.1520 to help track your order. The duration of delivery will take up to 3-7 working days, depending on the area of delivery.
  • Our  website – You can also check the delivery status 3-5 days after purchasing on our website by simply log in here

Q: I forgot my username and Password.

A: Simply click here and fill in your email address. The system will send you a link to renew your password.

Q: Do you ship overseas?

A: We only accept order within Thailand. However, when the opportunity comes, we hope to be able to serve our customers overseas.

Q: What is the product’s shelf life? How can I be sure if the products I ordered will be fresh from your stock?

A: Our product’s shelf life varies from 18-24 months depending on the type of product. However, our policy for online purchases is the product must have at least half of its actual shelf life when delivered to our customers.

Q: What are the payment methods available?

A: 

  1. Credit Card – Visa and Master Card
  2. Debit Card – All banks that support online transactions
  3. Direct Tranfers – After receiving the email stating the amount of your purchase, you can transfer the amount given through your bank of choice, via ATM, or Online Banking. Please keep the slip or receipt as evidence to inform us afterwards.
  4. Counter Service/Over the Counter :
  • Counter Service at Seven-Eleven, Tesco Lotus, Big C
  • mPay by AIS
  • Pay@Post by Thailand Post
  • Just Pay by TOT

*Remarks – There may be service fees when arranging payments over the counter*

Q: Do I need to inform you when I have arranged the payments?

A: If you chose to pay via credit or debit card, you don’t need to inform us again as it is done automatically. The system will inform us right away when the transaction is successful.
However, for customers that chose to pay by transferring directly or over the counter, customers must inform us the payment details, stating your order number, date and time, and bank name via email at orders@lobo.co.th , via Facebook at https://www.facebook.com/messages/LoboFanpage/ , or on our payment confirmation page here.
Kindly inform us within one day so that we can process the order to you as soon as possible

Q: How can I exchange, return or refund my purchase?

Terms and Conditions

The company agrees to return or refund within the period of 7 days after the customer receives the goods given that conditon of product and packaging must be in the condition as described below. Otherwise, we will not process refund or return in any circumstance. 

Reason Within 7 days The product and packaging is unused and in original condition Exchange Or Return and Refund

Wrong goods shipped

Condition

- The product is unused.

          x                                                    x        x  

Damaged goods found on arrival

Condition

- Defected goods or packaging from the company itself 

- Damaged goods from mishandling of transportation

          x                                                    x        x                   x

 

Remarks

  1. In case of return, the product must be shipped back to the company within 7 days after delivery date (according to the date recorded by transportation company) with proof of delivery e.g. receipt. 
  2. The customer must contact the company for exchange, return or refund and it must be approved by the staff before processing.
  3. The company will need 2-7 working days for investigation and processing after the returned product arrives our office.
  4. In case the company found there is nothing wrong with the returned product, same product will be shipped back to the customer. And the case is considered as final / closed.

Transportation charge in case of return

  1. The company will be responsible for the cost incurred only if we found the error was from the company.

Refund condition

  1. In case the customer cancel the order and request for refund before the product is shipped, the company will request for payment or bank information of the customer. And refund will be processed within 15 working days.
  2. In case the customer received the product and want to return within 7 days, the company will request for payment or bank information of the customer. And refund will be processed within 15 working days.

In case of return

Please report the reason of return 

Our staff will send you Claim form to process the return. And we will contact you by phone to confirm your intention on the process.

After the company receives and inspects the  returned product and verify that the product conforms with prescribed condition, the company will send the replacement goods within 3 working days. Or the refund will be processed within 15 working days.

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