An order confirmation number is only generated for online orders - once you've successfully placed your order online or via the whalehealthycare@gmail.com, you will receive an email containing the details of your order.

Let us help you! Contact our Customer Service Department via email: whalehealthycare@gmail.com or via hotline number (339) 236-3387 with subject '#W12345 Checking' (#W123456 is your order number)

You can cancel or change order information via email whalehealthycare@gmail.com within 12 hours after placing orders. After 12 hours, we're not able to make any further changes like cancel, upgrades or changes in quantities/shipping information. As Whale is not liable for replacements or refunds for parcels that have been delivered to incorrect addresses provided, we always suggest reviewing your bag and shipping details before you check out!

All emails sent to whalehealthycare@gmail.com will be handled within 1-2 business days. Please check your email regularly to get the support you need as soon as possible.

For further enquiries, please contact our Customer Service Team us via email: whalehealthycare@gmail.com

In case you insist on cancelling your order, you have to pay 30% of the total value of the order you want to cancel. This fee includes: management fee, processing fee and transaction fee.

Typically, the 'Payment Pending' status occurs when payment is unsuccessful. However, if payment is in fact unsuccessful, you should have received an email from us with instructions to reattempt payment.

Please refrain from re-creating your order to prevent duplication! Get in touch with our Customer Service Team via email: whalehealthycare@gmail.com with subject 'Payment Pending' and we'll send you a link for another attempt at payment!

Our Customer Service Team can help to verify your payment and resend an order confirmation email. Please reach out to us via email: whalehealthycare@gmail.com or via phone number (339) 236-3387with subject 'Order Whereabouts' as the concern.