Frequently Asked Questions

How to receive personalized TCM formulas from my acupuncturist?


1. Download WeFine Health App. 2. Sign up an account using your mobile number or email address. (Click ‘Send’ to get a verification code from the mobile number or email address you entered) 3. Find your TCM practitioner and follow him/her by tapping the heart symbol on the top right corner of his/her page. 4. Wait for your practitioner to personalize TCM formula for you. Once your formula is ready, you will receive a notification. 5. Purchase the personalized formula in your cart. We accept following types of payment: Visa, MasterCard, Discover, American Express, Paypal, WeChat Pay and Alipay. 6. Once your order is placed, you can check your order status and track your package in Me-Product Orders. 7. Your personalized TCM formula will normally delivered to your address within 2 days. 8. For subsequent visits, you can also try our online consultation services to see the practitioner you want anywhere and anytime.




How do I change my account login email address or mobile number?


You can change your currently registered email address and mobile number or add a new one if you haven’t in ‘My Profile’.




How do I change my account password?


You can change your account password in ‘My Profile’.




What kinds of payment methods do we accept?


We accept the following forms of payment: Visa, MasterCard, Discover, American Express, PayPal, Debit card, Wechat and Alipay.




Can refund be issued to a different method of payment?


We are sorry that refund is processed to the original payment method. We are unable to issue it back to another account other than the original one.




How long is one online consultation session?


One session of our online consultation is 30 minutes. The timer will start when your practitioner enters the chat.




Can I reschedule or cancel my online consultation?


If your practitioner has not confirmed your application, you are free to cancel your appointment. If your practitioner has already confirmed your appointment, you could still cancel your session without charge 24 hours before the scheduled time. If you want to cancel your confirmed appointment that starts within 24 hours, 50% of the consultation fee will be charged as administration fee.




How can I communicate with my practitioner during the online consultation?


During online consultation, you could communicate with your practitioner through text, photo, audio and video-chat.




What should I do if my practitioner did not show up during my online consultation?


If your practitioner is late for over 15 minutes or does not show up at all in the online consultation, you could report this no-show, and you will get full refund. We apologize for any inconvenience caused by us. Practitioners will be punished for each no-show reported.




How can I get my personalized TCM granule product?


During online consultation, practitioner will suggest you a personalized TCM herb formula for you. You could purchase this personalized product in you cart. A detailed instruction about this formula will come together with your order.




Can I have a subsequent visit with my practitioner?


You can check your online consultation history and make a subsequent visit with discount in ‘Chat’ - ‘History’.




How to cancel your product order?


All confirmed order could not be cancelled.




Can I modify shipping address?


If your order has not been shipped, you could contact us for help. If your order has already been shipped, we are not able to modify the shipping address for you. So please double check all your shipping information before you place the order.




Package received with item missing or damaged?


If you received your package with item missing or damaged, please contact us for re-order or refund.




Can I return my order?


We are sorry that we do not accept any product return. If the product you received is damaged or has defects, please contact us for re-order or refund.





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