FAQ FAQ

International EMS.

If your order has not reached you within the normal delivery time frame, please first contact your local post office with your tracking number for further assistance. If the parcel remains untraceable, please contact us by online service system. Please include your order number in all correspondence with our customer service.

Customers are reminded to familiarize themselves with all laws and regulations governing imports to the destination country/region before placing their orders

Recipients must be aware of and abide by all import regulations and restrictions of the destination country/region (e.g., bans or restrictions on imported products). They bear full responsibility for violations of relevant laws. Where delivery to the designated shipping address requires customs inspections by relevant authorities in the destination country/region, import duties charged after completion of such spot inspections are fully borne by the recipient.

No refund is granted if the customer fails to receive merchandise which has been seized due to violations of the import regulations of the destination country/region. 

Recipients must provide their full names as indicated on their ID documents. Incomplete names can cause unsuccessful delivery or receipt of packages.

If packages are returned as undeliverable, the website will not refund associated expenses (e.g., shipping fees).

因違反收貨國家(地區)之進口規範造成商品查扣之情形，商品除無法交付收貨人外也無法進行退款動作。 

收貨人請務必填寫身分證件上之完整姓名，若填寫不完整有可能造成包裹無法順利送達或者無法領取。

因無法領取而被退回之情形，本網站恕無法退回相關費用(如運費等)。 

Recipients must provide their full names as indicated on their ID documents. Incomplete names can cause unsuccessful delivery or receipt of packages.

Before placing an order, the buyer must gain a full understanding of import laws and regulations and import prohibitions of his/her country/region of residence. If ordered merchandise is confiscated in the destination country/region, the Center assumes no responsibility therefore. In case of confiscation, the Center does not refund the value of ordered merchandise or paid delivery and handling charges.

 If merchandise is returned for personal reasons such as purchase of the wrong item or ordering of products that fail to meet personal needs, incurred shipping costs are fully borne by the customer. If you wish to return a delivered item, please contact the Customer Service Center by e-mail at service@drwu.com. Upon review and approval of return requests, customers will be notified by e-mail. Upon receipt of written notifications, buyers must send the item(s) in question back to Dr. WU by EMS or airmail package within three days. Refunds are credited to the customer’s credit card. Shipping fees are not refundable. We will refund the total value of the originally ordered merchandise minus postage charges (NT$ 500) (all refunds are made in NT dollars; losses due to exchange rate differences are borne by the customer).  

Import duties, VAT, customs clearance charges, and postal charges may be levied pursuant to relevant laws of the destination country. Payable duties and charges are fully borne by the customer or by the recipient if the buyer and the recipient are different persons. They are directly charged by the delivery post office or freight company of the destination country/region. 

Since overseas orders are delivered by Chunghwa postal service as international packages sent by registered airmail, actual delivery times are impossible to confirm. We therefore recommend contacting local post office personnel upon arrival of the package to accelerate package retrieval. The international mail tracking service of Chunghwa Post allows queries of the package status by entering the item number CC_______TW in the designated field at the following link: https://postserv.post.gov.tw/pstmail/main_mail.html?targetTxn=EB500200

Any problem with the shipment must be reported to us within 14 days after it has been sent. We offer money back guarantee if you are dissatisfied in any way. Only unused, unopened items can be returned. All return items must remain in the original condition in which they were received.

To return an item, please follow the steps of Return&Exchange. 

For refunds, please allow 1-2 billing cycles for your account to be credited.If your order was shipped or returned, you are responsible for the original shipping charges. Sometimes, import fee might result from the returned shipment. If such fees occurred, they would also be deducted from your refund. 

*Please note: Only products purchased at drwu.com may be refunded and cancelled. 

If you would like to exchange for other items that cost more than the original purchase, please contact us via online service system for more information on payment procedure.

Get more information: Return&Exchange

DR.WU follows Ministry of Finance's "E-invoice Guidelines" and issues "dual-copy e-invoice" for all purchases made on the website. DR.WU does not mail e-invoices, but uploads invoice numbers onto the website for members' reference.

"DR.WU" will check all e-invoices for lottery winnings as soon as winning numbers are released on the 25th of each month. If you win any of the lottery prizes, our customer service personnel will send winning invoices to you within 7 working days via registered mail.

Important reminder: Winning invoices are mailed to the purchaser's address, so please make sure that the purchaser's address is correct. You will be deemed to have forfeited your prizes if you provide a wrong address that prevents the winning invoice from being mailed to you.

Hard copy invoice will be mailed after the 7-day cooling-off period, or approximately 10 working days after shipment.

According to Regulations Governing the Use of Uniform Invoices, invoices can be re-issued only in the case of error. An invoice can not have the buyer changed from an individual to a corporate entity, or from a corporate entity to an individual. Once an invoice has been issued, the seller can not alter buyer's name or business ID without valid cause, and re-issuance of invoice under a different name or business ID at buyer's request is prohibited.

According to the current electronic payment settlement process, only one invoice is issued per order, and we regret that we are unable to issue multiple invoices at request.

E-invoices are issued according to the latest format published by the Ministry of Finance, and the standard format currently does not show buyer's name on the customer copy. We regret that we are unable to re-issue an e-invoice that shows buyer's name. Please contact Online Customer Service Center if you have further queries, and a dedicated officer will be assigned to serve you. (Service hours: 09:00-18:00, Monday through Friday) 

The following credit cards are accepted for payment：MasterCard、Visa、JCB, We also accept Alipay as a payment option on drwu.com. 

Important information:For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match this criteria.

NO. Due to security, you can not change payment options after submitted order.

Sorry for the inconvenience.

After your order has been submitted, a “Order Form" page will be displayed confirming that your order was received. An email confirming receipt of your order will also be sent shortly after your order was submitted. If an order confirmation does not arrive within 24 hours after submission, please contact us via online customer service.

1. Taiwan area

Your order is delivered by Takkyubin express home delivery service. Customers can expect to receive their order within 7 days upon completion of required procedures unless notified otherwise by customer service if special circumstances result in a delay (excluding weekends, public holidays, and delays caused by natural disasters beyond the control of the company)

If you wish to inquire your order status, please utilize the order query system of the Member Center to gain access to the latest information on your order. You may also click “Order Details” to confirm the payment/order/delivery status for the selected entry or dial the customer service hotline where all your questions will be answered by our dedicated personnel.

2. Overseas orders

Your order is delivered by Chunghwa postal service as an international package sent by registered airmail. Expected delivery times for international airmail packages as provided by Chunghwa postal service are listed below for reference.  

Expected delivery times for different overseas areas 

  Hong Kong, Macao, Mainland China, Japan, Korea, Thailand, Indonesia, Philippines: 7-11 days

  America, Australia, New Zealand, France, Germany, the Netherlands, Central Europe: 10-14 days

  Eastern, Southern, and Northern Europe: 14-18 days

  Shipping fees: A flat shipping fee of NT$ 500 is charged for all overseas deliveries

If your order has not reached you within the normal delivery time frame, please first contact your local post office with your tracking number for further assistance. If the parcel remains untraceable, please contact us by online service system. Please include your order number in all correspondence with our customer service.

Please Sign in to MY ACCOUNT and click "Order Inquiry" menu where detail information on your current order is listed.

Unprocessed Order- Order completed but not complete the payment, opening for cancel the order.

Pending- Order and payment completed, arrange for shipping.

Shipped- Order shipped, you can track your order.

Order completed- Order has been 7 days, you can not return/exchange orders.

Order canceled- Payment not completed / Payment Failed / Cancel order / Apply cancellation.

YES. Before shopping at DR.WU, you need to be a DR.WU online member.

Already a member? Just sign in! The fastest and easiest way to become a DR.WU online member, please click !It's Free to join!

Welcome to DR.WU Online. Shopping is easy, convenient and secure. After your order has been submitted, a “Order Form" page will be displayed confirming that your order was received. An email confirming receipt of your order will also be sent shortly after your order was submitted. If an order confirmation does not arrive within 7-18 days after submission, please contact us by online Online Customer Service. For fastest service, please have your order number available.

Orders are processed within 48 hours after payment completion. The processing time does not include weekend days or major holidays. Orders placed on Saturday, Sunday, and holidays will be processed on the following work day.

▲International EMS.

▲FREE shipping within Taiwan. International delivery fee is USD $15 per order.

Once an order has been placed, we do not have the administrative capability to add, remove or change items. You must cancel your order and replace it with a new order.

After your order has been submitted, a “Order Form" page will be displayed confirming that your order was received. An email confirming receipt of your order will also be sent shortly after your order was submitted. If an order confirmation does not arrive within 24 hours after submission, please contact us via online customer service.

Please Sign in to MY ACCOUNT and click "Order Inquiry" menu where detail information on your current order is listed.