What are Non-business Days？

• Non-business Days refer to days when a merchant is unable to dispatch goods to the HKTV sorting center and needs to apply for leave.

• All dates selected and visible within the system will be designated as Non-business Days, meaning that no orders will require delivery to the warehouse on those specific dates.

• If a merchant sets consecutive days (exceeding 3 days) as Non-business Days, their store items will be set to "Store Closed" in advance, starting from 9:00 AM on the day prior to the first Non-business Day. The relevant items will become available for purchase again at 6:00 PM on the final Non-business Day. HKTV reserves the right to make the final decision.

• If a merchant fails to configure their Non-business Days in the system, resulting in a failure to deliver goods to the sorting center on schedule—which subsequently causes order delays or cancellations—HKTVmall will impose a penalty fee on the merchant. No exemptions will be granted under any circumstances.

• Please note that if a day is configured as a Non-business Day, the system will not generate a [Daily Order Report] for that date. If necessary, merchants can check the orders received on that day via the MMS Order Management system.

• During the "Store Closed" period, HKTVmall will temporarily take down the merchant's advertisements and notify them accordingly. Merchants are advised to review their non-operational dates (including both Non-business Days and Non-pick-up Days) before booking advertisements to prevent them from failing to publish. For details, please refer to the relevant email notifications from the Advertising Department.

What are Pick-up Days?

• Pick-up Days refer to the days on which a merchant can dispatch goods. Generally, the default pick-up schedule for merchants is "Monday to Saturday"; however, merchants may apply to change their pick-up schedule to "Monday to Sunday".

• If your dispatch schedule is "Monday to Saturday", it means you will only dispatch goods from Monday to Saturday. Sundays will be configured as non-business days by default; you do not need to request your RM (Relationship Manager) to set every Sunday as a Non-business Day. 

• If your dispatch schedule is "Monday to Sunday", it means you will dispatch goods from Monday to Sunday. 

How to Apply to Add or Remove Non-business Days? 

• Merchants are not permitted to add or remove any Non-business Days within the system independently.

• Merchants must submit an application to their RM (Relationship Manager) to designate a specific day as a Non-business Day at least 15 days in advance, providing the reason for leave, and await approval from the Relationship Manager.

• Applications to add 3 or more single Non-business Days within the same month (excluding public holidays and Sundays) will not be accepted. See the example below:

  • • Requested Dates: 3 March, 10 March, and 17 March

    • Result: Rejected (3 single Non-business Days requested within March)

• If a merchant is unable to dispatch goods on a Non-business Day that has been rejected, they may choose to temporarily take down their products 4 to 7 days prior to the holiday to avoid orders being scheduled for dispatch on that day.

• If an order has unfortunately been placed for a Non-business Day prior to the application submission, the merchant is still required to dispatch the goods in accordance with the system's Pick-up Date. Any early or late deliveries to the warehouse, or order cancellations, will incur a penalty fee of HK$100 per order.

• Merchants using GOGOVAN services must also ensure that no orders are scheduled on their days off. If there are orders on that day, they must be cancelled before 9:00 AM; otherwise, GOGOVAN may also impose a penalty fee.

Merchants can now view Non-business Days in MMS 2.0.

• MMS 2.0 > [Store Management] > [Basic Store Settings] > [Warehouse & Logistics Setup] > [Non-business Days] or click here to access.

Non-business Day Arrangements for Hong Kong Public Holidays 

HKTVmall is committed to maintaining normal operations 364 days a year to ensure seamless logistics, reduce customer delivery wait times, and enhance the overall customer experience. We sincerely invite our merchants to maintain normal operations during public holidays to attract more customers to shop for their favourite items and enjoy the convenience of online shopping.

If a merchant is unable to operate during a public holiday, we hope that customers can still browse your products during the non-operational period and remain informed about the arrangements for when business resumes.

Scenario 1: Public Holidays

If a merchant is unable to operate during a public holiday, resulting in a non-operational period of 2 or more consecutive days (where at least one day is a public holiday), we will set your store status to "Store Closed" (products will not be taken down) starting from 9:00 AM on the day prior to the closure, until 6:00 PM on the final non-business day.

• Example 1: If the merchant is unable to operate for 2 consecutive days on 24 December and 25 December (Public Holiday).

• Example 2: If the merchant is unable to operate for 2 consecutive days on 25 December (Public Holiday) and 26 December (Public Holiday).

• Example 3: If the merchant is unable to operate for 2 consecutive days on 26 December (Public Holiday) and 27 December.

• Example 4: If the merchant is unable to operate for 2 consecutive days on 31 December and 1 January (Public Holiday).

• Example 5: If the merchant is unable to operate for 2 consecutive days on 1 January (Public Holiday) and 2 January.

* This does not apply to merchants whose entire product range is enrolled in the 3PL service or the HKTV 8 Hours Delivery scheme; these merchants do not need to apply for Non-business Days.

* If a portion of a merchant's products is enrolled in the 3PL service while the remaining products maintain Standard Delivery, the merchant may still apply for Non-business Days. The relevant Non-business Days will not affect 3PL dispatches.

Detailed Example for Scenario 1:

Example 1: Unable to operate for 2 consecutive days during a Public Holiday period 

Example 2: Note for merchants whose Pick-up Days are Monday to Friday

• If a merchant's Pick-up Days are Monday to Friday, it implies that the merchant is unable to operate on Saturdays and Sundays. If Friday is a Public Holiday and is configured as a Non-business Day, the arrangements are as follows:

Example 3: For merchants whose Pick-up Days are Monday to Saturday, it implies that the merchant is unable to operate on Sundays. If Saturday is a Public Holiday and is configured as a Non-business Day, the arrangements are as follows:

Example 4: For merchants whose Pick-up Days are Monday to Saturday, it implies that the merchant is unable to operate on Sundays. If Monday is a Public Holiday and is configured as a Non-business Day, the arrangements are as follows:

Example 5: For merchants whose Pick-up Days are Monday to Friday, it implies that the merchant is unable to operate on Saturdays and Sundays. If Saturday is a Public Holiday, the arrangements are as follows:

Scenario 2: Regular Days (Including Saturdays & Sundays, excluding Public Holidays)

If the Non-business Days applied for by the merchant do not include any public holidays, the existing arrangement remains unchanged. If a merchant is unable to operate for 3 or more consecutive days, we will set your store status to "Store Closed" (products will not be taken down) starting from 9:00 AM on the day prior to the closure, until 6:00 PM on the final non-business day.

Detailed Example for Scenario 2:

Example 1: Unable to operate for 3 consecutive non-public holiday days

Example 2: Unable to operate for 5 consecutive non-public holiday days

Notes:

1. Actual operation when a store is set to a Non-business Day:

Timeframe during which affected products display "Store Closed":

• Starting from 9:00 AM on the day prior to the first non-business day, affected products will display "Store Closed," and customers will be unable to purchase these items. Your store's products will remain online and will not be taken down. Customers will be able to see the store's reopening date clearly on the product page, making it convenient for future purchases.

• The products in question will become available for purchase again at 6:00 PM on the final non-business day, with no additional configuration required from the merchant.

2. When affected products display "Store Closed", the store interface will be updated as follows:

(Search Results)

(PDP)

3. Advertising Arrangements

• During the "Store Closed" period, HKTVmall will temporarily take down its advertisements and notify the merchant. Merchants are advised to take note of their non-operating dates (including Non-business days and Non-pickup days) before booking advertisements to avoid instances where advertisements cannot be published. For further details, please refer to the email notifications from the relevant advertising department.

Non-business Day FAQs

1) Why can’t I see my applied non-business days in the MMS system after submitting the MCS form?

Answer: Once you have successfully submitted the form, if the application is approved, the non-business days will be displayed in the MMS system within 3 to 5 working days. Merchants are advised to check the non-business days in the system themselves. If you still cannot see your applied non-business days after 5 working days, please contact your Merchant Relationship Manager.

2) Why would my non-business day application be rejected? 

Answer: If a merchant applies for 3 or more single non-business days within a month (excluding public holidays and Sundays), we will not accept their application to add these non-business days.