Ordering

• Q

  What currency is the website price in?

  A

  The prices on the official website are in Canadian dollars.

• Q

  Do I need to contact you to confirm my purchase?

  A

  No, you don't need to. The purchase process is all done online. You will receive an [e-Orders] immediately after you complete your order. This [Electronic Reservation Order] will immediately enter the confirmation operation system of Ten Pao Travel. Within 2 working days, the customer service staff will carry out the booking operation according to your Orders, and if the confirmation operation is successful, you will receive a confirmed [Electronic Travel Voucher]. You can Sign In [User Center] to check the status of your Orders at any time.

• Q

  How do I know my tour is confirmed?

  A

  ［The [e-Travel Voucher] means that your booking has been fully confirmed. You need to print the [e-Travel Voucher] and bring it with you on the day of your tour.

• Q

  What if no one contacts me after I have placed my order?

  A

  We contact Us by email or phone. If you do not receive your [e-Travel Voucher] within 2 working days after placing your order, please contact Us at the bottom of the website or at [email protected].

• Q

  How can I check the status of my order?

  A

  You can check the status of your Orders by clicking on [User Center] after you Sign In.

• Q

  Can I order for someone else and what is the procedure?

  A

  Yes, you can. However, when ordering, please be sure to correctly fill in the real name, gender and contact number of the tour participant. This is to avoid any inconvenience to the tourists if there is a mistake when checking in the tour and at the hotel.

• Q

  If I can't book the tour I want to join online, is there any offline customer service to help me select more tour routes?

  A

  Yes, you can call our customer service number and our customer service representatives will provide you with more tours to choose from and you can book directly over the phone.

Payment Related

• Q

  Do you only accept credit cards?

  A

  Besides credit card payment, we also WeChat/Alipay payment, you can use Visa, Mastercard credit card as well as UnionPay card for payment. If you want to use other payment methods, please contact us through our customer service hotline. Offline, we accept bank transfer, cash and other methods of payment.

• Q

  Does Tianbao Travel accept Chinese credit cards?

  A

  Yes, but your card must meet the following two conditions: 1. Dual currency RMB/USD credit card 2. Online payment function is enabled.

• Q

  How can I pay with UnionPay card?

  A

  We accept payment by UnionPay card. The website is billed in Canadian dollars and payment is made in RMB and debited to your UnionPay card.

Product Related

• Q

  Is the tour I booked operated directly by Ten Pao Tours?

  A

  Tianbao Travel's mission is to provide the highest quality, reasonably priced, and most cost-effective overseas Chinese tours for our customers. Tianbao Travel is one of the largest Chinese travel agencies in Eastern Canada, and it operates a number of tours in Eastern Canada. Except for the Eastern Canada tours, the other tours you ordered are directly operated by Tianbao Travel's local partners, who have been identified and certified by Tianbao Travel's travel experts, and have more than 10 years of operational experience and good customer feedback.

• Q

  How to praise or complain?

  A

  Tourist experience first is Tianbao Travel's service tenet for many years, we very much respect your valuable feedback and suggestions, if you have any praise or complaints, please promptly call or e-mail us, our staff will promptly follow up for you.

Tours

• Q

  What should I do if my flight is delayed or changed?

  A

  Please contact us by calling the emergency number or customer service number stated on the e-Travel Voucher. We will try our best to accommodate you during the service hours. If your actual arrival time exceeds our pick-up time, please go to the hotel directly by yourself. The pick-up fee cannot be refunded.

• Q

  Who is not suitable for the tour?

  A

  The tour is not recommended for infants under 2 years old, people who cannot take care of themselves or people with serious illness. Our guides are not professionally trained in this field. Any responsibility is the sole responsibility of the tour members.

• Q

  What documents must I bring on the day of the tour?

  A

  Government-issued ID and necessary travel documents (valid passport, driver's license, etc.).

• Q

  If a traveler falls ill suddenly, is it possible to change the person joining the tour?

  A

  Yes, you can. You need to notify us by calling our customer service number 24 hours before departure.

• Q

  What should I do if I have special requirements for the meals?

  A

  If you have special requirements for self-paid group meals, such as vegetarian meals or allergies to certain foods, please indicate this in the notes when you make your reservation, and we will try our best to meet your meal requirements by communicating with the ground transportation agency in advance according to your requirements.