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FAQ   

1. How can I purchase the powered formula I need during periods of peak demand, e.g. long holidays or festivals?
2. What can I do if I go to a designated outlet of the ‘Pre-Order Safety Net’ with my milk coupon but the powered formula I want is out of stock?
3. How can I obtain the milk coupon?
4. How many tins of powdered formula can be bought with each milk coupon?
5. How many pharmacies are applicable with this milk coupon?
6. Besides going to the designated outlets of the “Pre-Order Safety Net” under the Hong Kong General Chamber of Pharmacy, are there some other ways to purchase the powdered formula I need?
7. How can formula milk suppliers ensure that the service hotline is capable to handle enquires during periods of peak demand?
8. How can the suppliers guarantee sufficient powdered formula supply for local babies?

1. Q: How can I purchase the powered formula I need during periods of peak demand, e.g. long holidays or festivals?
A: Major formula milk suppliers under the Hong Kong Infant and Young Child Nutrition Association, and the Hong Kong General Chamber of Pharmacy have jointly set up the “Pre-Order Safety Net”, which reserves 1.65 million tins* of powdered formula for local babies per month. If parents have extra needs before long holidays, they can register with the suppliers to obtain milk coupons, and purchase the powdered formula they need at the designated outlets under the Hong Kong General Chamber of Pharmacy joining the “Pre-Order Safety Net”. (For details, please visit: http://www.hkgcpl.com.hk/news.php?cat=MILK) Local parents will be given precedence to obtain the reserved powdered formula.

* Total quantity reserved for local babies each month by members of HKIYCNA namely Abbott, Cow and Gate, Friso, Mead Johnson, Nestle and Wyeth Nutrition, as well as Snow Brand.
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2. Q: What can I do if I go to a designated outlet of the ‘Pre-Order Safety Net’ with my milk coupon but the powered formula I want is out of stock?
A: Seven major formula milk suppliers have already placed a box of powdered formula of each stage in the designated outlets of the “Pre-Order Safety Net”. Designated retail outlets have promised to reserve these stocks for local babies to ensure sufficient supply. If local parents cannot be supplied with the powdered formula they need in the designated outlet, they can reserve the product with the milk coupon and purchase it after 3 working days at the same outlet with the milk coupon receipt.
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3. Q: How can I obtain the milk coupon?
A: Parents just need to call upon the hotlines of relevant brands and register by providing the identity proof of their babies (e.g. Hong Kong Birth certificate) (Parents are free to choose joining the mama clubs or not).They will receive milk coupons by post in 2 – 3 working days.
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4. Q: How many tins of powdered formula can be bought with each milk coupon?
A: Parents can buy 1 tin of powdered formula with each milk coupon. Once the registration is completed successfully, parents will receive 6 milk coupons with which they can purchase a maximum quantity of 6 tins per month, which is sufficient for the monthly needs of a baby.
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5. Q: How many pharmacies are applicable with this milk coupon?
A: At present, there are more than 90 designated pharmacies across different districts joining the 'Pre-Order Safety Net' system. List of designated pharmacies will be posted to parents together with the milk coupon. The list of retail stores has been uploaded to the website of the Hong Kong General Chamber of Pharmacy: http://www.hkgcpl.com.hk/news.php?cat=MILK
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6. Q: Besides going to the designated outlets of the “Pre-Order Safety Net” under the Hong Kong General Chamber of Pharmacy, are there some other ways to purchase the powdered formula I need?
A: Six major formula milk supplier members under the Hong Kong Infant and Young Child Nutrition Association have provided different channels for parents to purchase the powdered formula they need. They can call upon the suppliers’ service hotlines or go to their websites to order products online, as well as to enquire about other order arrangements.

Website and service hotlines of major formula milk suppliers
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7. Q: How can formula milk suppliers ensure that the service hotline is capable to handle enquires during periods of peak demand?
A: Formula milk suppliers are committed to invest additional resources to strengthen and enhance the hotline services. Hotline service capacity can be raised to 150% when necessary to ensure speed and efficiency in handling enquiries and orders. We also guarantee to reply all voice messages within 24 hours.
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8. Q: How can the suppliers guarantee sufficient powdered formula supply for local babies?
A: Seven major formula milk suppliers have already reserved 1.65 million tins* of powdered formula for local babies each month. We promise to further improve the efficiency of stock replenishment mechanisms. If necessary, air freight will be used to replenish goods.

In addition, we would keep close contact with the retailers. Formula milk suppliers will enhance the capacity for distribution and delivery of goods, including daily delivery to stores when required. The Hong Kong General Chamber of Pharmacy will keep the reserved stocks of formula milk suppliers who joined the “Pre-Order Safety Net” in the headquarters for emergency replenishment in the designated outlets, so as to respond to customer enquires more swiftly.

* Total quantity reserved for local babies each month by members of HKIYCNA namely Abbott, Cow and Gate, Friso, Mead Johnson, Nestle and Wyeth Nutrition, as well as Snow Brand.
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