DELIVERY GUIDELINES

Please read the Delivery Guidelines before you order:

Delivery Location

We deliver to most areas in Hong Kong. For Country Parks, Outlying Islands and some remote areas, please contact us to check for special delivery arrangements. We will try our best to meet any requests. For Outlying Islands, we can arrange to drop the goods at Central Pier or Tung Chung but the responsibility lies with the buyer to pick them up.

Delivery Restriction

The delivery address must have a functioning lift for deliveries above the second floor, otherwise, climbing stairs requires a surchage of $30 per floor or we are only able to deliver to the ground floor and please arrange to pick up the goods at ground floor. Deliveries are restricted to addresses within 30m of a legal parking space. If the driver is not able to legally park you must meet him at the closest legal stopping area to pick up the goods from the vehicle.

Delivery Charge

Order amount below $500($100 delivery charge). Most orders over $500 have free delivery. Only Shek-O, Big Wave Bay, and Po Toi O is $2,000.

Estimated Delivery Schedule

After order confirmed, final invoice with the estimated delivery schedule will be emailed to you a day before delivery. The delivery schedule changes from day to day, so make sure you check the updated estimated delivery schedule delivery at around 6:00 pm.

In Case, Can’t Be Home To Accept Delivery

1. Arrange with your building management or concierge to have the goods left with security (if you have).
2. If management will not accept this responsibility we can leave the goods outside your door in a cooler bag with ice packs*. These will keep goods cool for a while. This is done at your risk and responsibility. We must be able to gain access to your building so either the building must have someone that can open the door or we must be given a door code. Having us buzz all your neighbours and beg to be let in is not cool.* Cooler bag is left as a courtesy and must be returned.
3. If you are not going to be home please inform us first so we can prepare your goods, the boxes and ice packs in advance. Please note some frozen items such as bread, pies, thin fillets of frozen fish and frozen berries will likely soften if kept in these boxes for many hours.
4. If we cannot access the building or no one can be home to accept delivery(and cooler bag is not allow to put outside), your goods will be returned to our office. A delivery fee ($100) will have to be paid for redelivery on our next delivery day to your area. We will freeze goods by request however you are still responsible for the cost of your order regardless.
5. Please leave payment for us or make payment before the goods arrive.

Check Upon Delivery

Please check the contents of your order upon delivery because we assume your order has been fulfilled once the invoice has been signed. If you have an issue with our products or services after delivery has been accepted, please contact us within 24 hours.

Cooler Bags

Our coolers are left as a courtesy to facilitate delivery. The cooler bags can be returned with your next delivery. You can request a carton box instead, but bear in mind that it is not as effective as cooler bag. Only in special circumstances we will come back and pick up a cooler bag. Sending a truck and driver to pick up an empty bag is not a great use of resources and environmentally friendly.

Weather Delays

If the HK Observatory issues a Black Rain warning or T8 warning, please browse our website or email for any update arrangement.