Shipping policy
Shipping & Delivery Policy
1. Delivery Areas
We currently offer delivery services to all residential and commercial addresses across Hong Kong Island, Kowloon, and the New Territories.
Outlying Islands: Delivery to Tung Chung, Discovery Bay, and Ma Wan is available on scheduled days. For other islands (Lamma, Cheung Chau, etc.), we currently deliver to the respective Ferry Pier only.
Restricted Areas: We do not deliver to P.O. Boxes or restricted government/military zones.
2. Shipping Rates & Free Delivery
We strive to keep our delivery costs as low as possible for our community.
Standard Delivery: A flat rate of HK$50 applies to all orders.
Free Delivery: Orders with a net purchase value of HK$500 or above qualify for FREE Standard Delivery.
Walk-up Buildings: For buildings without a functioning lift, an additional surcharge of HK$40 per floor (starting from the 3rd floor) will be charged and must be paid directly to the driver in cash.
3. Processing & Delivery Times
Order Processing: Orders are processed within 1 business day (Monday – Saturday, excluding Public Holidays).
Delivery Time: Under normal circumstances, you will receive your groceries within 2 to 3 business days after payment confirmation.
Next-Day Delivery: Orders placed before 4:00 PM are eligible for prioritized next-day delivery, subject to driver availability.
4. Order Tracking & WhatsApp Updates
Once your order is packed and dispatched, you will receive a notification via WhatsApp or Email with an estimated delivery window. Our driver will typically call or message you 15-30 minutes before arrival.
5. Reception of Goods (Perishables)
Since we carry food items, please ensure someone is available to receive the order at the scheduled time.
If no one is available, our driver will attempt to contact you.
If we cannot reach you, the goods will be returned to our warehouse. A re-delivery fee of HK$100 will apply for the second attempt.
6. Damaged or Missing Items
Please inspect your delivery immediately upon receipt. If any items are damaged or missing, you must report them to our customer service via WhatsApp at +852 5703 5786 within 4 hours of delivery with a photo of the item.
7. Weather Disruptions
For the safety of our drivers, delivery services will be suspended when Typhoon Signal No. 8 or the Black Rainstorm Warning is hoisted. Deliveries will resume as soon as conditions are safe.
Why this helps you with Meta & Google:
Fixed Rates: Google requires a clear "Shipping Rate" to match what is in your Merchant Center.
Surcharges: Explicitly mentioning "Walk-up buildings" prevents customer disputes which can lead to "Chargebacks" that hurt your Shopify account.
Local Context: Mentioning Typhoon signals and HK-specific districts proves to the platforms that you are a legitimate, local Hong Kong business.