Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

1. How to place an order on the website?
Customers can select the desired products on this website, add them to the shopping cart, follow the instructions to fill in the delivery address, payment method and other information, and complete the payment process to successfully place the order.

Please note: The system does not automatically send order confirmation emails. If customers wish to receive order information, please select "Receive Email" during checkout so that the system can send order details to the email address provided.

2. How long does delivery take?
After order confirmation, we typically arrange shipment within 1–5 days. Actual delivery time depends on the logistics company's or cold chain's delivery conditions and our inventory availability. Delivery may be delayed during holidays, inclement weather, or traffic restrictions (e.g., heavy rain or a No. 8 typhoon signal).

3. How to track my order?
Once your order has been shipped, you'll receive a call from the logistics company to schedule a delivery time. Generally, delivery can be scheduled before 9:00 PM. If you encounter special circumstances or delivery delays, please contact the SF Express customer service hotline at 2929 2929 for inquiries or complaints. We will assist with follow-up arrangements .

4. Is there any free shipping offer?
Single order full Free shipping is available for orders over HK$ 300 (calculated based on the final amount after discount or coupon code). Please note that a HK$30 shipping fee will be charged for orders below the free shipping threshold.

5. What is the delivery range and additional charges?
Our delivery service covers major areas including Hong Kong Island, Kowloon, New Territories and Lantau Island .
Delivery can also be arranged to Ma Wan, Discovery Bay, Sha Tau Kok and Hong Kong International Airport .
Delivery service is not available to areas that require shipping or special transportation .

6. What should I do if the goods are thawed or damaged after receiving them ?
Please inspect the product immediately upon receipt . If the product is thawed, melted, the packaging is damaged, or does not match your order, please take a photo and send us a WhatsApp message at 9496 0189 (⚠️WhatsApp Only). We will process a refund or reissue as soon as possible.

7. How to return or exchange products?
Due to the nature of frozen foods, we generally do not accept returns or exchanges for non-quality issues unless the product itself has quality issues or was shipped incorrectly. If you encounter quality issues, please provide proof and contact information as described in Section 6 above as soon as possible after receiving the product . We will assist in arranging a return, exchange, or reissue.

8.What are the payment methods for cash on delivery?
Cash, AlipayHK , WeChat Pay HK , UnionPay QR code and UnionPay App , BoC Pay , PayMe , Octopus and other electronic payment methods.

9.How can I contact you?
If you have any inquiries or requests, please contact us via the following methods:
WhatsApp: 9496 0189 (⚠️WhatsApp Only)