FAQ

FAQ

    1. How to Place an Order on the Website?
    Customers can select desired items on this site, add them to the cart, and follow the instructions to fill in delivery address, payment method, and other details. Once the payment process is completed, the order is successfully placed.

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

    2. How Long Does Delivery Take?
    After order confirmation, we typically arrange shipment in sequence as soon as possible within 1–5 days. Actual delivery times depend on the logistics company or cold chain delivery status and our inventory levels. Deliveries may be delayed during public holidays, bad weather, or traffic restrictions (such as heavy rain or Signal No. 8).

    3. How to Track My Order?
    Once your order is shipped, you will receive a phone call from the logistics company to schedule a delivery time. Generally, delivery can be scheduled before 9 PM. In case of special circumstances or delivery delays, it is recommended to contact the SF Express customer service hotline 2929 2929 for inquiries or complaints. We will also assist in following up on the relevant arrangements.

    4. Are There Any Free Delivery Offers?
    Orders of HK$300 or more qualify for free delivery (calculated based on the final amount after discounts or coupon codes). If the order total is below the free delivery threshold, a HK$30 shipping charge will apply. Thank you for your understanding.

    5. What is the delivery coverage and are there any additional fees?
    Our delivery service covers major areas such as Hong Kong Island, Kowloon, the New Territories, and Lantau Island.
    Delivery can also be arranged for Ma Wan, Discovery Bay, Sha Tau Kok, and Hong Kong International Airport.
    Delivery is currently not available for areas that require ferry transport or special vehicles to reach.

    6. What should I do if I find the products thawed or damaged upon receipt?
    Please inspect your items immediately upon receipt. If you find any products thawed, melted, with damaged packaging, or not matching your order, please take photos for evidence and contact us via WhatsApp at 9496 0189 (⚠️ WhatsApp only). We will process your refund or replacement as soon as possible.

    7. How do I return or exchange items?
    Due to the nature of frozen foods, returns or exchanges are generally not accepted for non-quality issues unless the product is defective or was shipped in error. If you encounter a quality issue, please provide proof and contact information as soon as possible after receipt, following the instructions in Section 6 above. We will assist in arranging a return, exchange, or replacement.

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

    9. How can I contact you?
    For any enquiries or requests, please contact us via the following channels:
    WhatsApp: 9496 0189 (⚠️ WhatsApp only)