Hong Kong Area
Basic Delivery Methods
1. Pick up at our Tsim Sha Tsui store
2. Pick up at our San Po Kong warehouse
3. SF Express Pay on Arrival
4. Driver delivery services
Free Shipping
1. For generally orders with atotal payment of HKD$2,000 or more after deducting discounts/deductions, wewill arrange free driverdelivery services via our local HongKong driver (excluding products with specific names). For remote areas, we willautomatically switch to SF Express.
2. Orders that are split into "A"orders due to late shipment by the supplier are free shipping.
3. Customers are responsible for the cost of any second delivery due tounsuccessful delivery.
Shipping Fee Calculation
1. Choose SFExpress (collect at commercial residence/SF Express Station/SF Express SalesLocation/SF Smart Locker/Circle K Convenience Store/7-Eleven ConvenienceStore). Shipping fees will be collected by SF Express.
2. Choose HKD$70for home delivery. Shipping fees must be paid in advance with your order orafter adding it to your order. (Driver delivery services do not chargeon-site.)
3. Customers areresponsible for the cost of any second delivery due to unsuccessful delivery.
Time of arrive at the warehouse
1. Items forlocal grocery stores will arrive at our warehouse approximately 4-6 weeks(approximately 20-30 business days) after the order closes for locallivestreams. Items for overseas livestreams will arrive at our warehouseapproximately 6-8 weeks (approximately 30-40 business days) after the ordercloses for overseas livestreams. Products will be shipped in the order theywere placed.
2. Items foroverseas livestreams may be delayed due to local force majeure.
3. Handcrafteditems, such as leather goods, may experience shipping delays due to increasedorder volume.
4. Early/delayedshipments of some items will be specifically announced during the livestream.
5. Holiday giftswill be shipped before the holiday. If there are any missing items in the sameorder, they will be automatically split without further notice.
StorageCalculation
1. If you fail tocollect your order within 7 days of receiving the delivery within our Tsim ShaTsui store or San Po Kong warehouse, a storage fee of HKD$10 per day will becharged.
2. If you fail tocollect your order within 3 days of receiving the driver delivery services, astorage fee of HKD$20 per day will be charged.
3. If you notifyus in advance of an extended pickup time, a storage fee waiver may be arranged.The store/warehouse storage fee waiver only applies within 15 days of receivingthe pickup date, and the storage fee will be calculated from the 16th day onwards.The driver delivery services storage fee waiver only applies within 7 days ofreceiving the pickup date, and the storage fee will be calculated from the 8thday onwards.
Shipping Time
1. SF Express: Wehave received a shipping notification. To track the shipment progress, pleasedownload the SF Express app.
2. Driverdelivery services: We have received a shipping notification. Delivery will takeapproximately 2-3 business days.
Driverdelivery services details
1. Delivery timesare generally Monday to Saturday, 10:00 AM - 10:00 PM (excluding publicholidays).
2. Delivery islimited to residential and commercial addresses.
3. Delivery doesnot include stairs. A HK$40 fee will be charged for each flight of stairs(maximum 20 steps).
4. If there is nofree parking at the delivery address, the driver will coordinate with thecustomer to drop off the item on a roadside with parking available.
5. If delivery isunsuccessful or the delivery is unavailable, an additional HK$70 delivery feewill be charged for a second delivery if a second delivery is required.
6. The driverwill call you before arrival. Please be aware of unsolicited calls.
7. In the eventof inclement weather on the delivery day, delivery will be delayed.
8. Driverdelivery services does not offer delivery to outlying islands or restrictedareas. Delivery to remote areas will automatically be routed to SF Express.
Shipping Notes
1. Some fooditems require refrigeration (except for those shipped by suppliers), so werecommend self-collection.
2. Some fooditems have a short shelf life, so we recommend picking them up as soon aspossible after receiving the pickup notification.
3. Some items,such as electrical appliances, are not available for SF Express delivery. Werecommend self-collection or ordering driver delivery services.
International Shipping (Overseas Global Express)
Basic ShippingMethods
1. SF Expressdelivery Pay on Arrival - Macau
2. UPS delivery Payon Arrival - Singapore, Malaysia, US, Canada, UK, Australia, etc.
Shipping CostCalculation
1. Internationalorders are subject to shipping costs (shipping costs must be confirmed withcustomer service).
2. Actual orderweight is determined after packaging (weight must be confirmed with customerservice).
TaxCalculation
1. Forinternational orders, all taxes are the customer's responsibility (taxes willbe determined by the overseas shipping company based on each country's importregulations).
Time of arrive at the warehouse
1. Items forlocal grocery stores will arrive at our warehouse approximately 4-6 weeks(approximately 20-30 business days) after the order closes for locallivestreams. Items for overseas livestreams will arrive at our warehouseapproximately 6-8 weeks (approximately 30-40 business days) after the ordercloses for overseas livestreams. Products will be shipped in the order theywere placed.
2. Items foroverseas livestreams may be delayed due to local force majeure.
3. Handcrafteditems, such as leather goods, may experience shipping delays due to increasedorder volume.
4. Early/delayedshipments of some items will be specifically announced during the livestream.
5. Holiday giftswill be shipped before the holiday. If there are any missing items in the sameorder, they will be automatically split without further notice.
Shipping Time
1. Items aregenerally shipped within 2-7 business days after successfully paid forinternational shipping, Please check with the overseas carrier fordelivery status.
ShippingDetails
1. Some itemscannot be shipped due to import and export regulations. Please check the importand export regulations of each country to determine if shipping is permitted.
2. Any additionalcharges incurred due to unsuccessful shipment of items prohibited by import andexport regulations will be borne by the customer.
3. If youpurchase items prohibited by import and export regulations, please arrange fora family member or friend to collect the item in Hong Kong.
Common Items Prohibited from Overseas Shipping
1. Medications: All products containing Chinese or Western medicine ingredients, including eye drops, pain relief plasters, anti-inflammatory creams, Chinese medicinal herbs, etc.
2. Pure Batteries: Electronic components, single batteries, dry and lithium batteries mailed individually in bulk, charging devices (such as battery cells, power banks, camping lights with power bank function, etc.)
3. Spirits: Alcoholic beverages with an alcohol content of 24% or higher.
4. Gases, compressed gases, pressurized cans
5. Fur: Mink fur, leopard skin, tiger skin, and other leather garments.
Items prohibited from mailing in Macau - Please click here
Overseas (using UPS shipping) Prohibited/Restricted Items List - Click Here
FAQ
Q: How do Ipick up/deliver my product?
A: We willdeliver the product according to the delivery method selected by the customer.
l Tsim Sha Tsui Store Pickup: Once yourorder's delivery status has changed to "Shipping," you can pick it upat our Tsim Sha Tsui store approximately three business days later. Pleaseprovide your order's phone number and the last four digits of your order numberto the store staff on duty. Upon collection, you will be required to sign toconfirm receipt. Please inspect your order immediately upon delivery. Returnsand exchanges are not accepted. Orders are only kept for one week. Please donot collect after the deadline.
l San Po Kong Warehouse Pickup: Orders withthe delivery status changed to "Shipping" are generally available forpick-up at the San Po Kong warehouse one business day later. Please provideyour order's phone number and the last four digits of your order number to thewarehouse staff on duty. A signature is required upon collection. Pleaseinspect the product immediately upon delivery. Returns and exchanges are notaccepted upon shipment. Products are only kept for one week. Please do notcollect after the deadline.
l SF Express Pay on Arrival (SFExpress/Business Residential/SF Express Station/SF Express Business Point/SFSmart Locker/Circle Circle K Convenience Store/7-11 Convenience Store):Generally, shipments will be sent via SF Express Cash on Delivery and willdisplay a tracking number (e.g., SF000000000000). To track the shipmentprogress, please download the SF Express app to check the status (note that thephone number you entered for your order and the phone number you registeredwith the SF Express app must be the same, so you can receive shipping progressupdates at any time).
l Driver delivery services over $2,000: Ifthe delivery status has changed to [Shipped], it means that the driver has beenarranged for delivery. It will usually be delivered to the delivery addresswithin 2-3 working days. The driver will only communicate with customers viamobile phone calls or WhatsApp regarding delivery progress, and will nevercontact them via SMS.
l ($70 shipping fee) Driver deliveryservices (12PM-10PM) (Hong Kong, Kowloon and New Territories): If the deliverystatus has changed to [Shipped], it means that the driver has been arranged fordelivery. It will usually be delivered to the delivery address within 2-3working days. The driver delivery will only communicate with customers viamobile phone calls or WhatsApp to communicate the delivery progress, and willnever contact them via SMS.
l Overseas Global Express: All orders arenot free shipping. Overseas shipping costs and taxes of various countries areall borne by the customer. Customer service will confirm the shippinginformation and shipping costs with the customer via MESSENGER / WHATSAPP
l If the customer's order exceeds $2000(after discount) and meets the conditions for driver delivery services,customer service will contact the customer/automatically upgrade the customerto driver delivery service.
l If the order is shipped by the supplier,the supplier will generally deliver the goods by SF Express/other expressdelivery methods.
l If you have received a shipmentnotification but are unable to pick up the goods due to departure/need tochange the delivery method, please contact customer service at MESSENGER.
Q: If thecustomer leaves Hong Kong and is unable to pick up their package, can a familymember/friend collect it on their behalf?
A: Yes, pleaseinform us in advance. If you have been notified of the pickup date, pleaase contactcustomer service at MESSENGER within two days.
l Please communicate with the consignee tocheck the order within 7 days of receiving the package. Any missing ordefective parts that are not reported to the company within 7 days will not bereplaced.
l If you fail to contact customer servicewithin 7 days due to personal reasons, it will be assumed that the shipment hasbeen received correctly.
Q: What if thecustomer is unable to pick up their package after receiving deliverynotification?
A: If thepackage has already been picked up by SF Express/Driver, please contactcustomer service via MESSENGER as soon as possible. If a second delivery isrequired, a second delivery fee will be charged.
l If you are unable to pick up the itemafter being notified of delivery due to personal reasons, please contact customerservice at MESSENGER immediately to arrange for the item to be sent back to theSan Po Kong warehouse.
l If the original SF Express is notavailable for pickup, the delivery address can be changed within 1 working dayafter SF Express picks up the package. If the package has been placed in asmart locker, the customer needs to contact SF Express to arrange the change.The change fee must be paid by the customer and collected by SF Express.
l If you have arranged for a driver deliveryservice but are unable to pick up your package, please contact customer serviceat MESSENGER within 2 working days. If you require a second delivery, anadditional delivery fee of HKD 70 will be charged.
l If a delivery service has been arrangedand you provide incorrect delivery information (phone number/address) or needto change any delivery information due to personal reasons, an additionalchange fee of HKD4 will be required.
l To avoid any additional charges due tofailure to pick up the goods, please contact customer service at MESSENGERimmediately before departure/upon receiving the shipment notification.
For any inquiries, please contact our company's customer service team.
In case of any disputes, POPPING and Ice Power Concept Limited reserve the right of final decision
