From time to time, our customers may experience shipping delays, particularly during busy periods like Thanksgiving and Christmas. This normally happens because our delivery partners handle a higher than expected volume of parcels and do not have sufficient manpower to meet their usual or target delivery times. The delivery of parcels may be delayed for multiple customers and retailers.
We apologise if you have experienced or if you are experiencing a delivery delay. Please do not worry. We assure you that we are trying our best to liaise with our delivery partners to ensure your order reaches you as quickly and safely as possible.
Guideline Fulfilment & Delivery Times
Please note that our Warehouse team aims to fulfil orders within 5-7 working days. This includes picking, inspection, packing and dispatching orders. The delivery or shipping time depends on the shipping method selected at checkout, which are as follows:
- 1-5 working days for express shipping, and
- 7-16 working days for standard shipping.
These are guideline delivery times provided by our delivery partners.
Please note that our working times are 9am to 5pm from Monday to Friday. We do not work during weekends or public holidays. We have warehouses based in Hong Kong and the USA, so please kindly take note of public holidays occurring in both countries.
On rare occasions, the fulfilment of orders may take longer than 5-7 working days, especially if an item is on pre-order, has been back-ordered or is a special order. In such cases, customers will be notified and asked if they would like to wait or choose an alternative.
More commonly occurring are delivery delays, where our delivery partners take longer than their guideline delivery times. This can be due to a number of reasons, including higher than expected parcel volumes, mis-routing or mis-delivery of parcels and pro-longed customs inspections. There could be other reasons too. In such cases, we kindly ask for your patience, as we have no control or influence over the delivery process. If a parcel is taking an unreasonable amount of time to be delivered, then our Customer Services team will ensure the correct and appropriate action is taken in the best interest of our customers.
If you have experienced or if you are experiencing a shipping delay,
please use the contact form below to contact our Customer Services team. Our Customer Services team is here to help and resolve such issues. Once you have contacted our Customer Services team, please allow up to five working days for them to deal with your enquiry and reply back to you. They will be liaising with our Warehouse team and the relevant delivery partner to understand the situation and take the necessary steps to ensure your parcel is delivered, as quickly and as safely as possible.
Please do not send your enquiries via our product or site reviews. These review forms are administered by a third party and are not directly connected to our Customer Services team.