What are the general shipping policies for physical items?

• Shipping fees are calculated automatically at checkout. Please contact us if the shipping fee is not displayed.
• Customer is responsible for any additional import duty and/or VAT that are not included in the order post-checkout.
• Real name authentication at EZ Way app is required for orders from Taiwan.
• Please check if there is any special shipping policies for each item in the Shipping & Orders section in its product page.
• Before signing for delivery, inspect the package for damage. If there are any concerns, refuse to sign and seek clarification from the delivery person.
• Our store will have a dedicated person to check the goods before shipment to make sure that the goods meet the description.
• For some special products, we may process orders for Verified Customers only, or may allow self pick-up option only.

What are the general order policies for physical items?

For some special products, we may process orders for Verified Customers only, or may allow self pick-up option only.

For orders from outside Hong Kong SAR and Macao SAR:

• For Verified Customers, we can do door-to-door delivery.
• For Non-Verified Customers, we do not accept orders on physical products from Non-Verified Customers outside Hong Kong SAR for now.

For the definition of a Verified Customer, please see section "How to become a Verified Customer?" below.

Please check if there is any special order policies for each item in the Shipping & Orders section in its product page.

How to become a Verified Customer?

For entities, we will require:

1. A copy of Business Registration Certificate (or equivalent)
2. A proof of the Authorized Signatory status for the person who sign off the order.
3. A valid purchase order, or order submitted online

For individuals, we will require:

1. A copy of a government-issued photo ID
2. A proof of address (within 3 months) with the name on the proof matches the name from the payment, and the address on the proof matches the shipping address of the order.

We reserve the right to make the final decision.

Unpaid Order

An unpaid order from a non-Verified Customer is treated as an incomplete order.  It will not be processed and fulfilled by us.  We will cancel any unpaid orders on or after 24-48 hours.  We may permanently block an user and/or his/her IP address from accessing our site or submitting orders if he/she has multiple unpaid orders in the past.

Order Cancellation Due to Potential Buyer Fraud

For orders that have incomplete or inaccurate information, we'll request the customer to send us correct and complete information in order us to process the order.

If we do not receive correct and complete information for the order within 24 hours, we'll cancel that order and refund the order.

We use advanced system(s) to detect if an order has a high risk of fraud. If we cannot receive correct and accurate information for the order, or verify the validity of the order, we may cancel these orders within 24 hours.

We may block an user from accessing our site or submitting orders if he/she has an order that has been cancelled due to potential buyer fraud.

Order Cancellation

We are happy to cancel your order before we process your order.  However, if we have already processed your order before you submit the order cancellation request, we cannot cancel your order.

We typically process your order within few hours after you have submitted and paid for your order.

As there are costs associated with cancelling an order, a cancellation fee of 15% of the total order amount will apply, with a minimum fee of HK$50 (or equivalent in other currency).

Please note that you will also bear all the charges that it will incur for the refund  (e.g. transaction fees) charged by the relevant financial institutions (such as the credit card company or bank).

To cancel your order:

1. You must fill in our Return Form, and select Order Cancellation as the subject (we do not accept order cancellation requests through any other methods).
2. Write down clearly the invoice number, which items with their SKU and the quantities you would like to cancel in the Return Form.
3. We do not process an order cancellation request if the email address, phone number, invoice number, or SKU filled in the Return Form do not match with the information in the original order.
4. We will contact you by email once we have reviewed and processed your request.

Order Tracking

After placing an order, you will receive an email from us containing all the details of your purchase.  We may also be in touch if we need further information to verify your payment.  Once your order is approved, the relevant personnel will process your order and dispatch it as soon as possible.

Customers should monitor their email for updates.

The estimated time of delivery for each product are shown in the Lead Time section in its product page.  We will send out emails to you every 2-3 days to keep you updated with the latest estimated arrival date.

If you order containing items from different warehouses, please keep in mind that your items may arrive separately.  While we aim to always deliver within the specified times, we are not responsible for delays due to factors that are not under our control, e.g. customs clearance, failed payment approval, or COVID-related factors.

What are the general order and delivery policies for software & services?

Software will be delivered through email.

Please check if there is any specific policy for each item in the Warranty and Shipping Information section in its product page.

Where can I collect my purchase?

Self-pick-up collection is currently only available to Hong Kong SAR and Macau SAR.  There are two options:

1. For self-pickup points in Central or Cyberport, the pick-up time is “By Appointment” only.
   
2. You can also select a pickup point from SF Express Store or Locker - shipping fee may apply.

How does it work?  (Self Pickup at SF Express Store or Locker)

SF Express Store or Locker pickup option is only available to Hong Kong SAR and Macau SAR.

1. Enter a SF Express Store or Locker address to the shipping address at the checkout. And enter a mobile that SF Express can reach you at.
2. Enter your payment details to complete your order at the checkout page.
3. We'll email you with updates when your order has been sent on its way, and SF Express will send you a notification when your items are ready for collection.
4. Your order will be available for collection at your chosen location for 3 calendar days before it is returned to the warehouse of SF Express. If SF Express does not hear from you in 3 months, SF Express will then permanently detain the item and not return it to you – we are not responsible for your loss in this case.

An order with multiple items may be grouped into one collection.  For those who would like to receive each item as soon as they are ready, please separate them into multiple individual orders.

How does it work?  (Self-Pickup Point option)

Own Pickup Point pickup / Hand-Delivery option is By Appointment only, only available to Hong Kong SAR.

1. Select Self Pickup Point option at the checkout page, and enter a mobile number that can receive Whatsapp messages.
2. Enter your payment details to complete your order at the checkout page.
3. We'll email you with updates when your order has been sent on its way. When it’s ready for collection, we’ll send you a Whatsapp message to set up the meeting place and time for collection.
4. When collecting your order, please bring photo ID, and the collection confirmation email, SMS or Whatsapp message with you.
5. Your order will be available for collection at the pre-agreed meeting place and time for 15 minutes. If you do not show up after 15 minutes passed the pre-agreed meeting time and our staff have to leave that location, we’ll send you a Whatsapp message to set up a new meeting place and time for collection.  If the item is not collected from us in 3 months, we will then permanently detain the item – we are not responsible for your loss in this case.

Please inform us if you would like to receive each item in your order as soon as they are ready.  Otherwise, we’ll wait for the arrival of all the items in your order and consolidate them into one collection.  We will keep you updated every step of the way either way.

How long do I have to collect my order?

For SF Express Store option

You have 3 calendar days from receiving your collection notification from SF Express.  If your order is not collected within 3 calendar days, it will be shipped to the warehouse of SF Express.  In this case, you will have to arrange the item to be delivered to your chosen SF Store with SF Express yourself.  If SF Express do not hear from you after 3 months, SF Express will detain the item and not return it to you – we are not responsible for your loss in this case.

For Self-Pickup Point option

Your order will be available for collection at the pre-agreed meeting place and time for 15 minutes.  If you do not show up after 15 minutes passed the pre-agreed meeting time and our staff have to leave that location, we’ll send you a Whatsapp message to set up a new meeting place and time for collection.  If the item is not collected from us in 3 months, we will then permanently detain the item – we are not responsible for your loss in this case.

Can I change the collection location for my order?

For Self-Pickup Point option, we are able to change the collection location free of charge - please note that it may take up to 3 business days for the item to arrive in the new location.

For SF Express Store or Locker option, we are able to change the collection location and will charge a processing fee of HK$50 plus the additional shipping cost incurred due to the change.

What is the verification process during the collection? Can someone else collect my order?

For SF Express Store or Locker option
When collecting your item from SF Express Store or Locker, you, or the person on behalf of you, can collect the order. You, or the person on behalf of you, must show the confirmation notification from SF Express to collect your item. We are not responsible if someone else, who is not known by you, collect your order as we will not receive any notification from SF Express for the collection.

For Self-Pickup Point option
In order to avoid fraud and verify the identity of the person who collects the order, when collecting your order from Self-Pickup Point,

• For an order paid by credit card, the name of your photo ID must match with the name of the credit card used in the order, or
• For an order paid by FPS or bank wire transfer, either
• We’ll send a message to the mobile number provided by you in the order to verify the person, who collects the order, is the mobile number’s owner. We are not responsible of your loss if someone unauthorized by you uses your phone to pick up the order, or
• The name of your photo ID must match with the name of the bank account used in the order.

You must also bring your collection confirmation email or notification message in order us to release the item(s) to you.

Method 1:  Bank Transfer

1. HKD to our Hong Kong local bank account
2. USD to our USA local bank account
3. EUR to our Germany local bank account
4. PHP to our Philippines local bank account 
5. SGD to our Singapore local bank account
6. AUD to our Australia local bank account
7. GBP to our UK local bank account
   
8. AED to our UAE local bank account
9. CAD to our Canada local bank account
10. NZD to our New Zealand local bank account
11. CNY / CHF / THB / JPY to our Hong Kong bank account

Method 2:  Credit Card / Debit Card

• Visa / MasterCard / Unionpay / Shop Pay / Apple Pay / Google Pay.

Method 3:  Local Electronic Payment Methods

1. Hong Kong [HKD] - FPS, Octopus card, PayMe, Alipay, Wechat Pay, BoC Pay, UnionPay
2. China [CNY] - Wechat Pay, Alipay
3. Taiwan [TWD] - 7-Eleven, FamilyMart, Hi-Life
4. Philippines [PHP] - GCash
5. Singapore [SGD] - GrabPay
6. South Korea [KRW] - Kakao Pay
7. Malaysia [MYR] - Duitnow

How to proceed with different payment methods?

1. Follow the instructions in the checkout process.
2. Contact us anytime if you are in doubt.
3. After we can confirm that we have received your payment, we'll process your order and provide you update for your order.

Deposit Payment (Self-Pickup for Audio Equipment in Hong Kong Only):

• Minimum 20% deposit is required for self-pickup orders (please contact us for more).
  

When will my credit or debit card be charged?

• If you pay by credit or debit card, your bank or card issuer may reserve the order amount in your account immediately.

Will my payment details stay safe?

• For credit or debit card payment, our payment gateway shows us and stores only the last four digits of your credit or debit card.  For further details, please see our Privacy Policy.