1.1 By default, SF delivery is the designated shipping method for orders within Hong Kong. For orders from other regions or countries, Hong Kong post will be implemented in accordance with our policy terms.
1.2 Order Tracking
If SF Express is chosen, upon completion of payment, the system will email the customer the "tracking number" when the shipment is handed over to the third-party logistics provider. Regular mail does not have tracking. Customers are responsible for any risks that may occur during transportation, including but not limited to loss, delayed delivery, or damage to items.
1.3 Delivery Time
- Goods will be shipped within 3 working days after payment of your order.
- The cut-off time for orders is 18:00 Hong Kong time. Orders placed after 18:00 will be processed as the next day's orders.
- Delivery services may be affected by seasonal factors (e.g., during major sales events) or holidays (e.g., Christmas, Lunar New Year, or Easter) and may require longer delivery times. Please pay attention to notifications at that time.
- If customers require a courier to deliver items within a specified time frame, please contact the courier directly.
1.4 Delivery Terms and Conditions
- If an order contains more than 1 shipping box, the third-party logistics provider may deliver them separately, resulting in different delivery times depending on the logistics provider's delivery arrangements.
- While we make every effort to package goods securely for shipping, we are not responsible for damage or loss of goods caused by errors made by the logistics company during transportation. We will assist you in seeking compensation from the logistics company, but we will not compensate you directly.
- The third-party logistics provider will only deliver to the designated address specified in the order. Time-slot delivery service is only available for local Hong Kong deliveries. Once the order is confirmed, no changes to any information, including the shipping address, can be made. Please contact us if you need assistance.
- When the goods are delivered to the provided delivery address, they are considered delivered to and received by the customer. We are not responsible for any delays or failed deliveries caused by incorrect or incomplete addresses. Undeliverable items will be returned to The Incense Shop Hong Kong, and customers agree and accept that we have the right to cancel the customer's order.
- If the recipient authorizes someone else to receive the goods on their behalf, The Incense Shop Hong Kong and the third-party logistics provider are not responsible for any associated risks or losses.
- The third-party logistics provider will make reasonable efforts to deliver the goods before the promised delivery date, but customers agree and acknowledge that all delivery times may be subject to delays.
- We are not responsible for delays, losses, or damages caused by uncontrollable factors such as natural disasters, political factors, labor strikes, nuclear explosions, or war.
- Recipients are advised to inspect the goods promptly upon receipt. If any non-human-caused damage is discovered, please contact us immediately after receiving the goods to arrange for returns or exchanges. For more details, please refer to our return and refund policy.
- In case of any disputes, The Incense Shop Hong Kong reserves the right to make the final decision.