A. Shipping and Delivery Time

• Current Stock Products: The delivery time for current stock products will depend on the availability of the product and the shipping method. Generally, it takes 3-7 working days to deliver the product after confirming the order (including color and size). For remote or Macau areas, the delivery time may be longer.
• Pre-Order Products: Pre-orders usually take 4-6 weeks (excluding weekends and holidays) to arrive. We will arrange for shipping as soon as possible after the product arrives.
• For customers who pre-order two or more items:
  1. If the delivery period for different products in the same order is different, the latest delivery date will apply (based on the last item).
  2. If you need to pick up the goods earlier, please contact our customer service. Separate delivery will require additional freight charges.
  3. Once all items in the order have arrived, the order will be marked as "completed."
• Large products: Large products are always delivered to the doorstep, and we do not provide separate delivery services. If you need to arrange other logistics transportation, please contact our customer service manager to discuss the arrangement and cost.

Shipping Service Time: Monday to Friday from 9:30 am to 6:00 pm (except Saturday, Sunday, and public holidays)

Shipping Service Area: Hong Kong Island, Kowloon, New Territories (including Mong Kok), and designated areas in Tuen Mun (such as Tin Shui Wai, Yuen Long, and Tai Po)

For orders over 20 kg, please contact our customer service manager to change the logistics method.

B. Shipping Method

• OTG Customer Service Center Pick-up:
  1. After the product arrives, we will send an email to notify the customer.
  2. The customer can pick up the product at the OTG Customer Service Center.
• SF Express Locker:
  1. After the product is shipped, Swift will send an SMS notification to the recipient.
  2. To pick up the package, please click "pick up" on the smart box screen and enter the eight-digit pick-up code shown in the SMS message.
• SF Express Point/Station: After the product is shipped, Swift will send an SMS notification to the recipient. When picking up, please show the SMS notification to the Swift staff.
• SF Express by Courier: The product will be automatically dispatched to the doorstep/residential or commercial address (please ensure that the address is correct). The courier will contact you to arrange the delivery.

*If the delivery address does not have direct elevator access, additional service fees may be charged by the courier. At the scheduled delivery time, the courier will determine the actual situation and decide whether to charge extra fees for carrying up and down stairs.

C. Delivery Fee

• We offer free shipping for orders over $100 within Hong Kong.
• For non-members or orders under $100, customers need to pay a minimum shipping fee of $30.
• We do not provide shipping services to foreign countries. If you have any questions, please contact our customer service team.

Special Shipping Arrangements

For orders that require additional shipping services such as delivery upstairs or across obstacles, we will charge extra fees accordingly. The actual amount will depend on the specific situation and will be determined by the delivery staff.

Note: Shipping fees are subject to change without notice. Please check the shipping fee table before placing an order.

Other Information

• We only ship to commercial addresses and residential addresses, but not to post boxes, construction sites, warehouses, or other temporary addresses.
• If there is a delay or loss of shipped packages due to weather, traffic, or other factors, we will make alternative arrangements.
• Once payment has been completed, we will dispatch the package as soon as possible during our business hours. Customers will receive an email notification with the tracking number once the package has been sent.
• When delivering goods, the recipient should sign for the package. If the recipient refuses to sign for the package, the customer can request re-delivery, and the cost of re-delivery will be borne by the recipient.
• If the recipient does not accept the package upon delivery, we will not be responsible for any indirect losses.
• If the recipient finds damage or defects in the package, please contact our customer service department immediately.
• If the recipient provides an incorrect address, we will not be responsible for any delays or losses.
• If we fail to deliver a package, we will contact the customer by phone or email within two working days after receiving the package. If the customer does not respond within the specified time period, we will not be able to provide further assistance.

All orders are subject to availability of products and services. If we cannot provide any of the items or quantities ordered, we will notify the customer by phone or email before sending the order.

If the customer requires special packaging, we may charge extra packaging fees.

Note: These terms and conditions are subject to change without notice. In case of any disputes, the final decision will be made by OTG OnTheGo Limited.