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Terms and Conditions



Shopping Process, Payment Method, Delivery Arrangement and FAQs


How to Order：

1. Choose your product, add to Cart and submit your order
2. Completed the online payment
3. After system received your order, our CS representative will contact you within 1-2 working days to follow-up the order and delivery arrangement.

4. Once order confirmed, the delivery will be completed within 1-3 working days.  



Online Payment Method：

Visa/ Master Credit Card

Alipay HK

PayMe

Cash on delivery is not available.



Delivery Arrangement：

Enjoy complimentary local delivery service for orders with net spending of HK$300 or above. For orders with net spending under HK$300, a delivery service fee of HK$50 will be charged.

(Net Spending refers to the amount after deducting coupon codes, discounts, credits, other discounts and offers, and delivery fee.)


Please note that the purchase invoice will be delivered together with your ordered products by logistics team.


Delivery Service Covers: 

  • Hong Kong Island, Kowloon, New Territories, Ma Wan, Sai Kung Town Centre, Tung Chung Town Center, Sha Tau Kok (deliver access restricted to Ping Che Road roundabout)、Some Village area (pick up at entrance or intersection).


Some Village Areas: 

  • Tuen Mum, Yuen Long, Kam Tin, Tai Tong, Tai Po (excluded Sam Mun Tsai, Tai Mei Tuk, Po Sam Pai Village), Tai Po Lam Tsuen and Fanling.

Ground Pick Up: 

  • Wan Chai Tower, Langham Place Office Tower and Container Terminals.


Delivery Does NOT Cover: 

  • Island district, Tung Chung (non Town Center), Sai Kung (Non Town Centre), Stonecutters Island, Sha Tau Kok (area passed by Ping Che Road roundabout), Restricted area, Suburban area and non-covered Village area.


Delivery Service CANNOT be provided under the following conditions:

  1. If, due to traffic regulations / other related reasons, the delivery vehicle is unable to access, reach, or legally park within 50 meters of the designated unloading area.
  2. The delivery location failed to ensure the delivery personnel safety.
  3. The remote delivery location or restricted area with additional fees including tolls, restricted area fees, fees charged by unloading areas and container centers, etc. (Parking fee will be subjected to charge the customer)
  4. Delivery address is a public place, a consolidated shipping center, a post office box, or a building without an elevator.


FAQs：

1. How to change or cancel order?

If you would like to add additional products after your order and payment have been confirmed, please contact our Customer Service team for assistance:

  • WhatsApp︰3657 9622
  • Phone︰2662 0622

Please note that due to system limitations, we are unable to change product types or remove items from confirmed orders.

Please check the order information carefully before payment (including ordered quantity, items and discounted offer etc.).


2. What are the arrangements for the free delivery service?

After order placement, our Customer Service team will contact you to confirm on the delivery date. 

Our logistics team follows fixed delivery routes for different districts. Standard delivery hours are 8:30 AM to 7:00 PM. You may choose any available delivery date within our schedule.

We apologize that specific delivery time requests cannot be accommodated under the free delivery service.


3. How to change the delivery date?

If you need to change the delivery date after your order has been confirmed, please contact us using the above channels. Our team will be happy to assist you.


4. Is it possible to request a specific delivery time?

If you require delivery on a specific date and time period, you may add an extra HK$50 delivery service fee. We will arrange a special delivery vehicle / a cold-chain express service for you.

A “specific delivery time period” refers to morning / afternoon / evening. Please note that the actual delivery time may still be affected by factors such as traffic conditions, weather, or delays caused by unanswered calls.


5. What is the delivery timeframe?

Once payment has been confirmed, we will arrange delivery asap within 7 working days from the date of purchase.

If our Customer Service Team is unable to reach you to confirm delivery details within these 7 working days, the order will be cancelled and the refund process will begin.

Refunds will be credited to the same payment method used for the purchase within 2–4 weeks. The exact processing time may vary depending on your payment service provider's procedures and timelines.


6. How to check on the order status?

If you are a registered member of Chan Kee e-Shop, status information can be checked in ordered history after sign in.


7. Is it possible to combine multiple orders to qualify for free delivery??

Free delivery is calculated based on the net value of each individual order (minimum spend of HK$300). Orders cannot be combined to qualify for this service.

If you have more than one order pending delivery, you may request to have them delivered together when our Customer Service Team contacts you to confirm the delivery schedule.


8. For other inquiries, how can I contact the store?

We will use our eshop whatsapp number 3657 9622 to contact you regarding delivery arrangements. If you have any questions, you may also send us a message there, and we will reply as soon as possible during office hours.

• Online Store Hotline: 3657 9622 (for eshop enquiries)

• Customer Service Hotline: 2662 0622 (for general enquiries)


Payment

1. How to know the payment was accepted successfully?

You will receive a confirmation email that indicated the order had been paid successfully. Please be patient and we will arrange the delivery for you after you had submitted the order and settled the payment. You can also check the payment status in the order record:

If payment success, payment status indicates “Paid”;

If payment fail, payment status indicated “Unpaid”.


2. Payment Failed

Duringvthe payment process, there may be failed due to the factors of network system instability, payment time-out, system issue of payment gateway platform

If the payment was failed, please check:


Credit Card Payment

  • Please confirm if the payment information you inputted is correct, including credit card number, expiry date, CVN and one-time password. The transaction cannot be processed if there is any wrong credit card information/ disconnection during payment.

Alipay HK Payment

  • Please confirm if you are a registered user of Alipay HK and ensure your device was already installed the latest version on Alipay HK Apps.

PayMe Payment

  • Please confirm if you are a registered user of PayMe and ensure your device was already installed the latest version on PayMe Apps.
  • Make sure you have signed in to your PayMe account and have enough money balance/have already top-up effectively in your account to make the payment completed.


If you experienced any difficulties during a payment transaction, we recommend you can try another payment method. If you are not sure whether you have completed the payment, please don't worry although you have received the payment notification from the bank /payment service, the amount is not authorized and transferred to Chan Kee Dim Sum yet. 

The payment platform may temporarily freeze the relevant credit amount and return it to your payment account within 2-4 weeks. If you have any payment related questions, please contact the relevant bank or payment platform for follow-up.


If you have enjoyed a promotion/ discount offer in a failed transaction, please check the terms and conditions of the relevant offer in order to find out whether you can enjoy the same offer in next purchase order again.


Delivery

1. Delivery Failed

After delivery arrangement is confirmed by Customer Service Team, please prepare for receiving goods and ensure the contact person is reachable before delivery and available to receive the goods.

Please note that only 3 deliveries per order in any circumstances. Order will be cancelled and the goods will be destroyed after delivery failed. No refund and re-delivery arrangement.


2. Address do not belong to the delivery after payment

We recommend that you read the delivery terms and information carefully before payment. Please contact our Customer Service Team for any inquiries first.

Once the delivery address is not covered on delivery list which was being confirmed by our Customer Service Team, the order will be cancelled and followed by the refund process. Customers will have the refunded amount credited to the credit card used to make the order within 2–4 weeks. The actual time taken to complete a refund will depends on the process/ timeframe used by a customer's bank.


3. Delivery Arrangement under Typhoon / Inclement Weather Condition

When Tropical Cyclone Warning Signal No. 8 or above / Black Rainstorm Warning is hoisted, delivery service will be temporarily subject to suspended / cancelled.

Our Customer Service Team will contact you within 1-2 working days to re-arrange the goods delivery.


Product Return / Exchange / Report Item Problems / Missing / Damage

Returns and exchanges are not available for shipped orders.

If there are product damages/ errors / omissions during receiving goods / signing for receipt, please contact our Customer Service hotline 2662 0622 and notify our Customer Service Team on the same-day immediately for follow-up.



Discount terms : 

All product discounts are rounded off.


In case of disputes, Chan Kee Foods Limited reserves the rights of final decision.