Shipping policy

Shipping Policy

Effective date:`[date]`

PureCrave currently delivers ambient, non-refrigerated food products within Hong Kong. Orders are fulfilled through our warehouse and appointed delivery partners, including SF Express.

1. Delivery Area

We currently deliver to eligible commercial and residential addresses in Hong Kong.

Delivery availability may be limited for outlying islands, restricted areas, PO boxes, certain villages and locations that cannot be accessed by our delivery partners. Any applicable remote-area charge will be displayed at checkout or communicated before dispatch.

We do not currently offer international delivery.

2. Delivery Charges

- Orders of HK$500 or more qualify for free standard delivery.
- Orders below this amount are subject to a delivery fee of HK$45.
- The free-delivery threshold is calculated after discounts and promotional codes.
- Remote-area, special-handling or redelivery charges may apply where required.

Applicable charges will be shown at checkout before payment.

3. Order Processing

Orders are normally processed within 1–2 business days after payment has been confirmed.

Orders placed on weekends or Hong Kong public holidays will normally be processed on the next business day.

Processing may take longer during launches, promotional periods, adverse weather, public holidays or periods of unusually high demand.

4. Estimated Delivery Time

Standard delivery normally takes approximately 1–3 business days after dispatch.

Delivery times are estimates rather than guarantees. Delays may occur because of weather warnings, traffic conditions, access restrictions, customs issues, courier disruption or other circumstances beyond our reasonable control.

5. Order Tracking

Where tracking is available, you will receive a dispatch confirmation containing your tracking number or delivery details.

Tracking information may take several hours to appear after the parcel has been collected by the delivery provider.

6. Delivery Address and Contact Details

Please provide a complete and accurate:

- Recipient name;
- Hong Kong delivery address;
- Flat, floor, block and building details;
- Telephone number; and
- Relevant access or delivery instructions.

PureCrave is not responsible for delays or failed delivery caused by incorrect or incomplete information provided by the customer.

Contact us immediately if you notice an error. We cannot guarantee that an address can be changed once an order has been packed or dispatched.

7. Delivery and Receipt

The customer or an authorised recipient should be available to receive the order.

If you request that an order be left outside a door, with building staff or in another unattended location, delivery will be at your risk after the courier confirms delivery.

Responsibility for the products passes to you when the order is delivered to the address, recipient or nominated collection point specified in the order.

8. Failed Delivery and Redelivery

If delivery cannot be completed because the recipient is unavailable, the address is incorrect, access is restricted or the customer cannot be contacted, the courier may arrange another delivery attempt or direct the parcel to a collection point.

Additional delivery or handling charges may apply.

If an order is returned to us, redelivery will be subject to product condition, food-safety considerations and payment of any applicable redelivery fee. Because we sell food, we cannot guarantee that returned products can be dispatched again.

9. Delivery to Remote or Restricted Areas

Delivery schedules and charges for outlying islands, remote areas and restricted-access locations may differ from standard delivery.

Our delivery partners’ service coverage and surcharge classifications may change periodically. If we cannot deliver to your address, we will contact you to arrange an alternative address or cancel and refund the affected order.

10. Adverse Weather

Deliveries may be suspended or delayed during:

- Typhoon signals;
- Black rainstorm warnings;
- Flooding;
- Severe transport disruption; or
- Other conditions that may affect the safety of delivery personnel.

Affected orders will be delivered as soon as reasonably possible after normal service resumes.

11. Inspecting Your Delivery

Please inspect your order promptly after delivery.

If an item is missing, incorrect, materially damaged, leaking, expired or has an unexpectedly broken seal, contact us within 48 hours and provide:

- Your order number;
- A description of the issue; and
- Clear photographs of the product, packaging and delivery carton.

Please refer to our Refund and Return Policy for further information.

12. Split Deliveries

We may occasionally dispatch an order in more than one parcel because of product availability or operational requirements.

You will not be charged additional standard delivery fees where we choose to split an order.

13. Changes and Cancellations

Contact us immediately if you need to change or cancel an order.

Changes and cancellations are not guaranteed after fulfilment has started. Once an order has been dispatched, it will be handled under our Refund and Return Policy.

14. Contact Us

For delivery enquiries, please contact:

PureCrave
Email: orders@purecravehk.com
Telephone/WhatsApp: 90199815 
Customer-service hours: `[days and hours]`