Shipping policy
The CASSIFY website (hereinafter referred to as the company) provides local and overseas (designated areas) delivery services.
Shipping methods and instructions
1. Order processing
Once payment (in Hong Kong dollars) is completed and verified, your order will be processed by our warehouse system and awaiting product distribution. Order processing time varies for each order and is dependent on item availability as shown on the product page.
1a. Processing time
Generally, the order processing time is within 3 working days (except for pre-ordered items), and overseas orders require an additional 2 working days. If there are any circumstances that cause delay in processing the order, the company will state it in the message box on the checkout page.
1b. Order cut-off time
The cut-off time for online orders is 1pm every working day, after which orders will be processed on the next working day.
2. Shipping orders
Once we ship your order, you will receive a tracking number via email. Delivery time and delivery methods vary depending on the region. Please refer to items 2a and 2b for details.
2a. Hong Kong local orders
SF Express – Free shipping or freight charges depending on circumstances
1. Free shipping will be provided for orders over HK$600 (based on discounted price).
If the order amount is less than HK$600 (based on discounted price), customers need to pay HK$30 for shipping.
The order will be delivered within 2-5 working days after it is sent. The general delivery time is from Monday to Saturday from 9 am to 6 pm. The delivery person will usually call the recipient to arrange collection before delivery.
*Precautions:
We will use SF Express service, and customers can choose to deliver to industrial, commercial or residential addresses, SF stations, SF smart cabinets, and convenience stores (SF service points). When checking out, customers must fill in the correct recipient information in the "Shipping Address" column on the page so that we can arrange shipping and deliver the goods to the customer's designated location on time. The company is not responsible for any delays or surcharges caused by any information errors.
If the customer requires delivery to an SF station, SF smart locker or convenience store, please select the correct SF station/SF smart locker/convenience store number and address in the delivery method. It is recommended to click here to check the latest pick-up point number and address on the official SF Express website.
For orders whose delivery address is a SF smart locker: After the goods arrive at the smart locker, SF Express will send a text message to notify the recipient of the pickup. If the package cannot be picked up within the limited time, SF Express will charge additional fees to the recipient, and the company will not be responsible.
Orders whose delivery address is a self-pickup point: If the goods cannot be delivered to the designated self-pickup point for any reason, SF Express will forward the goods to a nearby service outlet without prior notice. The recipient will receive a text message notifying the delivery address. If you have any questions, please contact SF Express.
If you have any shipping issues after your order is shipped, you can contact SF Express by clicking here or calling (852) 273 00 273.
2b. Overseas orders
- Standard Shipping – Shipping charges are based on region and weight (displayed on the checkout page)
- Can be shipped to more than 10 countries around the world.
- Free shipping is available for orders over HK$1,500 at discounted price in designated overseas regions.
- Unless otherwise specified, the recipient may be required to pay import taxes and surcharges, and our company is not responsible for related costs.
- Delivery companies generally only provide one delivery service. If delivery fails under any circumstances, the goods will be forwarded to a nearby post office or pickup point. Customers can contact the local post office through the waybill number to arrange pickup.
- Delivery time varies depending on the region. Under normal circumstances, it will be delivered within 7 – 14 working days after the order is sent.
- Please note: The exact delivery time is subject to the checkout page. It may be delayed due to any force majeure factors without further notice.
Terms and Conditions:
- The free shipping threshold purchase amount is calculated based on discount.
- The data is calculated based on the company’s overseas orders in the past 12 months.
- Except for Hong Kong orders, shipping costs in other regions are calculated based on weight (actual weight or volumetric weight, whichever is greater).
- The tax for EU member states is 20% of the total order amount. Customers will be notified when the order arrives locally, and delivery will be arranged after payment. Orders from other regions do not need to pay any tax or the company will bear the tax.
- Orders with standard shipping methods will have further status updates after the goods arrive locally. Customers can check the delivery status with the corresponding logistics company using the tracking number.
- Delivery time starts from the shipment date and is calculated in working days.
- Not shipping areas: APO/FPO (Zip3090-099, 340, 962-966), Puerto Rico & U.S. Virgin Islands (Zip3 006-009), Hawaii and Guam (Zip3 967-969), Alaska (Zip3 995-999 )
- For more terms and conditions regarding order shipping, please visit Shipping Policy.
*Precautions:
- When checking out, customers must fill in the correct recipient information and local contact number in the "Shipping Address" column on the page so that we can arrange delivery and deliver the goods to the customer's designated location on time.
- Unless otherwise specified, if the goods are shipped to areas outside Hong Kong, you will be regarded as the importer there. You may need to pay surcharges, various taxes, or register the relevant goods with the destination or apply for an import license. , these charges and document application procedures are subject to the laws of the shipping destination. Our company cannot control or predict the number of such charges, and will not assume any legal responsibility for such payments or document application procedures. If customers have any questions about the import duties and laws of their country, please contact the local customs.
- The free shipping amount is calculated based on discount, and any discounts and discount codes are not included in the order amount.
- All waybills do not provide insurance and signature services.
- Local customs may conduct random inspections on your orders, resulting in delivery delays. The process usually takes about 3 to 12 weeks. However, our company has no right to intervene in customs actions, and the time required cannot be determined. Our company will not be responsible for any delays or losses caused.
- When you click "Confirm" to complete the ordering process, you accept and are willing to be responsible for any surcharges, taxes or import document applications for shipping the ordered goods.
- Because payment of surcharges, various taxes, registration of relevant goods at the destination of shipment or application for an import license are all involved in the import laws of the local country, we must truthfully report the value of the goods, and some countries even require it. Attach documents containing details of the goods, including the value of the goods, to the outside of the package for customs clearance. Therefore, under no circumstances can we adjust the value of the goods on the customs declaration documents according to the customer's request.
- Due to shipping restrictions, overseas shipping services may not be available for some products. Including: liquid products with a single volume greater than 100 ml, powdered products and products containing alcohol.
3. Other information
- All delivery services are available to commercial and residential addresses. PO Boxes and Postal Codes are not accepted.
- Delivery services may be suspended or delayed due to weather, traffic, region or other factors, and the delivery time will be arranged separately. The company will not give any further notice.
- After completing the payment, our company will arrange posting as soon as possible during office hours. After the goods are shipped, the email address filled in by the customer will receive an email from the system, informing the customer of the shipping date and tracking number (if applicable) of the package.
- Customers are asked to check the goods when receiving them. If they are damaged, please refuse them directly or request them to be returned to the sender.
- The delivery address of the goods shall be subject to the address filled in by the customer. We will not be responsible for any delay or loss due to inaccurate address provided by the customer.
- If you need delivery on a specified date, please specify it in the "Remarks" before checkout. However, our store does not guarantee that it can be shipped according to the customer's wishes. If you have any inquiries, please contact our customer service staff during office hours.
- If we find that the information filled in is incorrect, we will notify you via email to confirm the recipient's information before posting, but the delivery time will be delayed.
- If the order includes in-stock and pre-ordered or out-of-stock products, arrangements will be made for the pre-ordered or out-of-stock products to be shipped out together. If the customer requests to send the goods in stock first, the company will charge an additional one-way full shipping fee.
- If the item or quantity of the goods received does not match the order, please call the customer service department within 2 working days after receiving the goods. Our company will verify the delivery process with the logistics company. If it is lost or damaged during delivery by the logistics company, we will The entire process of recovering compensation from the logistics company takes about 14 working days. For cases where contact is made after the time limit, it will be difficult to provide further cooperation.
- If the waybill shows that the goods have been delivered but the goods have not been received, the customer can first check with neighbors and the building management office, or call the logistics delivery provider for further investigation.
- At the same time, customers can contact our company within 3 working days of the delivery date, and our company will trace it to the logistics provider. Since the Standard Delivery method does not provide any signature and premium services, the company will not provide refunds or re-delivery if the order cannot be successfully traced or retrieved.
- For orders that are not successfully delivered, the company will contact the customer via email to arrange re-delivery and charge the additional shipping fee incurred.
- In any case, if the goods are rejected and returned to our company, we will charge relevant freight (including outbound and return freight), handling fee and return order processing fee (15% of the total order amount), and the balance will be refunded to the customer. All refund processes will start after the goods are successfully returned to our company. If there are any defects in the returned goods, the company will not provide a refund.
- The delivery arrangements for all orders are subject to the availability of relevant goods. If we are unable to provide any product or service on your order, we will notify you by email.
- For other terms and conditions regarding the use or purchase of this website, please refer to the "Terms and Conditions".
Please note: The exact delivery time is subject to the checkout page. It may be delayed due to any force majeure factors without further notice.
Terms and Conditions:
- The purchase amount above the free shipping threshold is calculated based on discount.
- Except for Hong Kong orders, shipping costs in other regions are calculated based on weight (actual weight or volumetric weight, whichever is greater).
- The tax for EU member states is 20% of the total order amount. Customers will be notified when the order arrives locally, and delivery will be arranged after payment. Orders from other regions do not need to pay any tax or the company will bear the tax.
- Orders with standard shipping methods will have further status updates after the goods arrive locally. Customers can check the delivery status with the corresponding logistics company using the tracking number.
- Delivery time starts from the day of shipment and is calculated in working days.
- Not shipping areas: APO/FPO (Zip3 090-099, 340, 962-966), Puerto Rico & U.S. Virgin Islands (Zip3006-009), Hawaii and Guam (Zip3 967-969), Alaska (Zip3 995-999 )
Terms updated: December 2023
