Delivery Policy

Thank you for visiting and shopping at Hiq-R. Following are the terms and conditions that constitute our Delivery Policy.

1. Delivery Arrangement & Time

Before placing the order, customers should confirm that the product code is correct, and understand the characteristics and size of the product. If you have any enquiries, please contact our customer service representatives immediately. Once the order is shipped, no modification is allowed.

A confirmation email, including the details of the order, as well as the order number, will be received once the order is made. Order number would be useful for tracking and inquiring. Our customer services representatives will contact you through phone or email to confirm the delivery date and time.

If you want to modify the date or time after confirming the delivery details, please kindly WhatsApp contact our customer service representatives at least three days before the confirmed delivery time. Otherwise, we may charge an additional 15% of the order amount as an emergency transfer fee.

In addition, we would not arrange delivery on public holidays and Sundays. Please kindly reserve time on weekdays for delivery. We would contact you through phone call or emails if there is any emergency situation that will delay the delivery.

2. Delivery Fee

• Free shipping on orders over HKD$5,000.
• Consumption below HKD$5,000, the basic transportation fee is HKD$500.

Basic transportation service covers Hong Kong Island, New Territories and Kowloon. (Please contact customer service representative for the service fee of Hong Kong Outlying Islands and other countries)

Additional service charge for regions below:

• (a) Mid-Levels, Sai Kung, Tung Chung, Lam Tsuen, Pat Heung, Shek Kong, Kam Tin and Fairview Park etc. — Additional service charge: $250
• (b) Yuen Leng Village, Sheung and Ha Wo Che, Mai Po, Ma Wan, Repulse Bay, Stanley and Shek O etc. — Additional service charge: $280
• (c) Discovery Bay — Additional service charge: $400
• (d) Exhibition site, hotel, apartment under renovation, boat house/boat, construction site, container terminal — Please contact our customer service representatives for the additional service charges.

Please contact our customer service representatives for the additional charges for any unstated locations or regions.

3. Service Restrictions

Delivery service is not applicable to restricted areas, road that prohibited truck weighted 5.5 tones, addresses where goods delivery have to go through the balcony or other unavailable environmental conditions. If the goods are shipped to the ferry terminal, FMAM-Create will not be responsible to arrange sea transports, as well as loading and unloading matters for the customers.

4. Receiving Goods

After the order is confirmed, the customer must receive the goods at the delivery address and delivery period specified on the order. Production and delivery period of our products would take around 10 business days and 28 days respectively (depends on category of product). If customer is unable to receive delivery according to this term, we would charge customer administration and storage fee. Customers can postpone the delivery up to 30 days after confirming the order. Overdue will be considered as discarding the purchased product and all the payment will not be returned.

5. Changes & Cancellation

If you would like to make a change to the timing of your delivery or cancelling of order, please WhatsApp 9167 2400 at least 3 days before delivery. There will be no refund of delivery fee on delivery failure due to an unattended recipient address upon arrival of goods at the appointed time. We will require additional delivery charges when delivery is rescheduled in such circumstance.

6. Distance from Unloading Point

Service covers addresses only within a 50m parameter of the unloading point. If there is any slope within 50m parameter of the unloading point, please state clearly in the note of your order, otherwise we may charge extra service fee.

7. Exclusions

Delivery does not include dismantling, packaging cleaning, installation and positioning. If necessary, please consult customer service consultant.

8. Staircase Access

For buildings without lift or for product that can only access through staircases, there will be additional delivery charge. Please contact the customer service representatives for the details of the charges.

9. Weather & Road Conditions

Deliveries will be cancelled in case of bad weather, serious flooding, blocked or closed roads. Rescheduling of delivery will be arranged.

10. Inspection & Signing

Customers or authorized representative should check and count the number of goods carefully before signing for the order. After signing for, we would not be responsible for the number of goods of that order.

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Hiq-R reserves the right to amend the Terms & Conditions without prior notice. All matters and disputes are subject to the final decision of Hiq-R.