Delivery Policy
Delivery selections
Customers can choose the following pick-up methods:
- Self pick up at Healthy Express (Room 1503, Yue Fung Industrial Building, 35-45 Chai Wan Kok Street, Tsuen Wan West)
- Delivery service (Fresh food orders with net value of HK$500 or above, dry products
with net value of HK$350 or above to enjoy free delivery, and orders with net value of less, than free delivery requirements will be charged HK$30 for shipping)
- SF Express / SF Business Station / SF store / SF Service Partner / EF Locker / OK Convenience store (through SF Express or JumpPoint ) / 7-11 Convenience store (through SF Express)
- Discovery Park store delivery point (subject to confirmation and inquiry)
*SF Express shipping details can be viewed SF Express website
Delivery Coverage
Delivery service is limited to local delivery, overseas delivery is currently not available.
Delivery service covers Hong Kong Island, Kowloon, the New Territories and designated outlying island areas including Discovery Bay, Ma Wan, Tung Chung, Airport, Expo & Disney; other outlying islands areas does not provide services.
Our delivery service does not cover locations that are not directly accessible by courier trucks or floors that are not directly accessible by elevators.
If the receiving area is far away, an additional $30 shipping fee will be charged.
Any address that unable to provide 30 minutes of free parking will be charged separately for the parking fee collected at that address. Please pay the parking fee directly to the delivery driver on the day of delivery.
If the address is a place where there is no parking lot, you need to contact the driver and go downstairs for delivery.
Stairs charges: delivery on stairs is calculated based on the number of floors, and the charge is $20 per floor (stairs from 4 to 22 are one floor). The driver will charge according to the number of floors. This fee should be directly delivered to the delivery driver on the day of delivery.
Please note that the following remote areas normally charged a HKD50 surcharge are currently waived):
Discovery Bay, Ma Wan, Tung Chung, Airport, Expo, Disney, Stanley and Shek O.
Remoter Areas are following:
- Special Yuen Long districts: Mai Po, Lok Ma Chau, Ma Tso Lung, Northwards to Ping Che's Kau Kee Store, Deep Bay Road, Lau Fau Shan Road;
- Special Sha Tin districts: Upper/Lower Wo Che, Fa Sam Hang.
- All Country Parks; Special Sai Kung districts : Tai Mong Tsai Road, Pak Tam Chung, Hoi Ha Wan, Yung Shue O; Special Clear Water Bay village: Po Toi O; Lo Wu
Order cut-off and delivery time
The Shop allows you to choose your preferred delivery date.
For a next day delivery, place your order before 4pm!
For delivery on Sunday and Monday, place your order before 4pm on Friday.
If you request a specific delivery time, we will have to deliver by Gogovan or Lalamove and we will charge you the extra cost incurred (minus HK$60 if your order is above HK$500).
Note: If the order is received late, especially if the order includes fresh goods, such as Kamei chicken and Kinying pigs, and exceeds the supplier's allowed delivery time, the order may be delayed by one day. Delivery days are not absolutely guaranteed.
Usually delivery is two days after receiving the customer’s order. In case of Sunday or public holiday, the delivery date will be postponed to the next working day (for example, order on Monday, delivery on Wednesday; order before 4pm on Friday, delivery on Monday ; Orders placed after 4pm on Friday, delivery will be arranged on Tuesday).
The delivery time is from Monday to Friday, 11 am to 8 pm. The actual delivery time will be determined by region. The delivery staff will contact you 30 minutes before delivery. If we cannot contact you, we will put the goods in the management office for collection. To ensure that fresh goods can be delivered to you in time, please pay attention to the delivery time, thank you for your help!
What if I'm absent when my package is delivered?
Your delivery will be left in your nominated safe place (e.g. in front of your door, with your concierge…) until you collect it. Each parcel is insulated and contains ice packs to maintain a chilled temperature for a few hours. It is normal that ice packs melt over time as the parcel are kept prolonged period in chilled temperature. It is the responsibility of the client to promptly collect the package in case of absence and once the parcel is delivered as instructed. We will not hold any responsibility after a parcel is effectively delivered by our logistic partners as instructed.
In case of absence and without specific instruction, our logistic partner will contact you and intent a second delivery the following working day.
In case of 2 absences, your parcel will be returned to our store and we will charge you extra-fee for a new delivery.
All boxes are kept in a cold room and transported in a chilled truck during that time, however We will not hold responsibility over the package if it was not successfully delivered the first time.
Refund
For any questions about the quality of the product, please contact us on the same day of delivery. You can send the product name, product expiration date and barcode label to our Whatsapp / email address on our "Contact Us" page to follow up. Please note that refund/replacement arrangements other than quality will not be accepted.
Organic vegetables and fruits are not applied with pesticides, hypochlorous acid water, ozone and preservatives. In addition, we reduce packaging, planting climate and harvest time, and surface defects are purely normal. We will not return or exchange products based on personal subjective factors (damage caused by insects, a small amount of yellow leaves, natural birds and other animal bites , dry water, aroma, size, sweetness, etc.). However, if vegetables and fruits have large-scale damage/damage, we are happy to make return/exchange arrangements regarding the degree of damage, please contact our Whatsapp / our staff within 24 hours. If you will have questions. Send us photos of vegetables and fruits.
Order Cancellation
After placing the order, you will receive an email from the system to confirm the order. Except for the customer's request to cancel the order, if we cannot obtain payment authorization or the payment fails, the order may be cancelled. To make you have a pleasant online shopping experience, please ensure that the payment is successful. If you have any questions, please contact us.
Special Delivery Arrangement of Inclement Weather Condition
Tropical Cyclone Warning Signal No. 8 or above:
When Tropical Cyclone Warning Signal No. 8 or above is hoisted, delivery service and self pick up service will be temporarily suspended. Generally, the delivery date of orders affected by typhoons or bad weather will be postponed to the next working day. The actual delivery date and time depends on factors such as the delivery address, order quantity, and manpower arrangements. If customers need to change the delivery date, please contact us as soon as possible to make arrangements.
Red/ Black Rainstorm Warning
Delivery service will be suspended and to be resumed subjected to the weather. If delivery service is not able to continue, delivery service may be delayed due to inclement weather.
Healthy Express will open as normal if Red Rainstorm Warning Signal is hoisted. For Black Rainstorm Warning Signal, if the signal is issued during the normal opening hours, the office will remain open. If the signal is issued before the opening hours, the office will be temporarily closed and will resume service within 2 hours if the signal is cancelled.
