Shipping
Urban Meatery: Delivery & Pickup Policy
To ensure a smooth shopping experience, please read our delivery and pickup arrangements carefully:
I. Shipping Fees & Promotions
1. Free Shipping: Enjoy one-time free delivery on orders of chilled or frozen products totaling HK$600 or above.
2. Standard Delivery: For orders under HK600, a delivery fee of **HK55** will be applied.
3. Self-Pickup: No shipping fee is required for all "In-Store Pickup" orders, regardless of the order amount.
II. Delivery & Pickup Options
Customers can choose from the following options at checkout:
• In-Store Pickup: G/F, Hang Cheong Factory Building, Cheung Sha Wan.
• SF Cold Chain (Direct Delivery): Door-to-door delivery by our third-party logistics partner.
• SF Cold Chain (Pickup Point): Self-pickup at designated SF Frozen Pickup Points.
III. Pickup Details & Limitations
1. Service Hours: Daily 13:00 - 19:00. For pickup outside these hours, please contact us in advance for an appointment.
2. Advance Notice: To ensure your items are properly packed and stored, please notify us at least 1 hour before your expected arrival.
3. Pickup Time Limit (Logistics Points): Customers choosing SF Frozen Pickup Points must collect their items within 24 hours (or the specified timeframe) after receiving the notification. Urban Meatery is not responsible for any thawing or spoilage caused by late collection, and no returns or exchanges will be accepted in such cases.
IV. General Terms & Conditions
1. Communication & Re-delivery: Please ensure your contact number is reachable. If delivery fails due to an unreachable recipient or no one being present at the destination, an HK$100 administrative and re-delivery fee will be charged on behalf of the logistics provider.
2. Delivery Timelines: As we use third-party cold chain logistics, we cannot guarantee delivery at specific times. Please refer to the SMS or App notification from the logistics provider on the day of delivery. Urban Meatery reserves the right to reschedule delivery in the event of logistics delays.
3. Buildings without Elevators: To maintain delivery efficiency, if the delivery address is in a building without an elevator, customers are required to pick up their items at the main entrance (Ground Floor).
4. After-Sales & Returns: Please inspect your products immediately upon receipt. If you find any damage or quality issues, please take photos and contact our customer service within 2 hours. We will arrange for an exchange (no cash refunds). Requests made after 2 hours or without complete photo evidence will not be processed.
5. Product Weight: All food weights are based on the actual item. As meat is manually cut, there may be a reasonable weight variance of +/- 10%. The final weight will be based on the product label at the time of dispatch.
6. Extreme Weather: Delivery and customer services will be suspended if a Red/Black Rainstorm Warning or Typhoon Signal No. 8 or above is issued. Affected orders will be rescheduled, and we will update customers via WhatsApp.