Delivery Charges Information
| Delivery Method | Order Amount | VIP Member* | Basic Member | Order Placement Time | Delivery Time | Service Time |
|---|---|---|---|---|---|---|
| Standard Local Delivery | Below $350 | $40 | $40 | Order by 9:00 PM | Next day delivery | Monday to Saturday 9:00 AM to 6:00 PM (Excluding Sundays and Public Holidays) |
| $350 and above | Free | $40 | ||||
| $500 and above | Free | Free | ||||
Express Local Delivery Service is provided by Lalamove |
Below $350 | $60 | $60 | Slot 1: Order between 9:00 PM the previous day - 12:59 PM on the same day; Receive between 2:00 PM - 6:00 PM on the same day Slot 2: Order between 1:00 PM - 4:59 PM on the same day; Receive between 6:00 PM - 10:00 PM on the same day |
Monday to Sunday 2:00 PM - 10:00 PM (Excluding Chinese New Year Days 1-3) | |
| $350 and above | $30 | $60 | ||||
| $500 and above | $30 | $30 | ||||
| Store Pickup | Any Amount | Free | Before 2:00 PM | After 2:00 PM on the same day | Based on store operating hours | |
| 2:00 PM - 5:00 PM | Within one hour after ordering | |||||
| Partner Pickup Point Service | Below $350 | $40 | $40 | Order by 9:00 PM | 2 working days after order confirmation | Based on partner pickup point |
| $350 and above | Free | $40 | ||||
| $500 and above | Free | Free | ||||
Store Pickup Service Details
| Service information | Details |
| Applicable Products | Small to medium-sized products |
| Covered Stores | Hong Kong and Macau Fortress stores (Click here to view store list) |
| Pickup Instructions |
You or your authorized representative can pick up the products you have ordered. When picking up, please bring the following documents: • Pickup email, pickup QR code or pickup SMS from Fortress online order record with account login name • Original identification document (applicable for Apple products only - authorization letter if applicable) If we are unable to verify that the person requesting the goods is you or your authorized representative, we will refuse to release your order to ensure your interests are protected. |
In-Store Pickup Frequently Asked Questions
A: If we cannot confirm that the person requesting to pick up the goods is you or your authorized representative, we will refuse that person from collecting your order to protect your interests.
Q: Can I authorize someone to pick up the goods I ordered?
A: Yes, you can authorize someone to pick up the goods you ordered. If you authorize someone, please prepare an authorization letter.
Q: What documents do I need to bring when picking up the goods?
A: When picking up the goods, please bring the following documents:
- Pickup email, pickup QR code from the order record in the Fortis online store, or pickup SMS
- Account login name
- Original identification document (only applicable for Apple products)
- Authorization letter (if applicable)
A: Before picking up the goods, you need to carefully keep the pickup QR code and pickup email. Fortis is not responsible for any loss, damage, or costs arising from the loss of or disclosure of the pickup QR code to any third party. All pickup records are based on Fortis shopping system records. We strongly recommend that you check the following when picking up the purchased goods:
- Check the appearance of the goods for any obvious defects or flaws, and ensure that all accessories are included.
- Verify on-site that you have received the correct quantity of goods purchased and any accompanying gifts (if applicable).
Under normal circumstances, we do not accept any exchange requests, and our 10-day refund guarantee policy only applies to cases where the quality of the goods provided does not meet production standards, which must be verified by authorized agents.
Q: What documents can I obtain for product maintenance after completing the pickup?
A: After completing the pickup, you can obtain your electronic sales receipt via email or by logging into the Fortis online store and selecting your order from the order history. If you would like us to print the receipt for you, please contact a store staff member.
Q: Can I change the delivery method/store for a confirmed order?
A: Once the order is confirmed, the selected pickup service cannot be changed, and the chosen pickup store cannot be altered.
Q: When will I receive the pickup email or QR code?
A: Generally, the pickup email or QR code will be sent out before 3 PM on the day of pickup (not applicable for same-day in-store pickup orders).
Q: What should I do if the chosen store is closed due to weather or other factors?
A: If the store you chose for product pickup is closed due to weather or other factors, you can go to that store to pick up the product the next day.
Partner Pickup Point Frequently Asked Questions
A: You can pick up your order at the Partner Pickup Point using the pickup code in the SMS you received. Each pickup point may have different operating hours, which you can check at checkout. You need to pick up your order within 24 hours of receiving the pickup SMS. Please pick it up within the time limit; otherwise, a late pickup fee will apply.
Q: What should I pay attention to when picking up my purchased items?
A: Before picking up your items, please keep the pickup code in the SMS safe. For any loss, damage, or costs incurred due to the loss of the pickup code or disclosure to any third party, Fortress is not responsible. All pickup records are subject to Fortress's shopping system records. We strongly recommend that you check the following when picking up your purchased items:
1. Check the appearance of the items for any obvious defects or flaws, and ensure that all accessories are included.
2. Verify on the spot that you have received the correct quantity of purchased items and any associated gifts (if applicable).
Under normal circumstances, we do not accept any exchange requests, and our 10-day refund guarantee policy only applies when the quality of the goods provided does not meet production standards, which must be confirmed by an authorized agent for inspection and verification.
Q: What documents can I obtain for product maintenance after completing the pickup?
A: After completing the pickup, you can obtain your electronic sales receipt for product maintenance via email or by logging into Fortress's online store to select your order. If you would like us to print the receipt for you, you can contact the staff at any Fortress store.
Q: Can confirmed orders change their delivery method or pickup point?A: Once an order is confirmed, the selected pickup service cannot change the delivery method, and the chosen Partner Pickup Point cannot be changed either.
Q: When will I receive the pickup SMS?
A: Generally, you will receive the pickup SMS once Fortress confirms the order and the items arrive at the pickup point (actual situation is subject to the capacity of the Partner Pickup Point).
Q: What should I do if I cannot pick up my order within the designated time due to extreme weather or other factors?
A: You can directly contact the transportation company associated with the Partner Pickup Point to reschedule the pickup service. Fortress reserves the right to change any delivery service terms.
In case of disputes, Fortress's final decision shall prevail.
Delivery Service Details
| Service Notes | Standard Local Delivery | Express Local Delivery |
| Applicable Products | All products (except those specifically for in-store pickup; please refer to the product page under [Delivery Method]) | Designated product categories (please refer to the product page under [Delivery Method]) |
| Coverage Area | Hong Kong Island, Kowloon, New Territories (including: Ma Wan), designated areas of Lantau Island (including: Tung Chung, Discovery Bay, and Chek Lap Kok) and Macau Delivery to the following areas is available on Tuesdays and Thursdays: Stonecutters Island, Kwan Tee Container Terminal, Lung Kwu Tan/Tap Shek Kok, Chuk Yuen Estate/Lian Ma Hang Road/Lo Wu Station Road, Airport area, Shek O/Big Wave Bay, and Clear Water Bay area. There is no delivery service in the following areas: Lamma Island, Peng Chau, Cheung Chau, Mui Wo, Pui O, Cheung Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery, Tai O and areas where no trucks are allowed to enter. |
Hong Kong Island, Kowloon, New Territories The following areas do not have delivery service: Chek Lap Kok, Discovery Bay, Lantau Island, Ma Wan, Sha Tau Kok, Shek O, Siu Lam, Da Gu Ling, Tai O, Tai Po Kau, and any area where vehicle access is prohibited. |
| Delivery Time | Order by 9 PM for next day delivery | Time Slot 1: Order between 9 PM yesterday and 12:59 PM today; receive between 2 PM - 6 PM Time Slot 2: Order between 1 PM - 4:59 PM today; receive between 6 PM - 10 PM |
Additional Delivery Charges Table
| Additional Delivery Services | Charges |
| Stairs (up or down) | From HK$50 |
| Moving goods over obstacles | From HK$150 |
| Delivery inaccessible by vehicle (e.g., village houses) | From HK$100 |
Click here for fee details
Standard Local Delivery FAQs
A: If you need to change the delivery address, date, time, add extra items, or change purchased items, please call Fortress Customer Service at 2555-5788 at least 24 hours before delivery (available from 9 AM to 6 PM, excluding Sundays and public holidays), or contact us as specified by the online store. Please note that installation fees are not included in the delivery service and will be charged separately.
Q: What follow-up actions will be taken if the order cannot be delivered on time?
A: If your order cannot be delivered on time due to unsuccessful contact by phone, no one answering at the address, or unclear contact information, we will reach out to you via email the next business day for follow-up.
Q: What should I pay attention to when the goods arrive?
A: Upon delivery, please ensure the packaging or outer box is intact and confirm the ordered quantity matches. If you have any questions about the delivery service, please contact customer service. Delivery service is not available for non-fixed addresses, consolidation warehouses, smart lockers, border restricted areas, outlying islands, warehouses, and locations requiring delivery via terrace instead of stairs. If the delivery address does not have direct elevator access, extra service fees will be charged for each floor, excluding the ground floor. For particularly large items and other charges, the delivery staff will collect cash. For details on extra charges, please contact customer service.
Q: How can I confirm the delivery time and date after submitting my order?
A: After you submit your order on the online store and it is accepted, we will confirm the delivery time and date with you. However, if there is a delay in the processing of your credit card by the bank, the delivery date may be adjusted accordingly. The delivery staff will call you before arrival to confirm the completeness of the ordered items, and the recipient must sign the delivery slip to acknowledge receipt. All delivery dates and times are estimated. Fortress is not liable for any losses or damages caused by delivery delays.
Q: Will the supplier charge delivery fees for directly delivered goods?
A: Yes, suppliers may charge delivery fees for directly delivered goods. Please inquire with Fortress customer service for details.
Q: Can I choose contactless delivery service at checkout?
A: Yes, you can choose the contactless delivery service. Please refer to the relevant process and terms for details (https://www.fortress.com.hk/en/contactless_delivery).
Q: What happens if the delivery address is inaccessible for security reasons or other reasons?
A: If the registered delivery address is inaccessible for security or other reasons, the delivery staff will not be able to complete the delivery or obtain a signature. We have the right to request that you pick up the goods from our store without making other delivery arrangements. In case of any disputes, we reserve the final decision.
Q: Will the delivery staff unpack items for customers during delivery?
A: The delivery staff will not unpack items for customers unless the customer agrees to take responsibility for any damage after unpacking and signs the delivery slip to consent to unpacking.
Q: Will the delivery staff charge additional fees based on actual conditions (e.g., stairs, vehicle access, moving items to the delivery location, etc.)?
A: The delivery staff will decide whether to charge additional delivery fees based on actual conditions.
Express Local Delivery FAQs
A: If an item cannot be delivered due to stock issues, and you chose the first delivery time slot (2 PM to 6 PM), we will try to redeliver in the second time slot. If it still cannot be delivered, we will cancel the order and process a refund.
If the delivery fails due to address issues or inability to contact the recipient, and you chose the first delivery time slot, we will attempt to redeliver in the second time slot. If that fails, we will contact you on the next business day to arrange further delivery. We strive to provide the best delivery service to ensure you receive your items smoothly.
Q: Will the delivery staff charge additional fees based on actual conditions (e.g., stairs, vehicle access, moving items to the delivery location, etc.)?
A: The delivery staff will decide whether to charge additional fees based on actual conditions.
Q: What should I do if I need to change the delivery address, date, time, or add additional purchased items?
A: If you choose express local delivery service, you cannot change any order details, including the delivery address, date, time, and products in the order. For any inquiries, please call Fortress Customer Service at 2555-5788.
Q: Will the delivery staff unpack items for customers during delivery?
A: The delivery staff will not unpack items for customers during delivery.
Q: Will the delivery staff handle old machines?
A: The delivery staff will not handle any old machines.
Q: What should I pay attention to when the goods arrive?
A: Upon delivery, please ensure the packaging or outer box is intact and confirm the ordered quantity matches. If you have any questions about the delivery service, please contact customer service. Delivery service is not available for non-fixed addresses, consolidation warehouses, smart lockers, border restricted areas, outlying islands, warehouses, and locations requiring delivery via terrace instead of stairs. If the delivery address does not have direct elevator access, extra service fees will be charged for each floor, excluding the ground floor. For particularly large items and other charges, the delivery staff will collect cash. For details on extra charges, please contact customer service.
Q: Can I choose contactless delivery service at checkout?
A: Yes, you can choose the contactless delivery service. Please refer to the relevant process and terms for details (https://www.fortress.com.hk/en/contactless_delivery).
Q: What products are eligible for the Express Delivery Service?
A: The Express Delivery Service is applicable to small and medium-sized products. It currently does not support large appliances or fragile items (such as cameras, mobile phones, computers, etc.). For details, please refer to the "Delivery Method" section on the product page.
Q: Why is the "Express" time slot not displayed on the checkout page?
A: If the "Express" time slot is not displayed on the checkout page, it means that there is insufficient stock at the shipping point in your area to provide express delivery. Please choose another standard delivery time slot.
Q: How should I handle changes to the delivery address, date, time, or if I want to add additional items or change purchased items?
A: If you choose the express delivery service, you will not be able to change any details of the order, including the delivery address, date, time, or the products in the order. For any inquiries, please call Fortress customer service hotline at 2555-5788.
Fortress reserves the right to change any delivery service terms. In case of any disputes, the company reserves the final decision.