If you need to change the delivery address or date, you must contact us via live chat. at least one working day before noon of the scheduled delivery to make arrangements; otherwise, the arrangement will be postponed to the next working day.
If you need to change home delivery order to store pick-up, you must contact us through our live chat at least one working day before noon of the scheduled delivery. Otherwise, the change will be postponed to the next working day.
For store pickup orders, changes to home delivery or changes to another store pickup location are not allowed. The store you select for pickup cannot be changed to a different store.
If you need to modify the pickup or delivery information on your order (including the recipient's name, phone number, email, etc.), you must contact us via live chat at least one working day before noon of the scheduled delivery to arrange; otherwise, the arrangement will be postponed to the next working day.
*Not applicable to Apple Products
In general, we do not accept requests for product exchanges or order cancellations. Subject to the following circumstances, we may offer a special discretionary arrangement.
If you find that the product dimensions do not meet your needs:
- Before the product is delivered, we may consider replacing the product model or brand for customers.
- After the product is delivered (and the packaging has not been opened), we may consider replacing the product with another model or brand for customers, subject to a 30% handling fee based on the original product's selling price, and payment of any price difference (if applicable).
- Once the packaging has been opened after product delivery, Fortress will not arrange for product exchanges.
If you agree to pay a handling surcharge of 30% of the original product selling price, as well as the price difference (if any) between the original product and the replacement product, you may take the product with you to the nearest Fortress Store. The store staff will then follow up with you accordingly.
Please be informed that before accepting a product exchange:
- Please present the original purchase receipt or relevant electronic receipt.
- We reserve the right to refuse to exchange products that have been signed for due to appearance issues or incomplete accessories. If any complimentary items are damaged, we will arrange for a replacement as soon as possible.
- The exchanged product must be returned with complete packaging, recycling labels (if applicable), accessories, instruction manuals, and unused warranty certificates.
- The exchanged product must be free from damage, destruction, and exposure to water.
- Products that have been registered for warranty online or have been repaired are not eligible for exchange.
For details, please refer: Terms and Conditions
The delivery driver will place the goods outside the unit door, but there still needs to be a consignee at the delivery address to receive the goods.
*There must be someone at home to answer during the delivery process. If there is no one at home, delivery service will not be provided on the same day.
For details, please refer: https://www.fortress.com.hk/en/contactless_delivery
Since the delivery time is determined by the delivery location, you can also choose to pick up your order at the nearest branch.
https://www.fortress.com.hk/en/store-locator
All orders require the recipient's signature upon delivery. If the delivery address you have registered due to security issues or other reasons that prevent the delivery person from completing the delivery and obtaining the signature, we recommend you also consider picking up the order from the nearest store.
Please check the spam emails in your mailbox first if there is any related pickup email. In general, customer will receive a pickup email and pick up SMS, alternatively customers can also check updated order records when logging in to the Fortress APP, which also contains a QR code for order pickup. To ensure the rights and interests of customers, when picking up the goods, our store staff will verify the identity of the recipient and confirm either one of the pickup email or pickup SMS or pickup QR code, and then the goods can be picked up.