Frequently Asked Questions

Delivery & Store Pickup

Can delivery and installation service be arranged on the same day?

In general, product delivery and installation dates may not be scheduled on the same day. The selected date is the earliest installation date. The actual installation date & time may be subject to change depend on various factors such as order delay, address, order number & manpower allocation. If the installation date changes, we will contact customer for rearrangement one day before the delivery date at the latest.

What is Contactless Delivery Service?

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

Can I request to place the parcel at door front or deliver the parcel to the building management office as well as assign a 3rd party to collect my order?

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.

Why am I being charged an additional delivery fee?

If no elevator service is available at the premises, we will additionally charge you a delivery fee for each floor except the ground floor. Regarding the charges of large products delivery and other additional charges, these shall be paid to the delivery staff directly.

For details, please refer to: Delivery & Pickup

The Fortress shipping fee arrangement only applies to orders that Fortress is responsible for delivering. For products delivered directly by the supplier, the supplier may charge a delivery fee for their direct delivery service, and Fortress or the agent will notify you separately.

For supplier delivery product, can the order deliver according to the selected delivery date & time?

In general, majority orders can be delivered according to the selected date and time slot. Meanwhiles, supplier will contact you to confirm delivery information before the delivery date. Individual supplier delivery order might be delivered by third-party vendors. Due to the delivery lead time, the order may be received within 2-3 working days. If your order delay or out of stock, we will notify you of the relevant arrangements via email within 4 working days from order date.

How will I receive delivery or pickup notifications when using the Express Local Delivery service or partner pickup points service?

The SFHK APP is undergoing a security upgrade. The SFHK APP pickup notification function will replace SMS messages. Customers can enable push notifications on your mobile devices to avoid missing delivery reminders within the SFHK APP.

Please do not respond to any suspicious calls, emails or SMS messages and please protect personal information carefully.

For more information, please visit :
https://htm.sf-express.com/hk/tc/news/detail/Notice-of-SFHK-APP-Security-Upgrade/

The delivery arrangements in case of extreme weather

For arrangements regarding different delivery methods under extreme weather, please visit: Delivery & Pickup

How will delivery be arranged for orders ship to Macau??

For orders to be delivered to Macau, after the items are ready for dispatch, they are typically shipped by sea from Hong Kong to the Macau warehouse 2-3 days prior to the scheduled delivery date, and then delivered by a third-party logistics company.

For all Macau delivery orders, the actual delivery date will be based on the Macau shipping timeline, and you may receive the items 2-3 business days after the scheduled delivery date. Please be mindful of the delivery notifications from the third-party logistics company.

Note: You can track the progress of your order through the order records or the tracking page.

If you have any queries about the order status, please contact our Smart Customer Services Assistant for assistance.

I did not receive a pickup email/QR code?

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.

What should I pay attention to when picking up the purchased goods?

For more information about self-pickup (In-store pickup & Partner pickup), please visit :

https://www.fortress.com.hk/en/delivery