Your order will be shipped on the displayed delivery date, and the delivery person will call one hour before arrival.
Click here to check your delivery date.
If there are any delays in your order, we will notify you via SMS or email.
*If you cannot receive the notification email, please also check the junk mailbox.
If you have any questions regarding the status of your order, please contact our customer service team through live chat.
(Applicable only to the Fortress eShop)
If you selected home delivery, the order confirmation email will be sent out on the morning of the shipping day. You can prepare to receive the delivery at the time selected in the email, and the delivery person will call you an hour before arrival.
If you selected store pick-up, the confirmation email and text message will be sent out on the day of your scheduled pick-up. You can then use the QR code received in your Fortress account to collect your order at the store.
If the scheduled pick-up date has passed and you have not received any notification, you can contact our customer service team through live chat on our website, using the contact phone number or email provided in the order confirmation.
For orders delivered by Fortress, you can refer to the daily delivery schedule for each region.
If your order cannot be delivered as scheduled due to unsuccessful phone contact, no one at the address, or incomplete contact information, we will follow up with you by email on the next business day.
You can also contact us through live chat or by filling out a form and providing the details of your order, and our team will arrange for the order to be re-delivered as soon as possible.
You can find in the order notes on the product page whether the product is being delivered directly by the supplier.
You can refer to the delivery date on the order. Generally, the supplier will contact you and arrange the delivery details prior to the delivery date.
The order status will automatically update to 'Completed' after the delivery date has passed.
For products delivered by supplier, they may use a third-party courier service, and it can take 2-3 business days after the scheduled delivery date to receive the item.
If you still have not received the product, you can check the brand list to inquire about the delivery status with the relevant supplier.
If you are unable to successfully contact the supplier, you can reach out to us through live chat or by filling out a form with your order number and product code, and our team will assist you as soon as possible.
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 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 customer service team through the live chat.
If the items in your order are out of stock, we will notify you of the relevant arrangements via email or text message the day before delivery or pickup.
If we fail to deliver on time due to the factory's delay in delivery, the customer can apply for a full refund. It will be returned according to the original payment method, and there will take 2-4 weeks for processing.
*We will notify you of the latest delivery schedule via email.
(Applicable only to the Fortress eShop)
Most email service providers or software nowadays have email filtering functions to defend against email viruses and spam. However, this function may sometimes mistakenly filter out important emails. Please check your "Spam" or "Junk" folder. If you find any emails sent from the Fortress website, please mark them as "Not Spam". Additionally, you can log in to your account through the app to check your purchase history. If the issue still cannot be resolved, please contact our customer service team through the live chat and provide the following information for follow-up:
- The registered email address on your member account.
- The date and time when the issue occurred (very important).
- The order number.
- The order amount.
- Other transaction numbers, e.g. payment ID.
- The payment method.
- Screenshots related to the issue.
- Details of the case.
The order status will be automatically updated to “Completed” after the selected delivery date. 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. You may refer to the brand list to check the delivery progress with relevant suppliers. If you still unable to contact supplier, please feel free to contact us via live chat and our team will assist you promptly.
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.