Order Support

Who should I contact for different types of enquiries?

For different types of enquiries, we have different smart assistants available to help you.

Chat & Buy:：For product information, feature comparisons, checking in-store stock, or if you need shopping advice, please choose Chat & Buy to connect with our product specialists for instant product consultation and shopping support.

Fannie– Customer Services Assistant ：For order inquiries, delivery arrangements, after-sales service, membership account, returns and exchanges, payment, or other general customer service questions, please choose Fannie, our Smart Customer Support Assistant, for instant assistance.

How can I track of my order?

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 Smart Customer Services Assistant.

(Applicable only to the Fortress eShop) When can I expect to receive the order confirmation email?

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 Smart Customer Services Assistant on our website, using the contact phone number or email provided in the order confirmation.

Why was my order not successfully delivered?

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 Smart Customer Services Assistant and providing the details of your order, and our team will arrange for the order to be re-delivered as soon as possible.

Why did I not receive a delivery notification from the supplier?

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.

Why the order status has been changed to 'Completed' when I still have not received the goods?

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 are unable to successfully contact the supplier, you can reach out to us through Smart Customer Services Assistant or by filling out a form with your order number and product code, and our team will assist you as soon as possible.

What is the arrangement if any items in the order are out of stock?

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) What should I do if I did not receive a confirmation email for my purchase from 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 ourSmart Customer Services Assistant

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.

How can I change the delivery address, delivery date, or recipient information for my order?

If you need to change the delivery address, delivery date, or recipient information (including recipient name, phone number, or email) for your order, please contact us via Smart Customer Services Assistant before noon one business day prior to the scheduled delivery date. Otherwise, the arrangement will be postponed to the next working day.

*This arrangement does not apply to Apple products.

How to change the delivery or pick-up method for an order?

If you need to change home delivery order to store pick-up, you must contact us through our Smart Customer Services Assistant 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.

Can I cancel order or make changes to my order once it has been placed?

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