Shipping policy

At GRAMS, we are committed to providing fast and reliable delivery throughout Hong Kong. This Shipping Policy outlines our order processing times, shipping methods, delivery information, and customer responsibilities. By placing an order, you agree to the terms outlined below.

If you have any questions, please contact us at support@gramsdaily.com.

1. Shipping Locations

We currently ship exclusively within Hong Kong.

 

We do not currently ship internationally. Orders placed with delivery addresses outside Hong Kong will be cancelled and refunded.

2. Order Processing Time

Orders are typically processed within 1–2 business days (Monday–Friday, excluding Hong Kong public holidays).

During peak periods, including promotional campaigns and public holidays, processing may take up to 2–3 business days.

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking information.

3. Shipping Rates

We offer a flat shipping rate of HK$30 on all orders within Hong Kong.

Free shipping promotions may be offered from time to time. Any applicable shipping discounts will be displayed during checkout.

4. Shipping Method & Carrier

All orders are shipped via SF Express.

Estimated delivery time is 2–4 business days after dispatch. Delivery times are estimates only and may vary due to weather conditions, courier operations, or other circumstances beyond our control.

5. Free Shipping

Free shipping promotions may be available during selected campaigns or for qualifying orders. Any applicable offers will be shown at checkout.

6. Tracking Your Order

A tracking number will be emailed to you once your order has been shipped.

You can track your shipment through the SF Express website or mobile app.

If your tracking information has not updated within 3 business days after dispatch, please contact us at support@gramsdaily.com.

7. Lost, Damaged, or Delayed Shipments

Lost Packages

If SF Express confirms that a shipment has been lost (typically after 10 business days), we will arrange either a replacement shipment or a refund at our discretion.

Damaged Orders

If your order arrives damaged, please contact us within 48 hours of delivery and include clear photographs of the damaged package and product. We will assess the situation and arrange an appropriate resolution.

Delivery Delays

While we aim to deliver every order as quickly as possible, occasional delays may occur due to courier operations, severe weather, or other circumstances beyond our control. We will gladly assist you in following up with SF Express where necessary.

8. Shipping Restrictions

We do not deliver to P.O. Boxes. Please provide a valid residential or commercial delivery address, SF Express Locker, or SF Store pickup location.

We reserve the right to cancel any order that cannot be successfully delivered.

9. Order Cancellations & Changes

Orders may be cancelled or modified before they have been processed (generally within 1 business day).

Once an order has been dispatched, it can no longer be cancelled or modified.

10. Changes to This Policy

We may update this Shipping Policy from time to time without prior notice. The latest version will always be available on our website.

Your continued use of our website following any updates constitutes acceptance of the revised Shipping Policy.

Thank you for choosing GRAMS.

For any shipping enquiries, please contact us at support@gramsdaily.com.