Shipping rates:
Basic shipping: HK$36.00
Scheduled shipping: HK$44.00
Pickup Orders: All UnFranchise® Owners will pay a pickup fee of HK$20.00 for pickup orders with a product cost of less than HK$1,000.00. There will be no pickup fee for orders of HK$1,000.00 or more.
Delivery Orders: All UnFranchise Owners will pay a shipping fee of HK$36.00 or HK$44.00 for shipped orders with a product cost of less than HK$1,000.00. There will be no shipping fee for Basic Shipping orders of HK$1,000.00 or more. EXCEPTIONS:
Discovery Bay, Ma Wan and the following outlying islands may only select HK$36.00 for basic shipping.
Any special shipping fees will be paid by the UnFranchise Owner.
An additional shipping fee of HK$100.00 will be applied to orders being shipped to the outlying islands listed below:
Lamma Island
Po Lin Monastery
Tong Fuk
Tai O/Ngong Ping
Cheung Sha
Pui O
Mui Wo
Peng Chau
Cheung Chau
Shipping or handling fees related to other items, including but not limited to event ticket purchases, promotional items, marketing materials or samples, are not included in this rule and may be charged separately.
Carrier: Product and literature orders are sent through a company-contracted transport carrier.
Payment: All delivery charges must accompany the order.
When an order is received in the morning, it is normally processed the same day. The invoice/packing slip is generated the next business day. Orders shipped from Market Hong Kong are typically delivered within three to five business days after they are shipped, depending on the delivery location.
The following usually causes inquiries regarding late orders:
Insufficient payment or credit available to cover the order or delivery charges
Mistakes on the order in placement or the ID number, or the order was illegible
Invalid or incomplete address/contact number (UnFranchise Owners should always ensure that Market Hong Kong has a current address and contact number on file.)
Market Hong Kong will only ship to those countries and territories where the company is currently open for business. As Market Hong Kong expands internationally, UnFranchise Owners will be notified well in advance of applicable policies and procedures.
Currently, Market Hong Kong ships packages via a company-contracted transport carrier. All UnFranchise Owners must have a valid shipping address on file with Market Hong Kong to ensure packages are sent to a deliverable address. Orders returned to Market Hong Kong due to an incorrect or incomplete address will be assessed a fee upon reshipment to the correct address. The fees will be based on shipping rates; see Section 1A for the rate schedule. Please note that reshipment fees to Lamma Island, Po Lin Monastery, Tong Fuk, Tai O/Ngong Ping, Cheung Sha, Pui O, Mui Wo, Peng Chau or Cheung Chau will be assessed per the list in Section 1A3.
The delivery time is fixed for Discovery Bay, Ma Wan and outlying islands. Basic shipping is from 09:00 – 16:00.
The logistics staff will arrange a delivery appointment within 2-4 working days.
UnFranchise Owners must notify Market Hong Kong within 30 days of the order date to report any shipping problems, including but not limited to late or lost orders, continued back-ordered products still not received, short shipments, damaged items or wrong products received. If UnFranchise Owners experience any shipping discrepancy, they should contact UnFranchise Services with the following information readily available: UnFranchise Owner identification number, name, date of the order, shipping address, product order number and method of delivery (shipper/carrier). UnFranchise Owners who fail to notify Market Hong Kong of any shipping problem within 30 days of the order date waive any claim for correcting the problem. Since any shipping errors will require research by the Market Hong Kong staff, we strongly urge you to call UnFranchise Services to resolve these issues, as you cannot resolve them at the corporate office.
Short shipments: A short shipment is defined as not receiving all individual items or packages ordered. Items still on backorder or items removed from an order before it is processed by Market Hong Kong (because of problems with payment, being discontinued, etc.) are not considered short-shipped.
Individual items: All orders filled and processed at Market Hong Kong are checked carefully. Since Market Hong Kong uses a computerized weighing system, there is little chance individual items have been left out. Please carefully recheck your order before calling the corporate office.
Packages: Carefully count the number of packages delivered. Never sign a delivery receipt for more packages than have been delivered. When transport carriers sign for a shipment at Market Hong Kong, they sign for a given number of pieces of freight and acknowledge this fact. Market Hong Kong's control over the shipment ends at that time, and the carrier assumes the responsibility.
Damages: As you receive your package(s), please check for damage to the outer packaging before signing for them. Never refuse a damaged shipment. The delivery person should note any damages, such as the package being crushed, resealed or opened, on the delivery record. Market Hong Kong exercises great care in packaging, handling and shipping products. Still, unavoidable accidents or careless handling by others will sometimes occur. Be assured that the product was in good condition when it left our warehouse. If UnFranchise Owners receive damaged product, they may be required, at the sole discretion of Market Hong Kong, to return the damaged product to Market Hong Kong at the company's cost before Market Hong Kong will reship the product. All packages must be opened and inspected upon receipt. Any damage to the product(s) must be reported to Market Hong Kong as soon as possible.
Always inspect shipments before signing for them. Call any damages to the attention of the delivery person, request that damages be noted and sign for the shipment. Set the damaged merchandise aside, and immediately call the carrier's local office and request an inspection of the damages; then notify your UnFranchise Services representative at Market Hong Kong. Market Hong Kong will file the claim with the carrier after receiving proper documentation from the UnFranchise Owner.
If damages are found later, call the carrier and ask for a damage inspection, then notify your UnFranchise Services representative at Market Hong Kong. Do not ship damaged products back to Market Hong Kong. After Market Hong Kong receives the necessary paperwork, the company will immediately replace the product and then wait for reimbursement from the carrier. Hidden damages must be reported to the trucking company within 15 days of delivery.
Wrong product: Wrong product is defined as product shipped by mistake in lieu of product that should have been shipped. All orders filled and processed at Market Hong Kong are checked carefully. Since Market Hong Kong uses a computerized weighing system in combination with a computerized picking system, there is little chance that the wrong product has been shipped. In the rare event UnFranchise Owners do receive the wrong product, they may be required, at the sole discretion of Market Hong Kong, to return the wrong product to Market Hong Kong at the company's cost before Market Hong Kong will ship the correct product.
Extra product: Extra product is different from wrong product in that the UnFranchise Owner receives it in addition to the ordered products. In the rare event that UnFranchise Owners receive extra product or an extra package, they should contact UnFranchise Services. UnFranchise Owners who receive extra product will be required to return the product to Market Hong Kong at the company's cost.
Issued return authorizations: In the cases of wrong product, damaged product or extra product received, once Market Hong Kong has issued a Return Authorization Number (RA No.) to return the product to the corporate office, the product must be returned to Market Hong Kong within 30 days of the issuance of the RA Number. If the product is not returned to Market Hong Kong within 30 days of the issuance of the RA Number, Market Hong Kong reserves the right to debit the UnFranchise Owner's Market Hong Kong account for the UnFranchise Cost of the product, but only if the UnFranchise Owner has received and failed to return product for which they have not paid. If Market Hong Kong debits the UnFranchise Owner's Market Hong Kong account for the unreturned product, any Business Volume for the product will be assigned to the UnFranchise Owner's personal BDC-001 for the date the Market Hong Kong account is debited.