User's Guide

Shipping

For purchase amount below HKD 500, a delivery fee of HKD 60 for the residential district and designated area.

Island districts, prohibited zones, and borders area will not be included in the free delivery service. 

It normally takes 2-4 business days for domestic order delivery, subject to the availability of stock, and it may take longer if there is a shortage or delay of stock.

 


Self-Pick-up at our office

Alternatively, you can also pick up your orders at our office and the reserved date and time will be notified.

mobiCares office
Address: Unit 1207, Lladro Centre, 72 Hoi Yuen Road, Kwun Tong. (Next to MTR B1 Exit)
Business Hours:

Mon-Fri : 12:00pm - 2:30pm ; 3:30 pm - 6:30 pm 

Saturdays: 12:00pm - 2:00pm

Closed on Sundays and Public Holidays

Telephone: (852) 2154 3853

 

Pickup at S.F. Store

The Self-pickup Service is required you to write the corresponding address and store code of your pickup point on your order, it also waives Remote Area Surcharge to help you save more.

Click HERE to view the location of S.F Stores

Instructions when picking up orders from SF Express locations:

  • Upon shipment of your order, a tracking number will be issued. Customers can use the tracking number to see if their order has reached the selected SF Express location.
  • SF Express will contact customers by phone or SMS to arrange pickup.
  • Once contacted by SF Express customers are advised to pick up the order within 3 days and pay the delivery charge.

International Order

International orders are shipped via Hong Kong Post (SpeedPost/e-Express Service). The estimated normal delivery time is 7-14 working days after payment, subject to the stock availability and it may take longer time if there is a shortage or delay of stock.

For shipping costs, we currently ship to selective countries, and shipping cost is subject to change according to the weight and destinations. Please refer to the below international shipping fee table for details.

  Country First 1 kg* Per extra kg*
Asia China $225 $56
China, Macau SAR $211 $50
Taiwan $204 $42
Thailand $203 $42
Vietnam $274 $82
South Korea $214 $42
Singapore $209 $44
Malaysia $220 $44
Philippines $210 $42
India $346 $106
Indonesia $246 $90
Japan $205 $55
Australia / Oceania Australia $289 $112
New Zealand $251 $96
Europe Poland $377 $112
United Kingdom $322 $98
Netherlands $326 $106
Spain $331 $98
Portugal $326 $96
Finland $330 $94
France $320 $94
Germany $326 $96
Italy $396 $150
Sweden $339 $98
Switzerland $339 $112
The Americas Canada $318 $86
United States $305 $124
Africa South Africa $441 $236

Remarks: The rate base is from the first 1kg. Shipments area is calculated in 1kg increments, weight in decimal kg will be rounded up to the next kg.

All shipping costs do not include duties or taxes.

Any customs, import duties, or associated fees may be charged once the parcel reaches its destination country. The recipient of the parcel will be responsible to pay the costs. We do not guarantee whether import duties are required. We will not be held responsible for any additional charges on your order, nor do we accept a return of the order in this case. Customs policies vary widely from country to country, you may contact the local customs for details.

We will keep you notified if there are circumstances that cause a delay in delivery.


Payment Method

You can pay online with your Octopus, FPS, or credit card (Visa, MasterCard, UnionPay,  American Express) via PayPal account, AliPay, WeChatPay via YedPay, or via bank transfer, no extra charges are required for the above payment methods.

Use bank counters, ATM, or online banking payment

  HSBC and Hang Seng Bank Account Other Bank Account
Bank Name: Hang Seng Bank
Account Number: 773-330139-001 024-773-330139-001
Account Name: eShop Mobi Limited

Remarks: For remittance, please provide the order number on the "Purpose of remittance" on the remittance form.
After payment is completed, please send us the payment slip with the subject “Mobi Cares payment’’ via email (enquiry@mobicares.com), and we will verify the payment ASAP. 

If full payment with bank-in slip is not received in 3 days, we reserve the right to cancel the order; if partial payment was made, a handling fee may be charged in the refund amount.

Returns and Exchange Policy

Please note that before offering a refund for any returned product, we will first verify its condition. All Non-returnable items will neither be refunded nor returned to you.

The refund would not include original shipping and handling fees. We can only refund the total value of the products. And if your order was placed with a special offer or free gift, you must return the whole package order for a full refund. Otherwise, the original value of the unreturned product will be deducted from the refund.

Non-refundable items

We regret that we do not accept returns of products in certain circumstances, including:

  • Any products that are returned more than 7 days upon receipt
  • Failure to provide an original copy of bank deposit proof or related information
  • Failure to provide the transaction code or related transaction details
  • Any product that has been opened or consumed (e.g. Taken out of its plastic wrap or box)
  • Any product that is not in its original condition, damaged, or with missing parts
  • Books and Jewellery
  • Foods
  • Any discounted, clearance, or sales products that have already been stated non-returnable
  • Any free gifts or samples

If there are any disputes, Mobi Cares has the final decision, no appeal will be allowed.