Delivery Information 2

UPDATE: 21 MARCH 2022

 

Normal delivery service has resumed for all addresses without active positive covid-19 cases. In case your building has an active positive covid-19 case, please select SF Locker on checkout, or use our Van Delivery service (higher minimum for free delivery) so that we may still deliver to your building lobby.

UPDATE: 28 FEB 2022

Due to serious covid restrictions, and overwhelming number of cases, Regency Spices is operating at reduced service for the safety of our staff.

We can no longer offer urgent delivery service OR pick up orders of any kind.

Please expect local deliveries take around 3-4 working days to arrive at your home from time of placing order. Our working days are Monday to Friday, excluding weekends.

For international shipments - please expect 1-2 working days for dispatch.

In event of a citywide lockdown, all undelivered orders will have option for full refund, or wait for service to resume.

We thank you for your continued support at understanding.

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UPDATE: 16 DECEMBER 2020

International shipping to select locations has now been resumed. Below International destination orders will be shipped using Fedex International Priority or Fedex Economy service depending on service availability. At our discretion, Regency Spices may opt to ship through DHL or UPS at a similar service level.

Temporary shipping rate is as follows:

Country	Shipping Charge in HKD (first 2kgs)	Shipping Charge in HKD (per kg thereafter)
Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam	120	60
Japan	160	80
Andorra, Anguilla, Antigua & Barbuda, Aruba, Austria, Bahamas, Barbados, Belgium, Bermuda, Cayman Islands, Cook Islands, Curaçao, Denmark, Dominica, Dominican Republic, Faroe Islands, Fiji, Finland, France, French Polynesia, Germany, Greece, Greenland, Grenada, Guadeloupe, Haiti, Ireland, Italy, Jamaica, Liechtenstein, Luxembourg, Malta, Martinique, Monaco, Montserrat, Netherlands, Netherlands Antilles, New Caledonia, Norway, Papua New Guinea, Portugal, St. Kitts & Nevis, St. Lucia, St. Martin, Samoa, Sint Maarten, Spain, St. Vincent & Grenadines, Sweden, Switzerland, Tonga, Trinidad & Tobago, Turks & Caicos Islands, United Kingdom, United States (7 of 62 states), Vanuatu, British Virgin Islands, Wallis & Futuna	200	80
Canada, USA (55 Contiguous States)	160	80

 

A strict reminder again that Regency Spices does NOT hold any responsibility for Customs clearance, import duties, procedures, tax requirements, documentation or other legal requirements at country of destination. It is your responsibility to ensure you are knowledgable about requirements for bringing in dry food products into your country. In event that goods cannot be delivered to you due to circumstances in your country (such as requirement for import licences, tax payments, duties, special documents), Regency Spices will not accept any refunds, returns, replacements or offer any other remedies for any reason.

If you need special documents, you must communicate with us prior to placing an order, and wait for our confirmation. We can usually provide most of these for all our products (e.g. lab tests, phytosanitary certificates, certificates of origin etc...) at an additional cost and it may also delay your delivery while documents are prepared. 

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UPDATE: 13 AUGUST 2020

Due to the very large number of online ordering in Hong Kong, our courier partner  (SF Express) and all logistics partners in HK are facing overwhelming numbers of deliveries. As such we recommend you to please estimate your delivery to arrive in 2-4 working days instead of the usual 1-2 days. Some orders could still arrive very fast, this highly depends on your individual address and delivery volume in your district.

 All couriers now undergo regular stringent hygiene practices multiple times a day, and often upon entry to most residential buildings. Some buildings also have further checking procedures before allowing entry, or forbidden entry due to active COVID-19 cases, and combined this means many more orders to deliver but each order takes longer. 

In case you have not received this within 3 working days from placing your order. Please do reach out to us so we can try our best to locate the cause of delay and speed up the parcel. A kind reminder that our working days are Monday->Friday only, not including public holidays.

Our URGENT delivery service, fulfilled by our own fleet of vans is still operating as usual and can always deliver next working day to all of HK Island and Kowloon.

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Regency packs and ships orders all day Monday - Friday, excluding public holidays. Saturday deliveries can be fulfilled by our third party couriers.

Our delivery estimates are all maximum possible delivery times. Usually orders placed before 1pm Monday - Friday are sent out same day and received in 1-2 days, all over Hong Kong, including Sai Kung, Discovery Bay, The Peak, Northern New Territories, South Bay and many other remote areas.

Urgent deliveries

We can do this too depending on your address! Just give us a call at +852 3525 0060 or email at hello@regencyspices.hk before placing your order to let us know, and we will do everything possible to deliver to your needs. We're used to delivering next day all over the city, and same day delivery is usually possible if we get your order before 9am. If you order after 9am and need a same day delivery, it may still be possible, but will carry additional charges. We regret we cannot provide same day delivery service to outlying islands, including Tung Chung and Tsing Yi.

Cash on delivery

We now offer cash on delivery for all orders in Hong Kong! The option will appear automatically on checkout. Your order will be ready within 1 working day, and normally on the same day once you place the order online. We will send you an email notification when the package goes out for delivery so you have time to prepare the cash for our driver / courier partners.

Standard Delivery in Hong Kong

 

Regency Spices offers standard delivery to nearly all of Hong Kong. This includes Hong Kong, Kowloon, New Territories, Lantau, Discovery Bay, and other Outlying Islands... The only places we cannot deliver are: Country Parks, Prisons, Hospital Wards, and areas unaccessible by road or with restricted access.

All orders are delivered in 2-4 working days from the time the order is placed. Our working days are Monday to Friday, not including public holidays in Hong Kong. This is a maximum estimate, in most cases, delivery is much sooner. Please note that this is the delivery time for 1st delivery attempt. In case recepient is not at home at time of first delivery, the actual time to get the product will be longer.

All orders over HKD100 are eligible for free shipping, and sent through a delivery partner with a tracking number. 

We always ship your order on time, and don't need to collect multiple orders in one region before shipping! This makes our deliveries economical, as well as more efficient than combining all deliveries to a remote delivery zone and only shipping 1 day per week. We will also include tracking number with all orders that are not shipped same day by our drivers to ensure your order is traceable at all times. Your order will arrive at your doorstep anywhere in Hong Kong within 2 working days of us shipping out, and usually much sooner. We've had customers in Lantau, The Peak, Yuen Long and further receive their order the very next day after ordering!

If your order is below HKD 100 - we will ship using the same method, but please do note there is a HKD 20 shipping charge added. If you have not received your delivery within 3 working days of us dispatching, please contact us immediately so we could help you to follow up.

Urgent Service

In case you have an urgent order, or need to have specific time delivery, we suggest to use the URGENT ORDER $50 option and let us know any requirements in the order comments during checkout.

These are much faster than ordinary service and are delivered by our own fleet of vans. We guarantee to deliver in 2 working days, and same day is also possible if we receive your order early morning (usually all our drivers leave around 9-9:30am). This delivery option is available to Hong Kong Island and Kowloon only. 

Please note you will have to be present to receive and sign for the parcel. Our 2 working days guarantee only applied for first delivery attempt. In case nobody is home to receive the parcel, or if you have selected to pay by cash on delivery and no cash ready at time of delivery, the delivery will be delayed.

Bulk orders

We are used to handling orders ranging from 20kg cartons up to multiple pallets per delivery. Subject to stock, we can prepare and ship these orders within 1 working day too. Please call us to place bulk orders at special rates and confirm delivery times. Bulk orders to business can be supplied on credit terms too, subject to approval.

Pickup in store

UPDATE: Due to the ongoing and increased risk of the Covid-19 virus, we are strictly no longer taking any visitors, for browsing, collecting or placing orders, with no exceptions. We deeply regret the inconvenience but it is necessary to maintain the safety and health of our staff as well as your own. In case you wish to order any spices, please do so by placing order online at our website www.regencyspices.hk, we ship out all items within 1 working day and usually delivered in 2 working days from ordering.

We pack and prepare orders Monday to Friday 10am-5pm. If you place an order for pickup in store, feel free to come along anytime in these hours, usually all orders are packed within the hour of receiving them. We could also handle walk-ins but you may have a short wait as we are constantly in production.

Our store address is: 8 Floor Unit A, Ming Wah Industrial Building, 17-33 Wang Lung Street, Tsuen Wan, Hong Kong. Nearest MTR exit is Tsuen Wan West MTR (On West Rail Line), Exit A. Our address is in an industrial zone around 10 minutes walk from MTR. If you are not very familiar with Hong Kong, we recommend to take a taxi.

If your order is over HKD 200 we highly suggest to let us deliver for you instead of the trek to our address, we can deliver to most addresses in Hong Kong on next-day. Just give us a call before placing order or send an email.

Delivery to Macao

Regency Spices now offers speedy and economical delivery service to Taiwan. Select the SF Express option during checkout, your parcel will be dispatched within 1 working day, and arrives in Macao in 3-6 working days from placing your order.

Orders below HKD500 ship at a flat rate of HKD70 per shipment. Orders over HKD500 in value have free shipping.

International Delivery

UPDATE: Due to the ongoing widespread Covid-19 virus, we are no longer able to provide reasonably priced International Shipping. Most aircraft in/out of Hong Kong and to major transport hubs around the world have greatly reduced service by over 90%, making our cargo very low priority and delays of several weeks which will harm the product quality. As such, we have stopped international deliveries until situation improves. In case you urgently wish to order for international delivery, please contact our team and we can provide you with a quote on case by case basis using a premium courier.

UPDATE 2: Macao Shipping has now resumed.

International deliveries are charged on a fixed rate of HKD50 per 500g for delivery around the world up to a maximum of 20kg. We do not recommend purchasing more than 20kg of food products internationally at the same time. We don't believe in making profit off delivery fees, and in most cases the actual delivery charges are much higher than our pricing! Please note that we cannot pay for customs charges / other costs after cost of shipping from Hong Kong, as these costs are unknown to us.

International deliveries are fulfilled by Fedex. We will send your order with tracking to ensure traceability at all times. Orders usually delivery within 1 week to all major cities around the world.

Please note that our products are food items, which are often controlled and more scrutinized when crossing international borders. Customs delays are NOT included in our shipping estimates. In most major countries, customs clearance usually takes 1 day and may require a response from the final recipient.

Regency aims to dispatch all items in 1 working day of receiving the order.

If you have missing items or are not happy with your delivery in any way, please contact our customer service team as soon as possible and we will strive to provide our best immediate assistance to you.

Pre-orders

Certain Regency products are available from time to time as pre-oder only, as signalled by "Pre-Order" text on product page, and shopping cart.

In case one of the products you have ordered is a pre-order product, Regency will first ship out all in-stock products, and then make a second shipment for Pre-ordered products once they are in stock.

Please be aware that your Credit Card will be charged on the date of the order, not the date of the shipment.

In case you wish to cancel your pre-order, you may do this at any time from Your order history page before your order is dispatched, and Regency will refund you 100% of the pre-order product value.

Regency aims to dispatch all pre-ordered products as soon as the fresh ingredients are in stock. The dispatch time is a maximum of 30 days, but may be in stock as early tomorrow!

Undeliverable Orders

Occasionally orders are returned to us due to: incorrect address; a PO Box and hotel address; failed delivery attempts; refusal to pay tax; refusal to provide ID copy; inability to make import declarations or parcel refused by recipient.

When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping and handling fees. We can re-ship orders that are returned to us as undeliverable or unclaimed. However, customers will be charged a re-shipping fee based on the original shipping method used for your purchase.

Please note different delivery terms and pricing may apply to Wholesale orders

Returns Policy

Regency offers returns on all products within 30 days of receipt of delivery, provided that they are in the best possible condition and have not been opened, removed or otherwise unavailable for returning in its original condition.

If any goods supplied by us or part thereof are processed, altered or tampered with in any way by the buyer or receiver of the goods or any other person, the quality of the goods shall be deemed to be acceptable to the buyer.

Regency will also accept refunds on all items that are damaged or defective, whether or not they have been opened, provided items are returned back to us promptly after discovering the damage or defect, or within 30 days of receipt of delivery, whichever happens first.

We're sorry but we do not accept returns of items that do not meet the above criteria and reserve the right to refuse returns or to charge you fees and expenses if the product isn't received in the specified condition.

Regency will refund your return costs on an item sold by Regency, including our standard delivery cost, if you received an incorrect item, or if you received a damaged item, or if you received a defective item. Please note that you are responsible for the cost of RETURN shipping, and to ensure the product is received by us safely. We suggest to use a registered tracking method to send your item back to us.

In the event of a dispute, Regency's decision shall be final and conclusive.

Last updated on 21 March 2022.