Shipping policy

At Dr. Fresh Official, we are excited to offer fast and reliable shipping to select regions in Asia. This Shipping Policy details our international shipping practices, including processing times, rates, delivery methods, and customer responsibilities. By placing an order, you agree to these terms. For questions, contact us at support@drfreshofficial.com.

  1. Shipping Locations

We currently ship exclusively to the following countries/regions:

 

We do not ship to any other countries or territories. Orders placed with addresses outside these regions will be automatically cancelled and refunded.

  2. Order Processing Time

Orders are processed within 1-2 business day (Monday-Friday, excluding Hong Kong public holidays). During peak seasons (e.g., sales, holidays), processing may take up to 2-3 business days. You will receive a shipping confirmation email with tracking details once your order leaves our warehouse.

  3. Shipping Rates

We offer simple, transparent delivery options within Hong Kong:

• HK$30: SF Express Locker or SF Retail Store Pickup

• HK$30: SF Express Doorstep Delivery

Conditions and exclusions may apply depending on ongoing promotions and our free shipping policy. Oversized, overweight, or remote-area deliveries may incur additional fees, which will be clearly shown at checkout.

  4. Shipping Method & Carrier

All shipments are handled by SF Express within 1-2 business-day transit time after dispatch. Delivery windows are estimates and exclude customs clearance delays.

  5. Free Shipping

(Details vary based on ongoing promotions and eligibility. See checkout for final confirmation.)

  6. Customs, Duties & Taxes

You are responsible for all import duties, customs fees, VAT, GST, or any other taxes imposed by your destination country.

Dr. Fresh ships on a DDU (Delivered Duties Unpaid) basis. Any charges assessed upon arrival must be settled by the recipient before the package can be released.

Failure to pay customs or import fees may result in the package being returned or abandoned. No refunds will be issued in these cases.

  7. Tracking Your Order

A tracking number from SF Express will be emailed to you within 24 hours of shipment.
You can track your order through the SF Express website or mobile app.

If tracking does not update within 3 business days, please contact us at support@drfreshofficial.com.

  8. Lost, Damaged, or Delayed Shipments

Lost Packages:
If SF Express confirms the package as lost (typically after 10 business days), we will offer a reshipment or refund at our discretion.

Damaged Items:
If your item arrives damaged, please photograph the damage and notify us within 48 hours of delivery. We will arrange a replacement or refund.

Delays:
Customs inspections or operational issues may add 1–5 additional days. While we are not liable for delays outside our control, we will assist you in following up with the courier when needed.

  9. Shipping Restrictions

P.O. Boxes:
We do not ship to P.O. Boxes. A valid physical address is required.

Prohibited Items:
We do not ship hazardous materials, liquids over 100 ml, or any items restricted by SF Express or local import regulations.

We reserve the right to cancel orders that violate these restrictions.

  10. Order Cancellations & Changes

You may cancel or modify your order before it is processed (within 1 business day).

Once an order has been shipped, no changes or cancellations can be made.

  11. Changes to This Policy

We may update this Shipping Policy at any time without prior notice.
The latest version will always be available on our website, marked with a “Last updated” date. Continued use of the site indicates acceptance of any changes.

Thank you for shopping with Dr. Fresh!  

For support, contact us via email at support@drfreshofficial.com.