Fortress Product Expert
Answered by product specialists with product information and store enquires.
Delivery & Pickup
Delivery
Store Pickup
Partner Pickup
Same-Day Delivery (Provided by SF Express)
Order by 12pm (noon) ｜ Receive by 10pm same day
- Applicable to selected small- and medium-sized product categories only.
- Service available Monday to Saturday (excluding Sundays and public holidays).
- Delivery coverage applies to Hong Kong only, excluding certain areas. Please refer to the "Delivery Coverage" section below.
- Actual available delivery dates are subject to the checkout page.
- Incomplete delivery addresses may result in delivery delays.
Standard Delivery
Order by 12am (midnight) ｜ Receive by 6pm next day
- Applicable to all products (excluding store-pickup-only items and merchant direct delivery products).
- Service available Monday to Saturday (excluding Sundays and public holidays).
- Delivery coverage includes Hong Kong and Macau, excluding certain areas. Please refer to the "Delivery Coverage" section.
- Actual available delivery dates and timeslots are subject to the checkout page.
- Incomplete delivery addresses may result in delivery delays.
🇬🇧 ShipEazy is now offering Fortress customers a UK forwarding discount, from as low as $78/kg (original price $116/kg). Click here for the UK forwarding guide!
Merchant Delivery
Order by 12am (midnight) ｜ Delivery time as provided by merchant
Hong Kong Region
- Applicable to merchant direct delivery products only.
- For estimated delivery time, coverage area, free shipping threshold and charges, please refer to each merchant's page terms and conditions.
- Actual delivery date and timeslot are subject to the merchant's arrangement.
- Incomplete delivery addresses may result in delivery delays.
Delivery Coverage
| Same-Day Delivery Order by 12pm (noon) ｜ Receive by 10pm same day | Standard Delivery Order by 12am (midnight) ｜ Receive by 6pm next day | |
|---|---|---|
| Eligible Products | Selected product categories (small- and medium-sized products) | All products (excluding store-pickup-only items and merchant direct delivery products) |
| Coverage | Service coverage includes:
| Service coverage is limited to fixed residential addresses, including:
|
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🚛 Truck Notice (Standard Delivery): Our delivery vehicles are 5.5 tonnes or above. Please ensure the delivery location permits access and parking for such vehicles. If the delivery address is on a road with relevant restrictions, a road manoeuvring surcharge may apply. We recommend checking with our Customer Service team before purchase.
Delivery Additional Charges Table
| Additional Delivery Service | Charge |
|---|---|
| 🪜 Stair carry (up or down) | From HK$50 |
| 🚧 Lifting Goods Over Obstacles "Over obstacle" refers to situations where items cannot be pushed directly from ground level to the designated placement, or where items must be lifted over an obstacle 30cm (1 foot) or more above ground, such as toilet bowls, cabinets, etc. | From HK$150 |
| 🚗 Vehicle unable to reach — manual carry to delivery location e.g. village houses. | From HK$100 |
- If the customer arranges their own handling, the customer must inspect the goods and sign the delivery note to confirm receipt in good condition.
- If the vehicle is unable to reach the delivery location, delivery staff will contact the customer in advance. If you have a suggested unloading point, please notify delivery staff beforehand; however, the final unloading location will be determined by delivery staff based on actual traffic conditions.
- In case of any dispute, Fortress's decision shall be final.
FAQs
After your order is accepted in our online store, we will confirm the delivery date and time with you. However, if there is a delay in credit card authorisation from your bank, the delivery date may be adjusted accordingly.
Before delivery, delivery staff will call to notify you. Please check and confirm all ordered items upon receipt. The recipient must sign the delivery note with their name and signature to confirm delivery.
All delivery dates and times are estimated. Fortress shall not be held liable for any loss or damage caused by delivery delays.
Standard Delivery:
Please call our Customer Service hotline at 2555-5788 (9am–6pm, Monday to Saturday, excluding Sundays and public holidays) at least 24 hours before the scheduled delivery. Please note that installation fees are not included in the delivery charge and will be billed separately.
Same-Day Delivery:
Orders placed under same-day delivery cannot be modified in any way, including delivery address, date, time, and items. For enquiries, please call our Customer Service hotline at 2555-5788.
Standard Delivery:
Delivery staff will notify you on the day of delivery via WhatsApp, SMS, or phone call.
Same-Day Delivery:
You can use the tracking code on your order page to track the latest status of your parcel via the SF Express mobile app. The recipient must sign the delivery note to confirm receipt. All delivery dates and times are estimated. Fortress shall not be liable for any loss caused by delivery delays.
Delivery staff will assess the situation and determine whether additional delivery or handling fees apply. If the delivery address is not directly accessible by lift, additional charges per floor will apply (ground floor excluded). For oversized items and other surcharges, payment will be collected in cash by the delivery staff. Click here for surcharge details.
We strongly recommend performing the following checks upon receipt of your goods:
- Inspect the product for any obvious defects or damage, and ensure all accessories are included.
- Verify on the spot that you have received the correct quantity of items and any accompanying gifts (if applicable).
Under normal circumstances, we do not accept exchange requests. Our 30-day refund guarantee applies only to products that do not meet manufacturing standards, subject to inspection and verification by an authorised service centre.
Standard Delivery:
Delivery staff will not unpack items on behalf of customers, unless the customer is willing to accept responsibility for any damage after unpacking and signs the delivery note to consent to unpacking.
Same-Day Delivery:
Under no circumstances will delivery staff unpack items on behalf of customers.
Standard Delivery:
Yes, merchants may charge a delivery fee for direct delivery items. Please contact Fortress Customer Service for details.
If your order cannot be delivered due to a stock issue, we will cancel the order and process a refund for you.
If delivery fails due to an incorrect address or inability to contact the recipient, we will reach out to arrange a follow-up delivery.
If delivery staff are unable to complete delivery due to security restrictions or other reasons at the registered address, we reserve the right to require you to collect the order from one of our stores directly, with no further delivery arrangement. In any dispute, Fortress's decision shall be final.
For extreme weather delivery arrangements, click here to learn more.
Store Pickup
Order by 6pm ｜ Pick up as early as same day
- Applicable to selected small- and medium-sized product categories only.
- Store pickup is available at Hong Kong and Macau stores.
- Pickup is available on public holidays; subject to store opening hours.
- Actual available pickup dates are subject to the checkout page.
FAQs
Once an order is confirmed, the selected pickup method and designated pickup store cannot be changed.
In general, the pickup email or QR code will be sent by 3pm on the pickup date (not applicable to same-day in-store pickup orders).
Yes, you may authorise a representative to collect your order. An authorisation letter is required for authorised collection.
If we are unable to verify that the person collecting the order is you or your authorised representative, we will refuse to release the order to protect your interests.
Please bring the following documents when collecting your order:
1. Pickup email, QR code from your Fortress order history, or pickup SMS
2. Account login name
3. Original ID document (for Apple products only)
4. Authorisation letter (if applicable)
1. Pickup email, QR code from your Fortress order history, or pickup SMS
2. Account login name
3. Original ID document (for Apple products only)
4. Authorisation letter (if applicable)
Please keep your pickup QR code and pickup email safe before collection. Fortress shall not be liable for any loss resulting from the loss or disclosure of the pickup QR code to any third party. All pickup records are subject to Fortress's system records. We strongly recommend performing the following checks when collecting your purchase:
- Inspect the product for any obvious defects or damage, and ensure all accessories are included.
- Verify on the spot that you have received the correct quantity of items and any accompanying gifts (if applicable).
Under normal circumstances, we do not accept exchange requests. Our 30-day refund guarantee applies only to products that do not meet manufacturing standards, subject to inspection and verification by an authorised service centre.
You may collect your purchase within 7 days of the originally selected pickup date.
If your chosen store is closed due to extreme weather or other factors, you may visit the same store on the following day to collect your order.
After collection, you can obtain your electronic sales receipt via email or by logging into your Fortress account and selecting your order. If you require a printed receipt, please speak to a store associate.
Partner Pickup (Provided by SF Express)
Order by midnight ｜ Pick up as early as next day after order confirmation
- Applicable to selected small- and medium-sized product categories only.
- Service hours are subject to each partner pickup point's opening hours.
- Actual pickup date is subject to availability at the selected partner pickup point.
FAQs
Once an order is confirmed, the selected pickup method and designated SF Express partner pickup point cannot be changed.
You can collect your order using the pickup code in the SF Express mobile app at any SF Express partner pickup point. Opening hours vary by location and can be checked during checkout. You must collect your parcel within 24 hours of receiving the SF Express app notification. Failure to collect within the deadline may result in a late pickup fee.
In general, you will receive a notification via the SF Express mobile app once Fortress has confirmed your order and the parcel has arrived at the selected pickup point (subject to availability at the partner pickup point).
Please keep your pickup QR code and pickup email safe before collection. Fortress shall not be liable for any loss resulting from the loss or disclosure of the pickup QR code to any third party. All pickup records are subject to Fortress's system records. We strongly recommend performing the following checks when collecting your purchase:
- Inspect the product for any obvious defects or damage, and ensure all accessories are included.
- Verify on the spot that you have received the correct quantity of items and any accompanying gifts (if applicable).
Under normal circumstances, we do not accept exchange requests. Our 15-day refund guarantee applies only to products that do not meet manufacturing standards, subject to inspection and verification by an authorised service centre.
You may contact SF Express directly to rearrange the pickup. Fortress reserves the right to amend any delivery service terms and conditions.
After collection, you can obtain your electronic sales receipt via email or by logging into your Fortress account and selecting your order. If you require a printed receipt, please visit any Fortress store and speak to a store associate.
In case of any dispute, Fortress's decision shall be final. Please refer to our Terms and Conditions for details.