Delivery will be made on Monday to Saturday (9:00am to 6:00pm), except public holidays.

You may enjoy free standard delivery service for each purchase of HK$500 (HK$350 for VIP members) or above (as specified under your invoice). Extra charge may apply if you select delivery at certain specified time slots.

When you purchase for an amount of less than the specified amount, you may enjoy delivery service at additional charge specified by us.

Delivery service is only available at addresses located in (i) Hong Kong Island, Kowloon, New Territories, Tung Chung, Discovery Bay and Ma Wan of Hong Kong Special Administrative Region, or (ii) Macau. Delivery may be delayed if an incomplete or unserviceable address is provided. Should you have any inquiry about delivery, please contact our Customer Service Department.

Delivery service is not available at non-permanent / non-residential addresses, offices, lobby areas, frontier closed areas, outlaying islands, warehouses, other public areas and premises which are not accessible by elevator or staircase or require delivery to be made through balcony. If delivery cannot be completed pursuant to these delivery service terms, we will contact you again to attempt and arrange delivery at another time. Your order may be returned to our warehouse or we may arrange for your order to be collected at our stores. If special or separate arrangements are made with you on the delivery, we will keep our communication records but such records will not be kept longer than necessary. You may be requested to show our delivery team information regarding your order. You acknowledge that this is necessary for our delivery team to confirm the order is made to you or your authorised individual in accordance with your instructions, as the case may be.

If no elevator service is available at your designated address, we will additionally charge you a delivery fee for each floor from the ground floor. Regarding the charges of large products delivery and other additional charges, these shall be paid to our delivery team directly. If delivery is made directly by our suppliers, a delivery fee may be charged by them directly. For details of the additional charges, please contact our Customer Service Department.

After your order has been accepted, we will confirm with you on the delivery time and date for delivery of the product(s). If payment is delayed due to bank approval process, delivery date will be adjusted accordingly. You will receive a call notification from our delivery team before delivery. Please check whether all your ordered items are fully delivered against the invoice/delivery note (as the case may be), then sign and return the delivery note to our delivery team to confirm your acceptance of goods.

All delivery dates and time are estimates only. We shall not be liable for any loss or damage incurred or suffered by the customer as a result of any late delivery.

You shall give no less than 24 hours' notice (in any case, notice should be made between the hours of 9:00am to 6:00pm, Sunday and public holiday excluded) to our Customer Service Department or other specified means in respect of any request for change in delivery time, date and/or place, delivery of additional purchase, or change of the ordered item.

Please note that in the event that installation is required for any item, such installation fee is not included in the delivery fee and will be charged separately.

If for security reason or any other reasons, our delivery team is not able to deliver the goods to the designated address as specified in your order and get your receipt confirmation, we may ask you to collect the goods from one of our stores and will not arrange any delivery.

In case of any dispute with regards delivery, our determination shall be final.

For order with a total purchase of HK$500 (HK$350 for VIP members) or more, you can add HK$30 to enjoy express delivery service. For orders below the specified amount, an additional fee of HK$60 will apply for express delivery service.

The availability of express delivery service is subject to product categories, sizes, delivery addresses, and delivery quotas. You will be able to select express delivery service as a delivery option if express delivery is available for your order when you checkout.

Express delivery services are limited currently to specified areas including Hong Kong Island, Kowloon, New Territories, and Tung Chung. Areas not currently covered include Chung Hom Kok, Kwun Tung, Chek Lap Kok, Discovery Bay, Shek O, Tai Po - Ting Kok, Tai Tam, Shek Kong, Kam Tin, Tung Chung, So Kwun Wat, Deep Water Bay, Fanling Kwan Tei, Stanley, Lau Fau Shan, Sha Tau Kok, Yuen Long Tam Mei, Repulse Bay, lobby areas, frontier closed areas, warehouses, other public areas as well as all vehicle-prohibited areas and premises which are not accessible by elevator or staircase or require delivery to be made through balcony. For details on express delivery service arrangements, please contact our Customer Service Department.

If no elevator service is available at the delivery address, we will still be charging you a delivery fee for each floor from the ground floor. Regarding the charges of delivering large products and other additional charges that apply for express delivery service, these shall be paid to our delivery team directly. For details of the additional charges that may apply, please contact our Customer Service Department.

Express delivery is available from Monday to Saturday, between the hours of 2 PM to 8 PM (except Sunday and public holiday).

For orders using the express delivery service, no changes to delivery addresses, delivery dates or times, recipient names, or recipient phone numbers would be entertained. You will be responsible for any delay, loss or damage resulting from the supply of incorrect or incomplete delivery information to Fortress and Fortress will not be held liable.

All delivery dates and time for express delivery service are our best estimates only. Actual delivery times will be arranged based on our delivery team's schedule. If delivery cannot be made within the specified time, our Customer Service Department or our delivery team will contact you for further arrangements.

Other delivery service terms for standard delivery shall apply, where applicable.

Please collect your purchased item(s) at your selected store within 7 days from the designated date of collection.

Once the order is confirmed, you are not allowed to change the selected store for collection.

Once the order is confirmed, you are not allowed to change the color or model of the selected product or to change to any other product except as agreed by us.

If your selected store is closed due to weather or for any other reasons, you may pick up the product in the same store on the next business day when the store opens for business.

You can pick up your order in person, or authorise a representative to pick up for you. When picking up your order, please present the unique QR Code provided in your email order confirmation to our store staff and provide your original identity proof and account login name for us to verify your identity. If we are not satisfied that the person requesting to collect your order(s) is yourself or your authorised representative, you acknowledge and agree that we may refuse the collection of the order(s) in order to safeguard your interest.

After you pick up the item(s) purchased, you should check that the correct item(s) is passed to you, along with any gift(s) (if applicable) and the quantity of the item(s) correspond with what you have ordered. You must then show the pick-up QR code to store staff again, which will constitute your agreement that Fortress has satisfactorily completed delivery of the item(s) in accordance with the order placed.

Please be careful in storing the pick-up QR code prior to picking up the item(s) purchased. Fortress shall not be liable for any loss, damage or expense caused by or incidental to the loss or disclosure of the pick-up QR code by customers to any third party.

The pick-up records of Fortress shall prevail.

You may enjoy free partner pickup point service for each purchase meeting or exceeding HK$500 (VIP member HK$350).

If your total purchase is less than HK$500 (VIP member HK$350), you may enjoy partner pickup point service by paying a fee specified by us.

Partner Pickup Point Service is only available for selected products, please refer to the specific product page on our e-store for details.

Partner Pickup Point Service is only available at designated locations , please refer to the checkout page for details.

After your order has been accepted by us, our partner will notify you when your order is ready for collection by sending the pickup code via a SMS notification to the phone number provided by you during order confirmation. We will not be responsible for any problem resulting from an input error from you.

Please pick up your order in the selected pickup point and date before the deadline provided by our partner as set out in the SMS notification.

Each order can be delivered to one single pickup point only. Order merging is not available for Partner Pickup Point Service.

You can pick up your order in person, or authorise a representative to pick up your order. When collecting your order, please show the unique pickup code provided in the SMS notification to our partner or input the pickup code to the locker to collect your products.

Once your order is confirmed, you are not allowed to change the selected pickup point for collection.

If you do not pick up your order from the pickup point on the selected date or within the time limit specified by our partner, our partner will return the products from the pickup point and arrange another delivery. In such instance, our partner shall be entitled to charge you an additional charge. If your order is not picked up within 5 days upon its arrival at the pickup point, we will cancel the order and a handling fee of 30% the purchase price of your order will be charged.

Under normal circumstances, we would not accept any request for exchange of products or cancellation of orders. Product ordering, exchange, delivery or installation are only applicable to specific products, subject to Fortress’s absolute discretion and may be subject to a handling fee.

You are requested to examine your purchased items immediately for any deficiencies and/or observable damages in their appearance and whether all accessories are included upon delivery or collection (as the case may be) BEFORE signing off and confirming your acceptance. If it is the case, please contact our Customer Service Department or our store staff.

For Customers who purchase TV sets, air conditioning units or products that require installation, Fortress strongly advises customers do subscribe to installation services offered by the authorized dealers, for installation works to be carried out by their technicians, who will open the package box during their on-site visit and will inspect the product condition. If the package box is opened other than by the technicians, customer will be responsible for any subsequent liabilities, including but not limited to physical damage to the product or improper installation such that the product cannot function as it should in the ordinary course. It may also affect the warranty of the product purchased.

If we have agreed you are entitled to an exchange but the products to be exchanged are sold out, we will refund your payment.

Original sales receipt or the relevant electronic receipt should be produced to us before product exchange is accepted.

We have the right to refuse to exchange a product on the ground of damage to its appearance or missing accessories once the delivery / collection has been signed for. If any applicable gifts with purchase are damaged, we will replace them as soon as possible.

Packing (including the recycling label where applicable), accessories, user guide and blank warranty card should be returned together with the product in good condition for exchange or refund.

The product to be returned should not be damaged, scratched, defaced or contain any trace of water damage.

No exchange would be made for product which has been registered on-line for warranty service or has undergone any repair.

All gift items must be returned together with the returned products. Otherwise the retail value of the gift item would be deducted from the refund.

In exceptional case where agreed with you, we will refund the amount you paid (without interest) for the order to your relevant payment account which you applied to settle the payment or other means as agreed with you. (Note: in case you agree to receive the refund via Octopus App, you will receive a notification via your Octopus App and you are required to collect the refund amount via your Octopus App or Octopus Service Points within the specified period). The refund process takes about 2-4 weeks.

You or your authorised representative are required to examine the goods immediately for any deficiencies and/or damages to their appearance or whether all accessories are included upon delivery or collection (as the case may be).

We guarantee the exchange of product within 15 days from your receipt of the order if the product fails to meet manufacturer's standards (to be confirmed and checked by our authorized dealer). If the product is within the manufacturer's warranty period, you may choose to return the product to the manufacturer or its authorized dealer for repair.

The product to be returned under the Policy may be required to be inspected by authorized dealer to confirm that product has indeed failed to meet the manufacturer’s standards. In such case, Fortress shall have the right to require the product to be inspected at the authorized dealer’s service centre. The authorised dealer’s assessment shall be conclusive as to whether the product fails to meet manufacturer’s standards, and cannot be overturned. You agree not to dispute the authorised dealer’s findings.

In case you are not satisfied with the product after proceeding to exchange as described under Clause 8.2 above, you may return such product to us and apply the amount paid to us for buying alternative product(s).

This Policy is only applicable to selected products, and it is not applicable to Daikin, Xiaomi Mobile Phone & Tablet (including Mi/Redmi/POCO) /Apple/BEATS/HONOR foldable smartphone/SmartGo Pokefi/DJI selected items, CM earphones, gift card products, blind box, 3HK products/services and products under non-refundable category.

If products are under non-refundable category, we will not accept customer’s request for refund.

8.8 For further applicable terms and conditions, please refer to the below link for details: https://www.fortress.com.hk/en/returnandrefund. Please contact our Customer Service Department for enquiries on the specific Policy terms and conditions.