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Home Support Shipping

Shipping Information

We realize that your order is important, so we make every effort to ship your merchandise in a timely and efficient manner. You can assist us by making sure that your order is complete and that all information is accurate. However, delivery time may be affected if some unexpected situations occurred, such as remote area, traffic jam, bad weather, public activities, systems or operation breakdown. If you have questions about your order which deliver in Hong Kong or Macau, please feel free to send an email to [email protected] or call us at (852) 3482 3968. The pricing currency in this website mentioned is Hong Kong Dollar.

 

Door-to-Door Delivery schedule

 

 

Delivery schedule in

Hong Kong/ Order Time

(Except Macau**)

Confirm the order on Monday to Thursday

before 4:00pm *

(Except Public Holidays)

Confirm the order on Friday

before 4:00pm *

(Except Public Holidays)

Confirm the order on Friday

after 4:00pm *

(Except Public Holidays)

Confirm the order in anytime on Saturday, Sunday and

Public Holiday

 

Soonest delivery date#:

Next working day^ or

Saturday

Next working day^ or

Saturday

Second working day^

Second working day^

 

^Working days refer to Monday to Friday, except Public Holidays.

*Order confirmation time depends on our server system time.

#Limited delivery service for some districts.

^^Delivery may vary due to the logstics schedule on the delivery date, the delivery days will be subject to the choice provided by the system.

**Additional delivery times are required for Macau.

 

Restrictions for Door-to-Door Delivery

Door-to-Door Delivery covers urban area of Hong Kong SAR and Macau SAR, for the remote areas or anywhere not directly accessible by delivery vehicles in Hong Kong, we may not able to deliver the goods or offer limited delivery service only. Please check here for the covered Delivery Area in Hong Kong and there is no delivery services for Coloane, Macau. If you do not receive any email or phone call from Brother HK informing you about the delivery address issue within 2 working days after you placed the order, your order is deemed to be accepted by Brother.

 

Remarks for Door-to-Door Delivery

  1. Items will be delivered after order confirmation. Delivery time will be within office hours, the exact delivery time will be according to logistics schedule.
  2. If customer is not available for the scheduled time arranged by logistics, the delivery date may be delayed for re-arrangement.
  3. If customer would like to change the delivery information, customer should notify Brother eShop by email to [email protected] or call Brother Service Hotline at (852) 3187 0500 ONE business day (before 3pm) before.
  4. We reserve the right to charge an additional $250 delivery fee if customers are not available to accept delivery at the nominated delivery time, customer need to pay that cost in Brother eShop first for the re-delivery arrangement.
  5. In case where an item to be delivered cannot fit in a lift or be transported by the lift, or no lift is available for goods delivery, customers have to come down to ground floor for collection. If our delivery staff is requested to walk up the stairs, an extra delivery fee HK$100 per floor is charged per item and floor. Customers must pay upon the delivery.
  6. In the event the lift is out of order, customers will be contacted to re-schedule the delivery.
  7. Due to the spread of coronavirus, Door-to-Door delivery service will not include the list of buildings with Confirmed / Probable Cases which pubished by HKSAR goverment. To further enhance social distancing for the safety of customers and employees, Brother suspends the delivery services in seven (7) designated districts, namely Choi Hung, Choi Wan, Diamond Hill, Wong Tai Sin, Lok Fu, San Po Kong and Tsz Wan Shan, until further notice. For non-residential areas in above designated districts will maintain a limited delivery service.
  8. Please take note that our delivery team will not wait longer than 10 minutes for each shipment to avoid delay of further delivery
  9. We will not be responsible for any damage or loss caused when products are left at the door or at the security office upon customer's request.
  10. Delivery service will be suspended when typhoon signal No.8 or above is raised or a black rainstorm warning is hoisted. In this case, customers will be contacted to re-schedule the delivery or come down to ground floor for collection.
  11. We reserve the right to reject the delivery of goods to any customer at our sole discretion absolutely.

 

Delivery Charge for Hong Kong

We offer FREE Door-to-Door /  EF Locker Delivery on orders amount over HK$450 (Shipping Items) within Hong Kong.$40 or $80 Administration Charge will be applied for the order amount lower than HK$450 (Exclude Downloadable Content/Service pack), depends on the delivery method. If choosing Door-to-Door service for the order amount below $450, $80 administration fee will be applicable. If choosing EF locker pick up service for the order amount below $450 (For consumable and labeller only), $40 administration fee will be applicable, the collection date and time will be notified by SF via SMS. Please ensure customer mobile number, EF Locker code and address are provided, please click here for the locker address.

 

 

Order amount/

Delivery cost

Below HK$450

HK$450 or more

 

EF locker pick up service

HK$40* (Order consumables, accessories and labellers only)

Free (Order consumables, accessories and labellers only)

Door-to-door delivery

HK$80*

Free

*Count Per order
 

Delivery Charge for Macau

Free delivery is not available for Macau. Brother HK eShop will determine the administrative charge according to the Macau Area, product category and the purchase quantity. Please click here for the details.

Disclaimer: Our policy is subject to change without notification.

 

Payment Options

For better shopping experience, we accept major credit card issued in Hong Kong or Macau - Visa Card, MasterCard, Amercian Express, PayPal and Brother eShop coupon.

 

20th July 2020 Revised Version

* In case of discrepancies between the English and Chinese versions, the English version shall prevail.