PRIME mart Guide · FAQ
Quick answers
to common questions.
PRIME mart is an online-only store with delivery. Find answers about delivery, products and payment.
Delivery
When will my order arrive?
Orders paid before 8:00 a.m. HKT on a business day are packed that day. Orders paid after 8:00 a.m., or received on weekends or Hong Kong public holidays, are packed on the next business day.
Delivery dates depend on order and payment confirmation, public holidays, traffic and delivery conditions. Arrival times follow the delivery route for the day.
How much is the delivery fee?
The minimum purchase is HK$150 in merchandise before discounts.
Delivery is free when the merchandise subtotal after discounts is HK$399 or more. Below HK$399, the delivery fee is HK$55.
Delivery weight includes insulated packaging and box weight. The maximum delivery weight is 20kg per order.
Chilled and frozen products are prepared in insulated packaging, with no separate cold-packaging fee.
Please check the delivery fee and final order total at checkout.
What if frozen food arrives thawed?
Frozen products are packed separately with insulated boxes and insulated bags. If the condition is abnormal, photograph the products and packaging and contact us on WhatsApp with your order number within 24 hours of receipt.
Can I order frozen and ambient products together?
Yes. Chilled and frozen products are packed separately from ambient products to maintain their temperature.
What happens during a typhoon or rainstorm?
Delivery is suspended while Typhoon Signal No. 8 or above, or a Black Rainstorm Warning, is in force. Affected orders are moved to the next available delivery day.
Can I change my address after ordering?
Most changes can be made before dispatch. Contact us as soon as possible on WhatsApp at +852 5269 5682. Changes may not be possible after dispatch or may incur an additional charge.
What if there is no lift or delivery is only possible by stairs?
The order may be cancelled or delivery to your door may not be possible. In this case, the driver will leave the goods on the ground floor or in the lobby of the address.
Products & orders
How much shelf life will products have?
We only dispatch products with sufficient remaining shelf life. Contact PRIME mart if a product is expired or close to expiry when it arrives.
What payment methods are available?
You can pay with Visa, Mastercard, American Express or UnionPay credit and debit cards, Shop Pay, Apple Pay or Google Pay when shown at checkout, or FPS bank transfer. Express checkout availability depends on your device, browser and account. All prices are in Hong Kong dollars (HKD).
Do I need ID when ordering alcohol?
Yes. A person aged 18 or over must receive the order in person, and the driver may ask for identification. Unattended delivery is not available.
Returns & refunds
Can I return an item or get a refund?
For food-safety reasons, chilled, frozen and fresh products, opened products and alcoholic drinks cannot be returned. Unopened ambient products may be returned within seven days of receipt. If there is a problem with a product, contact us with photos and your order number.