Shipping policy

PRIME mart · Delivery guide

Delivery fees
at a glance.

We are an online-only store with delivery. Store visits, pickup and on-site purchases are not available.
Delivery is free when the merchandise subtotal after discounts is HK$399 or more. Below HK$399, the delivery fee is HK$55.
Please check the delivery fee and final order total at checkout.

View fees and weight guide ↓
Delivery feesFees & weightDispatchDelivery areasChilled & frozenFAQs

Delivery fees

Please check before ordering.

Minimum purchase

The minimum purchase is HK$150 in merchandise before discounts. Delivery fees do not count towards the minimum purchase.

Delivery fee

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 & limit

Delivery weight includes insulated packaging and box weight. The maximum delivery weight is 20kg per order.

The final order total is the merchandise subtotal after discounts plus the delivery fee. Chilled and frozen products use insulated packaging with no separate cold-packaging fee.

Delivery fees & weight

Delivery fees depend on merchandise after discounts. The weight limit includes the applicable packaging weight.

Delivery guide: minimum HK$150 in merchandise before discounts. HK$399 or more after discounts: free delivery; below HK$399: HK$55. Includes insulated packaging and box weight, maximum20kg per order. No separate cold-packaging fee.

The minimum purchase is HK$150 in merchandise before discounts. Delivery fees do not count towards the minimum purchase.

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.

The final order total is the merchandise subtotal after discounts plus the delivery fee. Chilled and frozen products use insulated packaging with no separate cold-packaging fee.

Dispatch

Packing and dispatch begin after payment is confirmed.

Order processing

  • Same-day delivery is unavailable on Saturdays, Sundays and Hong Kong public holidays.
  • Orders paid by 8:00 a.m. HKT on a business day are packed that day and delivered between approximately 2:00 p.m. and 9:00 p.m. the same day.
  • Orders paid after 8:00 a.m., or received on weekends or Hong Kong public holidays, are packed on the next business day.
  • The exact delivery time may vary according to the delivery provider’s work schedule. On rare occasions, unavoidable circumstances may delay delivery until the following day.

Delivery during severe weather

When Tropical Cyclone Warning Signal No. 8 or above, or the Black Rainstorm Warning Signal is in force, deliveries may be suspended or delayed for safety. Delivery resumption and schedules depend on weather conditions and the delivery provider’s operations.

To the extent permitted by applicable law, we are not liable for product deterioration or damage caused by these severe weather conditions or the resulting delivery delays.

Delivery areas

Hong Kong Island · Kowloon · New Territories

Check your address before ordering

PRIME mart’s delivery areas follow the local Hong Kong service coverage of SF Temperature Controlled Delivery.

  • We do not deliver to Macau, Mainland China or overseas addresses.
  • We do not deliver to remote areas excluded from SF Temperature Controlled Delivery, including Lamma Island, Cheung Chau and Peng Chau, or restricted areas.
  • Delivery availability for each address is subject to SF’s service coverage and shipment acceptance criteria. If you are unsure whether we deliver to your address, or access is restricted, please contact us before ordering.

Elevators and stair-only access

If there is no working elevator or access is only by stairs, your order may be cancelled or doorstep delivery may be unavailable. In these cases, the driver will leave the order on the ground floor or in the lobby.

Chilled & frozen

Store your products as soon as they arrive.

Insulated boxes and insulated bags

Chilled and frozen products are packed with insulated boxes and insulated bags, sealed in a separate box from ambient products. There is no separate cold-packaging fee.

Receive and store promptly

Please arrange for someone to receive your order. If no one is available, it will be left safely at your door, with building security or in the lobby. We will send you a photo. This also applies to chilled and frozen products, so check your order on the delivery day.

Refrigerate or freeze products immediately, following the storage instructions on their labels.

Damage or a problem with your products

Take photos of the products and packaging, then contact us with your order number. Deterioration caused by a failed or refused delivery is not eligible for compensation.

Common questions

Help before and after delivery.

How is the delivery fee calculated?

The minimum purchase is HK$150 in merchandise before discounts. Delivery fees do not count towards the minimum purchase. 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. Please check the delivery fee and final order total at checkout.

Where can I find the rate chart?

See the delivery fees and weight guide above, available as an image and text. Check the delivery fee and final order total at checkout.

How can I track my delivery?

We email your tracking number when your order is dispatched. You can also check Account → Order history. If you need help, contact us with your order number.

How can I update my delivery address?

Send your order number and updated address to WhatsApp +852 5269 5682. We can usually make changes before dispatch. After dispatch, we will advise based on delivery progress; a route-change fee may apply.

How is the delivery schedule arranged?

Same-day delivery is unavailable on Saturdays, Sundays and Hong Kong public holidays. Orders paid by 8:00 a.m. HKT on a business day are packed that day and delivered between approximately 2:00 p.m. and 9:00 p.m. the same day. The exact delivery time may vary according to the delivery provider’s work schedule. On rare occasions, unavoidable circumstances may delay delivery until the following day. Contact us before ordering if you would like to discuss receiving your order.

Who may receive an order containing alcohol?

We will check the recipient’s ID when an order containing alcohol is delivered.

Need help with delivery?

Customer service · Mon–Fri 10:00–17:00 HKT

Contact us on WhatsApp
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