1. Order Processing & Dispatch Time
- In-Stock Items: In-stock orders are processed within 24–48 hours on business days and are typically dispatched within 1–3 business days after payment is confirmed.
- Pre-Order Items: Estimated shipping dates vary. Please refer to the specific dates listed on the respective product pages.
- Note: Our logistics team operates during standard business hours, Monday to Friday (excluding public holidays).
2. Shipping Rates & Delivery Time
- Free Shipping: Enjoy free shipping on single orders over HK$399.
- Basic Shipping: A flat rate of HK$30 applies to orders under HK$399.
- Delivery Time: Standard delivery typically takes 2 - 5 business days after dispatch (depending on the actual destination address and courier arrangements).
3. Order Tracking
Once your order has been packed and dispatched, you will receive a confirmation email containing your logistics tracking number. You can use this number to monitor your package's delivery status at any time.
4. Change of Shipping Address
We can update your shipping address as long as the order has not yet entered the packing and dispatch process. If you need to make a change, please contact our customer service team as soon as possible at: support@alpakagear.hk
Please note: Once an order has been dispatched, the address cannot be changed. ALPAKA is not responsible for packages that are undeliverable or lost due to incorrect or incomplete addresses provided by the customer. Any re-delivery fees incurred will be the customer's responsibility.
5. Lost or Stolen Packages
ALPAKA is not responsible for any lost or stolen packages once the courier has marked the tracking status as "Delivered". In such cases, please contact the respective courier company directly for inquiries or claims.
6. Payment Methods
We accept major credit and debit cards (Visa, Mastercard, etc.), as well as PayPal, Google Pay, Apple Pay, and Shop Pay.
- All prices are displayed and settled in Hong Kong Dollars (HKD).
7. After-Sales Service, Exchanges & Warranty
- Exchange Policy: We do not accept returns or exchanges for personal reasons (e.g., change of mind, slight color differences). For more details, please refer to our [After-Sales & Exchange Policy].
Contact Us
If you have any questions regarding your order, shipping, or payments, our customer service team is always happy to help:
- Email: support@alpakagear.hk