All goods can be sent or picked up in the following ways:

Hong Kong / Macau

  1. Delivery to the designated address provided by customer via third-party logistics providers

Hong Kong

  1. Free pick-up at THERMOS Store, please visit the following website for store locations: https://www.thermos.com.hk/en/store1/
  2. SF Station / EF Locker, please visit the following website for details (Except 2L above shuttle chef): https://www.sf-express.com/hk/en/

** All orders are to be delivered by third-party logistics providers. We will notify you the delivery details of your order by email .

  • The delivery service is limited to industrial, commercial and residential address in Hong Kong (excluding post office boxes/hotels/restricted areas).
  • When making an order, please provide your accurate name, valid address for delivery and phone number which may receive local SMS notifications.
  • We offer free delivery to Hong Kong address for purchase of HK$500 or above on THERMOS Hong Kong Online Store. Free delivery is applicable only for one single delivery location and one single time per order. For purchase of under HK$500, delivery charges of HK$40 will be required.
  • The products you ordered will be delivered through a third-party logistics provider regardless of the pick-up point.
  • For Macau, delivery fee of HK$60 is required for all orders (Except 2L above Shuttle Chef). Delivery fee of HK$180 for 2L above Shuttle Chef orders. 
  • Under normal circumstances, shipment will be arranged within 3-5 workings days after order confirmation. However, actual delivery may be delayed due to traffic, weather conditions and special circumstances, and we will not be responsible for the delay in delivery.
  • If the delivery address is not directly accessible by elevator, the highest delivery floor is the 3rd floor (counting from the ground floor); if the delivery address without direct access of elevator is on the 4th floor or above, customers may have to pay a surcharge for delivery in cash to the delivery driver, and the amount of the relevant surcharge is subject to the quotation of the third-party logistics providers.
  • If the goods have been delivered to the delivery address you provided but you do not receive the goods for whatever reason, you hereby agree that we may charge you or your authorized representative the costs for re-delivery or may cancel your order.
  • You will take full ownership of the product and assume all risks for possessing the product once the product is delivered to you. THERMOS Hong Kong Online Store will not be responsible for the loss or damage thereafter.
  • When typhoon warning signal No. 8 or above or the black rainstorm warning is in effect, or if we consider that it is unsafe for delivery, the delivery service will be postponed.
  • In case the products are returned to us due to incorrect delivery information provided by customers, customers’ failure to respond to repeated attempts of contact by logistics providers, customers’ unreasonable rejection of products, customers’ failure to collect the products within time or customers’ rejection of accepting SF Locker as the second choice of delivery address etc., the additional administration costs, re-arrangement charges or penalty from the logistics providers incurred therefrom shall be borne by the customers.
  • To track your shipment, please inquire with the logistics providers directly by the tracking number provided or contact our Customer Service Department via [email protected]. In case of any lost goods during the course of delivery due to the negligence of the logistics providers, THERMOS Hong Kong Online Store will only compensate the lost goods or goods of equivalent total value. We will not be responsible for any further compensation on any additional loss that may have caused.
  • We will try to ensure intact packaging but we are not liable for any loss or damage to the packaging caused by any events beyond our control during transportation. You are deemed to have understood and agreed to the above terms, and we will not be responsible for their damage or replacement.

Self-pick up at THERMOS Store

  • Please pick up the goods at your designated store within 7 working days after receiving the arrival notification from the third-party logistics providers. If the goods are not picked up within the time limit, they will be returned to the logistics warehouse. Please contact our customer service department via email for follow-up and arrangement.
  • THERMOS Store is only regarded as a pick-up point for online shopping purchase, and is not responsible for checkup, inspection or verification of goods. If you have any questions about your purchase, please email to our customer service department via [email protected]
  • The order will enter the logistic process immediately after confirmation, therefore pick-up point cannot be changed.

Warranty

  • If there is any quality concerns of your online purchase, please contact us at [email protected]
  • Please keep the invoice as a proof of warranty. We reserve the right to refuse providing warranty service if the invoice is lost.
  • Please refer to the general terms and conditions of this website for details of return or replacement of goods.
  • Please refer to “Declaration of Warranty” on THERMOS (Hong Kong) website for warranty details:

    https://www.thermos.com.hk/en/warranty/

  • THERMOS (Hong Kong) Limited reserves the right of final decision.