Shipping policy

MOONROAD Shipping Policy

Effective date: 17 July 2026
Last updated: 7 September 2026

1. Scope

This policy applies to online orders placed at www.moonroadhk.com.

2. Delivery methods, destinations and charges

Hong Kong and Macau: SF Express, freight collect

Hong Kong and Macau orders are shipped by SF Express with shipping charges paid by the recipient directly to SF Express. The amount is subject to SF Express's charges. If the freight-collect option shows HK$0 or “Free” at checkout, this only means that we do not collect the shipping charge at checkout. It does not mean free delivery.

Hong Kong: free pickup at selected stores

Free pickup is available at selected Hong Kong stores. Available pickup locations are shown at checkout. Please wait for a pickup notification before visiting your selected store; completing payment does not mean that your items are ready for pickup.

Overseas delivery: live FedEx rates and weight-based rates for selected destinations

For overseas destinations served by FedEx, live rates for the available FedEx services are shown at checkout. Shipping to the Philippines is currently charged according to order weight. Available destinations, delivery methods, services and actual charges are subject to the checkout information at the time of order; overseas orders do not all have the same shipping rate.

3. Customs, import taxes and clearance

Shipping charges for international orders do not include customs duties, import VAT (e.g. EU/UK VAT), sales taxes or clearance fees imposed by the destination country or region. Such charges, if any, are collected from the recipient by the carrier or local customs at clearance or delivery and are the customer's responsibility (shipped DDU/DAP). If a parcel is returned, destroyed or abandoned because such charges are refused, the resulting costs and losses are borne by the customer and may be deducted from any refund where applicable.

4. Processing and delivery estimates

Processing and estimated delivery times depend on product status, the selected method and the carrier. Any time shown at checkout or in an order notice is an estimate, not a guaranteed delivery date. Severe weather, public holidays, carrier delays and other circumstances outside our reasonable control may affect delivery.

Pre-order deadlines and estimated arrival dates are listed on the individual product page. Arrival dates are estimates, not guarantees, and may be delayed by supplier or logistics arrangements. For store pickup, please wait for a pickup notification.

5. Address accuracy and redelivery

Customers must provide a complete and accurate delivery address and contact details. Address changes may not be possible after dispatch. Redelivery or return charges caused by incorrect details, failed delivery or refusal may be charged to the customer.

6. Inspection and reporting

Please inspect the parcel and products upon delivery. Missing items, incorrect items or transit damage must be reported within 7 days after delivery to info@moonroadhk.com, with the order number, photographs and a continuous unboxing video starting from the unopened shipping carton. We assess claims from the evidence and our Refund Policy, subject to rights that cannot legally be excluded.

7. Return shipping

Unless required by law or confirmed by us in writing, return shipping costs are not covered by us. See our Refund Policy.

8. Contact

MOONROAD HK LIMITED trading as MOONROAD CARD STORE
Email: info@moonroadhk.com
Address: Room 304, 3/F, Block B, Chung Mei Centre, 15 Hing Yip Street, Kwun Tong, Kowloon, Hong Kong