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USE 'ILOVEHK' FOR A FLAT 10% DISCOUNT ON ALL 15,000+ PRODUCTS

FAQS

What's the catch?

There is none.
Why are we cheaper than a popular/established group buying site? Simple. Our margins are lower. We are efficient and pass the savings to you.

Why should I trust you?

We are an established business in Hong Kong and have shipped over 5,000 orders in the last year. We are reachable through WhatsApp, phone or email.
We source our products responsibly, either directly from manufacturers or reputed wholesalers. Quality and service are important to us and we wish to grow Sailfish into a brand that does much more than just health & vitamin supplements.

How do I track my order?

You can find the details of your order under your login / account, your Order ID details will be sent to your email address.

How can I cancel or change my order?

Send us an email with your Order ID and we will sort it out only if it is within 48 hours of placing your order.

What happens if customs prevent my order from entering or need to pay custom fees in my country of delivery??

As each country have their own custom requirements for specific products, it is imperative that if you are not certain whether a product can be delivered to your country of origin, you should check before you place the order. Where an order is returned to SAILFISH by customs in a resaleble condition, we will refund the amount less the freight incurred by us to send the order in the first place.

SAILFISH is NOT responsible for any CUSTOM FEEs that might be applicable.

What about refunds and replacements?

While we ensure that each and every order is packaged securely, in the event you have received damaged goods, please send us an email with your Order ID and photographic evidence. We will either send you a new shipment or refund your money.

If you have simply changed your mind and want a refund, we simply ask you to:
1. Ensure that the products be unused & unopened
2. Ship them to a HK address at your own cost
Once the package is received and verified, we will deduct 60 HKD and refund the remainder via Paypal.
It does not matter if you made the payment via credit card or your Paypal account because Paypal is the only payment processor.

I have more questions. How do I reach you?

We are always available for a chat through our website. Alternatively, you can drop us an email at info@sailfish.com.hk or call/WhatsApp on +852 5918 4712.

What are my payment options?

You can pay via PayPal, using your credit card or PayPal account balance. If you do not have a credit card or PayPal account, you can choose to pay via Bank Transfer (Hang Seng HK or Citibank HK). Your order will be delivered within 7-10 days after the payment is confirmed. Payment confirmation is immediate with PayPal or credit card and the Bank Transfer depends on you.

You can select your preferred method while checking out. If you select Bank Transfer, please drop us an email on info@sailfish.com.hk with a proof of your payment, this could be a copy of your online transaction or a picture of your receipt.

Bank transfers can be made across any Hang Seng/HSBC or Citibank ATM across Hong Kong or Macau.

update: 10/06/2016 We are currently in the process of accepting Master / Visa / AMEX, Please email us at info@sailfish.com.hk if you face any issues.

What are your shipping charges?

For orders less than HK$500, we charge a nominal shipping fee of HK$50. Shipping for orders above HK$500 is free.

How long will it take to deliver my package?

7-10 business days. Usually, much less. We are trying to improve these times as volumes and orders increase.

How will my order be shipped?

Depending upon your order, it will either be shipped via EMS, DHL, FedEX, HK Post, Australia Post, NZ Post, SF Express, USPS or Yamato.

Do you ship internationally?

At this point, orders will only be shipped to Hong Kong, Macau, Singapore, Malaysia, Taiwan and China addresses. We are working towards adding more locations.
If you cannot wait, drop us an email at info@sailfish.com.hk and we will work something out.

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