Shipping Policy
Delivery Methods
We offer four delivery methods:
1. SF Express – Home Delivery
Orders will be delivered by a third-party courier to the address specified by the customer (residential or commercial).
Free shipping for purchases of HK$300 or above within a single category.
2. SF Express – Designated Pickup Locations
Customers may choose to collect their orders at designated SF pickup points.
Free shipping for purchases of HK$300 or above within a single category.
Please note that not all SF pickup points accept frozen/chilled items. For the latest list of service points, addresses, and business hours, please refer to:
SF Service Points / SF Stations.
3. Company/Warehouse Pickup
Customers may pick up their orders directly at our location.
Address:
Room 616, 6/F, Block B, Ka Lik Industrial Centre, 491–501 Castle Peak Road, Tsuen Wan
Business Hours:
Monday–Friday (Closed on Saturdays, Sundays, and Public Holidays)
10:00 AM – 6:00 PM (Lunch break: 1:00 PM – 2:00 PM)
4. “Delivery Van” Mobile Delivery (Every Wednesday & Thursday, different locations each night)
Customers may meet the driver at designated pickup points.
Please specify the detailed preferred meeting point in the order remarks.
Free shipping for HK$300 or above across all categories.
Refer to the available regions and delivery times.
Delivery schedule: Wednesday & Thursday (Closed on weekends & public holidays)
Approximately 6:00 PM – 11:00 PM
Delivery Dates & Time Definitions
Order Date: The date the customer completes payment and confirms the order.
Dispatch Date: The date Chill Lab ships the order.
Receiving Date: The date the courier delivers and the customer receives the products.
1. SF Home Delivery & SF Pickup Locations
Unless the order contains pre-order items or items with specified delivery dates, all orders will be shipped starting the second working day after order confirmation (order today → ship the day after tomorrow).
Cut-off time: 11:59 PM daily.
Under normal circumstances, customers will receive the products the day after dispatch.
Example:
If an order is placed on 1 Jan 2024, we will arrange SF pickup on 3 Jan 2024.
The customer is expected to receive the products on 4 Jan 2024.
2. Company/Warehouse Pickup
Unless the order contains pre-order items or items with specified delivery dates, orders will be ready for pickup starting the second working day after order confirmation.
Cut-off time: 11:59 PM daily.
Example:
If the customer orders before 11:59 PM on 1 Jan, the “Ready for Pickup” email will be sent on 3 Jan, and the customer may collect during business hours.
If the customer orders at 12:00 AM on 2 Jan, the “Ready for Pickup” email will be sent on 4 Jan.
3. “Delivery Van” Same-Day Delivery (Wed & Thu)
Unless the order contains pre-order items or items with specified delivery dates, orders will be delivered on the same day (order today → deliver today).
Cut-off time: 2:00 PM daily.
The driver will call you approximately 15 minutes before arrival.
Delivery time: 6:00 PM – 11:00 PM.
Examples:
Order at 1:00 PM on 1 Jan, select same-day Cooking Van → delivered that night.
Order at 4:00 PM on 1 Jan for same-day service → cut-off missed → delivered next week’s Cooking Van schedule; or customer may contact us to reschedule.
Order at 4:00 PM on 1 Jan for 2 Jan Cooking Van → unaffected; pick up as scheduled.
Delivery Van Service Regions (Effective 12 Aug 2025)
Wednesday:
Hong Kong Island, Sha Tin, Tai Po, North District, Tuen Mun, Yuen Long, Tin Shui Wai, Tsuen Wan (including Ting Kau, Sham Tseng, Tsing Lung Tau)
Thursday:
Wong Tai Sin, Kwun Tong, Sai Kung, Yau Tsim Mong, Sham Shui Po, Kwai Tsing, Tsuen Wan (including Tsuen Wan & Lei Muk Shue)
If your area is outside the listed regions, please WhatsApp us to discuss alternative arrangements.
Additional Notes
SF dispatch days: Monday–Friday (No dispatch on weekends/public holidays).
Cooking Van dispatch days: Wednesday & Thursday only, unless otherwise arranged.
Delivery/arrival times may vary due to traffic, weather, or operational conditions. Actual delivery time is subject to courier arrangements.
If an order contains pre-order/scheduled items, the entire order will be shipped together once all items arrive.
Order Cut-Off Times
SF Home Delivery / SF Pickup / Warehouse Pickup
Cut-off: 12:00 AM daily.
Example:
Order before 11:59 PM on 1 Jan → dispatch starting 3 Jan
Order at 12:01 AM on 2 Jan → dispatch starting 4 Jan
Delivery Van Delivery
Cut-off: 2:00 PM daily.
Example:
Order before 2:00 PM on 1 Jan → dispatch on 1 Jan
Order at 2:01 PM → dispatch starting 2 Jan
Receiving Procedures
SF Home Delivery
Delivery via SF Frozen Delivery Service.
SF couriers will call to arrange delivery time.
If unavailable, customers may request placing items at the door or with management (customer assumes all risks).
If the courier is unable to contact the customer, the parcel will be returned to the nearest SF location for next-day delivery.
If the courier still cannot reach the customer the next day, the customer must contact Chill Lab within 48 hours to reschedule and pay any additional SF fees (cash on delivery).
Chill Lab is not responsible for damage or loss due to unsuccessful delivery attempts.
SF Pickup Locations
Customers will receive an SMS when the parcel arrives at the selected pickup point.
If pickup is not completed within the first two working days, SF Hong Kong will charge HK$10 per day (“Shunhui Value-Added Service Fee”).
Counting excludes weekends and public holidays.
Company/Warehouse Pickup
Customers receive an email notification when the order is ready.
If uncollected within seven working days, the products will be considered abandoned.
Delivery Van Pickup
Pickup locations must allow temporary legal vehicle access (no upstairs delivery service).
Customers must arrive on time; late arrivals will not be accommodated.
If uncollected, delivery will be attempted at the next Cooking Van round.
After two failed delivery attempts, the order will be stored at our warehouse.
If uncollected within seven working days, the products will be considered abandoned.
SF Delivery Coverage
Areas where date/time cannot be specified:
Discovery Bay (deliveries usually on Saturdays)
Ma Wan
Non-service areas:
New Territories:
Lo Wu, Mai Po, Man Kam To, Ta Kwu Ling
Outlying Islands:
Cheung Chau, Kat O, Tap Mun, Lamma Island, Mui Wo, Peng Chau, Po Toi, Tai O, Tung Lung Chau, Tung Ping Chau
Shipping Fees
SF Home Delivery / SF Pickup
Free shipping for HK$300+ per order.
HK$299 or below:
HK$50 (home delivery)
HK$35 (pickup point)
Company/Warehouse Pickup
Free for all orders, regardless of amount.
Delivery Van Pickup
Free when total orders delivered on the same day exceed HK$300.
Orders of HK$299 or below: HK$60 per trip, payable in cash to the driver at pickup.
