About Delivery

a. Has My Order Been Delivered?

  • After you have placed your order and completed your payment, we will send you an email confirmation on your order and payment.
  • Once you have confirmed your preferred delivery timing with us over email, we will schedule the delivery to be within 3-5 working days. Our working days do not include weekends and public holidays. * Special arrangement for delivery on Weekends & PH can be arranged - Case By Case.
  • On the day itself, you will receive an SMS from the delivery company at least one hour before prior to the delivery to notify you of their arrival. 
  • You can call us at +852 2362 0908 or WhatsApp us +852 5244 5850 if you did not receive your order.

b. How Much Is Your Delivery Fees?

  • For orders below $500, we charge a delivery fee according to weight.
  • For orders above $500, you get to enjoy free delivery on us! 

c. I Did Not Receive My Items.

  • Please call us at +852 2362 0908 or WhatsApp us +852 5244 5850 if you did not receive your order on your scheduled day of delivery. Do have your order number ready as we will need it to track your delivery.

d. I Have An Item Missing From My Delivery.

  • We are sorry to hear that you did not receive all the items you ordered in your delivery. 
  • Please call us at +852 2362 0908 or WhatsApp us +852 5244 5850 and quote your order number. We will handle this immediately.

e. I Received The Wrong Item.

  • We are sorry to hear that you had received the wrong item in your delivery.
  • Please call us at +852 2362 0908 or WhatsApp us +852 5244 5850 and quote your order number. We will assist you and ensure that you get the item you ordered sent to you asap.

f. I Want To Deliver To Multiple Addresses.

  • If you would like to deliver to multiple addresses, please send an email to customercare@puresenses.co to coordinate the deliveries.

For the delivery charges:
1. If the value of the total items that is delivered to each delivery address are above $500, the delivery fee will be waived off. 
2. If the value of the total items items that is delivered to each delivery address is below $500, then a $50 delivery fee per location will be charged. 

g. My Product Is Damaged/ Defective When I Received It

  • We are sorry to hear that the product is damaged or defective when you received the delivery.
  • Please call us at +852 2362 0908 or WhatsApp us +852 5244 5850 and quote your order number and the item that is damaged or defective. We will replace a new one for you and arrange with you another delivery timing.
  • In addition, we request that you take a photo of the damaged or defective item for our reference so that we can feedback to our delivery company.

h. What Are Your Delivery Timings?

  • Our deliveries are outsourced to an external delivery partner. The delivery time slots are 10am to 2pm, 2pm to 4pm, 4pm to 6pm, 6pm to 8pm and 8pm to 10pm. 
  • If you would like to arrange for a special delivery out of our standard delivery time range, please drop us a message.

i. When Will My Order Be Delivered?

  • After you have placed your order and completed your payment, we will send you an email confirmation on your order and payment. 
  • We will schedule the delivery once we have all the items ready within 3-5 working days. Our working days do not include weekends and public holidays.
  • The standard delivery time slots are 10am to 2pm, 2pm to 4pm, 4pm to 6pm, 6pm to 8pm and 8pm to 10pm. . 
  • If you wish to have your delivery specifically time-scheduled, drop us a message.

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