Shipping Policy

1. Where we ship

We ship to Hong Kong, Macau and Taiwan, and every price is in Hong Kong dollars. We do not deliver anywhere else at the moment. If you need cards somewhere we do not reach, write to us before you order and we will tell you what is possible.

2. Delivery options and fees

Every parcel goes by SF Express. Which options you see, and what they cost, depends on your delivery area; all of it is confirmed at checkout before you pay:

• Hong Kong — collection at any SF Express station or locker, free
• Hong Kong — courier to your home or office address, HK$30
• Macau — cross-border delivery to a Macau address, HK$40
• Taiwan — tracked courier to a Taiwan address, HK$60

Collection needs the code of the station or locker you want to collect from, and a Taiwan delivery needs the recipient’s identification number for customs; checkout asks for whichever applies. The fee you see when you pay is the fee you pay — we add nothing afterwards.

3. When your order leaves us

Cards in our house design are held in stock, and we hand them to SF Express within 7 days of your payment. A card printed from your own artwork is dispatched within 7 days of the moment you approve its print file: the design check comes first, and we may come back to you with a question before anything prints.

Those 7 days are calendar days, counted from payment or from your approval. How long the parcel then takes to reach you is SF Express’s to determine, not ours.

4. Tracking

We email you the SF Express tracking number when the parcel is handed over, so you can follow it on SF Express’s own site. Before that, the order page in your SurfCard account — or the order link we email you — shows how far the order has got.

5. Delivery details

We ship to the recipient and the address you enter at checkout, so please check both before you pay. Once a parcel is with SF Express we cannot redirect it.

If an address turns out to be wrong or incomplete, tell us before the parcel is dispatched and we will correct it. A parcel that comes back to us because the address was wrong, or because nobody accepted it, can be sent out again once the delivery fee is paid a second time.

6. Taxes and duties

A parcel to Macau or Taiwan crosses a customs border. Any import tax, duty or handling charge raised there is yours to pay and is not included in the delivery fee you paid us. Taiwan customs also requires the recipient’s identification number, which is why checkout asks for it: a Taiwan order without a valid number cannot clear customs.

7. Delays and lost parcels

Once a parcel is with the carrier its timing is out of our hands, and we cannot be responsible for delays caused by weather, customs or the carrier’s own operations.

If SF Express confirms that a parcel has been lost in transit, we make your cards again and ship the replacement at our cost. Please tell us within 30 days of the dispatch email, while the claim can still be raised with the carrier.

8. Contact us

If you have a question about this document, or about how your personal data is handled, email us at info@surfcard.io.