Shipping policy

How to Order

First-Time Shopping

Welceom to the NatuGena Health Nutrition Shop, Here’s how to shop with us:

Online Shopping Procedure

  1. Select Products: Browse our products and select the desired items along with their quantities. Click on "Add to Cart."
  2. View Shopping Cart: Click on the shopping cart icon at the top right corner to review your selected items and quantities. If you have membership points or coupons, you can apply them here.
  3. Choose Delivery Method: Select your preferred delivery method.
  4. Proceed to Checkout: Click on "Go to Bill, please."
  5. Fill Out Information: Provide your billing information and shipping address. Choose your payment method (settlement in Hong Kong dollars).
  6. Place Your Order: Review all the details and click "Place an order to buy."

Once your payment is confirmed, we will process your order and notify you via email within 1-2 working days (excluding Saturdays and Sundays). Please check your spam folder to ensure you receive our notification.

Delivery Options

  • Free Shipping by SF Express: Enjoy free shipping on orders over HK$500. Please provide your industrial/commercial/residential address or SF Express station/Smart Cabinet code (if applicable).
  • Paid Shipping: For orders below HK$500, a shipping fee starting from HK$30 will apply.
  • Pick-Up at Kwun Tong Branch: You can pick up your order one hour after placing it at our Kwun Tong branch (Business hours: Monday to Friday, 10 a.m. - 7 p.m.; Closed on Weekends and public holidays). No additional shipping fee will be charged.

Shipping Charges and Delivery Mode

  • All delivery services are available only within Hong Kong.
  • After confirming receipt of payment, we will arrange delivery within 1-2 working days (excluding Sundays and public holidays).

Shipping and Receiving Arrangements

  • Orders and payments received before 2:00 p.m. will be shipped the same day.
  • Orders and payments received after 2:00 p.m. will be shipped the next working day.
  • You will receive a logistics number via email once your order has been dispatched. Check your spam folder if you don’t see it.
  • For deliveries to an industrial/commercial/residential address, the delivery person will call you prior to arrival.

Kwun Tong Branch Pickup Arrangement

  • Pickup Time: Monday to Friday, 10:00 a.m. - 7:00 p.m. (Closed on Weekends and public holidays)
  • Address: Unit 906, 9/F Hewlett Centre, 54 Hoi Yuen Road, Kwun Tong, Kowloon, Hong Kong
  • You can pick up your order the next working day after placing it.
  • If an item is out of stock, we will notify you separately.

Payment Methods

  • Credit Card: Instant payment (MasterCard, Visa, AE).
  • Shop Pay
  • Apple Pay
  • Google Pay
  • AlipayHK(for self-pickup only).
  • WeChat Pay(for self-pickup only).
  • Octopus (for self-pickup only).

Shopping Terms

After successful payment, you will receive an email order confirmation from the NatuGena Health Nutrition Shop. We strive to maintain sufficient stock levels, but if an item is sold out, we will contact you to make alternate arrangements.