Shipping & Delivery Policy

Last Updated: September 26, 2026

1. Order Processing Time

All orders are processed and dispatched from our Hong Kong fulfillment center within 1 to 2 business days (excluding weekends and Hong Kong public holidays). Orders placed after 12:00 PM (HKT) will begin processing the following business day. Once your order has been dispatched, you will receive an email confirmation containing your tracking number.

2. Delivery within Hong Kong SAR

  • Courier Partner: We utilize SF Express and trusted local couriers for all domestic deliveries.

  • Delivery Timeframe: 2 to 3 business days after dispatch. Deliveries to remote areas and Outlying Islands (e.g., Lantau Island, Cheung Chau, Peng Chau) may require an additional 1 to 2 business days.

  • Shipping Rates:

    • Standard Delivery: [Insert Flat Rate, e.g., HK$30]

    • Free Shipping: Available on all orders over [Insert amount]. (Note: Your website banner currently says "Free Shipping on orders over 500).

  • SF Lockers: We support delivery to SF Express lockers. Please ensure you enter the correct SF Locker code in the shipping address at checkout.

3. Delivery to Mainland China

  • Courier Partner: SF Express (Cross-border e-commerce/personal parcel network).

  • Delivery Timeframe: 5 to 10 business days after dispatch, heavily dependent on customs clearance times.

  • Shipping Rates: Calculated at checkout based on package weight and destination province.

  • Customs & Real-Name Authentication (Important): Under the regulations of the General Administration of Customs of the People's Republic of China (GACC) for personal cross-border parcels, the receiver must provide their Real Name (matching their Chinese Resident Identity Card) and may be required by SF Express to upload a copy of their ID card for customs clearance. Failure to provide this to the courier promptly will result in customs rejecting and returning the package.

  • Value Limits: Please be aware of Chinese customs limits for personal use imports from Hong Kong (typically capped at 800 RMB per parcel for standard personal postal articles). Orders exceeding customs thresholds may be returned or incur heavy commercial taxes.

4. Customs, Import Duties, and Taxes

For shipments to mainland China, Moka Medical operates on a Delivered Duty Unpaid (DDU) basis.

  • The product prices displayed on our website do not include Chinese import duties, value-added taxes (VAT), or clearance fees.

  • If applicable, these charges are assessed by Chinese customs upon the package's arrival and are the sole responsibility of the customer/receiver.

  • Moka Medical is not responsible for delays caused by customs processing.

5. Order Tracking

Once your order leaves our warehouse, you will receive an email notification with a tracking link. You can track your parcel's real-time progress on the courier’s official website.

6. Incorrect Addresses and Failed Deliveries

Customers are strictly responsible for providing an accurate and complete shipping address (and a valid local phone number) at checkout.

  • If a package is returned to us due to an incorrect address, refusal to pay customs duties, or failure to collect the package from a locker/pickup point within the courier's time limit, the customer will be responsible for any return shipping fees.

  • To have a returned order reshipped, the customer must pay a reshipping fee. If a refund is requested instead, the original shipping cost (and any return fees charged by the courier) will be deducted from the refund amount.

7. Contact Us

If you have questions about your shipment's status, please check your tracking link first. For further assistance, contact our team at support@mokamedical.com.

Last Updated: September 26, 2026

1. Order Processing Time

All orders are processed and dispatched from our Hong Kong fulfillment center within 1 to 2 business days (excluding weekends and Hong Kong public holidays). Orders placed after 12:00 PM (HKT) will begin processing the following business day. Once your order has been dispatched, you will receive an email confirmation containing your tracking number.

2. Delivery within Hong Kong SAR

  • Courier Partner: We utilize SF Express and trusted local couriers for all domestic deliveries.

  • Delivery Timeframe: 2 to 3 business days after dispatch. Deliveries to remote areas and Outlying Islands (e.g., Lantau Island, Cheung Chau, Peng Chau) may require an additional 1 to 2 business days.

  • Shipping Rates:

    • Standard Delivery: [Insert Flat Rate, e.g., HK$30]

    • Free Shipping: Available on all orders over [Insert amount]. (Note: Your website banner currently says "Free Shipping on orders over 500).

  • SF Lockers: We support delivery to SF Express lockers. Please ensure you enter the correct SF Locker code in the shipping address at checkout.

3. Delivery to Mainland China

  • Courier Partner: SF Express (Cross-border e-commerce/personal parcel network).

  • Delivery Timeframe: 5 to 10 business days after dispatch, heavily dependent on customs clearance times.

  • Shipping Rates: Calculated at checkout based on package weight and destination province.

  • Customs & Real-Name Authentication (Important): Under the regulations of the General Administration of Customs of the People's Republic of China (GACC) for personal cross-border parcels, the receiver must provide their Real Name (matching their Chinese Resident Identity Card) and may be required by SF Express to upload a copy of their ID card for customs clearance. Failure to provide this to the courier promptly will result in customs rejecting and returning the package.

  • Value Limits: Please be aware of Chinese customs limits for personal use imports from Hong Kong (typically capped at 800 RMB per parcel for standard personal postal articles). Orders exceeding customs thresholds may be returned or incur heavy commercial taxes.

4. Customs, Import Duties, and Taxes

For shipments to mainland China, Moka Medical operates on a Delivered Duty Unpaid (DDU) basis.

  • The product prices displayed on our website do not include Chinese import duties, value-added taxes (VAT), or clearance fees.

  • If applicable, these charges are assessed by Chinese customs upon the package's arrival and are the sole responsibility of the customer/receiver.

  • Moka Medical is not responsible for delays caused by customs processing.

5. Order Tracking

Once your order leaves our warehouse, you will receive an email notification with a tracking link. You can track your parcel's real-time progress on the courier’s official website.

6. Incorrect Addresses and Failed Deliveries

Customers are strictly responsible for providing an accurate and complete shipping address (and a valid local phone number) at checkout.

  • If a package is returned to us due to an incorrect address, refusal to pay customs duties, or failure to collect the package from a locker/pickup point within the courier's time limit, the customer will be responsible for any return shipping fees.

  • To have a returned order reshipped, the customer must pay a reshipping fee. If a refund is requested instead, the original shipping cost (and any return fees charged by the courier) will be deducted from the refund amount.

7. Contact Us

If you have questions about your shipment's status, please check your tracking link first. For further assistance, contact our team at support@mokamedical.com.