Shipping & Delivery


  1. Membership Registration
    • You must become a VIP member to shop.
    • Please click "Create Account" at the top right of the homepage to become a NutriPulse VIP member.
    • NutriPulse will use the email address you registered as the main contact method.
    • Please check your email account settings to avoid mistakenly marking emails as spam and missing any important promotional information.

  2. Shopping Process
    • Log in to the website.
    • Add items to the shopping cart.
    • Go to the checkout page and enter personal information and delivery address*.
    • Choose a payment method.
    • Complete the online payment (you will receive a system confirmation email after success).
    • Upon receiving the user’s order, NutriPulse will arrange for the items to be shipped.
    • You will receive an email notification when NutriPulse ships the items.

*If it is found that a customer impersonates someone else or provides any false information, uses any technology to attempt to use multiple accounts, abuses any offers in any way, or has multiple bad purchase records, NutriPulse reserves the right to terminate any account or cancel orders without further notice.
*NutriPulse reserves all rights to pursue.

  1. Check My Order Status and Past Shopping Records
    • After logging in, you can click "My Account" to view all your ongoing and past order records.
      i) After completing each transaction, you will receive a transaction confirmation email.
      ii) Please check your email account, including spam, to ensure emails are not filtered out.
      iii) You can also click "My Account" to view all your ongoing and past order records.
      iv) If you confirm that you did not receive the email and cannot see the confirmation message for the order transaction in "My Account," it indicates that the payment was not successfully completed.

  2. Payment Methods
    • VISA, Mastercard, American Express, WeChat Pay, Alipay, FPS.
    • The currency for the order payment will be settled in Hong Kong Dollars (HKD).

  3. Promotional Discount Codes
    • During the promotional period, you can enter the specified discount code on the payment page. To avoid input errors, we recommend copying and pasting the code directly and ensuring there are no extra spaces.
    • The discount code will be valid within the specified date, and individual promotions should refer to the relevant terms and conditions.
    • Only one discount code can be used per order; if you enter more than one code, the system will automatically select the last code you entered.
    • Different discount codes have different usage terms, and details should be referred to the relevant promotional activities and their terms and conditions.

*Our company will not reissue discount codes due to human errors (such as loss or already used).
*Discount codes cannot be used for any commercial promotional purposes.
*A maximum of one discount code can be used per transaction and cannot be used simultaneously with other discount codes.

    • Orders that have confirmed payment cannot be modified or canceled. We understand that customers may forget to enter the discount code or confirm its use before confirming payment; we recommend using it again for your next shopping.

  2. Order Cut-off Time
    • Our daily cut-off time is 23:59. Customers will have their goods arranged for shipment within 5 working days starting from the next day after successful payment on the order confirmation page. If there is a stock shortage or any issues, we will notify customers individually.

  3. Payment Issues
    • If there is an interruption on the payment page, the related transaction will require more time for verification. Please check "My Account" in about 15-20 minutes to confirm whether the order was successfully paid.
    • If the transaction has not been successful, you will receive an email notification stating "Transaction could not be completed." Please re-enter the shopping cart to complete the shopping and payment process.
    • When the system confirms that the order transaction is successful, the delivery and payment details you see will show as "Paid. Preparing."
    • If the online payment transaction for the order is unsuccessful, any coupons used in the failed order will not be deducted.

  4. Delivery Information
    8.1 Delivery Services
    • We offer SF Express stations, SF smart lockers for self-pickup, or delivery services to business areas.
      (*Delivery service does not cover residential addresses and remote areas, additional shipping fees will apply.)
      (*Remote areas will be arranged for payment on delivery according to SF's webpage information; if classified as a remote area, it will be sent via payment on delivery.)

8.2 Order Shipping Fees

    • Customers who spend over HKD 300 (after discounts) can enjoy free delivery service to local business addresses or SF smart lockers once.
    • Customers who spend less than HKD 300 (after discounts) will be charged HKD 40 for shipping.
    • If the ordered products exceed 5KG, our company will arrange for SF Express and shipping fees will be collected on delivery.

8.3 Delivery Time and Scope

    • The logistics company's delivery days are Monday to Saturday, and the final delivery day will depend on actual logistics conditions.
    • If the delivery address does not have direct elevator access or requires delivery via stairs, we will charge an additional service fee for each floor, excluding ground floor receipt.
    • The following areas have restricted delivery times, excluding public holidays: (i) Tung Chung, (ii) Ma Wan, (iii) Discovery Bay, (iv) Airport.

8.4 Receiving Goods

    • We require the recipient to sign for the goods to complete delivery.
    • Please fill in a clear and specific recipient's name and contact number in the recipient column of the order to avoid delivery delays.

8.5 Delivery Unsuccessful / Change Delivery Arrangements

    • If delivery is unsuccessful on that day, to get the goods to your home as quickly as possible, the delivery personnel will arrange the next fastest delivery time. Please pay attention to the delivery personnel's call.
    • After the goods are shipped, changes to delivery arrangements will not be accepted. For other assistance, please contact customer service.

8.6 Lost Package Issues

    • Once the package is shipped, we will not be responsible for any lost or stolen packages.
    • Orders will be sent to the address you provided. If the address provided during the order processing is incorrect, we will not be responsible for any additional costs incurred due to lost or returned packages.

8.7 Special Arrangements Due to Severe Weather or Road Conditions

    • When a strong wind signal is in effect, or red or black rainstorm warnings are active, or if we deem it unsafe to deliver, the delivery service will be postponed.
    • We will contact you to change the delivery date.

9. Delivery Information
   9.1 Delivery Services

    • If you find that the product is damaged, the packaging is incomplete, there are suspected quality issues, or incorrect delivery after receiving, please keep photographic records and email customer service (enquiry@nutripulse.com.hk).
    • We will replace the product or refund you within 30 days based on the situation.
    • Once we confirm that the product status meets the return policy requirements, we will notify you as soon as possible regarding the return request status. Please follow the instructions to return all packaging materials, including the original packaging, receipts, and related goods to our company.
    • Please note: Only one return or exchange is accepted per order.
    • Returns or exchanges requested for personal reasons will not be accepted, and any items damaged due to personal reasons cannot be returned or exchanged.

9.2 Return and Exchange Shipping Fees

    • If the total bill amount for purchased goods is less than HKD 300 and you paid the corresponding shipping fees, any subsequent returns for any reason will not be refunded for the paid shipping fees.
    • The shipping fees for returning items must be borne by the customer.

9.3 Refund Method and Amount Calculation

    • Once we successfully receive all the goods, the refund will be processed by customer service within 30 working days after negotiation with you (the amount is based on the product price on the day of order confirmation).
    • Any points earned or used during the purchase will also be fully adjusted.
    • Generally, we will refund based on the price of the products you purchased at that time.
    • If the products were purchased with special offers, such as "Buy 3 Get 1 Free," "Discount $50 on the entire order," similar offers, the refund will be calculated as a percentage.

      ＊Refund Amount = Final Amount Paid (after discount) / Original Order Amount (before discount) x Amount of Returned Goods.

  1. Managing Personal Accounts
    10.1 Forgot Password
    • Click "Forgot Password" and enter your email address according to the instructions, then click "Send Now." Our system will send an email for you to reset your password.

10.2 Change My Personal Information or Registered Email

    • To change the default delivery address and contact method, click "My Account" at the top right of the homepage to modify.
    • To modify the default registered email, please email to enquiry@nutripulse.com.hk or WhatsApp (852) 5270 0883 to contact customer service for assistance.