Frequently Asked Questions

Shipping & Tracking

How much is shipping?

For Domestic Hong Kong shipments, we charge a flat rate fee of HKD30.

For International shipments, the cost will vary based on shipping destination.


How can I track my order status?

Domestic Hong Kong orders ship within 3-5 business days and International orders ship in 7-14 business days. Visit the account login page on and sign in – there, you may review your order status. If you checked out as a guest, you may contact us at to receive your current status.


Why isn’t my order status updated when I log into my account?

Please allow up to 5 business days for order status and tracking information to appear.


Tracking shows my label has been created, but no movement. Why is this?

Your shipping status may take 1-2 business days before any location updates appear. If your tracking does not update after 2 business days, please email our Resolution Team at and we will investigate the issue.


My package shows as “Delivered” but I never received it. What should I do?

Based on your location and pre-set preferences with the delivery courier, your order may be delivered to your building doorman, concierge, mailroom, or even at times, a neighbor of whom may accept the package in your absence. Please be sure to check with these individuals first. If you still do not have your package 24 hours after the delivery has occurred, please contact our Support Team at  and we will investigate the issue further.


My order was lost/stolen. What should I do?

DOE is not responsible for any lost or stolen packages, if the address provided at checkout matches the address where the order was shipped and delivered to, we are not liable for the package after successful delivery. Misplaced packages are non-refundable. If you have further questions or an issue pertaining to a stolen delivery that we can assist with, please email and we will try and assist you.


Do you offer same day delivery?

Unfortunately, we do not offer same day delivery.


Can I expedite my order?

Unfortunately, we are unable to expedite any orders under any circumstances.


Can I pick-up my order from my local DOE store?

Online orders cannot be retrieved at any DOE store location as all online orders are shipped from our warehouse, which is not open to the public.


Can I pick-up my order from my local SF express store?

Domestic Hong Kong orders may be held at a local SF express for customer pickup. For assistance with this, please contact our Customer Care team at – be sure to include your order number in the subject line.