Please send email to temporary customer service: customerservices_pt@thicthock.com for further inquiry.

Pandemic Shipping Arrangement

Frequently Asked Questions

Q: Why is my order delayed?
A: Logistic is very difficult in the pandemic era where airline resources are restricted and limited. Most of the time, you are paying for a standard shipping service, provided by our local post - Hong Kong Post. Even though the standard shipping service is airmail, there is a lot of restrictions and limitations to their serviceable areas over the period of the past 2 years. If there is spike in confirmed cases within certain areas, they will shut off more serviceable areas, please understand.

If you would like to check on the current serviceable areas, please refer to the following link - https://www.hongkongpost.hk/en/about_us/whats_new/notices/index.html. Search for latest " Types of services currently available to overseas destinations" article, if you see airmail on the far right column of your respective country/city, that means the shipping service towards that place is not available at the moment.

Q: Some customers have been asking, why is it that the parcel cannot go through to their region when their local postal service is perfectly fine?
A: It doesn't matter whether your local postal service is working or not, because its HK Post's discretion to decide whether they want to open the service for that region. It is also not at our power to interfere local postal service's decision on whether they want to reopen their service towards a specific region. The only thing I can do is either wait until they reopen the service or find an alternative shipping method in an attempt to replace this.

The reason why they are not opening the service to certain regions, I could only make an educated guess. Since HK is a very busy international port both airborne and seaborne, trillions of parcels are going through all kinds of courier services daily. Due to COVID-19 affecting the logistic traffic, airlines have been cut down. With less resources for airmail services, and that most of the available resources have been reserved for higher priority shipment such as EMS, economic express courier services. HK Post can only shut down certain regions' services until they consider the resources for airmailing is back to an acceptable level.

Q: Why is it that some of my fellows have received their order when you say my region is not available for posting?
A: There are several possible cases.

  • They bought it from aftermarket.
  • They bought it through a local proxy during the GB phase.
  • They opted in for shipment upgrade (express shipping).

Q: Why is it that orders from KBDfans are shipping and you cannot?
A:

  • With regard to postal service, China ≠ Hong Kong, they are independent from each other.
  • KBDfans has waaaay larger logistic volume than us, thus they could secure a better business discount rate with their logistic partner - most of the time you're paying Fedex/DHL/UPS service if they're shipping from China.
  • KBDfans has a US warehouse whereas we don't.

Major Countries/Cities that are not serviceable at the moment:

Last update: Jan 28

US, CA, NZ, JP, MY, RU

The shipping arrangement for general public is that - 

  • If airmail service is not available in the abovementioned site, your order(s) will not be able to get processed.
  • If your country/area/city is in service, please expect 3 - 5 business days of order processing as we need to congregate a batch of shipment and go to post office once to twice a week to minimize the chance of getting exposed to the enclosed and high density public area.
  • Express service is available for worldwide shipment, if you would like to upgrade your shipping method to express, please contact customerservices@thicthock.com.
    > Estimation for US parcel for 0.5kg item costs around 45USD per order. It will be fulfilled by DHL with full tracking and a fulfillment speed of 3 - 5 business days (sometimes less).
    > Distant areas will have extra costs.

    It is never our intention to slow down the order processing and postpone your paid items. But with what is going on right now, we could not do anything about it unless the pandemic is gone or the logistic intake for low priority shipment is reopen. Once everything is back to normal, we will go full speed processing orders.

    We hope you all stay safe and be well. Thank you for your patience and understanding.