Delivery Terms & Conditions

Please choose the delivery method that matches the products in your order. Refrigerated products and room-temperature products may have different delivery options.

Kefir yogurt and other refrigerated products must be kept cold during transport. They cannot be shipped by regular room-temperature convenience-store pickup. Refrigerated delivery is available on Taiwan main island only. For offshore islands, please send us a message before ordering.

For the most accurate delivery options, please refer to each product page and the delivery methods shown at checkout.

📣 Fresh Food Notice

Fresh, refrigerated, and short-shelf-life products, including kefir yogurt, are consumable products with limited shelf life. Therefore, these products are not subject to Article 19 of Taiwan’s Consumer Protection Act and do not come with a 7-day appreciation / cooling-off period.

Once a fresh, refrigerated, or short-shelf-life product has been shipped, we can only accept a return request if the product itself is defective or if the product was damaged during delivery. Please consider carefully before placing your order.

📦 Delivery Notifications

After your order has been shipped, we will provide the tracking number by email. You may also receive delivery-status email updates when the logistics status changes, such as in transit, out for delivery, ready for pickup, delivered, or delivery failed.

Please make sure your email address and phone number are correct when placing the order. If you do not see the delivery notification, please also check your promotions folder or spam folder.

The delivery process is handled by the logistics company. For urgent delivery issues, such as delivery progress, failed delivery, address correction, pickup reminders, or delivery-time changes, please contact the logistics company directly with your tracking number.

For product-related issues, such as product defects, wrong items, missing items, or damage during delivery, please contact us so we can help you check and handle the issue.

🗓️ Preferred Delivery Date & Time

During checkout, you may choose a preferred delivery date and, depending on the delivery method, a preferred delivery time slot.

We will do our best to arrange your order according to the selected delivery date. However, the final delivery date and time are handled by the logistics company, so we cannot guarantee that the package will arrive exactly on the selected date or within the selected time slot.

HCT Logistics and Black Cat usually deliver quickly within Taiwan main island, but next-day delivery is not guaranteed, especially on Sundays, national holidays, consecutive holidays, or during periods of high delivery volume.

⚠️ Important Notes

If delivery fails because no one is available to receive the package, the phone is not answered, the address is incorrect, or for other recipient-related reasons, the logistics company may arrange re-delivery or return the parcel according to its own delivery rules.

If a parcel is returned to us, we will deduct the necessary administrative and logistics fees before processing any eligible refund.

If you cannot accept the above delivery and refund rules, please do not place an order, to avoid inconvenience for both parties.

☎️ Logistics Customer Service Contacts

For delivery issues after shipment, please prepare your tracking number and contact the relevant logistics company directly.

HCT Logistics / 新竹物流: 412-8866. If calling from a mobile phone, please dial 02-412-8866.

Black Cat / 黑貓宅急便: 02-412-8888.

SF Express Taiwan / 順豐速運台灣: 412-8830. If calling from a mobile phone, please dial 02-412-8830. Overseas number: +886-2-2192-6063.

7-Eleven room-temperature store pickup / 7-ELEVEN 交貨便: 02-2721-4234.

FamilyMart room-temperature store pickup / 全家店到店: 03-2550-119.

Refrigerated Delivery Options

Refrigerated delivery is suitable for kefir yogurt and other products that must stay cold during transport.

1️⃣ HCT Logistics Refrigerated Home Delivery｜NT$150｜Free shipping for orders over NT$999

This is refrigerated home delivery by HCT Logistics.

During checkout, you may choose a preferred delivery date and delivery time slot. Please note that HCT often delivers according to the driver’s route and schedule, so the selected time slot may not be followed exactly.

On the day of delivery, the driver may call you. Please keep your phone available.

If no one is available to receive the package, HCT will handle re-delivery according to its own delivery rules.

HCT does not operate during national holidays or consecutive holidays. If you need delivery during those periods, please choose Black Cat refrigerated delivery.

2️⃣ Black Cat Refrigerated Home Delivery｜NT$160 for orders below NT$1,300｜NT$80 for orders over NT$1,300

This is refrigerated home delivery by Black Cat.

During checkout, you may choose a preferred delivery date and delivery time slot. Black Cat generally tries to follow the selected delivery time frame, but the final delivery time still depends on the driver’s route and delivery conditions.

If the delivery schedule falls on a Sunday, Black Cat delivery is generally postponed. Holiday and peak-period delivery times may also be adjusted according to Black Cat’s actual operations.

During national holidays or consecutive holidays, delivery dates and time slots may not be available or guaranteed, and next-day delivery cannot be guaranteed.

3️⃣ Black Cat Low-Temperature Rapid Store Pickup｜7-Eleven Refrigerated Pickup｜NT$160 for orders below NT$1,300｜NT$80 for orders over NT$1,300

This is a Black Cat low-temperature rapid store pickup service. The refrigerated package is handled by Black Cat and delivered directly to the selected 7-Eleven store.

During checkout, please choose the Black Cat low-temperature / refrigerated 7-Eleven pickup option and select your preferred 7-Eleven store. No order note or extra store-transfer fee is required.

After the package arrives at the selected 7-Eleven store, you will receive a pickup notification by SMS. Please collect the package within the pickup period shown in the notification.

Because this is a refrigerated pickup service, please collect the package as soon as possible after receiving the notification.

Room-Temperature Delivery Options

Room-temperature delivery is only suitable for products that can travel without refrigeration, such as kefir grains, soap, and other eligible room-temperature products.

Kefir yogurt and other refrigerated products cannot be shipped by room-temperature convenience-store pickup.

4️⃣ 7-Eleven / FamilyMart Room-Temperature Pickup｜NT$60｜Free shipping for orders over NT$899

This option is available for kefir grains, soap, and other products that can travel at room temperature.

For kefir grains, some liquid leakage may occur during room-temperature shipping. This is because we add milk liquid into the glass bottle so the grains have food during transport.

During room-temperature delivery, the grains may consume the milk, turning it into clear whey. Fermentation may also produce carbon dioxide, which can push some liquid out of the bottle.

If you notice some leakage after pickup, this is usually normal. The leaked liquid is only leftover liquid from the grains’ food; the solid grains themselves should remain inside the bottle.

The sealed glass bottle is also placed inside a clean sealed bag for extra protection. This helps keep the grains clean even if some liquid leaks out.

If you are concerned about possible leakage, please do not choose this option.

Please pick up the package as soon as possible after it arrives at the store. After receiving kefir grains, please start fermentation as soon as possible. Otherwise, please refrigerate them immediately.

5️⃣ SF Express Room-Temperature Delivery to Hong Kong｜For kefir grains and eligible room-temperature products only

We also offer room-temperature delivery to Hong Kong by SF Express for kefir grains and eligible products that can travel without refrigeration.

SF Express delivery to Hong Kong usually arrives on the next working day, but delivery time may vary depending on customs, holidays, weather, and courier conditions.

Please note that kefir yogurt and refrigerated products cannot be shipped to Hong Kong by room-temperature delivery.

Partner Stores

6️⃣ Partner Stores｜In-Store Purchase

Please refer to the Partner Stores page for available locations and products.