Since our products are fresh dairy (yogurt), they are not eligible for the 7-day return policy under Taiwan’s Consumer Protection Act.

• If the product is defective, incorrect, or damaged during delivery → Please contact our customer service (line official @642sgfta or email to ke********@***il.com) within 72 hours with photos. We will send driver to pick up damaged goods, cover the return shipping cost and arrange a refund or replacement.
• If the return is due to customer-related reasons (e.g., incorrect address, recipient not available, uncollected package) → The refund will be processed after deducting the necessary costs (such as shipping fees and spoiled products caused by delay).

Thank you for your understanding.

Delivery Date:
For customer convenience, our website allows you to select your preferred delivery date.

Delivery Time:
Only Yamato (Black Cat) offers time-slot delivery, with two options: before 1:00 PM or 2:00–6:00 PM. Please note that exact delivery times cannot be guaranteed, as the final schedule depends on the courier’s route planning.

In most cases, over 90% of packages are delivered on time. However, around 10% may be delayed due to special circumstances such as high shipping volume during holidays, incorrect recipient address/phone number, recipient not at home, or unanswered calls.

👉 If you have very limited availability to receive packages, we recommend using store pickup service or purchasing directly from one of our partner shops to avoid failed delivery and return issues.

If no one is available to receive the package, the courier will call the phone number provided in your order to arrange a new delivery attempt. If delivery fails more than three times, the package will be returned. In the event of a return, we will deduct the necessary costs (e.g., shipping fees and any spoiled products due to delays) before issuing a refund. Thank you for your understanding.

After the package is shipped, the system will send you an email with your logistics tracking number.

Open the order delivery progress query page on our official website, enter the logistics order number and your email address, and you can track the package.

For customers who use HCT, you can directly join the official line to get more accurate package information.

Currently, we only do online business. But you are more than welcome to visit our partner store. Click here to see their locations.

Yes, you can. Just proceed to check out and type your address, then you will see the shipping fee.

Yes, we can ship kefir grains to Hong Kong via SF Express. Normally it arrives within 48 hours. Please visit our Pinkoi shop https://www.pinkoi.com/product/2wQgs6nE

On the checkout page, you will be able to choose your preferred shipping date and time slot.

Basically, if you place the order before 12pm, the package will be sent out on the same day. Black cat generally delivers the next day (except Sunday). Express delivery (Pickupp) will deliver to you on the same day (Taipei City only)

If your profucts are out of stock or it is a pre order product, generally it will be delayed in 1 day or 2. We will email you about the delay.

Normal 7-11 only do room-temperature pickup. So if you want refrigerated delivery service, please choose balck cat cold delivery. They can transfer the package to 7-11’s fridge then you can pick it up later.

You still need to put an address on the checkout page. Becasue that’s the requirement from black cat system. You can leave which 7-11 branch you prefer in the order note on checkout page. So we can put an extra note in the system. 

Please note, you will need to talk to driver still when they deliver it to your address. When U receive the call please tell them that you need them to transfer the package to 7-11. Driver will send you a text message for confirmation. Please click accept

However, if anyone at that address you gave us choose to receive the package, like doorman or friend or family. Black cat won’t even call you for this 7-11 pickup option. So please please make sure you have informed these people upfront.

We won’t be able to help you much once the package is out. So please keep your phone nearby on the expected delivery day. 

Yes, you can do it with black cat, convince store and local pickup at our store. Unfortunately, express delivery (pickupp) in Taipei city doesn’t provide cash on delivery service. 

Please check if your total amount is over $499/$899 after any coupons. Most people have this issue because after they use the $100 coupon, the whole amount is under $499/$899.

If you still have issues, please feel free to contact us through line official.