FREE LOCAL SHIPPING WITH $250+ PURCHASE

FAQ

Delivery
International shipping

Countries Available

In additional to Hong Kong, we currently ship to the following countries:

 Australia New Zealand Austria USA Canada China United Kingdom

Republic

of Ireland

Belgium Germany France Finland Norway Sweden
Switzerland Denmark Japan South Korea Netherland Portugal Spain
Thailand Singapore Malaysia Philippine India

 

INTERNATIONAL TERMS & CONDITIONS

Please carefully read the following terms and conditions concerning International orders with supernutrii.com. Any applicable customs, duties, and taxes will be included in amount due at time of check-out. No additional fees charged at time of delivery; arrival times may vary based on border clearance delays. China Customers, please note. All Supernutrii.com orders for shipment to China may not exceed $300.00 per order.  Any order being shipped to a destination outside of Hong Kong may be subject to incremental import duties and taxes that are levied and collected as a part of the International Handling Fee during Checkout. A summary of these charges will be included in the International Handling Fee line. The order total presented at Checkout will be the exact amount that you will be billed. When placing an order with supernutrii.com, you are considered the importer of record and must comply with all applicable laws and regulations. Charges for duties, taxes and the carrier's collection fee are in addition to your shipping charge and must be borne by you.

  • Some items sold on supernutrii.com may require special handling as specified by federal, state and local regulations governing the transport of these items; therefore, the shipment of some products to certain locations may not be possible.
  • Please allow additional delivery time for orders with a shipping destination outside of Hong Kong.
  • All prices on supernutrii.com are shown in U.S. dollars (USD). The price is exclusive of any import duties, taxes and shipping charges. Such fees will be calculated at the time of Checkout.
  • If you have any questions concerning your order and you currently live outside of Hong Kong, you must contact us via e-mail enquiry@supernutrii.com.

By ordering goods from this website, I hereby authorize a licensed customs broker chosen by the operator of the website to act as my agent and to transact business with the applicable border services agency to clear my merchandise, and account for applicable duties and taxes.

Disclaimer: No Returns - Due to shipping time frames for International customers, all Sales are Final. International Customers assume all risk and liability. Returns to Supernutrii warehouse will not be accepted for a refund or exchange.

ITEM AVAILABILITY

A product's availability is clearly noted on the Product Detail page as "In Stock", "Backordered" or "Pre-Order". Most items on our site are In Stock and ready to ship. Some items are either temporarily out-of-stock or are not available for shipment until a specific date. For more information, please read the details below.

 

In-Stock Items

Most orders for In-Stock items begin the order process as soon as your online purchase is completed. Your In-Stock item will be shipped once the item is located in stock, your payment is approved, and the receiving address is verified. You will not be charged for any item until it is shipped to you. 

 

After your order leaves our warehouse, delivery times vary according to the shipping method you select during checkout and the location of your shipping address.

 

Pre-Orders

A product that is on pre-order status will ship as soon as it becomes available. Please keep in mind that the arrival date is an estimated time frame and is subject to change. We will not charge your credit card until the item ships.

 

Backorders

A backordered item ships as soon as it becomes available. Please keep in mind that the arrival date is an estimated time frame and is subject to change.

 

We will not charge your credit card until the item ships. We cannot guarantee that the backorder will be filled. If the backordered item is no longer available, we will cancel the item from your order and notify you via e-mail. 

 
SHIPPING RULES AND RESTRICTIONS

  • Orders are shipped on business days only. Business days are Monday-Friday, excluding observed holidays within Hong Kong.
  • Please e-mail enquiry@supernutrii.com if you have any questions.

How do I track my order?

 

Got a Supernutrii account? 

Log into your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information here. 

I don't have a Supernutrii account yet

As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched. 

*Please note, tracking can take around 24-48 hours to update after dispatch 

How is order status different from tracking information?

The status of your order is supplied by www.supernutrii.com, and represents what is happening with your order between the time you place it and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as SF Express or DHL Express) that may provide tracking information until your order is delivered*. The tracking information is available on their website when it becomes available.

 

www.sf-express.com

www.dhl.com

 

*Tracking information may not be available for up to 3 full business days after an item is shipped from our warehouse.

 

 

Payment

Need Help?

If you have any questions or need help with your account, you may contact us to assist you.

To contact our Customer Service Department by e-mail enquiry@supernutrii.com.

How do I track my order?

Got a Supernutri account? 

Log into your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information here. 


I don't have a Supernutri account yet

As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched. 

*Please note, tracking can take around 24-48 hours to update after dispatch.

I have received a faulty item

In the event you have received a defective item, please contact us immediately with the following information:  

  • Your order number (found on the original order confirmation)
  • Which item is damaged
  • A description
  • Photographic evidence

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!

All claims for parcels arriving damaged must be made within 7 days of the delivery date.

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

You have sent me the wrong item

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:  

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in its place
  • A clear photograph of the item you have received, including logo 

Once we've received the above info, our Customer Support team will get this sorted for you ASAP! 

You may be asked to return the incorrect item back to us through our returns process. How do I return an item?

All claims for orders arriving without the correct/missing items must be made within 7 days of the delivery date.

My Supernutrii Account 

Getting an error message trying to log into your account? Please check the following:

  • Check you’re using the same email address you used to sign up
  • On the bottom right of the main website, there is a small flag where you select which store to shop on, ensure you’re on the correct store as your login is unique to your location
  • Have you just forgotten your password? Follow this link to reset your password 

If all else fails, get in touch with support and we’ll look into it a little further for you!

 

Can you delete my Supernutrii account?

We’ll be sad to see you go, but please get in touch via our contact form by hitting one of the options below and a member of the team will advise of the next steps to take.