Overview

Welcome to New Star Energy Co., Ltd.! The terms "we", "us", and "our" refer to New Star Energy Co., Ltd. New Star Energy Co., Ltd. operates this store and website, including all related information, content, functions, tools, products, and services, aiming to provide you (the customer) with a carefully crafted shopping experience (hereinafter referred to as the "Service"). New Star Energy Co., Ltd. is technically supported by Shopify, enabling us to provide services to you.

The following terms and conditions, as well as any policies referenced in these Terms of Service (collectively referred to as these "Terms of Service" or "Terms"), outline your rights and responsibilities when using the Service.

Please read these Terms of Service carefully, as they contain important information about your legal rights, including disclaimers and limitations of liability.

By visiting, interacting with, or using our Service, you agree to be bound by these Terms of Service and our Privacy Policy [link]. If you do not agree to these Terms of Service or the Privacy Policy, please do not use or access our Service.

Terms and Conditions Menu

Shipping Terms and Conditions

A. Order Fulfillment and Delivery Time

In-Stock Items
a. In-stock items will generally be delivered within3–7 working days* after order confirmation (including payment confirmation), excluding the day the order is placed. For remote areas or Macau (applicable to some products), delivery time may be longer. You can check and track your order status via the email sent to you after shipment.

Pre-Order Items

a. Pre-orders typically take4–6 weeks (excluding weekends and public holidays) for fulfillment. Once the items arrive, we will arrange shipment as soon as possible. You will receive an email notification of dispatch, and the items will be delivered to the address provided at checkout.

Customers with Two or More Pre-Order Items

a. If items in an order have different fulfillment timelines, all items will be shipped together by default once the last item becomes available (based on the fulfillment date of the final item).b. If you wish to collect part of your order in advance, please contact our customer service team. Separate shipments may incur additional shipping fees.c. An order will be marked as "Completed" only after all items in the order have been delivered.Please note that delivery times may vary by courier and region. If delivery is delayed due to courier issues, returns or refunds will be accepted.

Large Items

Large items will only be delivered to your doorstep. For alternative logistics arrangements, please contact our customer service officer for fee details.

Delivery Service Hours

Monday to Friday: 9:30 AM to 6:00 PM (excluding Saturdays, Sundays, and public holidays)

Delivery Coverage Areas

Hong Kong Island, Kowloon, New Territories (including Ma Wan), and designated areas of Lantau Island (including Tung Chung, Discovery Bay, and Chek Lap Kok)**An additional surcharge applies for deliveries to outlying islands (e.g., Lamma Island, Peng Chau, Cheung Chau, Mui Wo, Pui O, Cheung Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery, and Tai O) and areas where delivery vehicles are prohibited.
B. Delivery Methods

1. In-Store Pickup

a. You will receive an email notification once your items are ready for pickup, and you can collect them at our store.

b. Please present your order number/email/phone number for verification and sign for confirmation upon collection.*

Store Address: Shop D, G/F, Hoi Shun Building, 96 Hop Yick Road, Yuen Long
Business Hours: Monday to Friday: 9:30 AM – 12:00 PM; 2:00 PM – 6:00 PM | Closed on Saturdays, Sundays, and public holidays

*Due to limited in-store storage, items must be collected within 14 days of the arrival notification, or a pickup date must be specified in advance.

2. SF Express

SF Express Service Point/SF Locker

  1. After shipment, SF Express will send an SMS pickup notification to the recipient. Please present the SMS to SF Express staff when collecting your items.

SF Express Home/Office Delivery

  1. Items will be automatically shipped to the registered residential or office address (please ensure the address provided is accurate).
  2. SF Express staff will contact you to arrange delivery.*If the delivery address is not accessible by elevator, SF Express may charge an additional service fee.
  3. SF Express staff will deliver during the scheduled time slot. Please present your order details and sign for confirmation upon receipt.


3. Home Delivery

a. Home delivery is only available Monday to Friday, 9:30 AM to 6:00 PM (excluding Saturdays, Sundays, and public holidays).

b. Home delivery is limited to specific areas in Hong Kong. It is not available for locations outside Hong Kong, outlying islands (Cheung Chau, Lamma Island, Peng Chau, etc.), remote areas (including Ma Wan, Tung Chung, Airport, etc.), and buildings without elevator access.

*Some large home appliances may not be deliverable to remote areas. For details, please contact our customer service officer.

*For walk-up buildings (tenement buildings), additional stair-carrying and handling fees may apply, determined by the delivery personnel based on actual conditions.
C. Shipping Fee Calculation

1. Regional Fees

a. Free shipping is available for orders with a total amount of HK$100 or above within Hong Kong.

b. No delivery service is provided for overseas regions. For inquiries, please contact our customer service team.


Order Subtotal (after discount)
Below HK$100, shipping free HK$30
HK$100 or above, free shipping

*The above fees apply only to standard delivery. Additional charges will apply for special services such as stair-carrying or navigating obstacles.

2. Special Delivery Arrangements
a. Delivery services do not include fees for remote areas*, stair-carrying, or navigating obstacles, all of which will incur separate charges.

b. For special delivery services, the delivery personnel will collect additional fees from the customer based on actual circumstances.

c. Locations inaccessible to delivery vehicles: We will not be responsible for delivery to outlying islands or areas where the environment prevents safe delivery of goods.

Please confirm any changes with our customer service team in advance when scheduling delivery.


*Shipping fees for remote areas will be quoted separately. In case of disputes, the final decision of NEW STAR ENERGY LIMITED shall prevail.
D. Additional Notes
  1. Hong Kong delivery services apply to commercial and residential addresses only. Delivery to PO boxes, construction sites, logistics warehouses, or transit warehouses is not accepted.

  2. Delivery services may be suspended or delayed due to weather, traffic, regional restrictions, or other factors, and a new delivery time will be arranged accordingly.

  3. After payment is completed, we will arrange shipment during business hours as soon as possible. Once items are dispatched, you will receive an automated email with the shipment date and tracking number at the email address provided at checkout.

  4. A signature is required upon delivery of goods. If no one is available to sign for the delivery at the recipient’s address, you may request redelivery, and all redelivery fees will be borne by the recipient.

  5. If you agree to have goods handed over via a building management office/reception desk, NEW STAR ENERGY LIMITED will not be liable for any loss or damage to the goods once delivered to such location.

  6. The company shall not be liable for any indirect damages resulting from delays or loss of goods during shipping.

  7. Our delivery staff are not responsible for inspecting goods upon delivery. If you have questions about the items, please contact customer service for assistance.

  8. Please inspect your goods upon receipt. If damage is found, take photos (of both the packaging and the item) and either reject the delivery directly or request return to the sender.

  9. The delivery address is based on the information provided by the customer. We will not be responsible for delays or loss of goods due to inaccurate address information.

  10. If the items received do not match the order in terms of type or quantity, please contact our customer service department within 2 working days of receipt. We will verify the delivery process with the logistics company and pursue compensation from them if the loss or damage occurred during their delivery. We reserve the right to decline further assistance for claims made after this timeframe.

  11. For undelivered orders, we will contact you via email/phone to arrange redelivery, with a minimum redelivery fee of HK$30 applicable.

  12. All order fulfillment is subject to product availability. If we are unable to provide any product or service in your order, we will notify you by phone or email prior to delivery or pickup.

  13. For other terms and conditions regarding the use of this website or shopping, please refer to our Terms and Conditions.

  14. Additional packaging fees may apply if special packaging requirements are requested.

  15. The company reserves the right to modify the above fees and terms at any time without prior notice.

  16. In case of any disputes, the company reserves the final decision-making right.