Shipping & Delivery Policy
At On The Wagon Kombucha, we deliver our kombucha chilled so it reaches you fresh, lively, and ready to enjoy.
Our kombucha is raw, live, and naturally carbonated, so please place your bottles back in the fridge within the same day of delivery.
Minimum Order
Our online minimum order is 6 bottles.
Free Wednesday Delivery
Wednesday is our main free delivery day.
On Wednesdays, our On The Wagon delivery team delivers to many of the more built-up areas of Hong Kong Island and Kowloon. Delivery routes vary each week, so we are unable to guarantee an exact delivery time.
For best results, please place your order by Wednesday 9:00am for same-week Wednesday delivery. Later orders will be handled as best we can on the day.
Some addresses, including remote areas and some parts of Hong Kong Island, Kowloon, and the New Territories, are served by SF Express.
Express Delivery
Express Delivery is available on our website for a small additional fee shown at checkout.
Express orders are usually delivered by SF Express Refrigerated.
We do our best to dispatch Express orders as soon as possible, usually Monday to Friday. Orders placed late on Friday, over the weekend, or during a public holiday may not be dispatched until the next working day.
In many cases, SF Express refrigerated deliveries arrive the next day after dispatch, but delivery timing depends on SF Express and cannot be guaranteed.
Delivery Areas
We deliver throughout much of Hong Kong using a combination of our own On The Wagon delivery team and SF Express Refrigerated.
Our own delivery team usually covers many built-up areas of Hong Kong Island and Kowloon.
SF Express Refrigerated is generally used for:
- New Territories
- Outlying Islands
- Remote areas
- Some less central areas of Hong Kong Island and Kowloon
- SF Express refrigerated lockers, where available
Some very remote locations may not be available for delivery, depending on SF Express service limitations.
We can usually deliver to residential addresses, commercial addresses, offices, hotels, clubhouses, and reception/concierge desks, subject to access and building restrictions.
Cut-Off Times
For free Wednesday delivery, please place your order by Wednesday 9:00am.
For addresses served by SF Express or more remote delivery areas, orders placed after Tuesday 5:00pm may arrive on Thursday or later.
These timings are provided as a guide. We will always do our best to dispatch your order as soon as possible according to the delivery option selected at checkout, but delivery times may vary depending on route planning, building access, SF Express schedules, public holidays, weather, and other operational factors.
If your delivery timing is critical, please contact us by WhatsApp before placing your order and we will let you know what is realistically possible.
If You Are Not Home
We try to make delivery as seamless and straightforward as possible, and we do our best not to disturb you with unnecessary phone calls during the day.
For On The Wagon team deliveries, if you are not home, we may leave your order at your door, with your concierge, security desk, reception, or another safe location, subject to building access and restrictions.
If we cannot access your building and cannot contact you, your delivery may be delayed.
For buildings without a concierge or where access is difficult, please provide access instructions when placing your order, or send them to us by WhatsApp.
For SF Express deliveries, SF Express will usually contact you directly. You may be able to authorise SF Express to leave your order at your door, with your concierge, or at another suitable location.
Because our kombucha is delivered chilled, please place your bottles back in the fridge within the same day of delivery.
Chilled Delivery & Storage
Our kombucha is delivered chilled.
It does not need to be placed in the fridge the instant it arrives, so there is no need to worry if it is left safely at your door or concierge for a short period. However, because it is raw, live, and naturally carbonated, it must be refrigerated within the same day of delivery.
Keep your kombucha refrigerated, and open carefully.
Same-Day or Custom Delivery Requests
Same-day delivery may be available on a case-by-case basis.
If you need same-day delivery, urgent delivery, a large order, or a custom arrangement for an event or corporate order, please contact us by WhatsApp before ordering so we can confirm availability and any delivery cost.
We will always do our best to help where possible.
Packaging
On The Wagon team deliveries are usually delivered in our cooler bags.
SF Express deliveries are packed in cardboard boxes suitable for refrigerated courier delivery.
Subscriptions follow the same delivery and packaging process as regular online orders, depending on your address and delivery method.
Bottle Returns
Bottle returns are optional, but highly encouraged.
For On The Wagon team deliveries, you can return empty bottles on a future delivery. Please rinse the bottles, cap them, remove the small seal sticker, and leave the main label on. Bottles can be placed back into the cooler bags for collection.
For SF Express areas, please keep the original packaging where possible. Once you have accumulated 24 or more empty bottles, contact us and we can help arrange the return process. Bottles must be packed securely before collection.
For full details, please see our Bottle Returns page.
Delivery Questions
For the fastest response, please contact us by WhatsApp:
You can also email us at:
cheers@onthewagonhk.com
