Question 1

How long does delivery take?

Accepted Answer

Chilled and live orders land in most Greater China and Asian cities within 48–72 hours of dispatch. Pantry items such as honey and wine ship 3–6 business days by air.

Question 2

Which cities do you deliver to?

Accepted Answer

Hong Kong, Shanghai, Beijing, Guangzhou, Shenzhen, Chengdu, Singapore, Kuala Lumpur, Tokyo and Seoul are on the scheduled cold-chain network. Other destinations are quoted at checkout.

Question 3

How much is freight and duty?

Accepted Answer

Cold-chain freight is a flat A$39 per box and an estimated 10% import duty is calculated at checkout, so there is nothing to pay on arrival.

Question 4

Can I track my order?

Accepted Answer

Yes. Every order has a live tracker on the Track order page showing packing, blast-chilling, flight departure and last-mile delivery, updated from the carrier and our warehouse.

Question 5

How do you keep produce fresh in transit?

Accepted Answer

Seafood is blast-chilled or snap-frozen within hours of harvest and packed with gel ice in an insulated Snazzi box. The box holds temperature for up to 96 hours.

Question 6

Is the temperature monitored?

Accepted Answer

Every chilled box carries an IoT temperature logger. The full temperature curve is attached to your order and visible on the tracking page after delivery.

Question 7

What if the cold chain is broken?

Accepted Answer

If the logger shows the chain was broken, or the goods arrive out of condition, we refund that line in full — no need to return the product. Just send a photo within 24 hours of delivery.

Question 8

Can I return perishable goods?

Accepted Answer

Perishables cannot be returned for food-safety reasons, but they are fully covered by our freshness guarantee — report an issue within 24 hours of delivery with photos and we refund or replace.

Question 9

How long do refunds take?

Accepted Answer

Approved refunds are issued to the original payment method within 1–2 business days. Alipay and WeChat Pay usually post the same day; cards take 3–5 business days to appear.

Question 10

Can I cancel or change an order?

Accepted Answer

Yes, free of charge any time before the order enters blast-chilling. After that the goods are already allocated to a flight and only the freshness guarantee applies.

Question 11

Which payment methods can I use?

Accepted Answer

Alipay, WeChat Pay, UnionPay, Visa/Mastercard, PayPal and Afterpay. All payments are processed on Shopify's PCI-DSS certified checkout — Snazzi never stores card details.

Question 12

When is my card charged?

Accepted Answer

At the moment the order is placed. The order page and tracking page update to Paid as soon as the payment gateway confirms it.

Frequently asked questions

Shipping & delivery

Cold-chain freshness

Refunds & returns

Payment

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