FAQ About Shipping

General Delivery Time and Shipping Costs

After an order is placed, ROBINMAY will ship the items within 3-5 business days from the time of order placement. This excludes weekends and national holidays

Please Note:

1. Shipping times may be affected by factors such as product unavailability, pre-order items, weekends, consecutive holidays, major festivals, and international events. Our warehouse department strives to deliver packages to you as swiftly as possible. If there are delays due to circumstances beyond our control or significant events, we appreciate your understanding.
2. If you encounter any issues with your order, you can contact our online customer service team through the chatbox in the lower right corner of our official website (marked as '...') or send a private message to ROBINMAY's Facebook page. When reaching out, please provide your 'order number' and 'mobile number’' to assist our online customer service team in addressing your concerns more accurately

ROBINMAY supports delivery to 7-11 and FamilyMart convenience stores. The shipping fee for convenience store pickup is NTD$80.
Provide your real name and mobile phone number as the "Receiver's Name" and "Receiver's Phone Number" in the "Delivery Information" section during checkout to ensure smooth delivery.

Few things to keep in mind:

1. Remember to bring an 'ID that matches the receiver's name' when picking up your package at the convenience store.
2. Shipping fees cannot be covered by store credits.
3. The actual available pickup convenience store should follow the convenience store system displayed during the process.
4. If an order cannot be shipped normally due to size limitations, our online customer service team will notify you and assist in processing the order.
5. If you encounter any issues with your order, you can contact our online customer service team through the chatbox in the lower right corner of our official website (marked as '...') or send a private message to ROBINMAY's Facebook page. When reaching out, please provide your 'order number' and 'mobile number' to assist our online customer service team in addressing your concerns more accurately.
6. If you fail to pick up your order from the convenience store on two occasions within a year, ROBINMAY reserves the right to list your member account in the blacklist. This would result in the loss of any privileges and benefits on our official website, and your account may be denied access to our website services.

ROBINMAY offers support for home delivery through HCT Logistics in Taiwan. Shipping fee to the main island of Taiwan is NTD$150 and is NTD$220 for selected areas in outlying islands such as Penghu, Kinmen and Matsu.

Provide your real name and mobile phone number as the "Receiver's Name" and "Receiver's Phone Number" in the "Delivery Information" section during checkout to ensure smooth delivery.
 

Please Note:

1. Shipping fees cannot be covered by store credits.
2. The delivery service is only available in selected area in outlying islands as below：
   Specific regions in Penghu：Magong City, Wang’an Township, Qimei Township, Baisha Township, Huxi Township.
   Specific regions in Kinmen：Jinsha Township, Jinhu Township, Jinning Township, Jincheng Township, Lieyu Township, Wuqiu Township.
   Specific regions in Matsu(Also known as Lienchaing County)：Nangan Township, Beigan Township, Dungiu Township, Xiju Township, Dongyin Township.
3. If you encounter any issues with your order, you can contact our online customer service team through the chatbox in the lower right corner of our official website (marked as '...') or send a private message to ROBINMAY's Facebook page. When reaching out, please provide your 'order number' and 'mobile number' to assist our online customer service team in addressing your concerns more accurately.

ROBINMAY provides the following delivery options for overseas orders：

Please Note:

1. The system will calculate shipping fees based on package dimensions and the delivery location. By completing the checkout, you agree to the shipping fee calculation method and the handling of customs/logistics fees.
2. Due to periodic adjustments by various shipping companies, the actual shipping fee will be based on what is displayed during checkout. Import duties and fees vary by country, and any customs duties or additional charges for remote areas will be the responsibility of the buyer upon package receipt.
3. Delivery times do not include holidays, and shipping may be delayed on holidays (weekends/official holidays) or due to customs inspections.
4. Delivery times will vary depending on actual circumstances. The above shipping times are for reference purposes only.
5. If you have any questions, you can contact our online customer service team through the chatbox in the lower right corner of our official website (marked as '...') or send a private message to ROBINMAY's Facebook page. Please provide your 'order number' and 'mobile number' to assist our online customer service team in addressing your concerns more accurately.
6. In cases where a package cannot be delivered due to incorrect recipient information, no one is available to sign for the package, or the package is refused, resulting in it being returned, we will directly cancel the entire order. Please note that no refunds will be issued in such situations.

Currently, ROBINMAY does not offer the option to specify a delivery time.

If you need to update the shipping information for your order, please do so during Monday to Friday, between 09:00 - 16:00 (GMT+8). You can contact our online customer service team via the chatbox in the lower right corner of our official website (marked as '...') or send a private message to ROBINMAY's Facebook page to request the changes.

When requesting changes to your order with our online customer service team, please provide your 'order number' and the 'mobile number.' Our online customer service team will verify with the relevant department. Please note our Customer team's decision will be final on all matters and disputes related to the issue requested.

Please Note:

1. Once the shipping process for an order package is arranged, we are unable to further assist you by changing the shipping address.
2. Overseas order deliveries involve complex logistics and are associated with higher costs. It's essential to provide accurate recipient information. After order confirmation, we cannot modify the shipping address, recipient, or any order details.

• For deliveries within Taiwan using the 'Convenience Store Pickup' shipping method, you will receive an SMS notification on your mobile phone after the package arrives at the store, prompting you to pick it up.
• When using 'Convenience Store Pickup,' please make sure to carry identification matching the 'recipient's name' to avoid disputes during package collection.
• If an order exceeds the pickup period or is refused and returned, the package will automatically be returned, and a record of an uncollected package will be logged. If this occurs twice or more, you will no longer be able to use this shipping method for ordering, and your account may be automatically blacklisted. Please be aware of this policy.
• If there are any issues during the shipping of your package, our customer service team will contact you through the order communication on our official website.
• If you have any questions or concerns, please don't hesitate to reach out to our online customer service team through the chatbox in the lower right corner of our official website or via ROBINMAY's Facebook page. Kindly provide your 'order number' and 'purchaser's mobile phone number' to assist our online customer service team in addressing your inquiry more accurately.

Tracking Orders

1. Click here to log in to your member account.
2. After logging in, go to the 'Orders' page. Select the order you wish to track.
3. Click 'View' on the right side of the order to access detailed order information.
4. Once you're in the order details, check the 'Order Status' under 'Order Information' section to see the current status of your order.

1. Click here to log in to your member account.
2. After logging in, go to the 'Orders' page. Select the order you wish to track the shipment for.
3. Click 'View' on the right side of the order to access detailed order information.
4. Once you're in the Orders information, check the Delivery Status' under 'Order Detail' to monitor the shipping progress.
5. If the ‘Delivery Status' is marked as 'Shipped,' you will find a 'Delivery Number' or 'Parcel Tracking Number.' Simply click on 'Logistics Tracking' under the shipping method, and you will be directed to the online tracking system of the shipping company.

If you've received an official shipping notification for your order and haven't received your items within 5-7 working days, please reach out to our online customer service team through the chatbox in the lower right corner of our official website or via ROBINMAY's Facebook page. When inquiring, please provide your order's 'Order Number' and the 'Buyer's Mobile Number' to help our online customer service team assist you more accurately.

Yes, 'Convenience Store Pickup' orders come with a pickup deadline. When your order arrives at the selected convenience store for pickup, you have 7 days from the arrival date to pick it up. For example, if your package arrives at a 7/11 store, you'll need to pick it up by 7/18.

The system will send you an email and SMS notification when your package arrives at the pickup store to remind you to collect your order.
 
Please Note:

1. If you fail to pick up your order twice within a year, ROBINMAY reserves the right to place your member account on the transaction blacklist, which will result in the loss of any website benefits and privileges, and your account's use of the website's services will be refused.

If you fail to collect your package within the designated convenience store pickup period (Package Arrival + 7 days), the package will be returned from the pickup location. You'll need to place a new order.

Please Note:

1. If you don't pick up your package two times in a year, ROBINMAY reserves the right to blacklist your member account. This means you won't be able to enjoy any discounts or benefits on our official website, and your account may be denied access to our website services."

If your order contains pre-order items, we will ship them in the order they become available, and we can't specify the shipping date. Please watch for shipping notifications.
 

Please Note:

1. If your order includes both in-stock and pre-order items, they will not be shipped separately.
2. If pre-order items can't be delivered or are out of stock, our customer service will contact you via email. Please stay updated on the related information.
3. The actual shipping date of pre-order items may vary depending on the product's status, and if they arrive earlier, they will be shipped ahead of schedule.