FAQ for Delivery

General Delivery time & Shipping fees

As long as your orders are confirmed, ROBINMAY will ship them in order.

It takes 3-5 working days(bank holidays excluded) to delivery your parcel, yet might take longer if there are situation such as out-of-stock, pre-order items, weekend/long weekend, major festivals or crucial international events. Our warehousing team always try their best to process orders and make sure the parcels will be delivered to you safely at the earliest. Your understanding for the delay of delivery caused by major accidents would also be appreciated.

Should you have any question, contact our online customer service via " … " in the lower right of our official website with the "order no." and "email address provided by you when placing order" to help you clarify the issues accurately.

ROBINMAY provides 7-11 and FamilyMart In-store pickup. To receive your parcel without any issue or delay caused, please fill in the correct information such as "Recipient’s name", "Phone no." in the "Shipment information".

It takes 3-5 working days(regular holidays & bank holidays excluded) to delivery your parcel, yet might take longer if there are situation such as out-of-stock, pre-order items, weekend/long weekend, major festivals or crucial international events. Our warehousing team always try their best to process orders and make sure the parcels will be delivered to you safely at the earliest. Your understanding for the delay of delivery caused by major accidents would also be appreciated.

Things to keep in mind :

1. Remember to present your ID "in accordance with the recipient’s name" when picking up the parcel in convenience stores.
2. The shipping fee for In-store pickup service is NTD$ 80. Please be noted that our gift vouchers cannot be used for shipping fee !
3. When using the In-store pickup service, the options for pickup locations are automatically generated by convenience stores system.
4. Our online customer service will inform and assist you to process the order once the parcel is unable to be shipped due to dimension limitation.
5. Should you have any question, contact our online customer service via " … " in the lower right of our official website with the "order no." and "email address provided by you when placing order" to help you clarify the issues accurately.
6. ROBINMAY reserves the right to blacklist customers who reject the packages with no reason twice within a year. Customers whose membership account are terminated will be no longer allowed to access any service on official website.

ROBINMAY provides HCT Logistics in Taiwan. To receive your parcel without any issue or delay caused, please fill in the correct information such as "Recipient’s name", "Phone no." in the "Shipment information".

It takes 3-4 working days(regular holidays & bank holidays excluded) to delivery your parcel, yet might take longer if there are situation such as out-of-stock, pre-order items, weekend/long weekend, major festivals or crucial international events. Our warehousing team always try their best to process orders and make sure the parcels will be delivered to you safely at the earliest. Your understanding for the delay of delivery caused by major accidents would also be appreciated.

Things to keep in mind :

1. Shipping fee to main island of Taiwan is NTD$150 and is NTD$220 for selected area in outlying islands such as Penghu, Kinmen and Matsu. Please be noted that gift vouchers cannot be used to pay for shipping fee.
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. Should you have any question, contact our online customer service via " … " in the lower right of our official website with the "order no." and "email address provided by you when placing order" to help you clarify the issues accurately.

Unfortunately, ROBINMAY does not provide special delivery arrangement for customers for now. It takes 3-5 working days(regular holidays & bank holidays excluded) to delivery your parcel, yet might take longer if there are situation such as out-of-stock, pre-order items, weekend/long weekend, major festivals or crucial international events. Our warehousing team always try their best to process orders and make sure the parcels will be delivered to you safely at the earliest. Your understanding for the delay of delivery caused by major accidents would also be appreciated.

If you’re eager to get your order for some specific reason, contact our online customer service via " … " in the lower right of our official website. Our customer service team are with pleasure to direct you to our brick-and-mortar stores closest to where you are located to have your desired item.

Acceptable requests for amending orders are listed as below(oversea orders included)：

• Choice of item color
• Delivery address
• Choice of convenience store
• Recipient’s information

Orders can be amended only when the "order status" stays "open". Please contact our customer service via " … " in the lower right of our official website during Mon. to Fri., 09:00-16:00(GMT+8) for further assistance. Unfortunately, amendment of delivery address is no longer possible once the order has been shipped.

Please provide your "order no." and "email address provided by you when placing order" to our online customer service to expedite your amendment requests. We’ll review internally to see if requests are acceptable according to ROBINMAY’s policy, then reply to you by our online customer service.

ROBINMAY provides the following delivery options for oversea orders：

1. Hong Kong, Macao: Smart Locker, convenience stores/logistic stations
2. Hong Kong, Macao: S.F. Express
3. Singapore, Malaysia, Japan, Thailand：Home delivery partners

Please refer to FAQ for Oversea Members for more details.

• As long as your orders are confirmed, ROBINMAY will ship them in order.
• It takes 3-5 working days(bank holidays excluded) to delivery your parcel, yet might take longer if there are situation such as out-of-stock, pre-order items, weekend/long weekend, major festivals or crucial international events.
• Customers can pick up the parcels in convenience stores right after they receive a SMS sent to the cell phones numbers provided by customers.
• To prevent controversy caused, remember to present your ID "in accordance with the recipient’s name" when picking up the parcel in convenience stores.
• Whoever fails to collect the parcel before the deadline or reject the parcel with no reason will be remarked in our system and the parcel will be automatically returned to ROBINMAY and will not be shipped again. Customers will be blacklisted and no longer allowed to use specific delivery service once such behavior repeat more than two times.
• Our customer service will contact you the first thing when there is any delay in delivery.
• Should you have any question, contact our online customer service via " … " in the lower right of our official website with the "order no." and "email address provided by you when placing order" to help you clarify the issues accurately.

Tracking Orders

1. Click here to sign in to your account.
2. Head to "Orders" to select your order number.
3. Click the "Check" button for order details.
4. Check「Order Status」from "Delivery Information".
5. There will be a tracking number as long as the "Order Status" is shown "Shipped". Customers can also head to our logistic partners’ system to enter the tracking number to track the order.

Here’s how：

• Taiwan convenience stores：7-11, FamilyMart
• Taiwan home delivery：HCT Logistics
• Hong Kong/Macao：S.F. Express
• Singapore/Malaysia：Home delivery
• Japan/Thailand：Home delivery

If you don’t get your parcel in 3-5 working days after receiving our email notification shown "Shipped", contact our online customer service via FB or " … " in the lower right of our official website with the "order no." and "email address provided by you when placing order" to help you clarify the issues accurately.

Yes, there is a deadline for In-store pickup service in convenience stores. Customers need to pick up your parcels within 7 days starting from the day when the parcel is delivered to convenience stores, or the pickup service would be canceled. For example, if your parcel is delivered to 7-11 on July, 11th, you have to pick it up no later than July, 18th.

Customers will be notified by an email and a SMS when parcels are delivered to convenience stores.

ROBINMAY is asking for your kind understanding that we reserve the right to blacklist those membership accounts which belong to whoever fails to collect the parcel with no reason twice within a year. Also, the said customers will no longer be allowed to access any service on official website.

If customers fail to pick up parcels before deadline(within 7 days starting from the day when the parcel is delivered to convenience store), parcels will be returned to ROBINMAY. Therefore, customers need to place a new order to get their desired items.

ROBINMAY is asking for your kind understanding that we reserve the right to blacklist those membership accounts which belong to whoever fails to collect the parcel with no reason twice within a year. Also, the said customers will no longer be allowed to access any service on official website.

As soon as your pre-order items are in stock, ROBINMAY will ship them in order. We ask for your kind understanding that we don’t accept the request for special delivery arrangement. Therefore, stay informed of our shipping notification.

Things to keep in mind: 

1. Pre-order items will be shipped together with in-stock ones.
2. If pre-order items are unable to be shipped with specific reasons or out of stock, stay informed of email notifications sent by our online customer services.
3. The eventual delivery date will vary depending on the preparation of pre-order items. The items will be shipped as soon as they are ready.