Shipping policy

Pinotera Limited — Logistics & Fulfillment Policy
Last Updated: May 19, 2026
At Pinotera Limited, we prioritize the secure handling, temperature-controlled integrity, and efficient transit of your fine wine, champagne, and spirit selections. This Logistics & Fulfillment Policy outlines our distribution frameworks, service fees, structural parameters, and age-verification mandates.
By confirming an allocation or completing a transaction on www.pinotera.com, you explicitly acknowledge and consent to the operational terms detailed below.
1. Authorized Geographic Zones

• Local Shipments: Physical product distribution is strictly confined to valid, structural addresses situated within the boundaries of the Hong Kong Special Administrative Region (HKSAR).
  
• International Export Exclusion: We do not offer cross-border shipping, international freight, or export logistics outside of Hong Kong at this time.
  
• Excluded Destinations: Our delivery channels are unable to service PO Boxes, marine structures, or highly restricted customs/government zones where commercial delivery vehicle access is legally prohibited.
  

2. Service Surcharges and Order Thresholds

• Complimentary Shipping Tier: Standard shipping charges are entirely waived for any individual transaction or private client allocation that reaches a net value equal to or exceeding HKD $800.
  
• Standard Logistics Fee: Orders or private invoices valued under the HKD $800 threshold will be assessed a flat shipping and administrative handling fee of HKD $250, applied directly at checkout.
  
• Special Handling Additions (Remote Areas & Non-Elevator Structures): Pinotera Limited explicitly reserves the right to levy incremental transport fees for structurally challenging addresses. This includes outlying islands, remote village terrain, or buildings lacking operational elevator machinery (requiring transit personnel to manually ascend staircases with heavy boxes). You will be explicitly notified of any special surcharges before your consignment departs our climate-controlled warehouse.
  

3. Processing Intervals and Estimated Timelines

• Standard Delivery Windows: We endeavor to prepare, clear, and deliver your consignment within our standard estimated business days following the generation of your formal order confirmation and payment clearance.
  
• Fulfillment Schedule: Warehouse operations run strictly from Monday through Friday. Purchase requests or allocation settlements completed on Saturdays, Sundays, or statutory Hong Kong public holidays will be systematically placed into our fulfillment queue on the subsequent working day.
  
• Delay Disclaimer: All stated fulfillment intervals are non-binding estimates. Pinotera Limited accepts no statutory or financial liability for distribution delays stemming from sudden allocation deficits, courier capacity drops, or macro-logistics bottlenecks.
  

4. Courier Delivery Hours

• Standard Operational Hours: Deliveries are carried out between 9:00 AM and 7:00 PM, Monday through Saturday. No logistics operations are scheduled for Sundays or public holidays.
  
• Time-Specific Delivery Requests: While you may note specialized timing preferences or gate instructions via our mobile desk at the time of order confirmation, Pinotera Limited cannot guarantee that our external courier networks will hit precise minute-to-minute intervals. We will, however, relay these details to the driver to optimize your drop-off.
  

5. Legal Age Gate Verification and Mandatory Signature

• Statutory Compliance (Under-18 Regulation): In strict compliance with HKSAR statutory laws, intoxicating liquor will not under any circumstances be sold, supplied, or physically handed over to any individual under the age of 18.
  
• Identity Auditing: Upon arrival, courier personnel maintain an absolute legal right to demand the presentation of valid, government-issued photo identification (such as a Hong Kong Identity Card or international Passport) to verify the recipient’s legal age.
  
• Hand-Signed Delivery Mandate: All shipments require a physical signature upon receipt by an adult aged 18 or older. Consignments containing alcohol will never be left unattended at entrance steps, building entry points, or with residential concierge counters without an explicit signature from a verified adult. If age-verification criteria are not met, the delivery will be immediately withheld.
  

6. Commercial and Non-Residential Deliveries (Offices & Hotels)
For shipments routed to corporate workspaces, commercial plazas, hotels, or alternative public event spaces, it is the Buyer's sole operational responsibility to ensure that a designated, verified adult is physically present at the address during standard delivery hours to inspect and sign for the consignment.
7. Failed Delivery Attempts and Redelivery Assessments

• Unsuccessful Courier Drops: If a delivery attempt fails due to an absent recipient, incorrect or incomplete address coordinates provided by the customer, or a failure to produce valid age identification, the shipment will be securely returned to our central storage facility.
  
• Secondary Logistics Costs: In the event of a failed delivery caused by client unavailability, Pinotera Limited will contact you via mobile to establish an alternate drop-off date. The customer will be legally responsible for all subsequent delivery, warehouse storage, and administrative fees incurred during redelivery, irrespectively of whether the baseline order crossed the original HKD $800 free delivery threshold.
  

8. Passing of Risk and Inspection Upon Receipt

• Mandatory Examination: Customers (or their authorized delivery recipients) are required to carefully inspect all structural packaging, vintage labels, capsules, and seals immediately upon delivery. Any physical damage, leakage, or fulfillment discrepancy must be noted immediately to the courier.
  
• Passing of Liability: Once the delivery receipt is signed or the goods are accepted without immediate objection, all risk of loss, damage, structural breakage, or wine deterioration passes entirely to the customer. Pinotera Limited will entertain no subsequent claims for physical defects or external damage reported after delivery has been completed.
  

9. Severe Weather and Force Majeure Suspensions
The physical safety of our delivery teams and logistics partners is paramount. Upon the issuance of extreme weather alerts by the Hong Kong Observatory—including but not limited to Typhoon Signal No. 8 or above, Black Rainstorm Warnings, or severe regional flash flooding—all scheduled distribution operations will be immediately halted. Deliveries will be systematically queued and executed once regular environmental safety is restored. Pinotera Limited is entirely absolved of operational liability for delays linked to such Force Majeure events.
Fulfillment & Client Inquiries
If you need to adjust your delivery address, provide custom gate codes, or require immediate assistance regarding an active shipment in transit, please contact our management team exclusively via our mobile business line or at our physical headquarters:

• Mobile / WhatsApp: +852 6950 3700