SHIPPING POLICY

1. ORDER PROCESSING

We aim to process all orders within 1–3 business days (excluding weekends and public holidays in Singapore). Once your order has been processed, you will receive a confirmation email.

Please note that the confirmation email may occasionally be filtered into your junk or spam folder.

During periods of high volume, supply constraints, or other unforeseen circumstances, processing times may be slightly extended. Please contact us if you have not heard back regarding your order within 5 business days. We appreciate your patience as our team works diligently to prepare and dispatch your order as quickly as possible.

2. SHIPPING RATES & DELIVERY ESTIMATES

Shipping fees are calculated at checkout based on the delivery location and/or order weight, using the higher of the actual or volumetric weight. Estimated delivery timelines:

  • Singapore: 2–5 business days
  • Hong Kong: 7–14 business days (depending on destination)

Please note that the delivery timelines set out above are our best estimates only. Delivery times may be affected by customs clearance, courier delays, or other unforeseen circumstances.

The shipping cost varies depending on the destination and is calculated at checkout once you enter your address.

Please note that neither KOKA nor our shipping partners will be responsible for any loss or damage to your order if it has been left with a third party or at an unattended location under your authorisation.

3. DAMAGED OR INCORRECT ORDERS

If you encounter any issues with your order, please contact us within 48 hours of receipt of delivery. Kindly provide the following:

  • Order number
  • Photos of the outer packaging
  • Photos of the inner packaging
  • Photos of the affected product(s)
  • Photos of the batch code/expiry date printed on the packaging

For more information, please refer to our Returns Policy.

4. ADDITIONAL SHIPPING NOTES

  • Delays Requested by Customers
    It is the customer’s responsibility to ensure availability to receive the package once it has been shipped. We are unable to delay, hold, or time shipments. If you know you will be unavailable to receive your order, we recommend cancelling it and placing a new one when you are ready to accept delivery.
    We are not responsible for any loss, theft, or damage that occurs if a package is delivered while the customer is unavailable.
    Additionally, if the customer is unable to inspect and report a damaged item within the 48-hour post-delivery window, we will unfortunately be unable to accommodate a replacement or refund request.
  • Combining Shipments
    We are unable to combine multiple orders after they have been placed. Please ensure all items are purchased in a single order if you wish to consolidate shipping costs.
  • Adding Items to an Existing Order
    We will not be able to add items to an existing order. If you wish to add items to an order already made, we would recommend either cancelling the original order and placing a new one, or placing a separate order for just the additional items.
  • Cancelling Your Order
    Orders may be cancelled only before they are processed. Once an order has been packed and handed over to the courier, cancellations will no longer be possible. If you wish to cancel your order, please contact us as soon as possible, and we will do our best to assist if the order has not yet been dispatched.
  • Modifying Your Order Information
    Customers may request changes to their shipping address after placing the order. While we will do our best to accommodate any such changes, updates are not guaranteed as orders may be processed and shipped before requests are reviewed.

We strongly recommend double-checking all shipping details before completing your purchase. KOKA takes no responsibility for any loss arising from a customers’ provision of incorrect shipping details.

5. OVERSEAS SHIPPING

We currently offer international shipping to Hong Kong only. Please refer above for the estimated times for delivery.

6. CUSTOMS, DUTIES & TAXES (INTERNATIONAL CUSTOMERS PLEASE READ)

We operate under a clear "No Surprise" delivery model for the majority of our international destinations. By placing an order, you agree to the following terms and conditions.

A. Shipping Terms & Payment Responsibilities

  • Delivered Duty Unpaid (DDU) – Hong Kong ONLY
    As Hong Kong is a free port with 0% import duties on our products, your order is shipped DDU. You will not be charged taxes at checkout, and in almost all cases, no payment is required upon delivery.
    Exceptions: If any rare local administrative or customs charges occur, they are the sole responsibility of the customer and must be paid to the courier upon delivery.
  • Delivered Duty Paid (DDP) – USA, Australia, Canada, Malaysia
    For regions with mandatory taxes or recent tariff changes, we ship DDP. We prepay all duties, 2026 reciprocal tariffs, and UPS brokerage fees on your behalf. You will not be required to pay any additional fees to the courier or customs at the time of delivery.

B. Regulatory Compliance & Biosecurity

All products are shelf-stable, commercially packaged, and comply with current 2026 food import safety standards.

  • Inspections: Customs authorities (especially in Australia and the USA) reserve the right to perform mandatory inspections. We are not liable for packages opened, delayed, or marked with "Customs Inspected" tape by local authorities.
  • Seizures: While our products are pre-screened for compliance, we cannot override the discretionary decisions of local biosecurity officers. In the event of a seizure or refusal of entry by your local government, the order is considered non-refundable.

C. Refused or Undeliverable Shipments

 To protect our ability to offer DDP services, the following rules apply to refused packages:

  1. Non-Refundable Costs: If a shipment is refused by the receiver or cannot be delivered after multiple attempts, the original shipping fee and prepaid duties/taxes are strictly non-refundable.
  2. Return Surcharges: The cost of return freight (billed by UPS at 2026 international rates) will be deducted from any potential product refund.
  3. Restocking Fee: A mandatory 20% restocking fee applies to all returned international orders to cover customs re-entry processing.
  4. Disposal: If return shipping costs exceed the order value, we will instruct the carrier to abandon the package. In this case, no refund will be issued.

7. CONTACT US

For any shipping-related inquiries, including delivery status, changes, or issues with your order, please contact our customer service team:

Email: enquiry@tathui.com
Business Hours: Monday–Friday, 9:00 AM – 6:00 PM