FAQs

ORDERING

1. What if Items Are Out of Stock?
We will confirm your product availability during the checkout process. If any of your chosen products are found to be out of stock after your order has been placed, our customer team will contact you directly to cancel the item.

2. What Payment Methods Can I Use?
We accept credit cards payments through VISA and Mastercard for online purchases. In store, you may make your purchase by credit card through VISA and Mastercard, AlipayHK, WeChat Pay and Octopus card.

3. Where Can I Get Help With My Order?
If you encounter any troubleshooting during your purchase journey, please contact our customer team at enquiry@meatogo.com or call +852 23563883 for further any assistance.

4. How Can I View My Order Status and Details of My Previous Orders?
You may click on the “My Account” button located on the top of the page to check your order status and details of your previous orders once logged in to your profile. 

DELIVERY

1. What Are the Fees For Delivery?
There is a HKD$50 delivery fee on orders under HKD$450. For all orders above HKD$450, delivery is free of charge and will be delivered within two working days (Hong Kong Island, Kowloon and New Territories region) or within a week of order placement (Discovery Bay). Delivery to outlying islands and rural areas, including Cheung Chau, Lantau Island (except Discovery Bay).

2. When Will I Receive My Order?

If your order is placed by 12PM, next day delivery is available. Otherwise, delivery will be made within two working days of order placement.

Currently, delivery service is only available from Monday to Saturday between 10AM to 7PM. In case of bad weather, traffic and other unforeseen circumstances, deliveries may be suspended or delayed and rescheduling arrangements will be made. For details please refer to our “Order and Delivery” section.

3. What Happens if No One Is Home When the Order Is Being Delivered?

Customers are responsible to ensure someone is available at the specified location to receive the scheduled delivery.
Meatogo would like to remind customers to keep your contact number accessible as our delivery partner will make every effort to deliver your order within the stated time.

In the event that we are unable to reach you at the time of delivery, we will leave the order outside your door or with the security guard. While we will provide all reasonable care to your order, in such cases, we cannot guarantee that the order will be kept at optimal storage temperature. Therefore, do note that we will not be liable for any loss or damage to your order. If you need to reschedule the delivery, there will be an additional charge of HK$50 plus any other expenses that may incur. For details please refer to our “Order and Delivery” section.

4. Can I Change the Preferred Delivery Time for My Order?

If you need to reschedule the delivery, you will be responsible for an additional charge of HKD$50 and all other expenses that may incur.

5. I’m Unsatisfied With Some Items / There’s Some Items Missing, How Can I Get a Refund or Exchange?

Customers are responsible to ensure all items are received upon delivery. If there are products missing or if you’re unsatisfied with any item(s), please contact our office +852 2356 3883 or report to our logistic partners immediately, otherwise the transaction will be considered as completed and no refund or exchange can be arranged.

GENERAL

1. Why Should I Register as a Member?
Become a member to: 1. Receive regular newsletters and enjoy exclusive members only privileges and offers. 2. Save time by avoiding re-entry of personal and delivery information for each order.

2. Store Opening Hours and Address

3. Upon Receiving My Order, How Do I Store My Goods?
To store the frozen meat, simply remove all outer packaging and store all vacuum-sealed frozen meat in a freezer below -18°C. For other products, please check the instructions on the individual packaging.

4. How Long Can I Store My Goods in the Refrigerator?
Meatogo’s frozen meat produces are prepared in vacuum-sealed packaging. Vacuum-sealed meat can be stored in the refrigerator (0-4°C) for several days.

5. How Long Can I Store My Goods in the Freezer?
Meatogo’s frozen meat produces are prepared in vacuum-sealed packaging to keep the meat fresh. Vacuum-sealed meat can be stored in the freezer (-18°C) for up to a year. For other products, please check the instructions on the individual packaging.

6. How Do I Defrost My Goods?
To preserve the best frozen meat quality, we recommend taking out the vacuum-sealed frozen meat from your freezer to defrost overnight until it is completely thawed.

For other enquiries, please contact our customer team at enquiry@meatogo.com or call +852 23563883 for further any assistance.