Clear tier discounts
Start with 8% off as a Regular Member and unlock up to 20% off at Platinum tier, subject to the membership terms.
Petsfit High Quality Three-Purpose Expandable Airline Pet Soft Bag (Built-in Safety Rope | Hard Pad Bottom | Double Sided Expandable Version)
Exclusive
2026 offers + VIP deals
- In stock, ready to add to cart
- Ships in 5-7 working days
Aviation standard travelexpanded and more spaciousbuilt-in safety hard cushion
Free shipping over HK$400
SF delivery to door / SF station pickup
Carefully selected genuine goods
Complementary products
- Pettellyava' Dinon Portable Pet Bowl
Regular price $250.00 Sale price$218.00 - Leatherraft leather handmade medium and large dog chest strap (explosion-proof style)
Regular price $899.00 Sale price$299.00 - $399.00
Frequently Bought Together
Petsfit High Quality Three-Purpose Expandable Airline Pet Soft Bag (Built-in Safety Rope | Hard Pad Bottom | Double Sided Expandable Version)
| For | Suitable for cats and dogs | Material | Oxford cloth/mesh |
|---|---|---|---|
| Use | Portable/aviation soft bag | Ship | Free shipping on a single item |
| Details |
Please note before purchasing: Pets Thing cannot guarantee that our handbags will be able to board the plane. Customers need to ask the airline in advance before making their own decision. We will not be responsible for the consequences.
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PETSFIT Expandable Pet Carrier for Air Travel
Large Space Soft Carrier for Cats | Portable, Breathable, Handheld, Tailored for Air Travel
Product Overview
The PETSFIT Expandable Pet Carrier for Air Travel features an innovative two-way expandable design, perfectly integrating a sturdy steel frame with highly breathable hexagonal mesh fabric to provide ultimate comfort and safety for your beloved pet. Whether for short urban trips or long international flights, this pet carrier can be placed under the seat, allowing your little companion to enjoy a pleasant flight with you. The product is available in small, medium, and large sizes, suitable for pets weighing up to 8 pounds, 12 pounds, and 15 pounds respectively, meeting various size needs.
Core Design and Features
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Two-Way Expansion, Greatly Increased Space
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Two-sided expandable design: Adopts a two-way expandable structure, extending on both sides simultaneously for a significant increase in stable dimensions.
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S size: Single side expands approximately 20cm × 2, providing ample activity space, suitable for pets under 8 pounds.
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M size: Single side expands approximately 23cm × 2, allowing pets under 12 pounds to enjoy a more spacious environment.
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L size: Single side expands approximately 27cm × 2, providing ultimate comfort and flexibility for pets under 15 pounds.
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Sturdy Steel Frame and External Design
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The external steel frame makes the carrier more rigid and structurally stable, resisting deformation. Even in an expanded state, it maintains an excellent three-dimensional shape, ensuring comprehensive protection for your pet during long journeys.
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All-Round Breathable Ventilation
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Adopts a hexagonal mesh design with over 70% mesh fabric coverage, ensuring 360-degree free air circulation. This effectively keeps the interior dry, prevents stuffiness, and ensures your pet remains comfortable at all times.
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Safety and Comfort Detail Configuration
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Built-in safety leash: Designed to secure your pet's collar, preventing accidental escape during activity.
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Dual-use mat: Suitable for both winter and summer, providing warmth and breathability, adapting to different seasonal needs.
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Upgraded trapezoidal metal swivel hook: Prevents scratches and rust, extending product lifespan.
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Dual zipper design: Easier to operate, demonstrating a user-friendly design concept whether opening, closing, or folding for storage.
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Aviation-Friendly and Portable Design
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Complies with cabin regulations of most airlines, sized specifically to fit under seats for easy carrying, allowing you to travel with your pet and enjoy pleasant flights.
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Securing straps and external hanging design ensure the pet is stable and protected during transport, while also balancing stylish appearance with practical functionality.
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Exclusive Sizes and Specifications
(All dimensions are in cm, net weight in KG, and applicable pet weight is for reference only)
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S Size (suitable for pets under 8 lbs)
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Basic body: Length 41 / Width 26 / Height 23
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Dual external expansion width: 20cm × 2
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Net weight: 1.2KG
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M Size (suitable for pets under 12 lbs)
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Basic body: Length 43 / Width 28 / Height 28
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Dual external expansion width: 23cm × 2
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Net weight: 1.4KG
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L Size (suitable for pets under 15 lbs)
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Basic body: Length 48 / Width 30 / Height 30
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Dual external expansion width: 27cm × 2
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Net weight: 1.55KG
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Note: Due to differences in measurement methods and production batches, actual data may have an error of 1-3cm. Your understanding is appreciated.
Advantages and User Experience
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Extremely Spacious Interior: The dual-side expandable design doubles the internal space, allowing pets to stretch and move comfortably, reducing travel anxiety.
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Secure and Stable: The sturdy steel frame and securing strap design offer dual protection, along with a safety leash, ensuring your pet receives comprehensive care during long flights.
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Fresh and Breathable Environment: The advanced hexagonal mesh structure ensures air circulation inside the carrier, preventing stuffiness and dampness, creating a healthy and comfortable travel experience.
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Convenient Portability: Aviation-friendly sizing designed to fit under seats, allowing for easy travel and enabling you and your pet to enjoy every journey together.
Maintenance and Care Tips
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Cleaning method:
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The outer material is not suitable for machine washing; hand washing or wiping is recommended for cleaning;
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Due to the potential for dark fabrics to fade, do not use cleaning agents containing bleach or optical brighteners;
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After cleaning, it can be folded for storage to maintain product cleanliness and extend its lifespan.
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Usage reminder:
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As some airlines have strict requirements for live animals on board, please confirm relevant regulations with the airline in advance;
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If you encounter any product usage or quality issues, please contact customer service promptly for professional assistance.
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Conclusion
The PETSFIT Expandable Pet Carrier for Air Travel is an ideal choice for pet travel due to its unique two-way expandable design and superior breathability and safety features. Whether traveling by plane or for daily outings, this product allows pets to enjoy a more spacious and comfortable environment, demonstrating your meticulous care and professional approach to your pets. Purchase now and give your beloved pet the best possible travel experience on every journey!
Can pets fly with their owners? What about cat carriers on planes?
Many customers ask if we have hand-carry bags/cat carriers that allow pets to travel with their owners. If the airline permits pets in the cabin, you should still check with the airline, as each aircraft varies in size, and the under-seat space dimensions can differ.
If your pet is a regular pet, airlines usually arrange for them to travel as cargo. Some airlines allow them as checked baggage, while others require them to be transported via cargo services and cannot be carried as checked baggage.
Please note before purchasing: Pets Thing cannot guarantee that our hand-carry bags will definitely be allowed on board. Customers must check with the airline beforehand and decide for themselves. We will not be responsible for any consequences.
Please measure the required size carefully. We do not accept exchanges, returns, or refunds for reasons of incorrect product size after purchase.
If flying, it is recommended to contact the relevant airline before your trip to confirm their specific requirements. We do not accept returns or exchanges due to airline non-acceptance.
Space for pets on planes is limited; the number of pets that can be carried depends on the aircraft type, destination, and operating airline. Please book your pet's travel as soon as possible after booking your flight. Bookings should be made at least 48 hours before departure.
Product Parameters
Hand-Carry Pet Carrier / Cat Carrier Size Reference |
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|---|---|---|---|---|---|
| Product | Type | Model | External Dimensions Length x Width x Height |
Weight Capacity / Product Weight | Product Page |
| Two-sided Expandable | Small | 41 x 26 x 23 cm | Recommended 4kg; Product weight 1.05kg | Click to view | |
| Two-sided Expandable | Medium | 43 x 28 x 28 cm | Recommended 6kg; Product weight 1.2kg | Click to view | |
| Two-sided Expandable | Large | 48 x 30 x 30 cm | Recommended 7.5kg; Product weight 1.35kg | Click to view | |
Important Notes
- If your pet is a regular pet, airlines usually arrange for them to travel as cargo. Some airlines allow them as checked baggage, while others require them to be transported via cargo services and cannot be carried as checked baggage. Pets Thing cannot guarantee that our hand-carry bags will definitely be allowed on board. Customers must check with the airline beforehand and decide for themselves. We will not be responsible for any consequences.
- If flying, it is recommended to contact the relevant airline before your trip to confirm their specific requirements. We do not accept returns or exchanges due to airline non-acceptance. Pets Thing cannot guarantee that our hand-carry bags will definitely be allowed on board. Customers must check with the airline beforehand and decide for themselves. We will not be responsible for any consequences.
- Regarding transportation, as SF Express may not be able to provide delivery service for this size cage, we will use other courier companies for delivery and will continue to notify customers upon receiving the latest logistics updates. In case of any dispute, Pets Thing reserves the right of final decision.
Product Size, Exchange & Return, and After-Sales Terms
By placing an order and making payment on the Pets Thing website, you acknowledge, understand, and agree to the following product terms and after-sales arrangements; if there are special instructions on the product page, they will apply in conjunction with these terms.
Sizes, weight capacities, and applicable pet types are for reference only. Please measure and confirm before purchasing.
Generally, exchanges or returns are not allowed for items that have been unsealed, used, are the wrong size, wrong color, or do not meet personal needs.
If an order is cancelled and a refund is requested after payment, a 20% handling fee of the total order amount will be deducted.
Assembly or installation services cannot be cancelled once confirmed, and the related fees are non-refundable.
Size, Color, Packaging and Origin Description
- Sizes are measured manually and may have a reasonable error of 1-3cm; all dimensions are measured by hand, please refer to the actual product.
- Please measure the required size, placement space, entrance width, pet size, and weight capacity before purchasing; we do not accept exchanges, returns, or refunds after purchase for reasons such as incorrect product size, unsuitable weight capacity, wrong color selection, or not meeting personal needs.
- Due to factors such as shooting light, shooting equipment, monitor settings, and different production batches, there may be slight color differences or detail variations between the product images and the actual product. The final color, texture, packaging, and accessories should be based on the actual product.
- Some products are made in China, or may contain simplified Chinese packaging, simplified Chinese instruction manuals, mainland Chinese specification labels, or original factory packaging; these circumstances do not constitute a quality issue or reason for exchange/return.
Exchange, Return, and Refund Restrictions
- To avoid contagious diseases and hygiene risks, please consider your pet's needs before purchasing; if the product has been unsealed, tried on, assembled, if the packaging film or box has been torn, has pet hair, odor, stains, or any signs of use, exchanges, returns, or refunds will not be arranged.
- Products that are not kept complete, new, and in resalable condition, including damaged packaging, missing accessories, lost instruction manuals, removed hang tags, damaged or incomplete products, will not be eligible for exchange, return, or refund.
- This company will not be responsible for any damage to goods caused by human or pet actions, or damage resulting from use, storage, cleaning, handling, installation, or environmental factors after delivery by Pets Thing.
- If the outer packaging is squeezed, incomplete, stained, or wrinkled during transportation or delivery, but does not affect the normal use of the product, it is not considered a product quality issue.
- If you discover obvious errors, damage, or suspected quality issues upon receipt, please contact us within 48 hours of receipt and provide your order number, a complete unboxing video, clear photos, and relevant proof; overdue or insufficient information may result in our refusal to process.
- For pre-ordered, customized, specially purchased, clearance, discounted, consumable, hygienic, installed, or assembled products, if clearly stated on the product page or confirmed by customer service, cancellation, exchange, or refund is generally not available.
Wooden Products, Pet Furniture, Assembly and Installation Services
- All wooden products, including cat trees, scratching posts, cat houses, and pet furniture, may undergo changes due to uncontrollable factors such as weather, humidity, rain, thermal expansion and contraction, storage environment, or usage methods; after 7 days of receipt, no refunds or after-sales arrangements will be provided, and this company is not responsible for consequences caused by related environmental factors.
- Pet furniture or products involving materials such as wood panels, rattan, hemp, fabric, sponge, plastic, and metal may involve extensive manual production and processing; minor scratches, dust, indentations, color differences, minor imperfections, or handmade marks on the surface, if they do not affect overall use, are considered normal and not quality issues.
- For self-assembled goods, if problems arise due to personal installation methods, failure to follow instructions, uneven placement, loose screws, unsuitable usage environment, or pet usage methods, you are responsible for handling and bearing the relevant risks yourself.
- Before ordering any assembly products or assembly services from the Pets Thing website, please carefully read the relevant service terms; these terms describe how this company or installation partners will provide assembly services at your chosen location.
- By placing an order and paying for any assembly or installation service, you agree to the relevant service terms; once the order is confirmed, the related assembly services cannot be cancelled, and the installation service fees will not be refunded. This handling fee and cancellation arrangement do not apply to exchange and return cases accepted under this company's return and exchange policy.
- All purchasers must assess whether the product is suitable for their pet and home environment and assume the risks of use and safety; Pets Thing will not be responsible for any accidents, injuries, or losses to any purchaser, pet, third party, or property arising from the installation, use, storage, or misuse of the product.
Order Cancellation, Refund Handling Fee, and Final Decision Rights
- For any customer requesting to cancel an order and receive a refund after payment, this company will deduct 20% of the total order amount as an administrative and payment platform handling fee; if the order has been shipped, prepared for shipment, arranged for installation, customized, or handed over to the supplier, it may not be eligible for cancellation.
- VIP offers, discount codes, free gifts, special offers, or promotional activities, if they have separate terms, will apply concurrently with these terms; refund amounts will be based on the actual payment amount, used discounts, and provided services.
- This company reserves the right to reject all unreasonable, malicious, repetitive, expired, insufficient, or non-compliant exchange, return, refund, order cancellation, and after-sales requests.
- In case of any dispute, Pets Thing reserves the right of final decision within the scope permitted by law; these terms do not affect consumer rights that cannot be excluded by law.
Latest Exclusive Offers
Choose the best for your furry friend and discover our exclusive discounts and selected offers.
New VIP Program 
Pets Thing VIP Membership
Spend more, unlock higher tiers, and enjoy stronger storewide member discounts, birthday-month perks, and member activity alerts.
Regular Member 8% OFF
Silver Member 10% OFF
Gold Member 15% OFF
Platinum Member 20% OFF
The VIP program launched on 1 July 2026. Cumulative spending is calculated from the new program start date. VIP discounts cannot be used together with other offers.
Join VIP now
Spend $4000, Get $400 Off 
Exclusive Full-Amount Discount
Unlimited pet love! Spend $4000 across the entire store and enter the discount code at checkout to enjoy a massive $400 discount. This applies to everything from main food and toys to large accessories!
pet400
* Cannot be combined with other discount codes.
Shop all products now
New Member Welcome Gift 
Subscribe to our latest offers
Subscribe now and enjoy 5% off your first order (for purchases over $400).
* Cannot be combined with other discount codes.
20% Off Accessories 
Latest Pet Carrier Offer
Purchase an airline-approved pet carrier and get 20% off a water dispenser or other pet carrier accessories.
travel20off
Note: Both the "Pet Carrier" and "Water Dispenser/Other Pet Carrier Accessories" must be in the shopping cart to use the coupon. (Cannot be combined with other discounts)
Shop Pet Carrier Products Now
Save $50 
Latest Pet Stroller Offer
Purchase a pet stroller and enter the discount code to enjoy a $50 discount.
* Cannot be combined with other discounts.
stroller50
Shop Latest Pet Strollers Now
Save $80 
Latest Cat Tree Offer
Spend $600 on cat trees and enter the discount code to enjoy an $80 discount.
* Cannot be combined with other discounts.
climber80
Shop Latest Cat Trees Now
Half Price Filter
Water Dispenser and Filter Add-on Offer
Purchase a water dispenser and add a filter in the same order, then enter the discount code at checkout to get the filter for half price.
* Cannot be combined with other discount codes.
feed
Note: Both the "Water Dispenser" and "Filter" must be in the shopping cart to use the coupon.
Choose a Water Dispenser Now
Get $30 for a review 
Show Off Your Pet's Beautiful Photos Program
Good things are meant to be shared! After purchasing any product, upload a photo of your pet with the product on the product page and leave a Google review. Upon verification, you will receive $30 store credit for your next purchase.
(No code, system will automatically issue)
* Store credit will be sent directly to your member account after the review is approved.
Log in to your account to review
Buy 2 Get 10% Off 
Leatheraft Harness & Leash Offer
Upgrade your dog's gear with high-quality and safe new equipment! Purchase any 2 items from the "Dog Harness & Leash" series and enter the discount code at checkout to enjoy a 10% discount.
leatheraft
* Cannot be combined with other discount codes.
Choose Dog Harnesses Now
Buy 2 Get 12% Off 
Canadian Pet Supplements Offer
Protect your pet's health! Purchase any 2 items from the "Canadian Pet Supplements" series and enter the discount code at checkout to enjoy a 12% discount.
canada
* Cannot be combined with other discount codes.
Shop Canadian Supplements Now
Buy 2 Get $100 Off 
Pet Testing Series Offer
Deeply understand your pet's genes and health! Purchase any 2 items from the "Pet Testing" series and enter the discount code at checkout to enjoy a massive $100 discount.
herodna
* Cannot be combined with other discount codes.
Shop Pet Testing Products Now
New 2026 membership program
Join Pets Thing VIP and enjoy up to 20% off storewide
Unlock Regular Member pricing from $2,500. Your discount increases as your qualifying spend reaches each tier.
- Regular 8% off, Silver 10% off, Gold 15% off and Platinum 20% off
- Birthday-month perks and selected member event alerts after completing your pet profile
- Qualifying spend is calculated under the new program from July 1, 2026
Pets Thing VIP
2026 program
Up to 20% off
Member pricing on pet strollers, cat trees, airline carriers and selected everyday pet supplies.
Member promotion availability this month73/100
00Days
00Hours
00Mins
00Secs
Trusted by over 12,000 pet parentsManage large pet essentials, everyday supplies and member updates with one account.
★★★★★
Member benefits
Why register for Pets Thing VIP?
One account brings together tier discounts, birthday-month perks, event alerts and automatic qualifying-spend tracking.
Birthday-month perks
Complete your pet type and birth month so we can send more relevant birthday-month and selected event updates.
Member event alerts
Receive selected product, launch and member promotion reminders through your registered account details.
Automatic spend tracking
Qualifying paid orders placed through the same Shopify customer account count toward your next tier.
Membership tiers
Spend more, unlock higher tiers and stronger discounts
This public page explains the program without exposing personal discount codes. Sign in to the VIP Member Center to view your tier, remaining spend and eligible offer.
Regular Member
From $2,500
8% off storewide
A starting tier for customers who regularly shop for pet essentials, with member and birthday-month updates.
Register and start earning →Silver Member
From $5,000
10% off storewide
Enjoy a stronger tier discount, birthday-month perks and selected member promotion updates.
Sign in and keep earning →Gold Member
From $7,000
15% off storewide
For long-term pet families seeking higher savings and priority updates on selected launches and events.
Sign in and keep earning →Platinum Member
From $10,000
20% off storewide
Our highest membership tier, with the strongest discount and priority member event notifications.
Sign in and keep earning →Regular vs VIP
What changes when you shop as a VIP member?
VIP membership lets qualifying spend accumulate toward stronger discounts and more relevant member communications.
Regular customer
Each purchase stands alone and does not automatically unlock long-term membership benefits.
- −No tier discount
- −No membership progression
- −Less personalized member communication
Pets Thing VIP member
Shop through the same account, reach each threshold and unlock the corresponding member benefits.
- ✓8% off from Regular Member tier
- ✓Up to 20% off at Platinum tier
- ✓Birthday-month and selected member alerts
3 steps
Start progressing through the membership tiers
Sign in or create an account
Use your regular email address and place future orders through the same Shopify customer account.
Complete qualifying paid orders
Membership progress is calculated from qualifying orders paid on or after July 1, 2026. Cancelled, refunded or abnormal transactions do not qualify.
Complete your pet profile
Tell us your pet type and birth month for more relevant birthday-month perks and selected event communications.
Important terms summary
The VIP program launched on July 1, 2026, and all qualifying spend is recalculated from that date. VIP offers cannot be combined with other promotions. Pets Thing reserves the final right of decision in case of dispute.
FAQ
Membership questions and terms
The detailed rules are grouped here so the program remains easy to understand while protecting fair use.
When did the new program start, and do old orders count?
The VIP membership program officially launched on July 1, 2026. Membership tiers, qualifying spend, upgrade thresholds and benefits are based on Pets Thing system records under the new program.
Historical orders, previous spending, former memberships and figures shown by earlier or third-party systems do not automatically count toward the new program.
Which orders count toward qualifying spend?
Only successfully paid orders placed through the same Shopify customer account may qualify, provided they are not cancelled, charged back, fully refunded or classified as abnormal transactions.
Shipping, installation, service fees, gift cards, discounts, refunds and other non-product amounts may be excluded at Pets Thing's discretion.
Can VIP offers be combined with other promotions?
VIP offers cannot be combined with other discounts, coupon codes, bundles, clearance offers, selected brand promotions, shipping offers, gifts, member vouchers, platform vouchers or any promotion not explicitly stated as combinable.
Technical acceptance at checkout does not guarantee that two offers are eligible to be combined.
What restrictions apply to tiers, codes and birthday perks?
- Membership and benefits are personal, non-transferable and cannot be merged, sold or exchanged for cash.
- Benefits may apply only to selected products, brands, periods or sales channels.
- Out-of-stock, discontinued, preorder, consignment, sale, low-margin and selected service items may be excluded.
What happens after a cancellation, refund or abnormal transaction?
Pets Thing may deduct qualifying spend, adjust tiers, withdraw benefits or discount codes, and recover any discount improperly obtained after an order cancellation, return, refund, chargeback or price adjustment.
Abuse, fraud, deliberate order splitting, duplicate accounts, code resale, false information or exploitation of system errors may result in immediate suspension or termination of membership and related benefits.
Can Pets Thing change the membership program?
Pets Thing may modify, suspend, delay or end the program, thresholds, benefits, discount codes, birthday perks, synchronization methods and related terms due to operational, system, supplier, legal or commercial requirements.
Pets Thing reserves the final and absolute right of decision regarding membership, qualifying spend, benefits, interpretation of terms and related disputes.
Return, Exchange, and Refund Policy
To protect the rights of both parties, please carefully read the following after-sales and service terms established by Pets Thing. Placing an order signifies your agreement and acceptance of the following terms and conditions.
Delivery and Receipt Guidelines
- Please do not reject the product when it is dispatched. Delivery and notifications will be handled by the courier company. If you find any issues after receiving the goods, please take photos immediately for proof and contact Pets Thing customer service.
- Please note that any additional charges incurred due to refusal of delivery or failure to collect the package within the specified time will be borne by the customer.
- Our company will not be liable for any damage, delay, or non-delivery of goods caused by the courier company or adverse weather conditions (such as Typhoon Signal No. 8 or above, or Black Rainstorm Warning).
- If the customer chooses self-pickup as the collection method, the pickup period is within two weeks after placing the order (Monday to Friday, excluding Saturdays, Sundays, and public holidays). Failure to pick up within the specified period will be considered an abandoned order.
- Each order is limited to a single delivery address.
- Our company is not responsible for non-delivery or delays caused by incomplete or incorrect recipient address, phone number, name, or delivery information provided by the customer. Customers should follow up or contact SF Express directly.
- If the customer entrusts the delivery person to leave the goods at the door of the address or with the building management for collection, the customer shall bear the risk of loss or damage to the goods.
- We do not accept refund applications due to delays in goods transportation caused by the pandemic.
⚠️ Order Cancellation and Handling Fee Notice
For customers who have already paid but request our company to cancel the order and issue a refund, our company will deduct 20% of the total order amount as a handling fee. Once an order is confirmed, related assembly services cannot be canceled, and the payment for installation services will not be refunded.
Situations Not Eligible for Return or Exchange
The following situations will not be eligible for exchange, return, or refund processing:
- We do not accept returns or exchanges due to personal reasons such as incorrect product size, wrong color selection, or not meeting personal needs after purchase. It is recommended to confirm clearly before purchasing.
- To avoid contagious diseases, please consider the needs of your pet before purchasing. If the product has been unsealed and used (e.g., packaging tape or box has been torn off), returns or exchanges will not be accepted.
- The goods are not in their original complete packaging, or are damaged, broken, or incomplete.
- The goods are damaged by human error, or damage occurred after Pets Thing delivered the product.
- Packaging is crushed, incomplete, or wrinkled due to the transportation company (but does not affect the normal use of the product).
- Product image colors may have some color difference due to shooting lighting conditions or individual screen settings; the actual product shall prevail. No exchange service will be provided due to color difference issues.
- All wooden products (including cat trees, scratching posts, cat houses, etc.) may be affected by uncontrollable factors such as weather conditions (e.g., humidity, rain, thermal expansion and contraction). No refunds or after-sales arrangements will be provided after 7 days of receipt. Our company is not responsible for consequences caused by environmental factors.
- Pet furniture (such as wooden boards, rattan surfaces, hemp materials, etc.) involves a large amount of manual production and undergoes multiple manual processes before shipment. Minor scratches, dust, or small imperfections on the surface are considered normal (and do not affect overall use) and are not quality issues. Please consider carefully before placing an order.
- Regarding assembled goods, any problems arising from individual installation methods must be handled by the customer. All purchasers must bear the safety risks of use, and Pets Thing will not be responsible for any accidents or injuries occurring to any purchasers.
Exchange Policy and Procedure
- Exchange Period: If there is a product quality issue, or the product item/quantity does not match the order, please contact customer service immediately on the day of delivery. You can request an exchange within 7 days from the date of receipt. Requests made after this period will not be accepted.
- Return Period: After making an exchange request, please return the item to our warranty center within 3 days. Requests made after this period will not be accepted.
- Proof of Exchange: The order number and original valid receipt must be presented at the time of exchange. Each order is limited to one exchange.
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Exchange Standard:
- If the product issue affects overall operation, the replacement product must be returned with complete packaging and accessories.
- If the product issue affects only partial operation, Pets Thing will replace the problematic part, not the entire product. - Shipping Costs: All shipping costs incurred due to returns or exchanges must be borne by the customer.
- Processing Time: Return processing takes one to three weeks (calculated from the date of receipt of the returned item). Once the process is complete, customer service will notify the customer of the details.
- Refund Arrangement: Our company generally does not offer refund services. If a refund is agreed upon by our company, Pets Thing will use the same payment method used by the customer at the time of purchase for the refund. Please note that refund times may vary depending on different banks or credit card companies.
- Our company reserves the right to refuse all unreasonable exchange or return requests.
Contact Us
If you need to return or exchange an item or have any inquiries, please feel free to contact Pets Thing Customer Service:
WhatsApp Customer Service
+852 9584 1597
Email Support
contact@petsthing.com.hk
Pets Thing Terms of Service
We are committed to providing you and your pets with the best shopping experience. By placing an order, you agree to and accept the following terms. Please click on the items below for details.
1. Online Shopping Terms of Service
Pets Thing (hereinafter referred to as "the Company") will provide members with convenient online shopping services and the latest information in accordance with these terms. Please read these terms carefully before using this service. If you do not agree to any content of these terms, please do not use this website. When you use this website (including browsing this website), you will be deemed to have read, understood, and agreed to all content of these terms.
I. Use of this Website
- This website may only be used in a legal manner for lawful purposes. You agree to comply with all applicable laws and regulations regarding this website.
- You must not infringe or attempt to infringe the security of this website, including but not limited to accessing data not intended for your use, logging into servers you are not authorized to access, violating security measures adopted by this website, and interfering with other users' browsing or use of this website.
- You must not misuse this website, intentionally introduce viruses and logic bombs, and must not attack this website in any way.
- If you violate or infringe, the Company has the absolute right to expel you and prevent you from browsing this website again, without prior notice or compensation to you.
- All product images are for reference only, and the actual product shall prevail.
II. Member Personal Information and Account Management
- Before using the online member service, please register as an online member, free of charge.
- You must provide correct personal information and contact details. If the Company suspects that the information you provided is incorrect or false, the Company may refuse registration or terminate your membership.
- Please keep your account password, credit card information, and personal data properly. The Company shall not be held responsible for any illegal use of your data due to your negligence in safekeeping.
III. Other Rights and Disclaimers
- Changes to Website Content: You agree that the Company may adjust, change, modify, or revoke all or part of these terms and related services at any time, and they shall take effect immediately upon announcement by the Company, without further individual notice.
- Intellectual Property: The Company owns the copyright to the content contained on this website. Unless you have written permission from the Company, you may not use, copy, or reproduce for public or commercial purposes.
- Disclaimer: This website and its content are provided "as is" and at your own risk. The Company shall not be liable for any direct or indirect failure, delay, or breach of its responsibilities and obligations due to reasons beyond its reasonable control, such as natural disasters, fires, or equipment failures.
- Employee Protection: We are committed to providing the best service peacefully. If any customer engages in malicious behavior such as foul language, personal attacks, rude attitude, unreasonable demands, or telephone harassment, we will immediately cease serving the customer and terminate the sales contract immediately, and no refunds will be issued.
2. Return, Exchange, and Refund Policy
⚠️ Order Cancellation and Handling Fee Notice
For customers who have paid but request the Company to cancel the order and issue a refund, the Company will deduct 20% of the total order amount as a handling fee. After order confirmation, all related assembly services cannot be canceled, and no refund will be issued for installation service fees.
Delivery and Receipt Instructions
- Please do not reject the product when it is dispatched. Delivery and notification will be handled by the courier company. If you have any problems after receiving the goods, please take photos immediately for proof and contact customer service.
- Please note that any additional charges incurred due to refusal of delivery or failure to pick up on time will be borne by the customer.
- The Company shall not be liable for any damage, delay, or inability to deliver goods caused by the courier company or adverse weather conditions.
- The Company shall not be responsible for any failed or delayed deliveries due to incomplete or incorrect information provided by the customer. If the customer entrusts the delivery person to leave the goods at the address entrance or with the management office for collection, the customer shall bear the risk of loss.
Situations Not Applicable for Returns or Exchanges
- Returns or exchanges will not be accepted for personal reasons after purchase, such as unsuitable product size, incorrect color selection, or not meeting personal needs.
- To avoid contagious diseases, returns or exchanges will not be accepted if the product has been unsealed and used (e.g., packaging film or box has been torn off).
- Goods are not in their original packaging, or have been damaged by human factors.
- Product image colors may have some chromatic aberration due to shooting lighting conditions or individual screen settings. The actual product shall prevail.
- All wooden products (including cat trees, cat houses, etc.) may be affected by uncontrollable factors such as weather conditions (e.g., humidity, rain, thermal expansion and contraction). No refunds or after-sales arrangements will be provided after 7 days of receipt.
- Minor scratches, dust, or small blemishes on the surface of pet furniture are considered normal (and do not affect overall use) and are not quality issues.
- For assembled goods, if problems arise due to personal installation methods, you will be responsible for handling them yourself.
Exchange Policy and Process
- Exchange Period: If there is a product quality issue or the item does not match the order, please submit an exchange request within 7 days from the date of receipt. Requests submitted after this period will not be accepted.
- Return Period: After submitting an exchange request, please return it to our service center within 3 days.
- Exchange Standard: The exchanged goods must be returned with complete packaging and accessories; if only a part of the product is affected, the Company will replace the problematic part, not the entire product.
- Shipping Costs: All shipping costs incurred for returns and exchanges shall be borne by the customer. The return process typically takes one to three weeks to complete.
- Refund Arrangement: The Company generally does not provide refund services. If a refund is agreed upon by the Company, the refund processing time varies depending on the bank or credit card company.
3. Shipping Arrangements and Policy
📦 Order Confirmation and Processing Time
After order confirmation, we will process within 5-7 business days (Monday to Friday, cut-off at 4 PM). In case of product stockouts or other special circumstances, the actual processing time will be notified separately.
* Shipping may be delayed, please consult us for confirmation before purchasing.
I. General Delivery Service (Hong Kong Region)
- Free Shipping Threshold: Free shipping for net purchases of HK$ 400 or more (limited to a single delivery address).
- Basic Shipping Fee: A shipping and handling fee of HK$ 80 will be charged for net purchases under HK$ 400.
- Additional Charges for Remote Areas: An additional HK$ 10 will be charged for remote areas such as Sai Kung, Clear Water Bay, Shek O, Discovery Bay, Ma Wan, Cheung Chau, Lamma Island, and other outlying islands. (Delivery service is not available for other remote areas and special control zones).
- Delivery Restrictions: Post office boxes are not allowed; each order is limited to delivery to one address; areas where trucks are prohibited are not eligible for delivery.
II. Shipping Time and Tracking
- Shipping Schedule: General express delivery takes 5-7 business days, which may be delayed due to factors such as weather and epidemic.
- Tracking: A waybill number will be provided for inquiry after dispatch. If you need to change the address, please contact the courier company directly; any fees incurred due to the change shall be borne by the customer.
- Bad Weather Arrangements: Delivery service will be automatically postponed when a typhoon signal is hoisted or a red/black rainstorm warning is in effect.
III. "Upstairs Delivery" Additional Service Terms
If the address has no elevator or the elevator is out of service, and the delivery personnel need to walk up stairs (including basement) to complete the delivery, and the chargeable weight of the express package is ≥ 20 kg:
- Charging Conditions: HK$ 30 per floor (from the receiving floor to the destination floor, an additional charge is applied for each floor). Additional charges are to be paid upon delivery.
- Exemption Conditions: Address is located in the building lobby, ground floor, or first floor (without elevator), or the staircase does not meet handling standards and delivery can only be made in the lobby.
- Disclaimer: The courier company's upstairs delivery service does not include moving goods inside the residence. The Company shall not be liable for any damage to items inside the residence during handling.
4. Payment Methods and Details
🚀 Express Processing Channel: Priority Shipping
If you choose to pay with PayMe or FPS Faster Payment System at checkout, the system will expedite the processing time by one day, allowing your beloved pet to receive the goods sooner!
All orders will be settled in Hong Kong Dollars. You can freely choose any of the following payment methods at checkout:
💳 Credit Card and Mobile Payment
- VISA / MASTER
- Apple Pay / Google Pay
- Please enter the security code on the back of your card for verification
📱 E-wallets and Local Payments
- AlipayHK (Alipay Hong Kong)
- WeChat Pay HK (Hong Kong WeChat Pay)
- Octopus App
- PayMe (Express Processing)
- FPS Faster Payment System (Express Processing)
🏦 Bank Transfer
- Hang Seng Bank
- Standard Chartered Bank
- Bank of China (BOC)
Electronic Payment Express Channel
Please click the button below, or use your mobile phone to scan the QR Code to complete payment with Alipay HK or WeChat Pay HK.
5. Assembly/Installation Service Details
Please read the relevant terms of service carefully before ordering any assembly products from the Pets Thing website. If you place an order and pay for any assembly service, it means you have agreed to the following terms.
1. Service Scope and Appointment Process
- Service Scope: Limited to the installation of Pets Thing product components. Assembly service and delivery service will be arranged separately.
- Appointment Method: After receiving the product, please contact customer service to make an appointment. The scheduling time is approximately 3-5 working days after receiving the goods, with a maximum scheduling period of 1-2 weeks.
- Noise Control: Wall-mounted furniture services are subject to the "Noise Control Ordinance" and can only be performed on weekdays (Monday to Friday) from 7 AM to 7 PM. Work is prohibited all day on public holidays.
2. Rescheduling, Cancellation, and Validity (Important Terms)
Once the appointment time is confirmed, it cannot be changed:
- We will treat a "rescheduling request" as a "waiver of installation service", and no installation will be provided or refunded.
- If the customer truly requests to reschedule, it will be treated as re-purchasing the installation service, and additional fees will be charged.
- Service Validity: Installation service is valid for one month from the date of receipt of the goods. Overdue will be considered a voluntary waiver.
- Repurchase Fee: If you decide to repurchase the installation service after receiving the product, an additional administration fee of $100 will be charged.
3. Special Arrangements and Risks for Wall Mounting
- We recommend installation on "concrete walls". If the customer chooses to install on a non-concrete wall, the consequences and risks shall be borne by the customer.
- If drilling is involved, the customer needs to confirm whether there are wires, water pipes, or gas pipes at the drilling location before drilling. The Company shall not be responsible for any damage caused during installation.
4. Regional Surcharge Details
An additional transportation surcharge for assembly technicians will be charged for some remote areas:
| Area/Situation | Surcharge |
|---|---|
| Within 15 minutes walk from MTR line (excluding Light Rail) | No extra charge |
| Tung Chung, Tseung Kwan O Line | $50 |
| Alight at MTR station, then need to transfer to bus | $150 |
| The Peak, Mid-Levels, village houses, Southern District, Northern District | $250 |
| Discovery Bay, Cheung Chau, Lamma Island and other outlying islands, places inaccessible by MTR or bus | $400 |
5. Other Details and Your Responsibilities
- You are responsible for ensuring that the installation location has sufficient space, no obstructions, and a stable surface. Customers must carefully store and protect other property. The Company shall not be responsible for any damage caused during installation.
- Assembly technicians only provide assembly services and do not include teaching or waste disposal and cleaning.
- If assembly service cannot be provided due to out-of-stock from the manufacturer or issues with the installation partner, we will issue a full refund for the installation fee as soon as possible.
6. Privacy Policy
Pets Thing's Privacy Policy aims to explain how we collect, use, and share your personal data.
We respect your right to know, access, correct, transfer, restrict processing, and delete your personal data. We have provided these rights to our global customer base, and if you choose to exercise these privacy rights, you have the right to do so without discrimination and without receiving a lower level of service. Pets Thing guarantees that your personal data will not be sold.
In addition to this Privacy Policy, if our products and specific features require the use of your personal information, we will also provide data and privacy-related information therein. Before enabling these features, you will have the opportunity to review their product-specific information. You can also view this information at any time in the relevant settings of these features and/or online.
