Shopping and service FAQs

We accept Visa, Mastercard, Apple Pay, Google Pay, AlipayHK, WeChat Pay, Octopus, PayMe, FPS, and designated bank transfers. Some methods require verification by the card issuer or bank.

Orders are settled in Hong Kong dollars (HKD). Available payment methods are those displayed at checkout.

A cancellation and refund requested after payment is subject to a 20% administrative fee. Confirmed assembly services cannot be cancelled and paid assembly fees are non-refundable.

Most orders are processed and delivered in about 5–7 business days. Large items, stock issues, special arrangements, severe weather, or peak logistics periods may require more time.

Orders with a net spend of HK$400 or more qualify for free delivery to one Hong Kong address. Orders below HK$400 generally incur an HK$80 delivery and handling fee. Remote-area, stair, or special-delivery surcharges may apply.

Residential and commercial delivery, SF Store pickup, and SF Locker pickup are generally available. Large items may use another carrier, while some locations and PO boxes are not supported.

Remote areas, controlled zones, and large items may incur surcharges. Where no usable lift is available and the chargeable weight is 20kg or more, stair carrying is generally charged at HK$30 per floor.

Tracking or delivery information is provided after dispatch. You must provide accurate address and contact details; redelivery, return, or related costs caused by incorrect information, refusal, or late collection are borne by the customer.

Do not refuse the parcel. Photograph the full packaging, product, and affected area on the delivery date and contact customer service immediately. Eligible exchange requests must be raised within seven days of receipt.

Wrong size or colour selection, change of mind, opened or used goods, incomplete packaging, customer or pet damage, minor colour differences, outer-box marks that do not affect use, and reasonable variations in handmade or wooden products are generally not eligible.

Returns require prior customer-service approval and must be sent back within the stated period. Customers generally bear return shipping, and processing takes about 1–3 weeks. Refunds are not automatic and, when approved, use the original payment method.

Assembly is available for selected cat trees, pet furniture, and larger products. Availability is confirmed on the product page or by customer service. Purchasing the service means accepting the assembly terms.

Assembly is arranged separately from delivery. Contact customer service after receiving the product. Scheduling usually takes 3–5 business days and may take 1–2 weeks during busy periods; the service must be used within one month of receipt.

Confirmed assembly services cannot be cancelled and paid fees are non-refundable. Confirmed appointments generally cannot be changed; failure to provide access may be treated as abandonment and a new service fee may apply.

Customers must confirm the installation location, wall material, concealed utilities, access route, and sufficient working space, and protect nearby belongings. Risks involving non-concrete walls or concealed utilities are excluded from the service responsibility.

Provide accurate, complete, and current account, contact, and delivery information, and keep login credentials secure. Delays or costs caused by incorrect information or weak account security may be borne by the customer.

We collect, use, and share personal data only as described in the Privacy Policy to provide our services. We do not sell personal data. Some services or products may include additional privacy notices.

Subject to applicable law and the Privacy Policy, you may request access, correction, transfer, restriction, or deletion. Some records may need to be retained for legal, transaction, or security purposes.

Website use must comply with Hong Kong law, account-security obligations, and intellectual-property rights. Product images are for reference, force majeure may affect service, and abusive, fraudulent, or improper conduct may lead to refusal or termination of service.