Shipping Policy

• 1. Order Processing & Pickup Options
• 2. Standard Delivery Service (HK, Mon–Fri)
  • 1. Shipping Fees & Free Shipping Threshold
  • 2. Remote Area Surcharge
  • 3. Delivery Scope & Restrictions
  • 4. Special Item Shipping Notice
• 3. Delivery Time & Tracking
• 4. Severe Weather Arrangements
• 5. ‘Upstairs Delivery’ Additional Service
• Contact Us

1. Order Processing & Pickup Options

Delivery times may be delayed. Please confirm with us before purchasing.

Order Confirmation & Processing:
Once confirmed, orders are processed within 2–4 business days (Mon–Fri; cutoff at 4 PM). If an item is out of stock or special circumstances arise, we will notify you of any changes.

In-Store Pickup:
If you choose “Pickup,” please contact customer service before placing your order to arrange details. Pickup must occur within two weeks of order date (Mon–Fri; excluding weekends and public holidays). Unclaimed orders after this period will be considered canceled.

2. Standard Delivery Service (HK, Mon–Fri)

2.1 Shipping Fees & Free Shipping Threshold

- Orders over HK$ 400 (net): Free delivery (single address only).
- Orders under HK$ 400 (net): HK$ 80 shipping fee and handling charge applies.
Applicable to residential addresses, business addresses, SF Express collection points, and SF smart lockers.
View SF Express Collection Points ｜ Partners ｜ Smart Lockers

2.2 Remote Area Surcharge

- Areas: Sai Kung, Clearwater Bay, Shek O, Stanley, Discovery Bay, Ma Wan, Cheung Chau, Lamma Island, Peng Chau, South Lantau (including Tai O, Tong Fuk, Cheung Sha, Mui Wo, Pui O, etc.): HK$ 10 surcharge.
- Other remote or restricted areas: No delivery service. Check full list here.

2.3 Delivery Scope & Restrictions

- P.O. boxes are not accepted as delivery addresses.
- Each order is delivered to one address only. For multiple addresses, please place separate orders.
- Islands (except Airport, Ma Wan, Discovery Bay, Tung Chung) and areas prohibiting delivery vehicles are not serviced.

2.4 Special Item Shipping Notice

For some items (e.g., large pet crates) that SF Express cannot transport due to size restrictions, we will use alternative couriers and notify customers promptly upon receiving updates. In case of disputes, Pets Thing reserves final decision rights.

3. Delivery Time & Tracking

Delivery Schedule:
- Standard courier: 5–7 business days (excluding Sat, Sun, public holidays). Delivery time depends on stock availability and logistics conditions.
- Delivery may be delayed by weather, health emergencies, or other uncontrollable factors. We will contact you to reschedule if needed.

Tracking & Address Changes:
- A tracking number will be provided once your package ships.
- For address changes, please contact the courier directly. Any delays or additional fees incurred are the customer’s responsibility.

Failed Delivery Handling:
- If delivery fails repeatedly due to customer reasons, the order may be canceled without refund.

4. Severe Weather Arrangements

When Typhoon Signal No. 8 or above, Red/Black Rainstorm Warning is in effect, or the courier deems conditions unsafe, deliveries will be postponed. We will contact you to arrange a new delivery date. Pets Thing reserves final decision rights.

5. ‘Upstairs Delivery’ Additional Service

Conditions:
1. Delivery address has no working elevator; and
2. Courier must carry items up stairs (including basements); and
3. Billable weight ≥ 20 kg

Service Fee: HKD/MOP $ 30 per floor (additional fee borne by customer, payable upon delivery COD).

Exemptions:
- Delivery address at building lobby, ground floor, or mezzanine.
- Staircase not meeting handling standards, requiring delivery at lobby/ground floor only.

Courier’s standard delivery does not include carrying items into your residence. Pets Thing is not liable for any damage to interior items during this process.

Contact Us

If you have questions or special requests, please contact Pets Thing customer service. We are committed to providing you with a reliable, thoughtful delivery experience.