Shipping policy

Shipping Arrangements & Policy

Pets Thing is committed to providing you and your fur babies with the best shopping and delivery experience.

⚠️ Order Cancellation & Handling Fee Notice

For customers who have already paid but request order cancellation and a refund, our company will deduct 20% of the total order amount as a handling fee. Once an order is confirmed, any related assembly services cannot be canceled, and installation service fees will not be refunded.

1. Order Processing & Pick-up Methods

There may be delays in shipping. Please contact us to confirm before making a purchase.

Order Confirmation & Processing Time:
After order confirmation, we will process it within 5–7 working days (Mon-Fri, cut-off at 4:00 PM). In case of out-of-stock items or special circumstances, the actual processing time will be notified separately.

2. General Delivery Service (Hong Kong Region, Mon-Fri)

1. Shipping Fees & Free Shipping Threshold

• Net purchase of HK$ 400 or above: Free Shipping (limited to a single delivery address).
• Net purchase under HK$ 400: A flat shipping and handling fee of HK$ 80 will be charged.

Note: The above shipping fees apply to residential addresses, commercial/industrial addresses, SF Express pick-up points, and SF EF Lockers.
View pick-up point details: SF Pick-up Points ｜ SF Partner Points ｜ SF EF Lockers

2. Remote Area Surcharges

• Sai Kung, Clearwater Bay, Shek O, Stanley, Discovery Bay, Ma Wan, Cheung Chau, Lamma Island, Peng Chau, South Lantau, etc.: Additional HK$ 10.
• Delivery service is not available for other remote areas and restricted zones.

For details, please refer to: Remote Area Charges & Coverage

3. Delivery Coverage & Restrictions

• PO Boxes are not accepted as delivery addresses.
• Each order can only be delivered to one address. For multiple addresses, please place separate orders.
• Delivery is not available for outlying islands (except the Airport, Ma Wan, Discovery Bay, and Tung Chung) and areas where trucks are prohibited from entering.

4. Special Product Shipping Instructions

Regarding the transportation of certain products, as SF Express may not be able to deliver cages of specific sizes, we will use other courier companies for delivery and will immediately notify customers upon receiving the latest logistics updates. In case of any dispute, Pets Thing reserves the right of final decision.

3. Shipping Time & Tracking

Shipping Schedule

• Standard Express: 5–7 working days (excluding weekends and public holidays), specific timing depends on inventory and logistics status.
• Delays may occur due to weather, pandemics, or other factors. We will proactively contact you to reschedule if necessary.

Order Tracking & Address Changes

• A tracking number will be provided for inquiry after shipment.
• If you need to change the delivery address, please contact the courier company directly. Any delays and additional fees resulting from the change must be borne by the customer.

Failed Delivery Handling

• If delivery repeatedly fails due to customer reasons, the order may be canceled without a refund.

4. Special Arrangements Under Severe Weather

When a Gale Warning signal is hoisted, a Red/Black Rainstorm Warning is in effect, or the courier determines it is unsafe to deliver, delivery services will be automatically postponed. We will contact you to reschedule. In case of any dispute, Pets Thing reserves the right of final decision.

5. "Walk-up / Stairs" Delivery Surcharge Terms

Surcharge Conditions

• The address has no elevator or the elevator is out of service; AND
• Delivery personnel must use stairs (including basements) to complete the delivery; AND
• The chargeable weight of the shipment is ≧ 20 kg.

Service Fee: HKD/MOP $ 30 per floor (charged per floor from the receiving floor to the destination floor). This additional fee is to be borne by the customer and paid directly to the courier upon delivery (cash on delivery).

Exemption Conditions

• The address is located in the building lobby, ground floor, or first floor of a walk-up building.
• If the stairs do not meet carrying standards, handover can only be done at the lobby/ground floor.

The courier's door-to-door delivery service does not include carrying goods into the interior of the residence. Therefore, Pets Thing will not be responsible or liable for any damage to items inside the residence caused during carrying by the customer.

6. Additional Assembly / Installation Service Arrangements

Service Scope:
The assembly service is limited to the installation of Pets Thing product components. Assembly instructions and guidelines are included in the box with each product. If needed, we are happy to provide an assembly service at a reasonable fee. (For the actual cost of the assembly service, please refer to the corresponding product page.)

Separate Arrangements:
The assembly service and delivery service will be arranged separately. We will not expedite the assembly service for any reason.

Booking Method:
After receiving the product, please contact Pets Thing Customer Service to schedule an assembly time. Your contact information will be provided to our installation partners, who will contact you to confirm the date and time of the assembly service.

Scheduling Time:
The appointment time is approximately 3-5 working days after receiving the goods. The scheduled assembly time is subject to the current workload of our installation team, with a maximum scheduling time of 1-2 weeks. Please be patient while waiting for our reply when making an appointment. If you have any questions about the assembly appointment schedule, please consult us before placing an order.

⚠️ Noise Control Notice:
Furniture wall-mounting services are subject to sections 4 and 6 of the Environmental Protection Department's "Noise Control Ordinance" or the building's Deed of Mutual Covenant. Work can only be carried out between 7:00 AM and 7:00 PM on weekdays (Monday to Friday). Work is strictly prohibited all day on Saturdays, Sundays, and public holidays. If you have any questions regarding the assembly schedule, please consult us before placing your order.

Service Validity:
The installation service is valid for one month from the date of receiving the goods. If it exceeds one month, it will be deemed that you have voluntarily given up the installation service, and we reserve the right not to perform the installation for the customer.

Post-purchase Fee:
If the assembly service is not purchased at the time of placing the order, but you require the assembly service after receiving the product, we will charge an additional $100 administrative fee on top of the basic assembly service fee.

Contact Us

If you have any questions or special requests, please feel free to contact the Pets Thing customer service team. We are dedicated to providing you with the most reliable and caring delivery experience!