Frequently asked questions


 

Shopping

Do you have to register an account with ePet.hk to place an order?
How do I know if my order has been received? 
Can I add to an existing order?
Can I place an order from overseas?
How can I pay for my purchases?
Are my details secure?
What should I do if my credit/debit card was refused when placing an order?
What I want is not available on the website?
 

 

Delivery

Where do you deliver?
Can I specify a delivery date and time when ordering? 
When will my order be delivered? 
Do I have to be there to sign for delivery? 
 

 

Support & Refund

What are your office hours?
Can I return a product, exchange it or get a refund? 
Are receipts sent with deliveries? 
 

 

How to use ePet.hk?

How do I use the discount code online?
What do I do if the discount code does not work? 
How do I write a product review? 
How do I view and update my account details? 
I have requested a password reminder for my account and haven’t yet received it?
Will this site work on my browser?
 
 

 

Other

What is ePoint?

 



 

Shopping


Do you have to register an account with ePet.hk to place an order?

No, you can buy as a guest.  However you would not be able to enjoy the great discounts and offers that are available for our registered customers.


How do I know if my order has been received?

We will send a confirmation email to your dedicated email account after you have placed an order.


 Can I add to an existing order?

Yes, you can call our office and add item(s) on your order. The alternative is to place a new order for the new item(s) that you would like to purchase. 


Can I place an order from overseas?

We currently only deliver to Hong Kong


How can I pay for my purchases?

At the moment, we only accept Visa, Master and bank transfer to our HSBC and Bank of China accounts. Once we have received your payment, the order will be

delivered as soon as possible.

HSBC                            Bank account name: ePet Limited              Bank account number: 634-355069-838

Bank of China (HK)    Bank account name: ePet Limited              Bank account number: 012-802-1-035162-7


Are my details secure?

We at ePet take the security of your information seriously, that is why we have implemented technology and security policies, procedures and measures to protect

the personal information we store on behalf of our customers, from unauthorised access, misuse, alteration, and loss.

Email can be intercepted as it travels in the Internet. Please do not send sensitive information, such as credit card numbers, via email.


What should I do if my credit/debit card was refused when placing an order?

You can contact our customer service, who will deal with your problem as soon as possible. Our contact telephone number is 81913234 and Whatsapp number

is 98479066. 


 What I want is not available on the website?

You can contact our customer service, who will deal with your queries as soon as possible. Our contact telephone number is 81913234 and Whatsapp number

is 98479066. 


 

Delivery


Where do you deliver?

We deliver to all of Hong Kong. However some deliveries to the outlying Areas and Islands such as Tai O, Cheung Chau, Lamma & Ping Chau Islands may

be sent via HK Post and will need to be collected from the local post office. HK Post will notify the recipient once the order has arrived at the local post office.  Recipient should contact the post office for delivery or collection information.

Delveries to Outlying areas can take an additional 1-2 working days.

We currently do not ship to locations outside of Hong Kong.


Can I specify a delivery date and time when ordering?

You can contact our customer service, who will deal with the specified delivery date and time for you as soon as possible. Our contact telephone number is 81913234

and Whatsapp number is 98479066. 


When will my order be delivered?

The order should arrive within 2-4 working days. Delveries to Discovery Bay and Ma Wan will take 3-5 days for the order to arrive.


Do I have to be there to sign for delivery?

The courier will call you on the day that the order is delivered. If nobody is at home that day, the order can be left at your concierge at your request.


 

Support & Refund


 What are your office hours?

Our office hours are between 10am and 7pm Monday to Friday


Can I return a product, exchange it or get a refund?

Here at e.Pet we want you to be delighted every time you shop with us Occasionally though, we know you may want to return, exchange or refund items, so we

have put in place our unique 14 day return policy.


Are receipts sent with deliveries?

Yes, the receipts are sent with the deliveries 


 

How to use ePet.hk?


How do I use the discount code online?

Click here for more information.


 What do I do if the discount code does not work?

You can contact our customer service, who will deal with your problem as soon as possible. Our contact telephone number is 81913234 and Whatsapp number

is 98479066. 


How do I write a product review?

Click here for more information


How do I view and update my account details?

Click here for more information


I have requested a password reminder for my account and haven’t yet received it?

You can contact our customer service, who will deal with your problem as soon as possible. Our contact telephone number is 81913234 and Whatsapp number

is 98479066. 


Will this site work on my browser?

Our website works on Internet Explorer, Firefox, Google Chrome, Opera and Safari. If you encounter any problem with our website, please contact our customer service,

who will deal with your problem as soon as possible. Our contact telephone number is 81913234 and Whatsapp number is 98479066.