Frequently Asked Questions


SHOPPING


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

No, you can checkout as a guest. However, you would not be able to enjoy the great discounts and offers that are available for our registered customers, including earning Reward Points to get money off your future purchases.


How do I know if my order has been received?

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


Can I add to an existing order?

Yes, you can call our office and add an item or items to your order. The alternative is to place a new order for the new item or new items you would like to purchase.


Can I place an order from overseas?

We currently only deliver to Hong Kong addresses.


How can I pay for my purchases?

At the moment, we accept Visa, Mastercard, bank transfer (including FPS) to our HSBC and Bank of China accounts. We also accept PayMe (for HSBC customers) and PayPal. Once we have received your payment, the order will be delivered as soon as possible.

HSBC - Account Name: ePet Limited - Account Number: 004-634-355069-838

Bank of China (HK) - Account Name: ePet Limited - Account Number: 012-802-1-035162-7


Are my details secure?

We take the security of your information seriously, which 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 through 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 swiftly deal with your problem. 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 Remote Areas (including Mui Wo, Pui O, South Lantau & Tai O) and Outlying Islands (including Peng Chau, Lamma Island & Cheung Chau) will be delivered using SF Express.

Deliveries to Remote Areas and Outlying Islands may require an additional 2-3 working days for delivery.

Please note that 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 Services, who will try their best to arrange your preferred delivery date and time. Please note that our capabilities are limited due to the restraints placed on us by our delivery partners. You can contact our Customer Services on 81913234 or via Whatsapp on 98479066.


When will my order be delivered?

Your order should arrive within 1-4 working days. Deliveries to Remote Areas and Outlying Islands require 1-7 working days for delivery.


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 or by your front door at your request.


SUPPORT & REFUND


What are your office hours?

Our office hours are between 10am and 7pm Monday to Friday, and 10am to 2pm on Saturdays. Our lunch our is between 2pm and 3pm and we are closed on Sundays.


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

Here at ePet.hk, 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 No Quibble Return Policy.


Are receipts sent with deliveries?

Yes, the receipts are sent with the deliveries.


HOW TO USE OUR WEBSITE?


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 Services, 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 reset for my account and have not yet received it?

You can contact our Customer Services, 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, Safari, Duck Duck Go and Microsoft Edge. If you encounter any problems 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.


Frequently Asked Questions

SHOPPING

Do you have to register an account with ePet.hk to place an order?
No, you can checkout as a guest. However, you would not be able to enjoy the great discounts and offers that are available for our registered customers, including earning Reward Points to get money off your future purchases.


How do I know if my order has been received?
We will send a confirmation email to your specified email account after you have placed an order.


Can I add to an existing order?
Yes, you can call our office and add an item or items to your order. The alternative is to place a new order for the new item or new items you would like to purchase.


Can I place an order from overseas?
We currently only deliver to Hong Kong addresses.


How can I pay for my purchases?
At the moment, we accept Visa, Mastercard, bank transfer (including FPS) to our HSBC and Bank of China accounts. We also accept PayMe (for HSBC customers) and PayPal. Once we have received your payment, the order will be delivered as soon as possible.

HSBC - Account Name: ePet Limited - Account Number: 004-634-355069-838

Bank of China (HK) - Account Name: ePet Limited - Account Number: 012-802-1-035162-7


Are my details secure?
We take the security of your information seriously, which 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 through 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 swiftly deal with your problem. 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 Remote Areas (including Mui Wo, Pui O, South Lantau & Tai O) and Outlying Islands (including Peng Chau, Lamma Island & Cheung Chau) will be delivered using SF Express.
Deliveries to Remote Areas and Outlying Islands may require an additional 1-3 working days for delivery.
Please note that 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 Services, who will try their best to arrange your preferred delivery date and time. Please note that our capabilities are limited due to the restraints placed on us by our delivery partners. You can contact our Customer Services on 81913234 or via Whatsapp on 98479066.


When will my order be delivered?
Your order should arrive within 1-4 working days. Deliveries to Remote Areas and Outlying Islands require 2-7 working days for delivery.


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 or by your front door at your request.


SUPPORT & REFUND

What are your office hours?
Our office hours are between 10am and 7pm Monday to Friday, and 10am to 2pm on Saturdays. Our lunch our is between 2pm and 3pm and we are closed on Sundays.


Can I return a product, exchange it or get a refund?
Here at ePet.hk, 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 No Quibble Return Policy.  You may make a return if the item(s) is/are in their original, saleable condition.

Please return your eligible item(s) to our warehouse address below:
ePet Limited, Rm 7, 11/F, Vanta Industrial Centre 21-33 Tai Lin Pai Road, Kwai Chung, N.T.

*For health and safety reasons, all frozen food are not returnable or exchangeable except in cases we shipped the incorrect item.

 


Are receipts sent with deliveries?
No, the receipts are sent by email. If you request receipts on the deliveries, please contact telephone number is 81913234 and Whatsapp number is 98479066.


HOW TO USE OUR WEBSITE?

How do I use the my reward points online?
Click here for more information.


What do I do if the discount code does not work?
You can contact our Customer Services, who will deal with your problem as soon as possible. Our contact telephone number is 81913234 and Whatsapp number is 98479066.


I have requested a password reset for my account and have not yet received it?
You can contact our Customer Services, 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 Microsoft Edge, Firefox, Google Chrome, Opera, Safari, Duck Duck Go and Microsoft Edge. If you encounter any problems 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.