Delivery and Return Policy

Delivery and Return Policy

Delivery Terms

Shipping Fees

  • Free Shipping: Orders of HK$250 or more qualify for free delivery (except remote areas).
  • Standard Shipping Fee: Orders below HK$250 incur a HK$40 delivery fee.
  • Remote Areas: $50 (flat rate)

Remote Areas (Mui Wo, South Lantau, Pui O, Lau Fau Shan, Tai O, Lamma Island, Cheung Chau, Peng Chau)


Delivery Time

  • Processing Time: Orders are typically delivered within 2–4 working days (excluding Sundays and public holidays).
  • Delivery Hours: Monday to Saturday, 11:00 AM to 8:00 PM (delivered by SF Express).
  • No Delivery Days: Sundays and public holidays.
  • Special Arrangements: Contact us for specific delivery requests.

Remote Area Delivery Arrangements

  • Outlying Islands (Lamma Island, Cheung Chau, Peng Chau) and Mui Wo: Delivered via SF Express. Parcels must be collected at the designated SF Express service points below, with notification upon arrival.
  • Area Service Point Name Point Code Address Operating Hours
    Lamma Island Lai Yuen Convenience Store 852Q3001 G/F, 27 Yung Shue Wan Main Street Daily 10:00–20:00
    Lamma Island Lamma Island Fishermen’s Culture Village 852Q3003 G/F, 5 First Street, Sok Kwu Wan Daily 10:00–18:00
    Cheung Chau Hung Fat Department Store 852M3001 G/F, 53 San Hing Street Daily 09:00–21:00
    Cheung Chau Tide Point Logistics 852M3002 G/F, 75 San Hing Street Daily 09:00–21:00
    Peng Chau Monkey Ding 852Q3006 G/F, 7 Wing On Street Daily 10:00–19:00
    Mui Wo Lai Hing Lung 852Q3005 Shop 16, Mui Wo Centre, 3 Ngan Wan Road, Lantau Island Daily 10:00–20:00
  • Please visit the SF Express Hong Kong website (htm.sf-express.com) to check the latest service points and operating hours, or contact the SF Express hotline (+852 2730 0273) for details.
  • Discovery Bay and Ma Wan: Delivered via courier. Without specific delivery time arrangements, delivery takes 2–5 working days.
  • Non-Deliverable Areas: Lo Wu, Mai Po, Man Kam To, Ta Kwu Ling.
  • Delivery Coverage: Do not ship to locations outside of Hong Kong.

Return Policy

  • Return Window: Items can be returned within 14 days, provided they are unused and resalable for a full refund.
  • Return Shipping:
    • Customers bear return shipping costs unless the item is damaged or incorrect upon delivery.
    • For damaged or incorrect items, notify us within 14 days for a refund or free replacement.
  • Non-Returnable Items:
    • Items that are incomplete, damaged, have broken safety seals, or are not resalable.
    • Frozen pet food (due to storage and hygiene reasons, no returns or exchanges).
  • Return Method: Use a reliable shipping method. We are not responsible for items lost or damaged in transit.
  • Return Process: 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 (TEL: 98479066), Rm 7, 11/F, Vanta Industrial Centre, 21-33 Tai Lin Pai Road, Kwai Chung, N.T.
    You may return the item(s) at your own expense (e.g., SF Express, HongKong Post, or in-person) or request us to collect the item(s) - a quotation from the courier company will be provided (to be deducted from your store credit). Refund will be processed within 14 days after we have received and inspected the item(s).
  • Manufacturer Warranty: Some products include a one-year warranty. Contact the manufacturer for repairs or replacements.
  • Unauthorized Returns: Will not be processed.