Shipping

Delivery Fee:

Free delivery for orders over $250 and weight under 1 kg by SF Express (can deliver to SF cabinet / SF pick up points or home / office address). 

For goods over 1 kg, free delivery over $400 to most areas on Hong Kong Island, Kowloon and New Territories.

A $50 delivery fee will be applied to orders not meeting the free delivery thresholds.  If you want to pay for your own delivery fee (paid by receiver), you may use the discount code "SELF" to waive the delivery fee in shopping cart.

For buildings without elevator, customers are required to come down to pick up their order or pay a surcharge (please call for details).

There is a surcharge for orders delivered to Discovery Bay, Sai Kung, Stanley, Tai Tam, the Peak and outlying islands (Cheung Chau, Ping Chau, Lamma Island, Lantau Island).

Shipment outside Hong Kong is subject to additional shipping charge. Shipment can be made by regular post or special delivery. Please email us for details.

Note:

Delivery is not available to other outlying islands and hard to access areas (areas not accessible by cars).

 

Special Location:

Shek O:

Currently, we cannot provide delivery to Shek O.

  

Discovery Bay:

Minimum order for free delivery is $1500 for Discovery Bay.  If the order is above $400 but under $1500 (Discovery Bay), $60 surcharge will be applied.

For small or light items (< 5 kg), we may be able to send the order by SF Express without surcharge.  Please contact us for details.

    

Sai Kung / Stanley / Tai Tam / the Peak:

Minimum order for free delivery is $650.  If the order is above $400 but under $650, a $30 surcharge will be applied.

For small or light items (< 5 kg), we may be able to send the order by SF Express without surcharge.  Please contact us for details.

  

Ping Chau / Cheung Chau / Lamma Island / Lantau Island (to Pier in Central only):

Maximum weight allowed is 30 kg, surcharge will be applied based on the actual shipment weight.  Please contact us for detail.  Extra shipping cost has to be prepaid prior to delivery.  We will deliver the order to the pier in Central only.  Customers are required to pick up their own order from the destination pier themselves.

For small or light items (< 5 kg), we may be able to send the order by SF Express without surcharge.  Please contact us for details.

  

Self Pick Up:

All pick up orders have to be made in advance via WhatsApp or online.  Our warehouse is not open to the public so please make prior arrangement before pick up.

 

Shipping to Macau:

We can ship small and light items via SF express.  Macau customers can collect the goods at any SF centre in Macau and pay for the shipping fee upon pick up.  

For bulky items, the minimum order is $1000.  We will deliver the goods to the warehouse of logistic company in Hong Kong.    

In both cases, customers in Macau are responsible to pay for HK to Macau shipping fee and they should arrange to clear customs in Macau if necessary.

All Macau orders have to be paid in advance by bank transfer (you can deposit to our BOC account in Macau, please contact us for details).

  

Shipping to Mainland China / Overseas Countries:

For customers in Guangdong province, Beijing, Tianjin, Shanghai, Chongqing, shipping fee is $130 for the first 5 kg, then $20 per additional kg. Guangdong customers will get a 25% rebate on shipping fee. We cannot ship to other provinces and cities at the moment due to the very variable delivery time.  Order will be shipped out within 2-4 working days after payment is made. Shipping time is around 4-10 working days. The online shipping cost is only an estimate, we will confirm the actual shipping fee after we receive your order.

We also ship to Japan, Taiwan, Singapore, Malaysia but we will confirm the shipping rate by email.  All orders have to be paid in advance by PayPal / credit card or bank transfer before shipment is made.  

Note:

For customers in mainland China / overseas countries, you may be required to pay for import taxes or customs duties, which are not included in the shipping fee, you will need to pay for those costs yourself.  

Customers are responsible to check with their customs office to see if you can import the goods you plan to purchase.  If your order is returned because it is banned / restricted, or you enter the wrong address or refuse to pay customs fees, or no one is available to receive the parcel, you will be refunded the total amount of the order, minus the shipping charge, 30% of order value (as restocking fee), return postage fees, and other fees incurred such as warehousing fees, etc.

If the cost to return the product to us is larger than the cost of the refund due or if the product is seized by customs, there will be no refund.  In addition, refund can only be issued when the product is returned to our warehouse.

    

Delivery Schedule:

Most items will be delivered within two to four working days (excluding Sundays and public holidays). Please note that we cannot arrange for same day delivery. Please order in advance to ensure that your pets won't run out of food.

 

Delivery time:

Monday to Saturday: 10:00 a.m. to 10:00 p.m.
No delivery on Sundays and Public Holidays.

We will not deliver if we cannot contact you by phone on delivery day and make sure that someone is home to receive the products.

 

Out of Stock Items / Backorder:

Once we have received your order, we will confirm product availability and delivery day via WhatsApp. If some products are out of stock, you can change, hold, or cancel your order. In all cases, the minimum order for free delivery is $400. If you break your order into two deliveries, it will be considered as two orders and the discount is calculated per order basis.

Case 1: If you order A and B for a total of $400 and B is temporarily out of stock, you can hold your order and wait for new stock or change your order and make it up to $400 for immediate free delivery.

Case 2: If you order A ($600) & B ($400) for a total of $1000 but B is out of stock, you can hold your order, wait for new stock of B, have A & B delivered at one time and enjoy 10% discount. Alternatively, you can break this into two deliveries / orders. You can get A first and have it delivered immediately while you wait for B. Product A will have 5% discount and product B will get free delivery but no discount.