FAQ

General 


    Q: How do I change an Order?

Made a mistake while ordering? You can change or cancel your order before it leaves our warehouse by contacting our customer care team (852) 56185164.

    Q: How do I return an item(s)?

If you find you're not satisfied with an item you've purchased from us, we have a 14 Days Return/Exchange Policy. Products can be returned for exchange if they are not opened, used and are in good resalable condition with original packaging.  Your refund will be processed in the original form of payment within 7 business days. You will be notified via email when this transaction has taken place.   

    Q: Where is my order?

When you place an order online at PetShack, you will receive a confirmation email with a tracking number that you can use to track your order on its journey to your door. Check our Shipping Policy for delivery time estimates, if you have specific shipping requirements feel free to contact us.

Shipping & Deliveries 


    Q: How much do I need to spend to enjoy Free Shipping?

Unlike others, we have No Minimum Spending! Enjoy our free standard shipping. Our standard shipping includes all urban areas of Hong Kong Island, Kowloon and New territories. Except for remote areas and outlying islands.

    Q: How long does delivery take?

We understand your furry friend can't wait to get their favorite treats or toys, which is why we aim to get your order to you as soon as possible. Our Standard shipping time is 1 - 4 Business days from the date of your order, but with an additional $40 you can choose Priority Shipping at checkout and receive your order within 1 - 2 Business days!

    Q: What time of day will my order be delivered?

Deliveries take place 7 days a week between 9 am to 8 pm.

To make it easier for you, when you place an order, make sure to leave specific instructions on where your package should be left if you're not home. Deliveries on public holidays are subject to couriers working hour.

     Q: Is it possible to pay for an order, but have it sent to another address?

That's not a problem at all! Just make sure to put the recipients name and relevant information on the shipping address to avoid confusion.

Payment Information 


    Q: What payment options do you offer?

You can pay securely at PetShack through either Paypal or credit card. We accept Visa, Mastercard and HSBC bank transfer. 

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