FUR Promise

Nothing is more important than your pets' health and happiness. For that reason, we offer our Fresh Upon Receipt Promise!

We have complete confidence in the quality of every one of our products offered. Our guarantee ensures that only fresh quality products with more than 3 months shelf-life are delivered to our customers.

So, no need to worry, simply send us an email at info@petshack.hk and our team will take care of everything for you. We'll immediately process a refund or promptly replace your product. Your satisfaction is our priority, and we'll ensure that you're a happy customer.

Here's How It Works

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Like our FUR promise says, we want you and your pet completely satisfied - no ifs or tails about it.


Contact Support

Call us 5618-5164 or email info@petshack.hk to let us know how to help


Send Us Your Receipt

We're here to help. Let us know the date of your order and the product expiration date received. We'll make sure you get the right product with fresher quality, or if you still wish to return your order, our PetShack team can assist you.


We Process Your Request

We will replace or refund your purchase minus the cost of shipping and handling. The refund or product replacement can take 7-10 business days to process. We aim to make this process hassle-free.

Why We offer FUR Promise

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We're Just That Confident

⭐ Each products we store in our shop, we prioritise product freshness.

📦 To ensure product freshness, we use First Expiry First Out (FEFO) method for stock rotation.

✅ With FEFO, our product inventory guarantees more than 3 months shelf-life.

Hear From Our Happy Customers

Based on 39 reviews
Jimmy Y.
Great First Order Experience!

I'm very pleased with my first order. Fast delivery and reasonable price.

I like PetShack!

I really like PetShack. Their team is so helpful and friendly. I am an email subscriber and I always receive exciting coupons & offers almost every week!

Best Shop for Pet Supplies in HK!

PetShack has it all — amazing treats and quality food choices, unique dog toys, highly rated pet shampoo, and more. They stock hard-to-find, imported items at reasonable prices. Owners are friendly, knowledgeable and offer helpful recommendations. They were also able to accommodate my walk-in visit to their shop. Everything they suggested has been a big hit with my doggo 🥳 thank you so much petshack! We’ll be back for more! 🫰🏼

Corinne Ho
Efficient and good price

Very efficient
Good price and not a high limit in order to get free delivery

sally Yap
Delightful service......

I don't normally write reviews but in this instance I felt compelled. Petshack's quality of service is absolute tops - responsive and prompt in every aspect. Kay has been a delight to deal with.
Definitely a fan!

Sze Ki Lam
Good service and super fast delivery

Quick response and reply from customer service. Fast delivery with beautiful packing🤗
Will keep purchase from PetShack🫰🏻

Chit Chit Cherry
Good store with good service !!!!!!

Because I was eager to buy cat good that was not easy to get from normal pet shop. I called them in afternoon and wanted to receive it in the evening. They were very helpful in accepting my urgent request and accommodated me to deliver it to the nearby MTR station. They packed it into a clean and beautiful box with a little gift. They provided good service with heart. And I definitely will order the goods from them.

Gianne V
Happy cats, Happy life

Very happy with the excellent customer service and speedy+safe delivery of my items. I ordered a bunch of toys for my cats, and they love the cat tunnel as well as the sassy sushi toy! I couldn't resist the cool deals they have on dogs selections as well, so I also ordered a bunch of things for my friends' pets too.
Their website's super easy to use, so no fuss or dramas when ordering. Can't wait for more cat selections! Will definitely get more stuff from them.

Online gem for pet lovers in HK!

Been wanting to treat my giant schnauzer, Luna, to some treats and toys but was overwhelmed with the options available on the market. PetShack team was prompt in responding to my queries and gave a helpful list of suggestions on what Luna might like. Website was simple and easy to navigate. Everything was packaged well, delivered quickly and reasonably priced. Luna is a spoiled and happy pup. Thank you so much, PetShack! Highly recommended and will be back again ❤️


我本身係唔喜歡寫評語嘅人,但他們的送貨速度同包裝,我真心覺得實在太好👍🏻。 今次係我第一次買,因為貓仔嘅凍乾牌子四周圍都缺貨,所以我喺網上不停搵,點知見到呢間舖頭有貨不過唔係貓仔食開嗰隻味道,所以諗住買兩包試吓,其實都係諗住有貨就買唔想再等,點知搵到呢間公司,簡直令我十分之喜出望外。



Lucy Villanueva
Better than 5 stars

Ordering is so easy as ABC. I am not a techy person but I found their online ordering very easy and entertaining. Keep up the excellent job👍🏻

Professional services

令人意想不到的快捷而準確服務。 Whatsapp詢問已是店舖下了班的時候,但仍迅速回應並立時作網上下單後在30分鐘內送來貓糧! 簡直從來未遇過的迅速服務。而收到的包裝尤如禮物盒般細緻美觀。包裝成本高昂實在替他們感到心疼!

Geoff Chau


Professional Manner

Prompt reply, speedy delivery.

Vincent T.
Great transaction!

Easy to use website, and transaction system. Fast and reliable delivery service, quality products!

Simon L

Helpful communication, very fast shipping. I was honestly blown away by the packaging! The dog treats and toys were wrapped with coloured paper and came in a really nicely designed box, wow wow! 5 stars for sure and will definitely be a returning customer.

Frequently Asked Questions

1. Where do I return the product?

Please send your return to:

Room D7, Block D, 1/F, East Sun Industrial Centre, 16 Shing Yip Street, Kwun Tong, Hong Kong

Include your piece of paper with your name, email address, and order number. Customers are responsible for shipping costs.

2. When will I get my refund or replacement product?

Your refund or replacement product will be processed within three business days and my take up to 10 business days. We aim to make this process hassle-free.

3. Can I exchange it for another product?

Absolutely! Products can be returned for exchange if they are not opened, used and are in good resalable condition with original packaging.

4. Are clearance products included?

This offer does not apply to clearance products. Should there be any dispute, PetShack reserves the right to make final decisions.

5. Do I get full refund?

You will receive a refund for the order purchase minus the cost of shipping.

6. Within how many days do I have to request?

Unlike most companies, we do not have a time limit on our FUR promise.

7. What if the product is open and partially used?

Products returned must be with original packaging, unused, not opened, no wear or damage and in good resalable conditions.