FUR Promise


Nothing is more important than your pets' health and happiness. For that reason, we offer our Pet Food and Supplies in Hong Kong with 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

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.