Here are a few of the questions we get the most. If you don't see what's on your mind, reach out to us anytime on phone or Whatsapp (+852 5600 8648), or email (firstname.lastname@example.org).
How much is shipping?
Orders over $300 ship free*! All other orders ship for a flat rate of $50.
*For orders to further-away Lantau (e.g. Tai O, Cheung Chau, Lamma, Mui Wo & Ping Chau), we do request you buy any one item from the Project TAILS collection to qualify for free shipping per 20KG. Part of the proceeds for purchases here goes to supporting TAILS, our charity partner in Lantau. Otherwise, we do have a weight-based shipping charge, see our full shipping policy here.
How long does it take to get my order?
Our performance pledge is to deliver in 1 - 4 business days, but you can speed up and better time your deliveries by using:
PetProject Express: buy everything in this collection and get your products shipped the next day.
- Autoship & Save: set the frequency of your deliveries so you never run out again. Oh, and save up to 30% on your first Autoship with us!
Longer delivery times may apply for remote areas including Outlying Islands, South Lantau, Cheung Chau, Tung Chung, Ma Wan, and Discovery Bay. See our full shipping policy here.
I want free next day deliveries. Tell me about PetProject Express. How does that work?
PetProject Express utilizes best in class inventory management technology to prioritize readily in stock items for sale. Simply purchase any items in the Express collection, before 11am on any business day (so we have time to pack!) and get your parcel the next business day. Easy!
How will I know my shipment is en-route?
You'll receive a notification once your order is shipped.
What forms of payment do you accept?
We accept all major credit card (including Mastercard & Visa), PayPal, ApplePay, Google Pay, and FPS transfer.
What is Autoship?
Autoship lets you schedule regular deliveries of your pet supplies, so you never run out of pet food or other essentials like training pads and treats ever again. PetProject's Autoship is a tool which allows you to set your own delivery schedule with us: you can set a specific date, pause, postpone or accelerate your deliveries. We only allow for request of cancellations after 3 cycles.
How do I set up Autoship so I can receive a recurring delivery?
Instead of “one-off purchase”, just select the “Autoship and Save” option on your product page. The upfront welcome discount and discount of every subsequent order is shown on the product page.
在商品頁面中，選擇“Autoship and Save”選項取代“one-off purchase”。第一次購買優惠及以後每次的購買優惠會於商品頁面中顯示。每項商品有各自的自動循環訂購，你可以選擇最適合你的訂購頻率，也不要忘記使用大量扣買優惠以獲得最多的折扣！
What is the discount offered on Autoship?
Each Autoship comes with great savings, going up to 30% off each time you start an autoship for a new SKU, and up to 5% for every subsequent autoship of that product. If that isn’t good enough, each Autoship order is also protected by our Best Price Guarantee, which means if you find something cheaper online, we’ll match it. That way, you can sit back and relax, and spend precious time with your furbabies!
How does your Best Price Guarantee work?
If you do find another retailer selling our product for cheaper, please send us link of the product, and we'll match the price. Our guarantee is only eligible when the item is available for purchase immediately at another Hong Kong-based e-commerce pet store (excluding Ebay & Taobao), and is not a “close to expiring” product, or product on clearance. Promo codes, PawPoints, and other discounts cannot be used in conjunction with our Best Price Guarantee.
How can I change my Autoship?
Log in to your account, and go to “Manage Autoship Orders”. That page will show you all your products on Autoship. From here, you can:
- Click “Change Date” to pick the date your next Autoship order will be processed . Please allow for an additional 2 business days after your order is processed for the parcel to get to you.
- Click “Pause Autoship” to pause,
- Click "Change Frequency" to set your desired frequency
Can I cancel my Autoship order?
Cancellations can only be made after 3 cycles. If you have any extenuating circumstances, please contact customer service.
Can volume discounts be stacked on top of Autoship?
Yes, you absolutely can.
When will my credit card be charged?
Your credit card will be charged automatically on the date which you've set for autoship. Our team will process your delivery the next working day after the payment has gone through. You may see a pending charge on your credit card as soon as we begin to prepare your order, which could be as early as 24 hours ahead of your scheduled ship date. There's no need to call or update anything online.
When will my Autoship order be delivered?
Your credit card will be charged on the day which you've scheduled an autoship. Our team will then dispatch your order to a centralized logistics center the next day, and the parcel will reach you a day after that (i.e. 2 business days in total). Easy!
What if there’s a price increase to your Autoship order?
We will notify you via e-mail 1 week in advance of impending price adjustments, and you will have an option to cancel the autoship order. If for whatever reason you’ve missed our e-mail, and the product is shipped to you, we have a 30 day no questions asked return policy.
How do I order prescription items?
Simply search for the item and add to cart. Then you can upload your pets prescription and place your order.
To ensure delivery, we kindly ask new customers to provide the receipt for prescription issued by their veterinary clinic prior to payment. Regrettably, we are unable to arrange delivery without this receipt. We apologize for any inconvenience caused.
What prescription items do you sell?
We provide a range of prescription food and medications to support the overall health of your beloved pets. Our products are carefully selected to ensure their safety and effectiveness in promoting the health and well-being of animals.
How do I know which items require a prescription?
All prescription items ask for a prescription upload on the product page.
Do prescription products require authorization from my vet?
Yes, we are required to obtain authorization of your prescription from your vet.
If my pet experiences a negative reaction to the medication, who should I contact?
In the event of a negative reaction to the medication, please contact your veterinarian immediately for further assistance and guidance regarding your pet's well-being.
What are Paw Points?
At PetProject.HK, we are super proud of our low prices, easy returns and fast delivery, but even with all of this, we understand that spending money can be difficult. To make it a little easier, we have introduced Paw Points - a rewards program that gives you credit for spending money.
How does it work?
Paw Points works like this: for every HK$1 you spend on products for your pet at PetProject.HK, we give you 1 Paw Point; each Paw Point is worth HK$0.01. So, every time you spend money on poochie or kitty, you earn a reward.
How long are Paw Points valid for?
Each Paw Point is valid for 365 days from the date of purchase so remember to spend them!
How do I use my Paw Points?
1. Log into your account on our website or mobile app.
2. Check your Paw Points balance in your account dashboard.
3. At checkout, select the option to apply Paw Points.
4. Enter the desired amount or percentage of Paw Points to apply.
5. Review your order summary and confirm the transaction.
6. Receive a confirmation and updated Paw Points balance.
What is your return & cancellation policy?
Customers may arrange for the return of goods purchased on our site within 15 days of delivery, provided:
1. Products are in unused and in good resalable condition.
2. For health reasons, we can only accept returns on a case by case basis for foods, treats and other goods with a shelf life.
3. Clearance / sale items cannot be returned or exchanged.
4. In instances where goods are found incorrect, defective or damaged on arrival, PetProject.HK will bear the cost of, and arrange for, replacement, or offer Paw Points in lieu of replacement.
5. For any other returns, the customer can arrange for a return to our offices at their own cost. Alternatively, PetProject.HK can do so with $100 handling fee plus logistics cost.
6. For orders fully or partially paid by discount codes, reward points or store credit, refunds will be issued in the form of store credit which can be used for future purchases from petproject.hk.
Under all circumstances, PetProject.HK's returns policy is subject to Fair Use. PetProject.HK will have final discretion on whether or not to accept returns.
Refunds will usually be processed within 15 days upon arrival at our warehouse and after inspection of the returned products.
In circumstances where an order from a customer has been received and the customer wishes to cancel such order, the customer will have the option to either accept (i) Paw Points reflecting the full value of their order, or (ii) a refund to their credit card reflecting 95% of the value of their order to cover 3rd party payment gateway charges. Once an order has been dispatched, this will be governed by our Returns Policy as provided for above.
What do I do if I need to return something?
Give our team a call or send us a message at +852 5600 8648. If you're feeling generous, send us a photo like this one so we can have a good laugh at the office.
Tell me about the Project TAILS scheme.
At PetProject.HK we want to keep prices low and customer service awesome for everyone in Hong Kong, including further away places.
The Project TAILS scheme is a partnership with our charity partner, TAILS, to serve more “remote”* areas of HK, like Lamma Island, Mui Wo and Peng Chau. Our Charity Partner, Team for Animals in Lantau South (TAILS), endeavours to provide a point of contact, safety and care for animals in need on Lantau Island and beyond. Find out more about them here.
Can I really get free deliveries to Peng Chau / Mui Wo / Lamma Islands?
Yes! Simply buy ONE item in the Project TAILS collection and get your parcel shipped FREE for orders over $300. Shop with us knowing that a portion of proceeds here will go to supporting the safety and care for animals in need on Lantau Island.
Can I still get delivery to Peng Chau / Mui Wo / Lamma Islands if I don't purchase anything from the TAILS collection?
Yes, but please note the below limitations:
1. Delivery to SF-Express Service Point: we charge HK$35 for the first 10KG, plus HK$25 for each additional 5KG.
2. Delivery to your home: we charge an additional, flat HK$30 for this request, in addition to the fee specified above.