Frequently Asked Questions

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 not a subscription, but 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 do request for cancellations only after 3 cycles (as we'll stock for you in advance and prevent stockouts). With autoship, we hope to better forecast demand, and in turn deliver to you superior customer service and more predictable delivery times.

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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.  Each item is its own “autoship” order, so pick the frequency that makes the best sense for you, and remember to take full advantage of our bulk-buy discounts!

你知道怎樣使用自動循環訂購功能嗎？
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！

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!

For certain brands and during promotional periods, expect additional discounts.

All Autoship orders are covered by PetProject’s Best Price Guarantee.

If you do find someone selling your product for cheaper, please send us link of the product, and we'll match for all future orders. 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.  In the rare event we REALLY can’t match the price, PetProject will issue a full refund with our sincerest apologies.

我們給你「最佳價格保證」！
如果你發現你已購買的商品在其他平台上購買會更便宜，請把該商品的連結告訴我們，我們將會跟隨你提供的價格在未來循環訂單作出調整。
此保證的有效條件：
1. 該商品於另一香港網上寵物用品商店有現貨出售（Ebay及淘寶除外）
2. 不是即期貨品或清貨商品
「最佳價格保證」不能與優惠碼、PawPoints及其他優惠同時使用。若我們真的不符合「最佳價格保證」，我們會給你最真誠的道歉及全額退款。

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 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 

• Order quantities, as most of our products benefit from bulk buy discounts of up to 40% (and yes, your Autoship Discounts stack on top of your bulk buy discounts!).
• Cancel Autoships: cancellations can only be made after 3 cycles (as we stock up for you to ensure there's no stockout of your favourite products!), but contact us if you have extenuating circumstances.

If you need to make amendments to any of the above, please contact customer service.

We designed Autoship with our customers in mind, specifically, reducing stock-outs. By requiring 3 cycles, it allows us to stock up for you and better forecast demand.  While it's still possible there's a supply shortfall, we'll be able to tell you with advanced warning, and recommend you alternatives from our 5000+ product list. 

Most items are. If there's something you'd like to set on autoship but is not currently offered, please contact customer service.

Yes! Also, if we can tag it along with your Autoship Order, we will waive any shipping charges for orders <$300. You will have to create a new regular order and process payment. Check out our PetProject Express scheme to see readily in stock items.

Yes, you absolutely can.

See how it works in these three simple pictures, below:

Your credit card will be charged automatically at around 8:30pm on the date which you've set for autoship, and not a moment earlier. 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.

Your credit card will be charged at around 8:30pm on the day which you've scheduled an autoship, and not a moment earlier. 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!

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. 

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.

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.

Each Paw Point is valid for 365 days from the date of purchase so remember to spend them!

Simply click the check-out button in your cart!

You'll only need to provide us with your preferred payment method and shipping address.

We accept all major credit card (including Mastercard & Visa), PayPal, ApplePay, Google Pay, and FPS transfer.

Yes! Please transfer to the account below:

Account Number: 012-898-2-007006-0
Name: ATP Holdings Ltd.
Bank: Bank of China

(a) RETURNS:

PetProject.HK has a generous 15-day returns 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 / 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.

(b) CANCELLATIONS:

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. 

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.

We sell select prescription medication through strategic veterinary partners on receipt. However, we must get a copy of your existing prescription and our vet team will screen these prescriptions to make sure the medicine is safe for use.

All PetProject.HK prescriptions are checked and fulfilled by strategic veterinary partners.

Simply add the item to cart; upload your pets prescription form for the first time you’re ordering a particular product,  and place your order.

We are required to obtain a copy of your prescription from your vet on your first purchase with us.

For the fastest processing time, simply upload your pet’s prescription form on the purchase page.  Alternatively, we can contact your vet on your behalf. 

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.

*Folks in Discovery Bay, Ma Wan and Tung Chung - you’re not considered “remote” and already enjoy free deliveries for $300 and up. Talk about having your cake and eating it too!

Yes! Simply buy ONE item in the Project TAILS collection and, like the rest of Hong Kong, 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.

Simply put, we will deliver anywhere SF Express can reach (and which most other e-shops will not). Peng Chau, Lamma Islands, South Lantau, Cheung Chau, Mui Wo, you name it. All you need to do is shop as usual and add at least ONE item from the TAILS collection and you're set! Folks in Discovery Bay, Ma Wan and Tung Chung - you’re not considered “remote” and already enjoy free deliveries for $300 and up. Talk about having your cake and eating it too!

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.