PetProject.HK is a vet-owned, carefully curated online pet store for prescription and innovative pet products. Founded in 2011, we are one of Hong Kong’s longest-standing pet websites. 

What makes us different from large marketplaces and other websites:

• Carefully curated range – We are vet-owned and vet-backed, and we don’t list just any product. Every item is selected with your pet’s health and wellbeing in mind.
  
  
• Vet-supervised safety – All medications are stored and dispensed in veterinary clinics, under proper handling, storage, and professional supervision to ensure your pet’s safety.
  
  
• Delight in every AutoShip – AutoShip customers enjoy convenient repeat deliveries, exclusive gifts of innovative new products, and savings of at least 25% when you set-up for the first time.

Not sure what you need? WhatsApp us at +852 9728 0060 and we’ll help you get started (or even loop in a vet team if needed).

We’re mainly an online store so we can keep prices sharp and delivery convenient. Some of our vet partners and our sister clinic operate physical locations, but ordering is done through petproject.HK. If you prefer in-clinic pick-up or advice, WhatsApp us at +852 9728 0060 and we’ll connect you with our partner clinic.

You can browse without an account, but you’ll need one to place orders, manage AutoShip, upload prescriptions, and earn Paw Points. It only takes a minute and keeps all your pet’s info in one place. You can create one before you check out.

We accept all major credit cards (including Mastercard & Visa), PayPal, Apple Pay, Google Pay, and FPS transfers. Payment options will appear at checkout.

Yes. Payments are processed via secure, encrypted payment gateways, and we never store your full card details.

If your order hasn’t been packed or dispatched, we’ll do our best to help you edit it. Message us ASAP on WhatsApp with your order number. Once it’s on the way, any change will need to be handled via our Refund Policy.

If there are no issues with your payment, your card will be charged on your scheduled AutoShip date, and you can expect to receive your order the next day.

Yes. After checkout you’ll get an order confirmation email with your order summary. Once your order is shipped, you’ll receive a shipping notification as well.

Usually, only one promo code can be used per order. Promo codes also can’t be combined with some offers like our Best Price Guarantee and AutoShip orders. If you’re not sure what gives you the best value, WhatsApp us and we’ll help you decide.

Orders over HK$300 ship FREE within most areas of Hong Kong.

All other orders ship for a flat rate of HK$80.

Our performance pledge is 1–4 business days for most areas.

You can speed things up by:

• Using AutoShip to schedule regular deliveries.
• Remote/Outlying areas may take longer, but we’ll let you know if so.

We deliver to most areas in Hong Kong, including many Outlying Islands and remote areas (with some special arrangements and fees if needed). If your address is a bit out of the way, just WhatsApp us at +852 9728 0060 and we’ll confirm coverage and costs.

We can’t guarantee exact time slots, but you can choose your AutoShip date, and we’ll aim to deliver within our pledged timeframe. For very specific needs, WhatsApp us at +852 9728 0060 and we’ll see what’s possible.

SF Express may contact you to rearrange delivery or leave the parcel at a safe place where appropriate. If you know you won’t be home, please WhatsApp us at +852 9728 0060.

AutoShip lets you schedule regular deliveries of your pet supplies, so you never run out of pet essentials, food or even medication 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, skip or accelerate your deliveries. We only allow requests for cancellations after 3 successful billing cycles.

On any eligible product page, select “AutoShip & Save” instead of “one-off purchase”. Pick your frequency and add to cart. Discounts for the first and subsequent orders are clearly shown on the product page.

• Customers get 25% off when you start an AutoShip for a new Product
  
• Up to 3% off on every recurring AutoShip of that product.
  

On top of that, AutoShip orders are protected by our Best Price Guarantee – if you find the product cheaper online (under our conditions), we’ll match it so you never overpay.

Occasionally, we run promotions where discounts get even higher. Stay tuned for great deals!

We can’t guarantee exact time slots, but you can choose your AutoShip date, and orders are delivered the day after payments are processed. 

Cancellations are generally allowed after 3 successful billing cycles. If you have special circumstances (e.g. pet passes away, vet changes diet urgently), WhatsApp or email us and we’ll do our best to help.

To change your AutoShip, log into your account and go to “Manage AutoShip Orders”. From there, you can:

• Click “Change Date” to adjust your next processing date (allow 2 extra business days for delivery).
• Click “Change Frequency” to update how often your order repeats.

Need a hand? WhatsApp us at +852 9728 0060.and we’ll adjust it for you.

We’ll email you around in advance before any price change kicks in. You can review, adjust or cancel your AutoShip before the new price applies. If a price change slips through and you’re unhappy, our 7-day no-questions-asked return policy still applies (within product conditions).

Assuming there are no issues with payment, you will receive your order the day after your scheduled AutoShip date. Extra time may be required for remote areas, in which case you’ll be able to track via SF Express.

The dispensing fee is a fixed fee from our sister clinic for safely storing and dispensing medical products. 

Instead of pausing, we encourage customers to skip or schedule a future date so we can anticipate your demand and stock up for you. 

To do so, go to your AutoShip management page, you can skip the next delivery or move the date forward/back.

View here

Yes. Update your address or payment details in your account, then double-check your AutoShip settings to ensure the change is applied. If you’re not sure it’s updated correctly, WhatsApp us at +852 9728 0060.

Our Bulk Buy Discount rewards you when you purchase multiple units of the same product in a single order. Once you meet the minimum quantity, the discount is automatically applied at checkout.

For cans

(Exact minimums may vary slightly by product.)

• 1% OFF – minimum 24 units (depending on the product)
  
• 1.25% OFF – minimum 48 units (depending on the product)
  

For non-canned

• 1% OFF – minimum 2 items
  
• 1.25% OFF – minimum 4 items
  
• 2% OFF – minimum 8 items
  

This way, the more you stock up, the more you save.

Yes, bulk discounts can stack with AutoShip, where applicable. Paw Points can’t be stacked on top of AutoShip discounts for the same item.

Paw Points are our rewards program – every time you shop, you earn points that you can turn into discounts on future purchases. It’s our way of saying thank you for spoiling your furkids with us.

For every HK$1 you spend, you earn 1 Paw Point. Each Paw Point is worth HK$0.01 when redeemed. The more you shop, the more you save.

Each Paw Point is valid for 365 days from the date it’s earned. Remember to use them before they expire — or WhatsApp us at +852 9728 0060 and we’ll help you plan a redemption.

1. Click the Paw Points icon at the bottom right of your screen or go to your account and click Paw Points.
   
2. Go to “Ways to Redeem”.
   
3. Convert your points into discounts and apply them at checkout.

You can double your Paw Points discounts which is applicable to all our Innovative Brands.

Our AutoShip orders are covered by PetProject’s Best Price Guarantee.

If you find another Hong Kong-based online pet store selling the same item for less, send us the link and we’ll match the price on eligible items (future AutoShip cycles included). This excludes platforms like eBay and Taobao, “close to expiring” products, and clearance items.

• Only applies if the item is in stock and available for immediate purchase from another HK e-commerce pet store.
• Does not apply to clearance, near-expiry or special bundle deals.

Send us the product link, your PetProject order number (if any), and the price you see via WhatsApp or email. We’ll check and confirm if the guarantee applies, then adjust for your future orders or AutoShip where applicable.

WhatsApp us at +852 9728 0060

No, you can’t stack up Paw Points to an AutoShip Discount but you can stack up Bulk Buy discount with an AutoShip discount.

PetProject.HK facilitates the safe dispensation of prescription-only-medication inside the premises of a veterinary clinic.

To order:

• Search for the prescription product you need.
  
  
• On the product page, upload a valid prescription from your vet.
  
  
• Add the item to your cart and check out.
  
  

Please allow extra time for our veterinary team to review and dispense medication.

We offer a curated range of prescription diets, medications, supplements and health products for dogs and cats, all selected for safety and effectiveness. If you can’t find your pet’s prescribed item, WhatsApp us a photo of the label and we’ll suggest the closest match or alternative.

Yes. We’re required to verify your prescription with your vet or from the documents you provide. This helps keep your pet safe and ensures we’re dispensing in line with veterinary instructions.

If you don't have a prescription, you can now get a $400 rebate in Paw Points when you get a fresh one at Dr Hugh's Veterinary Hospital, our sister clinic in Tin Hau.

Contact our Vet Partners

Contact your veterinarian immediately or go straight to an emergency clinic if it seems serious. You can also let us know what happened so we can review the product and support you, but your vet should always be your first point of contact for medical issues.

No, you can’t add an item to your cart without attaching any valid prescription.

A valid prescription should include the following:

• Your vet’s full name
• Your vet’s signature
• The clinic chop/stamp
• Product name and dosage
• Frequency and quantity
• English so our vet partners can 100% make sure they dispense the accurate products to your pet.

Always follow storage instructions on the packaging or from your vet (e.g. “keep refrigerated”, “store below 25°C”). If you’re not sure, send us a photo of the label and our vet partners will help you interpret it.

• Returns: within 7 days of delivery, unused and in resalable condition.
  
• Foods, treats, medication and other shelf-life products: returns are case-by-case for health reasons. Medications are generally not refundable.
  
• Free Gifts: Non-returnable.
  
• If items are incorrect, defective or damaged on arrival, we’ll arrange replacement or offer Paw Points.
  
• Orders paid with discount codes / points / store credit are refunded as Paw Points.

All returns are subject to Fair Use and final discretion by PetProject.HK.

WhatsApp us at +852 9728 0060 with your order number, photos and reason for return. We’ll confirm whether your item qualifies and share the easiest way to send it back.

Generally, no, unless there is a clear error or damage on arrival. Because of safety and legal reasons, we usually cannot accept returns of prescription meds and some diets once they’ve left controlled storage.

WhatsApp us at +852 9728 0060 and we’ll review your case individually.