Frequently Asked Questions

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 (help@petproject.hk).

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 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.

How do I set up Autoship so I can receive a recurring delivery?

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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!

Why 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!

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

What if I see someone selling my product for cheaper?

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

How does your Best Price Guarantee work?

If you do find someone selling your product for cheaper, please send us link of the product - we will give you a refund for the purchase. 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.

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 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 
What can't be changed for Autoship orders?
  • 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.

Will you run out of stock on Autoship?

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.

Are all items on your website eligible for the Autoship & Save offer?

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

Can I add extra one-off items to my scheduled Autoship order?

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.

Can I stack my bulk buy discount together with the Autoship discount?

Yes, you absolutely can.

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

When will my credit card be charged?

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.

When will my Autoship order be delivered?

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!

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. 

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?
How much is shipping?

Orders over $300 ship free*!  All other orders ship for a flat rate of $50. *Yes, including Discovery Bay, Ma Wan and Tung Chung!

*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. 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:

  1. PetProject Express: buy everything in this collection and get your products shipped the next day.

  2. 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!
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 all 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!

I live in Peng Chau/Lamma/Mui Wo and I want deliveries to my door! Tell me about the Project TAILS Scheme.  How does that work?

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 PetProject Affiliate and charity partner, TAILS, to serve more “remote”* areas of HK, like Lamma Island, Mui Wo and Peng Chau. 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.

*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!

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.

Longer delivery times apply for remote areas.  See our full shipping policy here.

Who will be delivering my order?

We ship using a range of premium fulfillment partners to provide you with the fastest and most reliable service available.

How will I know my shipment is en-route?

Our system will generate a message to you the day before a delivery to let you know your order has been dispatched to a centralized logistics warehouse.  On the day of delivery (that is, the next business day), you will receive an SMS or WhatsApp message from our fulfillment partners to give you the courier’s number and GPS coordinates so you can track when the products will get to you.

Do I need to be there to sign for it?

For most of our orders, if you’re not home & unless you request otherwise, the driver will leave your package at the door or with your doorman.

Do you ship to SF Express pickup points?

Yes!

How do I make a purchase?

Simply click the check-out button in your cart!

What information do I need to check out?

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

What forms of payment do you accept?

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

Can I deposit into your bank account?

Yes! Please transfer to the account below:

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

What is your return policy?

Our policy is simple: if you’re not 100% unconditionally satisfied with your product, you can return them to us within 30 days of purchase. If there is a defect in the product, we will gladly bear the shipping cost.  Otherwise, we will charge on a case-by-case basis for returning the product to us (alternatively, you may arrange the return to us at your cost).  Usually we waive the return fee if returns are made on a subsequent order you make with us. PetProject.HK only takes title of returned items until it arrives at our fulfillment centres and after we’ve had a chance to inspect the products.

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.

What prescription items do you sell?

We currently sell prescription food only.  We are expecting to launch the sale of prescription medication with our sister company NPAH on our site soon, so keep an eye on this space!

How does PetProject.HK source its prescription products?

All PetProject.HK prescriptions are checked and fulfilled by our sister company, North Point Animal Hospital, a fully licensed veterinary hospital.

How do I order prescription items?

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.

Do prescription products require authorization from my vet?

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

How does PetProject.HK get authorization from my vet?

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. 

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 PetProject Affiliate and 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!

Can I really get free deliveries to Peng Chau / Mui Wo / Lamma Islands?

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.

What areas are covered by Project TAILS?

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!

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.