Delivery Performance Pledge
Our performance pledge is to deliver within 1-4 working days, with certain deliveries on the earlier range, and certain deliveries potentially taking a bit longer.
We offer free deliveries to your door for all orders over $300 (or charge a HK$50 flat shipping fee otherwise), and will notify you as soon as possible in circumstances where we cannot meet this performance pledge.
Quicker Deliveries
1. PetProject Express & Same Day Delivery
Want to get next-day delivery on your pet supplies, at NO extra charge? PetProject Express is your answer. Here’s how it works:
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Choose your products from our PetProject Express catalogue.
- Place your order before 11am today.
- Get your product delivered to your doorstep NEXT business day.
- Although we cannot guarantee next-day for Outlying Island customers, you can still expect delivery to occur in the earlier range of our performance pledge (1-6 days, for Outlying Islands).
Same Day Delivery: We also offer Same Day Delivery on case-by-case basis but with a surcharge for customers. Please contact customer service on 56008648 to ask if your parcel is eligible.
2. On-going Autoship Orders
Schedule regular repeat orders of your favourite pet supplies, and save up to 30% when you first set this up. With Autoship, you can set and change your delivery dates as you wish, giving our team ample time to prepare and deliver your orders on the date that you wish. Read more about it, here.
Deliveries that may take a bit longer
3. Outlying Island and Remote Area Deliveries (via TAILS Collection)
Free deliveries to Remote Areas, including remote area deliveries to Lamma Island, Cheung Chau, South Lantau, and Chep Lap Kok are facilitated by the TAILS Collection.
Outlying Islands, Tung Chung, Ma Wan, and Discovery Bay
We still provide to-the-door deliveries for orders over $300 to residents of Tung Chung, Ma Wan, and Discovery Bay*. However, there is a chance that these deliveries will take slightly longer than 4 business days.
*subject to fair use policy and the coverage of our logistics partners; for certain out of coverage areas, clients may be asked to purchase items from TAILS.
Further Away Outlying Islands (e.g. South Lantau, Cheung Chau and Lamma Islands)
These will be handled by SF Express and normally takes between 4-7 working days. In such instances customers will have three options:
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Delivery to SF-Express Service Point: we charge HK$35 for the first 10KG, plus HK$25 for each additional 5KG.
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Delivery to your home: we charge an additional, flat HK$30 for this request, in addition to the fee specified above.
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Free Deliveries: Add any item from our Project TAILS collection, and waive all additional fees. We require one item per 20KG shipment.
Please note “Table 2: Outlying Islands - SF-Express Service Point and Shipment Limitations”.
Our shipping policy is summarized below:
Table 1: General Delivery Guideline Summary
Table 2: Outlying Islands - SF-Express Service Point and Shipment Limitations
4. PetProject Pharmacy (Prescription Diets, Vet-Exclusive Items, and Pet Medication)
General Items (Prescription Diets and Vet Exclusive Items)
This applies to all items in our PetProject Pharmacy collection.
Please allow for an extra 1-2 business days for delivery of first time purchases, as our veterinary team may need to screen your pets prescription and for us to coordinate deliveries of vet-exclusive items.
Pet Medication
This applies to all items in our PetProject Pharmacy collection with a specially denoted “Rx” logo.
The order process will work as follows:
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PetProject will receive rolling orders for Pet Medication orders every week, with a cut-off time of Friday 3pm (or, 3pm of the previous working day, if such Friday falls on a public holiday) (the “Cut-Off Time”).
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Our veterinary team will review all uploaded prescription forms after the Cut-Off Time. Once reviewed and approved, customers will receive their Pet Medications after 5 working days (Saturdays and Sundays are excluded).
We encourage customers to Autoship pet medication which is needed on a regular basis to ensure that you can receive such medication at the same time as your regular orders of pet supplies, as our team will work to ensure your prescriptions are pre-screened ahead of your scheduled delivery date.
All Pet Medications require a current prescription from a vet actively registered with the HKVSB to be uploaded on purchase. As required by law, orders for Pet Medications will only be processed and delivered after our veterinary team has reviewed your pet’s prescription and medical history. Should they need to further clarify your prescription, the delivery process may be delayed.
5. Special Delivery Requests (SF Locker, etc.)
We use a range of logistics partners to optimize for cost so that we can pass those cost savings back to our customers! Customers can opt for their own delivery options but PetProject.HK may charge extra for these requests.
Unique Products
6. Frozen Products
Frozen products are not available for Outlying Islands (e.g. Airport Air Side / Ma Wan / Lantau Island (except Tung Chung) / Kwun Yin Shan) or any self-pickup point (e.g. SF Lockers), customers placing orders in these areas will have to bear an additional 5% transaction fee against refund amount.
Frozen products will be delivered separately from the rest of the order (if there are any regular products).
Delivery time: Monday to Saturday afternoon. Courier will call to confirm delivery time on the delivery day, if there is no one answering the door upon arrival, the courier will return the package to PetProject.HK for re-delivery, extra delivery charges might be generated before a re-delivery is arranged.
Frozen products are not covered in our regular shipping policy, an $60 additional delivery charge will be applied to the first & every additional 5kg of frozen products.
Frozen products will not be dispatched until customers settle the additional delivery charge.
Additional delivery charge can be waived upon customer request a self-pick-up or buying $1200 or more of frozen products in a single order.
