Shipping & Return
Petopia (HK) Company ships all orders within Hong Kong via SF Express.
How much does shipping cost?
Flat rate: HK$30 per order
Free shipping: Orders over HK$600 will receive free delivery
When will I get my order?
All items are made-to-order and typically ship within 21–65 business days depening on preparation.
Once shipped, delivery usually takes 2–4 business days.
Can I cancel my order?
Yes — orders can be cancelled within 48 hours of purchase, as long as production has not started.
Custom or personalized items are not eligible for cancellation.
What is the return policy?
We accept returns or exchanges for the following:
- Defective or damaged items
- Incorrect items sent by Petopia
Please contact us at info@petopia-official.com / Whatsapp / IG within 1 day of receiving your order.
Kindly include your order number and product photos. Our team will get back to you as soon as possible.
Return requests must be made within 48 hours of delivery, and returned items must be shipped back within 3 days in original condition.
Please note:
Made-to-order and sale items are final sale and cannot be returned or exchanged.
Who covers return shipping?
Customers are responsible for return shipping costs unless the return is due to our error.
Returned items must include original packaging
What if my parcel is lost or stolen?
If a package is lost or stolen, we may offer a 50% refund of the item cost (excluding shipping).
We are not responsible for failed deliveries due to incorrect or incomplete addresses.