Shopping & Delivery

 
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Shopping & Delivery Information

Shopping & Delivery Information


Last Updated: April 7, 2026

Ordering Process

  • Website Ordering: Customers can shop for their desired products 24/7 via our website. After adding items to the shopping cart, simply follow the on-screen instructions to fill in delivery details and select a payment method.
  • Order Confirmation: After an order is submitted, the system will automatically send an "Order Confirmation Email" to your email address. If you do not receive it, please check your spam/junk folder or contact our customer service team.
  • Stock Information: All orders are subject to stock availability. In case of an out-of-stock situation, we will contact you via email or WhatsApp as soon as possible to arrange a refund or product replacement.

Payment Methods

We offer a variety of secure and convenient payment methods for you to choose from:

  • Online Credit Card: Supports Visa, MasterCard, and American Express, etc.
  • Bank Transfer / ATM: Please transfer the payment to the following bank account and upload the receipt to WhatsApp +852 9762 6205 or email it to support@pawshubhk.com after payment:
    Bank
    DBS Bank (Hong Kong)
    Account Number
    016-478-794-988-3539
    Account Name
    Pawshub.HK Limited

Delivery Arrangements

We primarily utilizeThird-Party Logistics Companies(e.g., SF Express, JD Logistics, or Hong Kong Post) to deliver your goods.

Delivery Areas & Shipping Fees

Area Delivery Time Slot Shipping Fee Details
Hong Kong Island / Kowloon / New Territories Monday to Sunday
(Except Public Holidays)

Free shipping on orders over HK$300

Below threshold: HK$15-30 (depending on delivery to SF Station/SF Locker，or home delivery)

*Unless the product is marked as including free shipping
Remote Areas / Outlying Islands Monday to Sunday
(Except Public Holidays)

Remote areas (e.g., Discovery Bay, Tung Chung, Ma Wan, outlying islands, etc.) do not have home delivery service unless covered by SF Express/JD Logistics.

We recommend customers choose the nearest SF Station or SF Locker as the delivery address.

If you have questions regarding the delivery area, please contact customer service for confirmation before placing your order.
SF Station / Locker Subject to SF Express operating hours

You can choose delivery to SF Stations or SF Lockers across all Hong Kong districts; shipping fees are generally cheaper than home delivery.

To specify a delivery method, please WhatsApp 9762 6205
 

For SF Station addresses and details, please refer to the official SF Express website:

https://htm.sf-express.com/hk/tc/dynamic_function/S.F.Network/SF_store_address/

(The above link is to a third-party website. Pawshub.HK Limited is not responsible for its content or services.)

If an order includes large or overweight items (e.g., cat litter, large bags of food), shipping fees may be adjusted. The specific amount will be displayed on the checkout page.
 

Delivery Time

  • Estimated Delivery Time: After order confirmation and payment, it generally takes 1–3 working days for delivery (remote areas may require an additional 1–2 days).
  • Order Cut-off Time: Orders with confirmed payment received before 20:00 each afternoon will be arranged for shipment on the next working day; subsequent orders will be processed accordingly.
  • Actual delivery time is subject to the logistics company's schedule.

Delivery Failure & Redelivery

If delivery fails due to the following reasons:

  • Incorrect address provided
  • Recipient unavailable to sign for receipt
  • Uncollected Smart Locker Parcels

Customers are responsible for additional shipping fees for redelivery.

If the parcel is returned to our company, we will contact the customer to arrange reshipment.

Adverse Weather Arrangements

To ensure the safety of logistics personnel, delivery arrangements during adverse weather are as follows:

Typhoon Signal No. 8 or above / Black Rainstorm Warning:If the signal is hoisted before the cut-off time, shipping and delivery services will be suspended for the day. Orders will be processed on the next working day.

Self-Pickup Service


We currently do not offer in-store pickup services.
Customers can choose the nearest SF Express Station or SF Smart Locker as the delivery address to accommodate flexible pickup times.
 

Receiving Goods Notes

To protect your rights, please note the following when signing for goods:

  1. On-site Verification: Please inspect the goods on-site whenever possible. If you notice damaged, leaking, or tampered packaging, immediately inform the delivery personnel andrefuse to accept the goods, then contact us for follow-up.
  2. Dry / Wet Food Inspection: Upon receiving pet food, please check if the packaging is intact and ensure it is within the consumption period.
  3. Incorrect Delivery: If you receive goods that do not match your order, please retain the original packaging and goods, and contact us within 3 days to arrange a replacement.

Return & Exchange Policy

Due to the special nature of pet supplies (especially food and hygiene products), all items arenon-returnable and non-exchangeable：

  • except under the following circumstances:
  • The product has quality issues (e.g., unopened packaging but spoiled contents).
  • The product is severely damaged during transportation.

Incorrect goods were delivered.Return/Exchange Process: If the above conditions are met, please contact us within 3 working days

of receiving the goods, and provide the order number and product photos. After verification, we will arrange a replacement or refund.support@pawshubhk.com
Email:+852 9762 6205
WhatsApp:Special Note:
 

Returns or exchanges are not accepted due to the pet disliking the flavor or damage caused by owner negligence.

Return Requirements

  • If a return is approved:
  • The product must be in its complete, original packaging
  • Unopened

Including all accessories and original packaging

If returned goods do not meet the conditions, Pawshub.HK Limited reserves the right to refuse the refund.

Non-Returnable/Non-Exchangeable Situations

  • For food and hygiene safety reasons, returns or exchanges are not accepted in the following situations:
  • Opened or used products
  • Failure to achieve expected results due to individual physiological differences
  • Human-induced damage
  • Inability to provide proof of purchase

Application submitted more than 72 hours after receipt

Refund Arrangements

  • If a refund is approved:
  • The refund will be issued to the original payment method

Processing time is approximately 7–14 working days

Final Decision Authority

Contact Us

Pawshub.HK Limited reserves the final decision right on all return and exchange applications.


Pawshub.hk
Office Hours: Monday to Sunday 09:00 – 20:00