Shipping & Return

🚚 Shipping & Delivery Guide

Welcome to Petopia! 🐾 At Petopia, we believe every pet deserves a look as unique as their personality. We are a brand driven by Creativity & Design, ensuring every piece is a work of art. Here is everything you need to know about getting your exclusive items.

1. Shipping Areas & Rates

We ship via SF Express to your door or SF Locker/Station.

Region	Shipping Fee (Starting From)	Free Shipping Threshold
🇭🇰 Hong Kong	Min. HK$35	Orders over HK$600
🇲🇴 Macau	Min. MOP 50	Orders over MOP 620
🇹🇼 Taiwan	Min. TWD 300	Orders over TWD 3,000

💡 Taiwan Customers: To ensure smooth customs clearance, please complete the "EZ WAY" App real-name authentication before ordering.

2. Great Designs Take Time (Processing Time)

To ensure our creative visions are perfectly executed, many of our items are produced upon order.

📦 In-Stock Items: Dispatched within 7 days.
🎨 Made-to-Order Items: Please allow at least 30 days for production.
Combined Shipping: If your order contains both types, we will ship them together once the entire order is ready.

3. Delivery Time

Transit Time: Usually 2-5 business days via SF Express.
Operations: We process shipments 7 days a week, including weekends and holidays.

🔄 Return & Refund Policy

✨ Order Cancellation

You may request a cancellation within 48 hours of purchase.
Important: Cancellations are NOT accepted once production has begun. Custom or personalized items are strictly non-cancellable after this window.

✅ Returns & Exchanges

As our items are specially crafted, we only accept returns or exchanges for:

❌ Defective or damaged items

❌ Incorrect items sent by Petopi

Please Note:

Issues must be reported within 48 hours of delivery.
Items must be shipped back within 14 days in their original condition and packaging.
Final Sale: Made-to-order items and sale items are final and non-returnable unless defective.

🚚 Return Shipping & 🛡️ Lost or Stolen Parcels

Return Costs: Customers are responsible for return shipping costs unless the error was caused by us.
Lost Parcels: For lost or stolen packages confirmed by the carrier, a 50% refund (excluding shipping fees) may be offered as a courtesy. We are not responsible for delivery failures due to incorrect addresses provided by the customer.