運送政策 (Shipping Policy)

Shipping & Delivery

Thank you for shopping at Petopia! As a boutique studio, we take pride in crafting each piece with love and care. Please review our shipping details below.

1. Shipping Areas & Rates

We currently ship to Hong Kong, Macau, and Taiwan via SF Express (順豐速運). You can choose to have your order delivered to your home address or an SF Locker/Station.

Region Shipping Fee (Starting From) Free Shipping Threshold
Hong Kong Calculated by weight, min. HK$35 Free on orders over HK$600
Macau Calculated by weight, min. MOP$50 Free on orders over MOP $750
Taiwan Calculated by weight, min. TWD$250 Free on orders over TWD$4,800

For Taiwan Orders: Please ensure you have completed the "EZ WAY" Real-Name Authentication app registration to facilitate customs clearance.

2. Production & Processing Time (Important!) Since many of our items are handmade to order, please allow time for us to craft your unique piece.

  • In-Stock Items: Dispatched within 7 days.

  • Made-to-Order Items: Production time requires at least 30 days depending on product complexity.

  • Service Hours: We process and arrange delivery 7 days a week, including weekends and public holidays.

3. Combined Shipping Policy If your order contains both in-stock and pre-order items, they will be shipped together once the pre-order items are ready. If you need the in-stock items urgently, we recommend placing separate orders.

4. Estimated Delivery Time Once your order is dispatched, you will receive a tracking number.

  • SF Express Delivery: Usually takes 2-5 business days.

5. Tracking Your Order You can track your parcel via the [SF Express Website] using the tracking number provided in your shipping confirmation email.

退換貨政策 (Return & Refund Policy)

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at Info@petopia-official.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Info@petopia-official.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Info@petopia-official.com.