Shipping policy

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 & Courier Options

We proudly support local currency checkout! All shipping fees are calculated by weight, with base rates set in Hong Kong Dollars (HKD). For your convenience, estimated local currency prices are provided below.

💡 Exchange Rate & Currency Policy:

• All foreign currency exchange rates and final charged amounts are strictly governed by Shopify’s real-time exchange rates at the time of checkout.

• Foreign currency prices listed on this page are for reference/estimation only and may fluctuate slightly based on daily exchange rate variations.

Group A: Hong Kong, Macau & Taiwan

Orders to these regions are delivered via Express Courier (SF Express / LHK Express, etc.).

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

Group B: International Regions

For international destinations, we offer both Hong Kong Post (HK Post) and Express Courier (SF Express / LHK Express, etc.).

⚠️ Battery Items & Strict Free Shipping Policy:

• Free Shipping Eligibility: Free shipping for international regions is ONLY applicable when selecting HK Post. If you select Express Courier, free shipping will NOT apply, and standard weight-based shipping fees will be charged.

• Battery & Special Products: Products containing built-in batteries or specific components cannot be shipped via HK Post due to postal safety regulations. These items will automatically be dispatched via an appropriate Express Courier (such as LHK Express or SF Express).

💡 *For South Korea Orders: Under South Korean customs regulations, please provide your Personal Customs Clearance Code (PCCC) during checkout to avoid delivery delays or customs rejection.

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 confirmation email.

• Express Courier (SF Express / LHK Express, etc.): Usually takes 2–14 business days (final delivery time is subject to the courier company's operational and delivery schedule).

• HK Post Delivery: Usually takes 7–14 business days (depending on destination customs clearance and postal arrangements).

5. Tracking Your Order

You can track your parcel via the tracking link and tracking number provided in your shipping confirmation email (redirecting to SF Express, LHK Express, or HK Post depending on the assigned courier).

6. Customs Duties & Taxes (DDU)

All international orders are shipped on a DDU (Delivered Duty Unpaid) basis. Product prices and shipping fees charged at checkout do not include import duties, Value Added Tax (VAT), or customs clearance fees levied by the destination country. Upon arrival, local customs or couriers may contact the recipient to collect these charges.
All customs duties and import taxes are the sole responsibility of the recipient (buyer). If a package is detained, destroyed, or returned due to a recipient's refusal to pay required customs fees, Petopia assumes no responsibility, and no refunds will be issued.