Yes, we offer Free Shipping to all areas in Hong Kong and Macao for purchases above HKD$300.

If your purchase is below $300, there is a small shipping fee of HKD $80.

We deliver everywhere in Hong Kong, Kowloon and New Territories, and even to outlying islands (Discovery Bay, Tung Chung, Ma Wan, Park Island, Lantau Island, Cheung Chau, Lamma Island, and Peng Chau).

We also do our best to ship to all areas of Macao as well!

Our standard delivery is within 4 business days for Hong Kong (incl. outlying islands) but in most cases, we do delivery much sooner than that! Deliveries will be arranged either by our drivers or S.F. Express.For Macao orders , deliveries are arranged twice a week thus the estimated delivery time is within 1-2 weeks. Please ensure delivery details are provided in Chinese. Fulfillment may be subject to extra 1-2 business day(s) delay when orders are placed during long holidays or special promotions. Appreciate your understanding.If you’d like your delivery at a particular time we’ll do our best to accommodate. Please make a note in the ‘Special Instructions for Delivery’ section prior checkout.

There is no additional charge if the delivery is to the 3rd floor or below in a building with no lift.

There will be a fixed extra charge of $50 if we are delivering above the 3rd floor in a building with no lift.

Please hand $50 in cash to our driver upon delivery or if no one will be home to receive your order, please notify us by email in advance so we could arrange an online pay link to complete payment. Our drivers keep this payment.

** Please note that If payment cannot be made upon the driver's arrival, your delivery might reschedule to another time when payment is made.

We currently ship to all areas of Hong Kong and Macao. We're not shipping to Mainland China at present, but we're constantly expanding, so stay tuned to our newsletter and social media for any updates and news.

Unfortunately, shipping fee will be charged as VetPoints already offered a monetary discount.

You will usually receive your order 1-2 business days after the order is placed. You will receive a shipnote from us by email with the delivery method and delivery date once your order is packed & shipped.

Don't worry! Please contact our customer service team here and send us the correct details with your order number, we will amend it for you.

We only accept return/exchange within 14 days after you have received your order. Please tell us more about the reason for the return/exchange? Please provide,
1. Order number
2. Return/Exchange item (please also attached a photo of the return/exchange item)
3. Reason

We accept Visa, Mastercard, American Express, PayMe, FPS, Octopus, Alipay HK, Alipay China, WeChat Pay and UnionPay (We don't accept cash on delivery ).

At Vetopia we understand about being busy pet owners – because we are too! We hope our Recurring Order Program saves you time, gives you peace of mind and allows you to spend more time with your pets! Providing for your pets is hassle-free when you choose Recurring Order. Stay Stocked and save with Recurring orders!

Recurring Order Program is an on-going subscription service. All Recurring orders will be preceded by a 5-day reminder email. (Please check your spam/junk/promotion folders as well)
If we are aware that the items in your subscription is out of stock before the recurring order is generated (before your credit card has been billed), you will receive an “Out of Stock” email notification on the order placement date.
If we are notified by the supplier that your order is out of stock after the recurring order has been generated, our customer service team will contact you via Whatsapp or email to follow up.

Orders will be generated according to your selected order frequency, please then allow 1-3 working days for delivery. *We will notify you if there are any delivery delays.

Any changes or cancellations MUST be actioned prior to this date. Once parcels have left our warehouse, we cannot make any changes to your order.

Shipping fees may occur for any actions required after parcel dispatch.

This may include circumstances such as,

• Adding extra items to an order
• Redirecting to a new delivery address
• Returns (Only applicable to the Recurring Orders that have completed 3 cycles)

The Recurring Order Program include up to 20% off your first recurring order (depending on your selected product), and a 3% discount on all subsequent ones (based on regular price). Delivery frequency is completely up to you, ranging any time from 1 week to 6 months. You can skip or cancel anytime (except the first three deliveries*), swap products, change your recurring frequency, add a product, or even change the quantity.

*We require customers to commit to a minimum of three deliveries for their subscriptions. During the first three cycles, customers are not allowed to change, pause, skip or cancel orders.

The billing date for your subscription is set to align with the order placement date, while the shipping date is determined by the delivery schedule. Normally your recurring order will be delivered within 1-3 business days after the order is placed.

The shipping address of a Recurring Order is managed separately from the default address of your Vetopia account.

To update the shipping address of your Recurring Order, please go to “My Account” → “My Recurring Orders” → Select the applicable subscription → “Product Shipping Info”.
You may contact our customer care team for further assistance.

Payments must be made by credit card. All recurring orders will be billed to your credit card on the order placement date. The first delivery will be billed as soon as you start your subscription. Subsequent billing will align with the delivery schedule (e.g., every two weeks, one month, etc.).

Orders that are HK$300 or above (after discounts) can enjoy free shipping. If your order total is less than HK$300, there will be a delivery fee of HK$80, applicable to all orders placed on the Vetopia Online Store.

You can skip your upcoming Recurring Order after you have completed three (3) deliveries. Once you reach this milestone, you will have the option to skip items or your next order through your account settings or contacting our customer care team.

You can remove items from your Recurring Order after you have completed three (3) deliveries. Simply log into your account, navigate to your subscription settings, and select the items you wish to remove. Changes can be made up to three (3) days before your next order is processed. You may contact our customer care team for further assistance.

You can add items to your Recurring Order after you have completed three (3) deliveries. Simply log into your account and go to your subscription settings. From there, you can browse available products and select the items you wish to add. You can add products either on a recurring basis or a one-time purchase. Changes can be made up to three (3) days before your next order is processed.

To change your payment card, log into your account and navigate to the payment settings section. From there, an email will be sent to you and you can update your credit card information via the link provided in the email. Or you may select another card from your saved payment method. Make sure to save your changes before exiting.

Yes! Our recurring program works if you have different items and different delivery frequencies in the same initial order. We will follow your selected order frequency to generate the order for your recurring items accordingly. ** Please be reminded that each recurring order must reach HK$300 to enjoy free shipping. Otherwise a shipping fee of HKD$80 will be charged additionally.

Please note that we require customers to commit to a minimum of three deliveries for their recurring orders. During the first three cycles, customers are not allowed to change, pause, skip or cancel orders.

• For customers who wish to cancel a subscription within the first three cycles:
You will need to make up the discount difference that you had in your first recurring order. Please contact our customer care team for further assistance.

• For customers who wish to cancel a subscription after completing the first three cycles:
You may cancel it in "My Recurring Orders" in your account, OR you can contact our customer care team for further assistance.

Sometimes email notifications can get flagged as spam, so make sure to check your spam/junk/promotion folder to see if the notifications are being sent there.

If you are using an email client, such as Outlook or Gmail, make sure to check the settings to ensure that the notifications are not being filtered or blocked.

To ensure you receive our email notifications, we recommend regularly checking your junk mailbox and marking our emails as "Not Junk." Additionally, you can add our email address to your contacts to prevent this issue from occurring again in the future.

There are no extra fees to take part in the recurring order program. Please be reminded that the first three deliveries are fixed, shipping fee will be charged if order total is less than HK$300 (after discounts), and prices will be updated according to suppliers’ price adjustments automatically.

Once you register on Vetopia, you are automatically welcomed as a member of Vetopia Club and start your journey with us.​

We have 3 tiers in our membership program:​

Vetopia Club: Upon registering, you will automatically enter Vetopia Club level in the loyalty program​

Vetopia Platinum: Once you have reached a total spending of $8,800 - $27,999 in 12 months, you will move into the Vetopia Platinum tier and enjoy many more benefits​, included higher VetPoint reward earning rates.

Vetopia Diamond: Once you have reached a total spending of $28,000 in 12 months, you will move into Vetopia Diamond, our highest level, with our most exclusive benefits, and our highest level of VetPoint earning rewards.

Easy! Simply log in and go to your Reward Page to share your Unique Referral Link with your friends via WhatsApp, Facebook or Email.

When your friends registered as a new member via this link, they will receive HK$100 off their first purchase upon spending over HK$600.

You will then receive 2,000 VetPoints after your friend has redeemed the offer, and your VetPoints can be used as cash discounts off your next order, or be used to redeem exclusive reward items.

Share the joy with your friends and earn more VetPoints today!

A membership year lasts for 12 months from the date you have entered your current tier.

To maintain your current membership tier, all you need to do is maintain the yearly total spending amount within the next 12 months.

Vetopia Platinum qualifies by spending upon HK$8,800 in a year, and Vetopia Diamond by spending upon HK$28,000 in a year.

It's simple!

Every purchase you made at Vetopia earns VetPoints.
Vetopia Club members earn 1 VetPoint for every $1 spent| Every 50 VetPoints can be redeemed for $1 discount.

Secret tip: the higher your Vetopia Loyalty tier, the greater rate at which you earn VetPoint , up to 3 VetPoints for every $1 spent.
Additionally, you can earn VetPoints by completing reward tasks, such as filling out pet information, writing reviews, and referring friends.

* Your VetPoints will be credited 14 days after completing your purchase; returned items will not be eligible for VetPoints

VetPoints will be expired 12 months from the day the points are earned.

That’s easy!

1. VetPoints can be redeemed as a cash discount off your order at checkout.
2. VetPoints can also be used to redeem special gifts, promotion items, rewards and other cool stuff.​
*VetPoints cannot be used in conjunction with discount code and recurring order discount.

Sorry, no, VetPoints can only be used by the account holder and cannot be transferred to another party. ​

If you purchase an item using VetPoints and then return the item, the VetPoints will be refunded to your account.

Note that returns for goods paid for with VetPoints cannot be refunded in cash.

The usage of VetPoints may vary from time to time at the discretion of Vetopia.

Please subscribe to our email list when you register as a member. You will receive a thank-you email, and then within 5 to 10 minutes, you will receive another email containing a unique 10% discount code. This code will start with 'NEW-10-XXXX'. Sometimes this email may end up in your spam folder, so please check there!