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 shipping fee of HK$80, applicable to all Hong Kong and Macao orders.

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!

At this time, we only ship to Hong Kong and Macao. We do not offer deliveries to China / overseas addresses.

Hong Kong:
Orders are typically delivered within 1–4 business days after being placed. However, in many instances, we can deliver much sooner! All orders are shipped via S.F. Express. We do not ship on Sundays or public holidays. Orders placed outside business hours or on non-business days may require additional business day(s) for processing.

Macao:
Orders are handed over to our Macao courier partner twice a week (Tuesdays and Fridays), excluding public holidays. Delivery is usually completed within 1–2 weeks after your order is placed. Please ensure that delivery details are provided in Chinese.

All Orders:
Please be aware that during prolonged holidays or promotional campaigns, delivery times may be longer than usual for both Hong Kong and Macao.
If there are any delays, we will notify you via WhatsApp or email.

If you wish to request a specific delivery date or have any special instructions, please include this information in the 'Special Instructions for Delivery' section at checkout and reach out to our customer care team for further assistance, and we will do our best to accommodate your requests.

You can easily get your S.F tracking number in the following ways:

- Shipment Notification Email: Once your order is shipped, you’ll receive an email with the details and tracking information.
- Log in to Your Account: Go to the “My Orders” section to view your order history and current status.
- Vetopia's AI Assistant: Tap on the AI Assistant icon and ask for delivery status with 1. Email Address and 2. Order Number (must be in the format Vetopia#XXXXXX)

S.F. Courier Tracking - Hong Kong orders only
All Hong Kong orders will be shipped with S.F. Express, you can track real-time updates through the SFHK App or SFHK website.
We recommend customer to download the SFHK App for easy order tracking and turn on push notifications. Please ensure your phone number is matching with your order placement.
For more details, please refer to our user guide: https://www.vetopia.com.hk/blogs/news/sf-express-pickup-guide

For Macao orders:
Please reach out to our Customer Care team via WhatsApp or email for more information on your delivery status.

If you wish to change the shipping address after the order is shipped, please contact our customer care team as quickly as possible and we will do our very best to get it updated; however, there isn’t a guarantee we’ll catch the shipment in time. It may take 1-2 extra working days for the request for shipment redirection. Please note that there might be a surcharge charging by S.F. Express.

Unfortunately, we are unable to make changes and combine multiple orders into one shipment. We apologize for any inconvenience!

Yes, if your order total is less than HK$300 (after discounts / redeeming VetPoints), there will be a shipping fee of HK$80, applicable to all Hong Kong and Macao orders.

A delivery note is included with all of our orders and this document does not include any pricing information. We ask that you hold onto this slip, as the information it contains will help us to look up your details if your item(s) needs to be returned.

Yes, S.F. Express does impose a surcharge for Upstairs Delivery, which is billed directly by them. Please ensure that you complete the payment with S.F. Express.

The upstairs delivery fee applies under the following conditions:
- The delivery address lacks elevators, or the elevators are unavailable.
- The courier must use stairs to complete the delivery (including basements).
- The parcel's chargeable weight is 20kg or more.
For more information, please check the S.F. Express Upstairs Delivery notice:
https://htm.sf-express.com/hk/en/products_services/Express_Services/Value_added_Services/Upstairs_Delivery/

Please be aware that all evaluations and charges are handled by S.F. Express, and Vetopia does not impose these fees.

Hong Kong:
Orders are typically delivered within 1–4 business days after being placed. Once your order has shipped, you’ll receive a shipment notification email, and you can track the real-time status via the SFHK App or SFHK website.
We do not ship on Sundays or public holidays. Orders placed outside business hours or on non-business days may require additional business day(s) for processing.

Macao:
Orders are handed over to our Macao courier partner twice a week (Tuesdays and Fridays), excluding public holidays. Delivery is usually completed within 1–2 weeks after your order is placed.

All Orders:
During extended holidays or promotional campaigns, delivery times for both Hong Kong and Macao may be longer than usual. If there are any delays, we will notify you via WhatsApp or email.

You can easily check your order status in the following ways:

- Order Confirmation and Shipment Notification Email: Once your order is placed or shipped, you will receive an email with the details and tracking information.
- Log in to Your Account: Navigate to the “My Orders” section to view your order history and current status.
- Vetopia's AI Assistant: Tap on the AI Assistant icon on our website and ask for your order status with 1. Email Address and 2. Order Number (must be in the format of Vetopia#XXXXXX)
- Courier Tracking: All Hong Kong orders will be shipped with S.F. Express, you can track real-time updates via the SFHK App or SFHK website.
For more details, please refer to our user guide: https://www.vetopia.com.hk/blogs/news/sf-express-pickup-guide

For Macao orders:
Please contact our Customer Care team via WhatsApp or email for more information on your order status.

If you’ve entered incorrect details in your order, please contact our Customer Care team as soon as possible. Provide your order number and the correct information, and we’ll do our best to assist you.

For Apple Pay/Google Pay users:
Please note that your shipping address will automatically be replaced with the default address saved in your Apple Pay or Google Pay account. Please double check the shipping address in the order confirmation email and let us know if any amendment is needed.

Unfortunately, we’re unable to make changes to an order once it has been placed.
If you need to cancel your order, please contact our Customer Care team as soon as possible with your order number. While we'll do our best to assist, please note that cancellations may not be possible if the order has already been shipped.

Order confirmation emails are typically sent within a few minutes of placing your order.
If you haven’t received one, please try the following:

- Check your spam, junk, or promotions folder; as emails may be filtered by your email provider.
- Log in to your account and review your order status.
- If you still can’t locate your confirmation email, contact our Customer Care team, and we’ll assist you further.

If an item in your order is out of stock, we’ll contact you via WhatsApp or email to discuss the next steps. You'll have the following options:

- Replace the item with an alternative product
- Remove the item from your order
- Cancel the entire order

If you choose a replacement item, here's how we'll handle any price differences:
- If the replacement item is priced higher, we’ll send you a secure payment link to cover the difference.
- If the replacement item is priced lower, we’ll refund the difference to your original payment method.

If an item is removed or the order is cancelled:
Any eligible refunds will be processed back to your original payment method. In rare cases where this isn't possible, we may need your full bank details to process the refund via bank transfer.

We are committed to finding the best solution for you as quickly as possible.

We sincerely apologize for the inconvenience! At Vetopia, we aim to ensure every product reaches you and your pets in perfect condition.
If you’ve received damaged item(s), please contact our Customer Care team via WhatsApp or email within 14 days of receieving your order. To help us resolve the issue quickly, kindly provide:

- Photos of the damaged item(s)
- Photos of the outer carton box and packaging

We’ll guide you through the return or exchange process as quickly as possible.

We’re sorry to hear that an item is missing from your package! To help us resolve this for your, please follow these steps:

1. Check your confirmation email to verify whether all items were included in your shipment.
2. If an item is missing, take an unpacking photo or video clearly showing the contents of the package.
3. Contact our Customer Care team via WhatsApp or email within 14 days of receiving your order, and provide the photo/video along with your order details.

We’ll work to resolve the issue as quickly as possible.

We’re sorry for the inconvenience! If you've received item(s) or package(s) that aren't what you ordered, please contact our Customer Care team via WhatsApp or email within 14 days of receiving your order and provide the following:

- A clear photo of the item(s) you received, along with the delivery note, ensuring all details are visible.

We’ll do our best to resolve the issue as quickly as possible.

If you don’t want to receive a free gift, you can remove it from your shopping cart by clicking the trash can icon next to the item before completing your checkout.

If you’ve already placed your order, please contact our Customer Care team as soon as possible. If we’re able to catch the order before it’s processed, we can remove the gift for you—please note this may result in additional processing time.

Unfortunately, if your order has already been shipped or delivered, we’re unable to remove or accept returns for free gifts. We appreciate your understanding and apologize for any inconvenience.

We’re unable to combine multiple orders into a single shipment at this time, but we’re working to improve our flexibility in the future. We appreciate your understanding!

We don’t have a physical store or offer self-pickup at this time. Please place your order online, and we’ll arrange delivery directly to you. Thank you for your understanding!

Yes, we ship most items to Macao. However, due to regulatory restrictions, preventative items are excluded from shipping. Please feel free to ask if you have any specific questions about individual products.

Once your order is placed, you will receive a WhatsApp message confirming the details.

Since most preventative items are prescription items, we require customers to provide a valid prescription letter from their regular veterinary clinic.

A valid prescription letter should include the following:

- Issued on the vet clinic's letterhead
- Clearly states the pet’s details (name, age, breed, weight, gender)
- Includes the owner's information
- Specifies the prescribed item(s)
- Provides clear instructions for use
- Contains the veterinarian's signature and the clinic’s stamp
- Valid for 6 months from the date of issuance

Please send the valid prescription letter to our team via WhatsApp or email to avoid any delays in processing your order.

Our team will review all submitted information before dispatching your order. This process usually takes 1-2 business days. Once approved, we will notify you with the estimated delivery date.

If you've forgotten your password, don't worry! Here's what you can do:

Click on the "Forgot Password" link on the login page. This will send you a password reset link via email. If you're still unable to log in, please reach out to our customer care team via WhatsApp or Email, and we'll do our best to assist you!

If you'd like to change the login email or phone number on your account, kindly send a request to our customer care team via WhatsApp or Email, we will be happy to assist you!

If you’d like to delete your Vetopia account, please send your request to our customer care team via WhatsApp or Email. We understand this is an important decision, and we’ll get back to you as soon as we can to assist you with the process.

The Recurring Order Program is an on‑going subscription service where orders are automatically charged and generated according to the order frequency you select.
Please allow 1–3 business days for delivery after each order is placed. *We will notify you if there are any delivery delays.

You will receive a 5‑day reminder email before every recurring order is processed. Please also check your spam/junk/promotion folders.

Any changes or cancellations must be made before the order placement date, i.e., before the 5‑day reminder window is reached.
Once a parcel has been shipped, changes cannot be made.
After dispatch, additional shipping fees may apply for actions such as:

・Adding extra items
・Redirecting to a new delivery address
・Returns (only applicable after 3 completed cycles)

While we strive to maintain consistent stock availability, products may occasionally become unavailable from our suppliers.

・Our Recurring Order system automatically performs an inventory check before each scheduled order is generated. If an item in your subscription is out of stock during this inventory check (before your credit card is billed), you’ll receive an “Out of Stock” notification email on the scheduled order placement date. The recurring order will be skipped and automatically moved to the next billing cycle.
・If a supplier notifies us that an item becomes out of stock after the recurring order has already been generated, our Customer Care team will contact you via WhatsApp or email to discuss alternative options or the next steps.

When you join our Recurring Order Program, you can enjoy up to 20% off your first recurring order (discount varies by product) and 3% off all future recurring orders, based on the regular price.
You may choose an order frequency ranging from every 1 week up to every 6 months, depending on your needs.

Important Program Terms
To ensure fairness and consistency, please note the following:

- Each subscription requires a minimum commitment of three deliveries.
- During the first three deliveries, changes are not permitted. This includes skipping, pausing, cancelling, modifying quantities, or swapping items.
- After the first three delivery cycles are completed, you may: Cancel or skip deliveries, Change delivery frequency, Swap products, Add or remove items, Adjust quantities (Changes must be made before your next order is generated.)

If a subscription is cancelled within the first three delivery cycles, customers will be required to settle the discount difference applied to the first recurring order.

For full details, please refer to our Recurring Order Program Terms & Conditions:
https://www.vetopia.com.hk/pages/recurring-order-vetopia

Payments for recurring orders must be made by credit card.

Your credit card will be automatically billed on each scheduled order placement date according to the delivery frequency you selected.
Your first delivery is charged immediately when you start your subscription, and all subsequent charges will follow the recurring schedule (e.g., every two weeks, monthly, etc.).

To update the payment method for your Recurring Order, please follow these steps:

1. Log in to your Vetopia account and go to "My Recurring Orders".
2. Select the relevant subscription and navigate to the Payment Details section.
3. A verification email will be sent to you. Click the link in the email to securely update your credit card details.
4. Alternatively, if you have multiple cards saved, you may select another saved payment method.
5. Remember to save your changes before exiting the page.

If you need any help, our Customer Care team will be happy to assist you.

The billing date is tied to your subscription’s order placement date, which is when the system automatically generates and charges your recurring order. In your customer portal, this billing date is shown as the “Order Date”.

The shipping date follows the delivery schedule and takes place after the order has been successfully generated and billed.

In most cases, your recurring order will be delivered within 1–3 business days after the order date.
If there is any unexpected delivery delay, we’ll notify you via WhatsApp or email.

The shipping address for a Recurring Order is managed separately from the default address in your Vetopia account. Updating your account’s default address will not automatically update the address used for your active subscriptions.
To update the shipping address for a specific Recurring Order:

1. Go to “My Account”
2. Select “My Recurring Orders”
3. Choose the subscription you wish to update
4. Go to “Product Shipping Info” and update your address there
5. Contact our Customer Care team to confirm that the update has been successfully applied

There are two common reasons why your recurring order may not have been generated:

1. Transaction Failure:
Your payment may not have gone through due to one of the following:
・Expired credit card
・Insufficient funds in your account
・Card issuer restrictions or issues that prevent successful billing

If the system is unable to process payment, the recurring order will not be generated.

2. Product Out of Stock:
Your order may also fail to generate if:
・One or more items in your subscription are out of stock

If any item included in your recurring order is unavailable, the system will not automatically generate the order.
An “Out of Stock” notification email will be sent to your registered email address if this occurs.

If you need assistance with updating your payment method or checking stock availability, please contact our Customer Care team and we'll be happy to help.

Orders with a total of HK$300 or above (after discounts) qualify for free shipping.
For orders below HK$300, a delivery fee of HK$80 will apply. This fee is applicable to all orders placed on the Vetopia Online Store.

You can skip an upcoming Recurring Order after completing the first three (3) deliveries in your subscription.
Once this requirement has been met, you may skip either specific items or your next scheduled order through:

・"My Recurring Orders" in your Vetopia account, or
・Our Customer Care Team, who can assist you with the update.

Please note that any changes must be made at least three (3) days before your next order is processed.

You can remove item(s) from your Recurring Order after completing the first three (3) deliveries in your subscription.
To remove an item, please follow these steps:

1. Log in to your Vetopia account
2. Go to “My Recurring Orders”
3. Select the relevant subscription
4. Choose the item(s) you wish to remove and save your changes

Please note that modifications must be made at least three (3) days before your next recurring order is processed.
If you need assistance, our Customer Care Team is always happy to help.

You can add item(s) to your Recurring Order after completing the first three (3) deliveries in your subscription.
To add an item, please follow these steps:

1. Log in to your Vetopia account
2. Go to “My Recurring Orders”
3. Select the subscription you want to update
4. Browse available products and choose the item(s) you'd like to add

You may add products as either:

・A recurring item — eligible for a 3% discount, or
・A one‑time purchase — added to your next scheduled order only

Please note that all changes must be made at least three (3) days before your next recurring order is generated.

Yes! You can check out with multiple products even if each item has a different recurring frequency. Each frequency will create a separate subscription, and orders will be generated based on the schedule you selected for each product.
Please note:

・Each subscription follows its own delivery schedule and billing cycle.
・To qualify for free shipping, each individual subscription must reach HK$300. Otherwise, a HK$80 shipping fee will apply to that subscription.

Please note that all Recurring Orders require a minimum commitment of three (3) deliveries. During the first three delivery cycles of the same subscription, changes such as pausing, skipping, or cancelling are not permitted.

Cancelling within the first three deliveries
Because the first recurring order includes a special introductory discount, cancelling a subscription within the first three deliveries will require you to settle the discount difference applied to your first recurring order.
To proceed, please contact our Customer Care team, and they’ll guide you through the cancellation process and payment adjustment.

Cancelling after completing three deliveries
Once you’ve completed the first three delivery cycles, you may cancel your subscription at any time using one of the following methods:
・Through your Vetopia account:
Log in → My Recurring Orders → select the relevant subscription → choose "Cancel Subscription"
・By contacting our Customer Care team, who will be happy to assist you

If you are not receiving your Recurring Order reminder or notification emails, it may be due to your email provider filtering them. Here are a few steps to help resolve the issue:

1. Check your spam, junk, or promotion folders
Email notifications may occasionally be flagged as spam. Please check these folders to see if our emails were redirected there.

2. Review your email client settings
If you are using email applications such as Outlook, Gmail, or others, make sure that:
- Our emails are not being blocked or filtered, and
- Any rules, filters, or inbox categories are not routing our messages away from your main inbox.

3. Mark our emails as “Not Junk”
If you find our notifications in your junk/spam folder, please mark them as “Not Junk” or “Not Spam” to ensure future emails arrive in your inbox.

4. Add us to your contacts
Adding our email address "[email protected]" to your contact list or safe sender list can help prevent future mis‑routing of our notifications.

There are no additional or hidden fees for joining or participating in our Recurring Order Program.
However, please keep the following points in mind:

・The first three deliveries of each subscription are fixed and cannot be changed, paused, skipped, or cancelled.
・A shipping fee of HK$80 will apply if a subscription’s order total is below HK$300 after discounts.
・Product prices may change over time, and all recurring orders will automatically reflect any supplier price adjustments at the time the order is generated.

These conditions help ensure transparent pricing, with no unexpected charges beyond standard shipping fees and regular price updates.

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!

We’re sorry that we can’t accept cash on delivery. As our goal is to make things as efficient as possible for you and our team.

We accept Visa, Mastercard, American Express, PayMe, FPS, Alipay HK, Alipay China, WeChat Pay and UnionPay.

To apply a promo or discount code, proceed to checkout and enter your code in the 'Discount Code' field. Click 'Apply' to see your new total before finalizing your order. Please note that only one code can be used per order and codes cannot be combined with VetPoints, Recurring Orders or other promotion offers.

The promo code you entered may not work due to:

- Not being logged into your account

- Incorrect input (check your letters and numbers)

- Specific conditions (product eligibility)

- Expired promo code

If issues persist, please contact our customer care team.

Note: Discount codes cannot be combined with VetPoints, Recurring Orders, or other promotions.

Promo / discount codes cannot be applied to previous purchases, nor can they be retroactively applied after an order has been placed. If you forgot to apply a promo code at checkout, please contact our customer care team as quickly as possible. If we are able to catch the order quickly we can cancel it - then having you make the purchase again using your code.

Vetopia E-Gift Cards can be used only at vetopia.com.hk.

Vetopia E-Gift Cards are electronic and are issued by email. Simply type in the gift card code at check-out to have the value of the gift card applied to your purchase.

When you make a purchase with a gift card, the gift card balance will be reduced by the amount of the purchase. If a purchase exceeds the balance, the difference must be paid with another payment method accepted by our store.

Vetopia E-Gift Cards are valid for 12 months from the date of purchase. Unused amount shall be forfeited automatically upon the expiry date.

Vetopia is not responsible if a gift card is lost, stolen or used without your permission. However, Vetopia retains the right to suspend customer accounts or refuse gift card payments if we suspect that a gift card has been fraudulently obtained or is being using for a fraudulent purpose.

Our 14-Day Happiness Guarantee (Return, Exchange & Refund) - Hong Kong orders only

At Vetopia, we always strive to provide the best quality products and the highest levels of service to valued customers. If you have changed your mind or unhappy with your purchase for any reason within 14 days of purchase, we're happy to help and make it right. Please contact us via WhatsApp +852 2915 9262 or e-mail [email protected] within 14 days of purchase, and we'll help with a return or exchange.

All products must be returned unused, unopened and in their original packaging. Please be advised that each order is eligible for only one return or exchange. Refunds will be issued to the original payment method, excluding any applicable shipping costs and qualified discounts.

Clearance Sales & Short dated items are not eligible for refund, return or exchange.

There are special return conditions for certain orders or items that may be subject to return shipping and re-delivery fees, including but not limited to:

- Outlying Island orders (including Cheung Chau and Lamma Island)

- IATA Shipping Kennels

Macao orders are non-exchangeable, non-returnable and non-refundable unless the product received are damaged or that you have have received an incorrect product(s).

Please make sure that you've added the correct product(s) into your shopping cart before finalizing your order.

We want you to be happy with your purchase and always do our best to help with returns. However, there are a few situations where an exchange, return, or refund might not be possible:

- The product has been opened, consumed, or used.

- The product is missing its original packaging materials (such as tags, box, or packaging).

- The product has been damaged or shows signs of animal hair or other use.

- The product is a perishable natural item and/or fresh food (such as Timothy Hay).

- The product was purchased more than 14 days ago.

To begin the return process, please reach out to our customer care team via WhatsApp or Email within 14 days of purchase. We do not accept returns or exchanges after the return period.

The following information will be required:

1. Order number and the name of the product(s) to be returned/exchanged

2. Provide photos of the product(s) to be returned/exchanged

Once our warehouse has received and processed your return, we will refund your original method of payment for the cost of the product, minus any applicable discounts. While we work as quickly as we can, please note that this process may take 2-3 business days to complete. Thanks so much for your patience!

Additional information:

- Ensure the returning product(s) are packed with care to prevent it from being damaged in transit.

- Returns may be subject to a HK$80 shipping fee. This charge will be deducted from your refund total.

It’s up to you! You can choose to credit as store credit (VetPoints) or your money back, credited to your original payment method.Please note that it might take up to 10 working days for refunds to be shown on your credit card statement.