Get 20% Off on First Recurring Order!
Free Delivery HKD $300
Do you offer Free Shipping?
Yes, we offer Free Shipping to all areas in Hong Kong with a purchase amounts above HKD$300. A shipping fee of HKD $50 will be charged for orders below the minimum amount.
Which areas in Hong Kong do you deliver to?
We deliver everywhere in Hong Kong, Kowloon and New Territories, and even to outlying islands (Discovery Bay, Tung Chung, MaWan, Park Island, Lantau Island, Cheung Chau, Lamma Island, and Peng Chau).
What is your delivery schedule like?
Our standard delivery is within 3 business days, but in most cases, we do delivery much sooner than that!
For Outlying Island customers, your order will be sent via S.F. Express and we will email you with the estimated delivery date.
If you’d like your delivery at a particular time we’ll do our best to accommodate you, please make a note in the ‘Special Instructions For Delivery’ section before checkout.
Is there any additional delivery charge if I live in a building with no lift?
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 HKD$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.
Do I have to be home to receive the delivery?
We understand you may not be home during your delivery time. If you’d like any special arrangements for the delivery (such as whether to leave the delivery at your front door or your management office), please leave us a message in the “Special Instructions for Delivery” section.
Do you ship to China or overseas?
Not yet! But we are planning on expanding our business, so stay tuned to our newsletter and social media for any updates and news.
Returns & Exchange
30 Days Happiness Guaranteed (Return/Exchange & Refund)
At Vetopia, we are always strived to provide the best quality of products and service to our valued customers. For any reason that you’ve changed your mind or unhappy with your purchase, contact us via our hotline: 2915 9262, Whatsapp: 9663 3061 or email us at: firstname.lastname@example.org to request a return/exchange/refund.
- Return or exchange products must be in sellable condition (Unused and with its original packing)
Can I return/exchange my order?
Yes! We provide our 30 days happiness guaranteed to our clients.
Return/exchange must take place within 30 days at your purchase date. Just simply contact us to request for it.
It seems like I’ve received a wrong /defected item, what should I do?
We’re terribly sorry for sending you the wrong/defected items. Please contact us to issue an exchange or refund.
Is there any condition that I cannot make a return/exchange/refund?
We hope to satisfy our clients to our max but we are also sorry to inform that there are some conditions we could not provide a return/exchange/refund
1. Product which is opened or been consumed
2. Without its original packing (Tags, packaging, etc)
3. Product which is full of animals’ fur or been damaged
We will request you to send us a picture of the return goods before the action begins.
Will I receive money back or store credit when I do a refund of my order?
It’s up to you! You could choose to credit as store credit or money back to your original payment.
Feel free to let us know your thoughts on it.
** Please note that it might take up to 10 working days to show on your statement for credit card refund.
Vetopia Club & Vetpoints
What is Vetopia Club? And how do I join?
Just simply register on Vetopia then you are automatically become a member of The Vetopia Club.
We got 3 tiers in our membership program: Vetopia Club/Vetopia Lover/Vetopia VIP
Exciting offers & discounts, tons of ways to earn VetPoints and attractive products or voucher to redeem. You can’t be more satisfy with our enhanced reward program!
Click here to discover more about Vetopia Club!
How do I earn and spend Vetpoints?
You can earn Vetpoints by making a purchase, friends referral, leaving a product review, etc – Click here to discover more.
You can redeem your points at checkout as cash (20 Vetpoints = HKD$1), or redeem any discount code/vouchers/products at your Reward Page.
When will my Vetpoints expire?
It will be 12 months after you’ve earned your Vetpoints.
How does Friend’s Referral work?
Simply go to your Reward Page and share your unique link to your friend’s via WhatsApp, Facebook or Email. This will give them a HKD$100 off on their first order (only eligible for minimum spend on HKD$500), once their order is complete you will receive 2000 Vetpoints, which is equivalent to HKD$100.
Share our awesome website to as many friends as you wish and earn more Vetpoints together with them, happy sharing!
What’s the terms & conditions for Vetpoints?
1. Vetpoints will be only available to use 30 days after you have earned them due to our 30 Days Happiness Program (return/exchange/refund).
2. Vetpoints may not be transferred to other people or redeemed for cash.
3. The percentage redemption rate of Vetpoints may vary from time to time at the discretion of Vetopia.
4. Vetpoints earned in any transaction may be used during your next purchase or redemption from Vetopia.
5. Should items be refunded or returned, the corresponding Vetpoints will be refunded out of your Vetpoints account.
What’s the benefit on joining Vetopia’s Reucrring Program?
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!
Awesome deals with recurring order
- 20% Off on your first recurring order (each customer will only receive a ONE TIME discount off)
- 3% Off on all subsequent orders
- Flexible frequency, anytime from 1 week to 6 months
- Easy to manager your recurring order: You can skip or cancel anytime, swap products, change your recurring frequency, you can also add a product or even change the quantity too!
How do I create a Recurring Order?
Easy! Any items with the below tab are available for recurring order:
1. Click this tab
2. Choose your recurring frequency
3. Add to cart, then you’re good to go!
Am I able to checkout with different products with different recurring frequency at the same time?
Yes! Our recurring program works with different items with different frequency in the same order. We will follow your schedule to deliver your recurring items according to your preference frequency.
** Please be reminded that each delivery must reach our minimum free delivery fee of HKD$300, a shipping fee of HKD$50 will be charged if not.
Can I add more products to deliver on my next recurring order?
Absolutely! Go to ‘My Recurring Order’ under ‘My Account’, choose your upcoming recurring order and you will be able to add as many products as you want in this delivery.
When will I be billed?
You will be billed for the first time as soon as you start your plan. Your next billing cycle will coincide with the date of your next delivery. You could manage your recurring order any time through the ‘My Recurring Order’ tab on your account information page.
Can I cancel my recurring order?
Yes you have the option to cancel your subscription anytime!
Alternatively, if the product you ordered for recurring doesn’t work you may swap your product or change the frequency too.
How often will my order be delivered?
You can choose at your preference and we will deliver to your door accordingly.
We recognize that owning pets can be complicated. You might require food every month, flea and tick treatment every 3 months and shampoo every 2 months.
That's why we have a lot of flexibility in our recurring order program. The longest period between recurring orders is 6 months.
Will I get a reminder of my upcoming recurring order?
Yes, you will receive a reminder email of your upcoming recurring order 10 days before we auto generate your next.
What can’t be done in Vetopia Recurring Order Program?
There are a few things that our recurring order program won’t be able to do
1. Next Day Delivery
You won't be able to choose for Next Day Delivery as an option at checkout.
2. Delivery Charge
Please be reminded that each recurring order has its own minimum delivery fee of HKD$300. A shipping fee of HKD$50 will be charged to your order if your single recurring item can not reach our minimum delivery fee.
3. Discount Code
Some of discount codes are forbidden to use within the recurring program.
What are my payment options?
Credit cards -
Bank Transfer -
Account Name: Vetopia Limited
Account Number: 023-297781-001
Do you accept Cash on Delivery?
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.
Can I get any recommendations on what to get for my pet?
Vetopia doesn’t carry the product that I want, can you help?
Please email us at email@example.com for the product or brand that we do not carry. We will try our best to source the product for you, or make some suggestions about great alternatives.
What is the Buddy Box?
Buddy Box delivers a premium selection of all-natural treats or chews, along with irresistible durable toys, great grooming products and accessories for your Buddy monthly.
Make every month a surprise party for your Buddy!
We have 3 sizes of Buddy box for you to choose.
XSamll to Small Breed – Below 15kg
Medium to Large Breed – 15 to 40kg
XLarge Breed – Over 40kg
What if my dog got allergies to a certain food?
Please let us know in the ‘Any special disease/condition’ comment section when you are creating your dog’s profile. We will try our very best to specially avoid any potential allergens from your Buddy Box.
When will I receive my Buddy Box?
Once payment has been confirmed, we will deliver your order within 3-5 working days from your ordering date. We will inform you by email if order can’t be delivered on time.
When will I be billed?
You will be billed for the first time as soon as you start your plan. Your next billing cycle will coincide with the date of your next delivery.
Can I send Buddy Box as a gift to my friend?
Fill out your friend’s dog details when creating dog profile and your friend’s detail at checkout page (address & telephone number).
This exciting surprise box will be at your friend’s doorstep 3-5 working days after you placed the order.
Can I reorder the items from Buddy Box?
Yes you may! Nearly all our Buddy Box items are available in our store, but please contact us if there’s anything you can’t find.