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!

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! Orders will be delivered by our drivers, S.F. Express or Jing Dong Logistic. We do not ship on Sundays and public holidays.

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.

Additionally, please note that during long holidays or promotional campaigns, delivery times may be longer than usual.

If you would like to request a specific delivery date or if you have any special instructions, please make a note in the ‘Special Instructions for Delivery’ section prior checkout, and reach out to our customer care team for assistance. We’ll do our best to accommodate.

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.

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

For Apple Pay/Google Pay users: Please note that the shipping address will be overwritten by your Apple Pay/Google Pay default shipping address.

If you wish to change the shipping address after the order is placed, 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. If the order has already shipped out, it may take 1-2 extra working days for the request for shipment redirection.

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.

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

Hong Kong:

In general, you will receive your order in 1-4 business days* after it is placed. You will receive a shipment notification email from us with an estimated delivery date. If your order is shipped with S.F. Express, please note that SF SMS has been replaced by in-app notification from the SFHK APP, please check accordingly. *We do not ship on Sundays and public holidays.

Macao:

Shipments are arranged twice a week thus the estimated delivery time is within 1-2 weeks after your order is placed.Additionally, please note that during long holidays or promotional campaigns, delivery times may be longer than usual.If there are any delivery delays, we will notify you by WhatsApp or Email.

For Apple Pay/Google Pay users: Please note that the shipping address will be overwritten by your Apple Pay/Google Pay default shipping address.

If you have made an error in your order details, please reach out to our customer care team as soon as possible and send us the correct details with your order number, we will do our best to assist you!

Unfortunately, we are unable to make changes to an order once it has been placed. If you need to cancel your order, please reach out to us as soon as possible and we will do our best to assist you!

Order Confirmation emails are typically sent within a few minutes of placing your order.

If you didn't receive an Order Confirmation email:

- View your spam / junk / promotion folder. At times, the order confirmation email may be blocked or picked up by a spam filter based on your settings.

- Log in to your account and check your order status. If you are still unable to locate your order, please reach out to our customer care team and we will assist you further.

We apologize for the inconvenience! Our aim is for all of our products to reach you in good condition, if you have received any damaged item(s), please contact our customer care team via WhatsApp or Email within 14 days of purchase. We will assist you with a return or exchange as quickly as possible.

We are sorry to hear that there item(s) missing from your package! Please check your confirmation emails to ensure all items were included in your shipment. If an item is missing, please take an unpacking photo(s) or video and contact our customer care team via WhatsApp or Email within 14 days of purchase so we can resolve the issue as quickly as possible.

We apologize for the inconvenience! If you receive your package / product(s) and it is not what you ordered, please contact our customer care team via WhatsApp or Email immediately and provide us with the following:

- Photo of the item(s) you received together with the delivery note (please make sure that the details are clear and visible).

We will do everything we can to resolve the issue as quickly as possible.

If there's a free gift that you don't want to receive, simply remove it from your shopping cart by clicking the 'Trash Can' icon next to the item before you proceed to check-out. If you have already made a purchase, please contact our customer care team as quickly as possible.If we are able to catch the order quickly we can remove it from your order - this may require extra processing time.

We're really sorry, but once your order has been delivered, we won't be able to process a return for free gift(s). We truly appreciate your understanding and apologize for any inconvenience this may cause.

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.

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!

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 enquiries@vetopia.com.hk 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.

Short dated items that are marked as "non-returnable and non-exchangeable" on product page are not eligible for 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.