Question 1

What is Urban Pet?

Accepted Answer

Urban Pet is Hong Kong's premium pet food destination — Premium Brands, Personalized Match. We handpick 12+ trusted brands from around the world and match them to your pet's breed, age, health needs, and personality through our Paw-sonality Quiz.

Question 2

How does the Paw-sonality Quiz work?

Accepted Answer

Our Paw-sonality Quiz is a science-backed questionnaire that asks about your pet's breed, age, activity level, health conditions, dietary preferences, and more. Based on your answers, we recommend the most suitable food products from our curated selection of 12+ premium brands.

Question 3

Do I need an account to shop?

Accepted Answer

No — you can browse and checkout as a guest without creating an account. Creating a free account lets you save your pet's profile, track orders, and get personalised recommendations from the Paw-sonality Quiz.

Question 4

What brands do you carry?

Accepted Answer

We partner with 12+ premium pet food brands carefully selected for quality, safety, and nutritional value. Our selection includes internationally recognized brands that meet our strict standards for pet nutrition.

Question 5

What payment methods do you accept?

Accepted Answer

We accept all major credit cards (Visa, Mastercard, American Express), debit cards, and other secure payment methods through our payment processor. All transactions are encrypted and secure.

Question 6

Can I modify or cancel my order?

Accepted Answer

You can modify or cancel your order within 2 hours of placing it by contacting our customer service. Once your order is being processed for shipment, changes may not be possible. Please contact us as soon as possible if you need to make changes.

Question 7

Will I receive an order confirmation?

Accepted Answer

Yes! You'll receive an email confirmation immediately after placing your order, and another email with tracking information once your order has been shipped.

Question 8

Do you offer subscriptions?

Accepted Answer

Yes! Our Subscribe & Save service lets you receive your pet's favorite food automatically at regular intervals (every 2 weeks, monthly, etc.) with an additional 5% discount. You can manage, pause, or cancel your subscription anytime. Look for the subscription options on product pages!

Question 9

How do I manage my subscription?

Accepted Answer

You can manage your subscription through your account dashboard. Log in and go to the Account tab where you'll see your active subscriptions. From there, you can pause, skip a delivery, change the frequency, or cancel anytime—no questions asked!

Question 10

Can I cancel my subscription anytime?

Accepted Answer

Absolutely! There are no commitments or cancellation fees. You can pause or cancel your subscription anytime from your account. We believe you should have complete control over your orders.

Question 11

Do you offer free shipping?

Accepted Answer

Yes! Orders of HK$300 or more qualify for free delivery to most areas in Hong Kong (excluding remote areas). Orders below HK$300 have a HK$40 delivery fee.

Question 12

How long does delivery take?

Accepted Answer

Orders are typically delivered within 2 to 3 days (excluding Sundays and public holidays). We source directly from trusted suppliers in small batches instead of holding excess stock, so your pet food arrives as fresh as possible. Delivery hours are Monday to Saturday, 11:00 AM to 8:00 PM via SF Express.

Question 13

Do you deliver to remote areas?

Accepted Answer

Yes, we deliver to remote areas including Mui Wo, South Lantau, Pui O, Lau Fau Shan, Tai O, Lamma Island, Cheung Chau, and Peng Chau with a flat rate of HK$50.

Question 14

Can I track my order?

Accepted Answer

Absolutely! Once your order ships, you'll receive a tracking number via email. You can use this to track your package through SF Express's tracking system.

Question 15

What if I'm not home during delivery?

Accepted Answer

SF Express will attempt delivery during the specified hours. If you're not available, they'll leave a notice with instructions for re-delivery or pickup. You can also contact SF Express directly to arrange a convenient delivery time.

Question 16

What is your return policy?

Accepted Answer

Items can be returned within 14 days of delivery, provided they are unused, unopened, and in resalable condition for a full refund. Please ensure all safety seals are intact and the product is in its original packaging.

Question 17

How do I return an item?

Accepted Answer

Contact our customer service team within 14 days of receiving your order. We'll provide you with return instructions and our warehouse address. You can return items via courier (at your expense) or request a pickup (fees will be quoted and deducted from your refund).

Question 18

Who pays for return shipping?

Accepted Answer

Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect. In those cases, we'll cover the return shipping and provide a free replacement or full refund.

Question 19

How long does it take to get a refund?

Accepted Answer

Refunds are processed within 14 days after we receive and inspect your returned item(s). The refund will be issued to your original payment method.

Question 20

What items cannot be returned?

Accepted Answer

We cannot accept returns on items that are opened, used, incomplete, damaged by the customer, or have broken safety seals. This is to ensure product safety and quality for all our customers.

Question 21

Are your products suitable for pets with allergies?

Accepted Answer

Many of our brands offer hypoallergenic and limited-ingredient formulas. When taking the Paw-sonality Quiz, mention any allergies or sensitivities, and we'll recommend appropriate products. Always check ingredient lists and consult your vet for severe allergies.

Question 22

Do you sell food for both dogs and cats?

Accepted Answer

Yes! We carry premium food for both dogs and cats, including options for different life stages (puppy/kitten, adult, senior) and special dietary needs.

Question 23

How do I choose the right food for my pet?

Accepted Answer

Start with our Paw-sonality Quiz! It will ask about your pet's breed, age, activity level, health conditions, and preferences to recommend the best options. You can also contact us for personalized advice from our team.

Question 24

Are your products grain-free?

Accepted Answer

We carry both grain-inclusive and grain-free options. Some pets do better on grain-free diets, while others benefit from whole grains. Our quiz helps identify which is best for your pet, and you can filter products by dietary requirements in our shop.

Question 25

Can I get samples before buying?

Accepted Answer

We're working on offering sample packs for certain brands. Contact our customer service to inquire about sample availability for specific products you're interested in trying.

Question 26

What is the Paw-parazzi Wall?

Accepted Answer

The Paw-parazzi Wall is our community feature where pet parents can share photos of their furry friends, see what other pets are enjoying, and connect with fellow Urban Pet families in Hong Kong. You can heart your favorite posts and celebrate the joy of pet parenthood together!

Question 27

How do I post on the Paw-parazzi Wall?

Accepted Answer

Simply create an account, log in, and visit the Community page. Click the upload button to share a photo of your pet. You can add captions and tags to make your post more engaging!

Question 28

Can I edit my pet's profile?

Accepted Answer

Yes! Log in to your account and go to Settings where you can update your pet's information, dietary preferences, and profile at any time. This helps us provide better recommendations.

Question 29

How do I reset my password?

Accepted Answer

On the login page, click 'Forgot Password' and enter your email address. We'll send you a password reset link. Follow the instructions in the email to create a new password.

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