Shipping & Returns
Fast, reliable delivery across Hong Kong with hassle-free returns
Free Shipping
On orders HK$300+
Fast Delivery
2 to 3 days
Easy Returns
14-day return window
Delivery Terms
Shipping Fees
Free Shipping
Orders of HK$300 or more qualify for free delivery (except remote areas)
Standard Shipping
Orders below HK$300 incur a HK$40 delivery fee
Remote Areas — HK$50 (flat rate)
Applies to: Mui Wo, South Lantau, Pui O, Lau Fau Shan, Tai O, Lamma Island, Cheung Chau, Peng Chau
Delivery Time
Processing Time
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
Monday to Saturday, 11:00 AM to 8:00 PM
Delivered by SF Express
No Delivery Days
Sundays and public holidays
Special Arrangements
Contact us for specific delivery requests
Return Policy
Return Window
Items can be returned within 14 days, provided they are unused and resalable for a full refund.
Return Shipping Costs
Customers bear return shipping costs unless the item is damaged or incorrect upon delivery.
For damaged or incorrect items, notify us within 14 days for a refund or free replacement.
Non-Returnable Items
The following items cannot be returned:
- Items that are incomplete or damaged
- Items with broken safety seals
- Items that are not in resalable condition
Return Process
Step 1: Eligibility Check
Ensure your item(s) are in their original, saleable condition with all tags and packaging intact.
Step 2: Contact Us
Contact our team within 14 days of delivery. We'll confirm eligibility and share return instructions with our warehouse address.
Urban Pet
Email support@urbanpet.hk or use our contact form to start a return.
Step 3: Shipping Method
You may choose to:
- Return at your own expense (e.g., SF Express, HongKong Post, or in-person)
- Request us to collect the item(s) — a quotation from the courier company will be provided and deducted from your store credit
Step 4: Refund Processing
Refund will be processed within 14 days after we have received and inspected the item(s).
Important: Please use a reliable shipping method with tracking. We are not responsible for items lost or damaged during return transit.
Note: Unauthorized returns (items sent without prior notice or approval) will not be processed.
Need Help?
Have questions about delivery or returns? Our customer service team is here to assist you.
Contact Us