Frequently Asked Questions

Yes, you can. However, we strongly recommend that you register as a member to enjoy our exclusive monthly discounts and promotions. Furthermore, shopping as a guest will not earn you PetDollar, so we suggest you shop as a member to earn PetDollar.

Please refer to How to Become a Q-Pets Member – Q-PETS

Please refer to How to Become a Q-Pets Member – Q-PETS

We apologize, but points and PetDollar cannot be earned later. You must log in to your Q-Pets account to checkout to receive your points.

For non-original PetDollar members: If this is your first time purchasing from Q-Pets.com, register as a Q-Pets member and then register a Pet Dollar account using the same phone number.

If you are already a PetDollar member but are shopping on Q-Pets.com for the first time, you need to register again on Q-Pets.com with the same mobile number as Pet Dollar. After shopping, the system will automatically credit your original PetDollar account based on the registered phone number. However, if you are making a purchase as a guest, you will not be able to earn PetDollar.

1 year.

Won't.

Your PetDollar will be deducted accordingly based on the order amount.

No. If you have special circumstances, such as a changed phone number/address, please contact our customer service manager via email to inquire about your new information, and we will update it for you.

Within 2-3 business days after receiving the goods.

You can contact our customer service manager via email for inquiries, and we will be happy to assist you.

We will do our best to meet your purchasing needs. For products or brands that we do not currently sell, please email pidcs@jebsen.com. We will try our best to procure the products for you or suggest good alternatives.

You can select your desired delivery frequency through the "Recurring Order" option in the purchase settings, and then place an order.

For recurring orders, we will charge you on the same purchase date each month.

Recurring orders will be automatically cancelled after five automatic renewals (including the first order). Please note that your first four orders are fixed (cannot be changed, paused, skipped, or cancelled).
Please note that order cancellation (including cancellations after four consecutive orders) will incur an additional service fee of 4% of the total order amount or HK$300, whichever is higher.

Your recurring order will automatically renew 5 times and then pause, so it will be delivered 5 times, regardless of the delivery cycle you choose.

Your order will be shipped to your home in accordance with your recurring order frequency.

After payment, we will process your order and try our best to deliver it to your door within 5 business days. However, delivery may be delayed due to typhoons, heavy rains, or other unforeseen circumstances. Please check your recurring order email.

Your first order can be shipped together with any other items you purchase (single purchase), but subsequent orders cannot be shipped together with any other items you purchase (single purchase). If your recurring order is less than HK$400 and the delivery address is within our delivery area, we will charge a delivery fee of HK$90 per order. For the avoidance of doubt, we do not accept any deliveries outside our delivery area.

You can contact our customer service manager via email for inquiries, and we are happy to assist you. However, please note that once a new product is added to an existing recurring order, all subsequent orders will include this new product, and the cost will be adjusted accordingly. You will be notified of any changes to your order via a new email.

Once you start a recurring order, you will need to pay for your first delivery. Your next billing cycle will coincide with the date of your next delivery. For recurring orders, we will charge you on the same purchase date each month, and recurring orders will be delivered after payment. You can manage your recurring orders at any time via the "Recurring Orders" tab on your account information page.

Please log in to your account and click on recurring orders to view your recurring orders.

Alternatively, you may receive an email about recurring orders; click the "Recurring Orders" link to view your order history.

Credit cards (Visa/Mastercard), American Express, PayPal (Visa/Mastercard).

We apologize, but we are not currently accepting cash on delivery at our stores.

Please ensure that you have entered the payment information correctly (i.e., credit card number, expiry date, CVN, 3D Secure verification password).

We offer free delivery for orders totaling HK$400 or more and located within our delivery area. For orders less than HK$400 and located within our delivery area, a delivery fee of HK$90 will be charged per order. To avoid any questions, we do not accept deliveries outside our delivery area.

We will specify the delivery date in the email and deliver the ordered goods to the designated delivery area, which refers to any location within Hong Kong, excluding outlying islands, Lantau Island, Ma Wan, Tung Chung, Discovery Bay, restricted areas/zones requiring specific permits or licenses, and other locations that we may determine at our discretion from time to time. We generally deliver on weekdays, Monday to Saturday (excluding Hong Kong public holidays), from 11:00 AM to 6:00 PM. For the avoidance of doubt, we do not accept any deliveries outside the designated delivery area.

We currently only ship to Hong Kong. We do not currently ship to Macau, mainland China, or overseas.

1. Pick up in-store. You can click here to find the pick-up store address.
2. SF Express smart locker for receiving goods
3. Home delivery

We will do our best to deliver the goods within five business days of receiving the delivery confirmation email.

We will do our best to arrange shipment within the next 1-2 business days.

If you prefer self-pickup, please click here to find the phone number of our self-pickup locations and call us to find out the opening hours of each location.

You can contact our customer service manager via email for inquiries. Please provide the following information: order number, delivery date, missing items, and a photo of the contents of the box.

We will provide assistance as soon as possible.

You can track your SF Express order through the SF Express website. For other delivery methods, you can check your order status on your member page on the website or receive an email indicating that your order is being shipped.

If the delivery date is rescheduled or no one is available to receive the goods on the delivery day, we will need to arrange delivery separately, and the additional delivery fee will be HK$40.

1) Delivery to village houses is not permitted inside the village; it must be done in a designated parking area or parking lot. If the delivery vehicle can directly enter the village, you must still make the delivery on the ground floor; the driver will not come upstairs to deliver the goods.

2) If the delivery location is not directly accessible by elevator and requires transport via stairs, such as in a tenement building, you will need to pay a stair-climbing fee. The fee is HK$15 per floor, with each floor consisting of 10 steps. The first floor is exempt from the surcharge.
Shipping costs are calculated in 20kg increments. Delivery fees are subject to change without notice due to environmental factors.

3) Staircase fees can only be paid in cash to the driver. If the driver refuses to pay the staircase fee, Q-Pets has the right to take back the goods without refund.

No, there will be no shipping fee as the free shipping coupon already provides a free shipping discount.

Yes, shipping will be charged since the coupon already offers a discount.

You can contact our customer service manager via email for inquiries. Please provide the following information: order number.

We will provide assistance as soon as possible.

An SMS message containing your order number will be sent to your registered phone number. Please collect your package within the validity period.

When you arrive at the self-pickup store, please show the staff the SMS message you received. The staff will assist you in picking up your package after verifying your phone number.

Once the order is confirmed, the automated logistics process will begin, and the system will immediately send the order details to our warehouse for shipment. Manually changing a confirmed order may result in discrepancies in records and affect delivery arrangements. A cancellation fee of 8% or $50 will be charged. If you have any questions, you can still contact our customer service manager via email.

We're sorry, but in-store pickup orders cannot be changed by the customer.

1. Once your order arrives at the designated pickup location, an SMS message containing your order number will be sent to your registered phone number to notify you to pick it up.
2. If you are unable to collect your package within 7 days of receiving the notification, our customer service manager will remind you again via WhatsApp or email.
3. If you do not pick up your order within 7 days after being contacted by customer service, we will return the order to our warehouse and process a refund for you (a handling fee of HK$50 or 8% of the order amount will be deducted, whichever is higher).
4. The refund amount will be returned to your original payment account within 7 to 14 business days after the order is returned.

cannot.

We are very sorry that we sent you the wrong/defective item. Please contact us within 7 days of receiving the item.

You can contact our customer service manager through Q-Pets.com for inquiries. Please provide the following information:

1. Photos and videos of product quality issues
2. The product's outer packaging was intact.
3. All free gifts included with the product
4. Order Receipt
5. Delivery invoice

We will provide assistance as soon as possible.

cannot.

Refund will be credited to your payment credit card within 1-2 weeks.