Delivery Arrangement

Online store delivery terms and conditions

1. General Provisions
1.1. These Terms and Conditions apply to all transactions conducted on Q-Pets.com and detail our delivery services, pricing, and related responsibilities.
1.2. Before placing an order, customers must carefully read and agree to these delivery terms. Once the order is confirmed, it indicates that you have accepted and agreed to abide by all terms.

2. Delivery method and charges
Q-Pets.com currently offers the following three delivery options, with delivery fees detailed below:

Delivery method

Free shipping threshold

Shipping fees below the threshold

Home delivery

Orders totaling HKD 400 or more

HKD 90

Pick up in store

Orders totaling HKD 200 or more

HKD 50

Self-pickup at SF Express station

Orders totaling HKD 400 or more

HKD 90

2.1. Free shipping threshold : Orders with a total amount (calculated based on the final amount payable after discount) that reach or exceed the specified threshold are eligible for free shipping for this delivery method.
2.2. Shipping Cost Calculation : If the total order amount does not reach the specified threshold, the system will automatically charge the corresponding shipping cost according to the table above.

3. Delivery Service Details

3.1. Door-to-door delivery

  • This service is available in designated Hong Kong areas. Additional charges may apply or services may not be available in remote areas or under special circumstances.
  • Delivery time is generally 2-4 business days (excluding order processing days and public holidays).
  • Orders delivered to your door will be handled by SF Express, and the logistics status will only be updated through the SF Express app . We recommend that you download the SF Hong Kong (SFHK) app in advance to receive the latest notifications.

3.2. In-store pickup

  • Delivery time is generally 2-4 business days (excluding order processing days and public holidays).
  • 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.
  • You must complete the process within 7 days of receiving the notification. Please pick up your goods in person at the designated store upon presentation of the relevant notification.
  • 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.
  • Late pickup processing : If you do not pick up your order within 7 days of being contacted by customer service, we will return the goods to our warehouse and process a refund for you. A handling fee of HK$50 or 8% of the order amount (whichever is higher) will be deducted from the refund amount .
  • The refund amount will be available within 7 to 14 business days after the order is returned to the warehouse and confirmed. The refund will be returned to the original payment account you used.

3.3. Self-pickup at SF Express self-pickup point

  • We will ship your goods to your designated SF Express station or smart locker via SF Express .
  • After SF Express delivers the package to the designated station, you will receive a pickup notification SMS from SF Express. Please be sure to pick up the package within the specified storage period .
  • Logistics status will only be updated through the SF Express app . We recommend that you download the SF Express Hong Kong (SFHK) app in advance to receive the latest notifications.

4. Order processing time
All orders will be processed within 1-2 business days after payment confirmation. Processing will be completed (excluding Sundays and public holidays). You will receive a notification with the tracking number (if applicable) after shipment.

5. Delivery delay
5.1. In the event of typhoons, heavy rain, black rainstorm warnings, typhoon signal No. 8 or above, or other force majeure events, all delivery services may be delayed. We apologize for any inconvenience.
5.2. We will do our best to coordinate for delays caused by logistics providers (such as SF Express), but we will not assume any related responsibility.

6. Disclaimer
6.1. Customers are responsible for providing accurate and complete delivery addresses and contact information. We are not liable for any loss or delay caused by incorrect information.
6.2. Our store does not assume direct responsibility for the service quality of logistics service providers (such as the attitude of delivery personnel, minor delays, etc.), but we are happy to assist customers in reporting problems to the logistics provider.

7. Amendments to the Terms
Q-Pets.com reserves the right to amend these Shipping Terms and Conditions at any time without notice. All transactions are subject to the latest terms and conditions published on the website at the time of order confirmation.