Terms and conditions for subscription orders

Subscription orders provide a convenient way for pet owners to repeatedly order your favorite pet supplies at your chosen intervals. The following terms and conditions apply to all orders generated under the Subscription Program.

The Subscription Program includes:

  • Exclusive Discounts: Enjoy exclusive offers on subscription products.

  • Flexible Frequency: The subscription frequency is entirely up to you, ranging from one week to two months.

  • Automatic Cancellation: Subscriptions will automatically cancel after a maximum of 5 renewals (including the first order).

Please note that your first 4 subscription orders are fixed and cannot be modified, paused, skipped, or cancelled.

"Upcoming Subscription Order" Notification

Once your next subscription order is charged, you will receive a written confirmation via email. This email will serve as a reminder of your next order generation date, the items ordered, and the total value of your subscription order.

Delivery Time

Under normal circumstances, you will receive your order within 5 business days after it is generated; otherwise, we will notify you separately. For example, if you order 1 bag of dry food on March 1st and select monthly delivery, the next order date will be April 1st, and you will receive your delivery within the following 5 business days.

Payment Methods

Please use a credit card to set up your subscription order. All subsequent orders will be charged to your selected credit card on the day the order is generated.

Once you initiate a subscription, you will be charged for the first order immediately. Future billing dates will align with your scheduled delivery intervals (e.g., every two weeks, monthly, etc.). The subscription system will securely save your credit card information to process payments for upcoming orders, so customers do not need to make manual payments again.

If a charge to your credit card fails, the subscription system will send you an email regarding the failed transaction and request that you update your payment details. Your subscription order will only be generated once payment is successfully received.

  • Home Delivery: A HK$90 shipping fee will apply to home delivery orders under HK$400.

  • Store Pickup: A HK$50 handling fee will apply to store pickup orders under HK$200.

Modifying and Cancelling Subscription Orders

By joining the Subscription Program, you commit to a minimum of 4 consecutive subscription orders. After the first 4 orders, you have the right to cancel one or more subscriptions, modify items, change delivery frequency, or update any customer details.

Please note, however, that cancellations (including those made before completing the full cycle but after the mandatory 4 orders) are subject to an additional service fee of 8% of the total order amount or HK$50, whichever is higher. If you have any questions, please let us know—we are always happy to help.

Out of Stock or Supply Instability

If any product in your subscription goes out of stock or experiences supply fluctuations, we will notify you in advance via email. If necessary, we can assist you in pausing or modifying your subscription order.

Promotional Activities

By joining the Subscription Program, you will enjoy exclusive discounts on subscription products. Please note that Q-Pets website promotional offers (such as monthly deals, flash sales, etc.) cannot be used in conjunction with the Subscription Program.

Pricing

Prices are subject to automatic adjustment based on supplier price increases. The subscription order price is fixed at the initial order price, and future changes will move in tandem with supplier adjustments.