FAQ

送貨安排

你們提供免費送貨嗎?
Yes, we offer Free Shipping to all areas in Hong Kong with purchase amounts above HKD$300. A shipping fee of HKD $50 will be charged for orders below the minimum amount.

你們送貨到香港哪些地區?
We deliver everywhere in Hong Kong, Kowloon and New Territories, and even to outlying islands (Discovery Bay, Tung Chung, Ma Wan, Park Island, Lantau Island, Cheung Chau, Lamma Island, and Peng Chau).

What is your delivery schedule like?
Our standard delivery is within 3 business days, but in most cases, we do delivery much sooner than that! For Outlying Island customers, your order will be sent via S.F. Express and we will email you with the estimated delivery date. If you’d like your delivery at a particular time we’ll do our best to accommodate you, please make a note in the ‘Special Instructions For Delivery’ section before checkout.

How does ‘Next Day Delivery’ work?
We offer Free Next Day Delivery for orders over $1000 and order placed before 2 pm (Next Day Delivery Service is only for eligible items in stock). We can also offer next day delivery for orders under $1000, with a small delivery charge of $80 Next day delivery is available to almost all areas of Hong Kong including HK Island, Kowloon, and New Territories, but not for Outlying Islands. If for any reason your order cannot be delivered the next day, your shipping fee will be refunded.

Is there any additional delivery charge if I live in a building with no lift?
There is no additional charge if the delivery is to the 3rd floor or below in a building with no lift. There will be a fixed extra charge of $50 if we are delivering above the 3rd floor in a building with no lift. Please hand $50 in cash to our driver upon delivery or if no one will be home to receive your order, please notify us by email in advance so we could arrange an online pay link to complete payment. Our drivers keep this payment. ** Please note that If payment cannot be made upon the driver's arrival, your delivery might reschedule to another time when payment is made.

Do you ship to China or overseas?
Not yet! But we are planning on expanding our business, so stay tuned to our newsletter and social media for any updates and news.

Products

Can I get any recommendations on what to get for my pet?
Certainly - We’re here to help! Everyone at Vetopia knows our products. We would be happy to understand your needs and recommend the best products and solutions for you and your pets. Please click on the blue message bubble in the bottom right of the screen, send us a Whatsapp at 9663 3061, contact us via email at enquiries@vetopia.com.hk or call us on 2915 9262

Vetopia doesn’t carry the product that I want, can you help?
Absolutely. Please email us at enquiries@vetopia.com.hk for the product or brand that we do not carry. We will try our best to source the product for you, or make some suggestions about great alternatives.

Payment

Payment Options
We accept Visa, Mastercard, American Express, Alipay and Bank Transfer (Bank: HSBC, Account Name: Vetopia Limited, Account Number: 023-297781-001)

Do you accept Cash on Delivery?
We’re sorry that we can’t accept cash on delivery. As our goal is to make things as efficient as possible for you and our team.

Buddy Box

What is the Buddy Box?
Buddy Box delivers a premium selection of all-natural treats or chews, along with irresistible durable toys, great grooming products and accessories for your Buddy monthly. Make every month a surprise party for your Buddy! We have 3 sizes of Buddy box for dogs: XSmall to Small Breed – Below 15kg, Medium to Large Breed – 15 to 40kg and XLarge Breed – Over 40kg. We also have Buddy Box for cats.

What if my dog or cat has allergies to a certain food?
Please let us know in the ‘Any special disease/condition’ comment section when you are creating your pet's profile. We will try our very best to specially avoid any potential allergens in your pet's Buddy Box.

When will I receive my Buddy Box?
Once payment has been confirmed, we will deliver your order within 3 working days from your ordering date. We will inform you by email if order can’t be delivered on time.

When will I be billed?
You will be billed for your first Buddy Box as soon as you start your plan. Your next billing cycle will coincide with the date of your next delivery (Every month).

Can I send Buddy Box as a gift to my friend?
Definitely. Fill out your friend’s dog details when creating dog profile and your friend’s details at checkout page (address & telephone number). This exciting surprise box will be at your friend’s doorstep 3-5 working days after you placed the order.

Can I reorder the items from Buddy Box?
Yes you may! Nearly all our Buddy Box items are available in our store, but please contact us if there’s anything you can’t find.

Vetopia Club & Vetpoints

What is the Vetopia Club? And how do I join?
When you register on Vetopia you are automatically welcomed as a member of The Vetopia Club. We have 3 tiers in our membership program: Vetopia Club, Vetopia Lover and Vetopia VIP. The higher your membership tier, the more Vetpoints you earn, meaning more discounts and savings. There are lots of different ways to earn VetPoints, including leaving a review, purchasing items, referring a friend or following us on social media.

How do I earn and spend Vetpoints?
You can earn Vetpoints by making a purchase, referring a friend, leaving a product review, and more... we'll even give you a nice birthday present of Vetpoints every year. You can redeem your points at checkout as cash, or redeem special offers and vouchers on your Reward Page.

When will my VetPoints expire?
VetPoints expire 12 months after they are earned.

How does Friends Referral work?
Easy! Simply go to your Reward Page and share your unique link to your friends via WhatsApp, Facebook or Email. Your friend will receive HKD$100 off their first order (only eligible for minimum spend on HKD$500), and once their order is complete you will receive 2000 Vetpoints. Share our Vetopia with your friends and earn more Vetpoints together. Happy sharing!

What are the terms & conditions for VetPoints?
VetPoints will be available to use from 30 days after purchase. VetPoints may not be transferred to other people or redeemed for cash. The redemption rate of VetPoints may vary from time to time at the discretion of Vetopia. Should items be refunded or returned, the corresponding VetPoints will be refunded from your VetPoints account,