We utilize a straightforward flat-rate shipping model. Standard SF Express delivery is HK$30 for orders under HK$400, and completely FREE for orders of HK$400 and over. For bulky smart tech items (such as PETKIT Automatic Litter Boxes), a flat rate of HK$80 per item applies for direct-to-door delivery. Please note that SF Locker pickup is unavailable for bulky tech items due to size, weight, and high premium value.

We operate a hybrid ecosystem model partnering with top-tier global and local brands. To guarantee product freshness and technical care, your items are dispatched from two specialized streams: items from Woof² Meow², PETKIT, DrVet, and Enabot ship straight from our Furrenz headquarters, while items from Furry Green, PawsAid, Petsona, Little Petdators, and Plume dispatch from our partners' climate-controlled facilities. There is zero extra cost to you for split shipments, and you will receive unique tracking numbers for each parcel.

Total delivery to your door takes 4 to 6 business days. This breaks down into 1 business day for order processing, 2 to 3 business days for warehouse dispatch and quality checks, and 1 to 2 business days for SF Express local courier transit.

Change-of-mind return or exchange requests must be submitted within 7 days of receiving your package. Late requests are generally not accepted unless items arrived damaged or incorrect.

All returned items must be 100% unused, unwashed, unopened, undamaged, and kept in their original packaging complete with tags, accessories, and gifts, making them fully suitable for resale alongside a valid order number or proof of purchase.

Yes. For hygiene, safety, or product nature reasons, returns, exchanges, or refunds cannot be accepted for opened or used pet food, supplements, cleaning products, care products, hygiene-sensitive items, chewed items, opened health consumables/supplements, activated smart electronic devices/hardware, sale/clearance items, or customized/pre-ordered products unless an official manufacturing defect is firmly established by the partner brand.

Except for defective, incorrect, or missing items where Furrenz covers reasonable related shipping costs, return shipping fees for personal reasons (such as a change of mind or unsuitability) are borne entirely by the customer, and original order shipping fees are non-refundable.

Please contact us immediately within 2 business days (or 48 hours) of receiving your order with clear photos or videos for verification. We will seamlessly coordinate with our brand partners to arrange a swift replacement, reshipment, or refund at zero extra cost to you.

Refunds are returned exclusively to the original payment method (cash refunds are not available). Once we receive and verify the returned item, refunds are processed within 7 to 14 business days, though actual arrival time depends on your specific bank, credit card company, or payment platform's processing schedule.

You can easily contact our team by emailing info@furrenzpetcare.com or reaching out via WhatsApp, and we will handle all the backend details for you.