• Office hours: 9:00am - 6:00pm

Furrenz Pet Shop Policy

1. Scope & Curation

This policy applies exclusively to online shop orders completed through the official Furrenz Pet Sitters website. Pet sitting services, academy courses, customised services, or other non-physical products are not covered by this pet shop policy.

Our shop features a carefully curated, small selection of premium products. We work closely with trusted global and local brand partners, and we personally review and test every product ourselves before recommending them to our community.

2. Delivery Options & Rates

To keep things simple and effortless for our Furrenz community, we use a straightforward flat-rate shipping model across all of our curated brands:

Standard SF Express Delivery:

  • Orders under HK$400 ➡️ HK$30
  • Orders HK$400 and Over ➡️ ✨ FREE
  • Bulky Smart Tech Delivery (PETKIT Automatic Litter Boxes Only): Flat rate of HK$80 per item.

Note: Due to the size, weight, and high premium value of our large smart ecosystems, these items are exclusively delivered directly to your door to guarantee safe arrival (SF Locker pickup is unavailable for bulky tech).

3. Our Smart Fulfillment Logic (Expect Separate Delivery)

Because we operate on a hybrid ecosystem model to guarantee the highest standard of product freshness and technical care, your order items are dispatched from two specialized streams:

Shipped Directly by Furrenz: Woof² Meow², PETKIT, DrVet, and Enabot items are hand-packed with care and shipped straight from our primary Furrenz headquarters.

Shipped by Our Expert Partners: Furry Green, PawsAid, Petsona, Little Petdators, and Plume items are dispatched directly from our partners' specialized, climate-controlled facilities.

🚚 A Gentle Reminder for Pet Parents: Because your goodies may come from different specialized locations, your order may arrive in separate, beautifully packed parcels. There is absolutely no extra cost to you for split shipments! You will receive unique tracking numbers to follow every step of your companion's wellness journey.

4. Dispatch & Shipping Timelines

We work around the clock to ensure your companion’s essentials arrive safely and swiftly. The total time to your door is 4 to 6 business days, broken down as follows:

Order Processing (1 Business Day): Once payment is confirmed, our system instantly routes the order details to our home headquarters or the respective partner warehouse.

Warehouse Dispatch (2 to 3 Business Days): The dedicated fulfillment team carefully picks, quality-checks, and packs your products.

SF Express Courier Transit (1 to 2 Business Days): Once collected from the warehouse, SF Express handles local transit across Hong Kong swiftly to your door or chosen locker.

5. Return & Exchange Request Window

If you need to return an item after receiving it, please submit your change-of-mind return or exchange request within 7 days from the delivery date. Late requests will not be accepted unless the item was damaged in transit or sent incorrectly.

6. Return Conditions & Prerequisites

All return requests must meet the following conditions:

  • The item must be 100% unused, unwashed, unopened, undamaged, and remain in resaleable condition.
  • The original packaging, tags, accessories, and gifts, where applicable, must be complete.
  • A valid order number and proof of purchase must be provided.
  • For quality issues, clear photos or videos must be provided for verification.

7. Strict Exceptions for Care & Hygiene (Non-Returnable Situations)

For hygiene, safety, or product nature reasons, returns, exchanges, or refunds cannot be accepted in the following situations:

  • Opened or used pet food, supplements, cleaning products, or care products.
  • Hygiene-sensitive products, chewed/opened items, opened health consumables/supplements, or activated smart electronic devices/hardware, unless an official manufacturing defect is firmly established by the partner brand.
  • Sale, clearance, limited-time discount, or items marked as non-returnable.
  • Customised, pre-order, or specially sourced products.
  • Damage, wear, or poor storage caused by human factors.

8. Incorrect, Missing, or Damaged Items

If you receive an incorrect item, a missing item, or an item damaged during transit, please notify us immediately within 2 business days (or 48 hours) of receiving the order, accompanied by clear photos or videos.

Once confirmed, we will seamlessly coordinate with our brand partners to arrange reshipment, replacement, or refund at zero extra cost to you, and we will cover reasonable related shipping costs.

9. Refund Method and Processing Time

Refunds will be returned exclusively to the original payment method. Cash refunds are not available.

After we receive and verify the returned item, refunds will be processed within 7 to 14 business days. Actual arrival time depends on your bank, credit card company, or payment platform processing time.

10. Return Shipping

Except for defective, incorrect, or missing items, return shipping for personal reasons such as unsuitability or change of mind is borne entirely by the customer. Original order shipping fees, if any, are generally non-refundable.

11. Support & Contact Us

Need a hand with an order, tracking link, or return? Our team is always right here acting as your Trusted Expert Neighbor. For return requests or policy enquiries, please reach out to us:

Email: info@furrenzpetcare.com

Website: https://furrenzpetcare.com/

WhatsApp: Reach out directly through our website contact channels.