Shipping & Returns

Shop with Confidence, Receive with Joy

We know that clear policies make for happy shopping. That's why we've laid everything out simply — so you know exactly how it works before you buy.

Shipping Information

1. Shipping Methods

You can choose your preferred shipping method at checkout：

Method Details:

SF Express Door-to-door or SF pickup points, trackable

Hong Kong Post Post office pickup, great if you're not home during the day

Tracking Your Order：

If you choose SF Express, tracking updates will be sent via the SF HK APP
We recommend downloading the "SF Express HK" app to monitor your delivery status

2. Dispatch Information

Packaging Protection：

All products are packed with protective boxes or bubble wrap to ensure they arrive safely.

Dispatch Schedule：

Order Before 5:00pm Mon-Fri : Ships within 1 working day

Order After 5:00pm Mon-Fri : Ships next working day

Weekends & Public Holidays : Ships next working day

Important Notes：

During peak seasons (holidays) or force majeure events, there may be delays
Please ensure someone is available at the delivery address, or that packages can be left with building management

3. Delivery Time

Hong Kong / Macau: 1-2 working days after dispatch

4. Shipping Fees

HK$300 or more (after discount) : Free shipping

Free shipping does NOT cover：

Staircase fees
Gate fees
Remote area surcharges (if applicable)
Late pickup / storage fees

If your order involves any of the above, these fees must be covered by the customer. Thanks for your understanding.

5. Delivery Issues

If you encounter any problems with your delivery：

Order not received within estimated time : DM us immediately — we'll follow up with SF / HK Post

Damaged item received : Take photos and DM us within 24 hours for replacement or refund

Tracking shows "delivery failed" : Check for missed calls first, then contact us for assistance

We'll work with our carriers to resolve any issues and ensure you receive your order as soon as possible.

Returns & Exchanges

7-Day Return Guarantee

If you receive your order and find：

Damaged product : Contact us for replacement or refund

Wrong size/style : Contact us for exchange

Doesn't match description : Contact us for replacement or refund

Please contact us within 7 days of receiving your order. We'll get back to you as soon as possible.

Food Products Policy

To protect the health and safety of all our customers (and their pets)：

Pet Food (unopened) : Return/exchange within 7 days

Pet Food (opened) : Not accepted

Pet Food (expired/quality issues) : Contact us immediately for replacement or refund

Refund Process

Refund Time:

Credit Card : 5-10 working days (depends on bank)

PayMe / FPS / Apple Pay / Google Pay : 3-5 working days

Notes：

Refunds will be processed to your original payment method
For exchanges, no additional shipping fees will be charged (unless you personally want a different style)

When Returns Are Not Accepted:

Opened food products : Hygiene concerns — must protect next customer

Wrong item purchased (unopened) : Can exchange within 7 days, but no refund

Contact after 7 days : Too much time has passed to trace the issue

Contact Us

Channel Info:

Facebook: Plantimal HK

IG : @plantimal_hk

WhatsApp : +852 5288 5388

Email : hello@plantimal.com

Office Hours：

Monday - Saturday： 10:00 - 19:00

Sunday & Public Holidays： Closed (we're spending time with our feathered bosses)

We'll get back to you within 1 working day — usually faster.

Return Address:

Unit 1016, 10/F, Hundsun International Center, 44 Heung Yip Road, Wong Chuk Hang, Hong Kong (By Appointment Only)