Tap a question. Get the useful part.
We keep the answers short enough to scan, and detailed enough to act on. If you cannot find what you need, contact our care team.
Ordering should feel simple.
How do I place an order?
Choose a product, select any available option, add it to your cart, and complete checkout. Prices are shown in HKD.
Can I change or cancel an order?
Contact us as soon as possible if the order has not shipped. Once dispatched, an order may no longer be cancellable; we will explain the available return route.
How do I track my order?
When tracking is available, we send the details after dispatch. You can also check order status through My Account.
Do I need an account?
No. Guest checkout is available. An account can make it easier to review orders and manage your details.
Know the threshold and the timing.
When is delivery free?
Standard delivery is free on orders of HK$500 or more. Orders below HK$500 have a HK$40 standard delivery fee.
How long does delivery take?
Standard delivery generally takes 5–7 business days. Express delivery is HK$80 and generally takes 1–2 business days. Public holidays and remote areas may add time.
Where do you deliver?
Across Hong Kong, including Hong Kong Island, Kowloon, the New Territories, and outlying islands.
What if a large item needs special delivery?
Large items may need additional arrangements. We will contact you if a special arrangement is needed.
Choose with the right kind of confidence.
How do I choose the right food?
Start with species, life stage, and product type, then use the needs filters for digestive, urinary, skin, weight, dental, and other goals. For therapeutic diets, consult your veterinarian.
Are product descriptions veterinary advice?
No. Product information is general information. Always follow the packaging and seek qualified veterinary advice for a health concern.
Why might packaging look different?
Brands may update packaging or product presentation. Check the product name, size, ingredients, and label instructions.
Are all products in stock?
Availability can change. The product page and checkout provide the current availability signal.
When you need a human answer.
Can I return an item?
Unopened, unused, resalable items can generally be requested for return within 30 calendar days of delivery. See our Returns & Refunds policy for the full conditions.
What if an item arrives damaged?
Contact us within 48 hours with your order number and photos of the item and packaging. We will confirm the next step.
How can I reach Petwell?
Email hello@pawshop.hk. We aim to reply within 1–2 business days.
