FAQ

Shopping

If you have changed your mind and would like to return your merchandise, Pet Villa will gladly accept any unused, unwashed, or undamaged product within 3 days from your original purchase date. Original tags must still be attached, and there will be a 10% restocking fee deducted from the return balance. Please contact us at 6394 3320 or petvillahk@gmail.com to receive a confirmation message. We do not refund original shipping and handling charges and the customer is responsible for return shipping charges.

How can I cancel my order?

By sending your order via whatsapp at 6394 3320 or email to petvillahk@gmail.com:

A) You can cancel your order within 3 days of making your payment without any money deduction.
B) If you cancel 7 days after making your payment, 50% of your Payment will be refunded with a deduction for the costs of the products and preparations received for the order.
C) If you cancel 15 days after making your payment, there will be no refund.

What if my order is wrong?

Please send a whatsapp message to 6394 3320 or an email to petvillahk@gmail.com within 2 days from the date of receipt, together with your order confirmation, a picture of your received order, and a picture of the shipping tag from the shipping company attached on the package. Original tags must still be attached for return products.

Payment

What kind of payments are accepted in the Pet Villa website?

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Shipping

When will my package be shipped?

Due to the volume that package carriers like SF Express, GOGOX, etc. are experiencing, we have noticed that shipped packages are not always being scanned on a timely basis. It is possible that you have been charged, yet do not have an active tracking number. Please be assured that your package is being processed, and that we are doing everything possible to eliminate this inconvenience. As always, please don’t hesitate to contact us should you have any questions or require additional information.