About Order

Q What should I do if I haven't received the package yet?

A If you have the logistics number of the package, you can check it on our order inquiry page. If not, if our customer service staff contact pet.tone.official.hk@gmail.com , we will contact you as soon as possible.

Q How should I pay for my order?

A Our website can support multiple payment methods, such as: VISA, Mastercard, AE, Apple Pay and Google Pay. Of course there is also PayPal.

Q Is your website safe?

AYou can rest assured that shopping in our online store is safe. We use the latest security systems and encryption software to keep your personal details such as name, address and bank details safe.

Q What should I do if I receive wrong or damaged product?

A We are sorry to hear that you have received an incorrect or damaged product. Please contact us at abc@gmail.com as soon as possible with your order number, the name/product code of the item you should receive and any further details. We will contact you within 3 business days to resolve your issue.

Q Can I modify the order content?

A Once you have placed your order, it is not possible to amend any details, it is received directly by our warehouse team and has already started processing your order.

About Shipping

Q What methods can I choose to ship the goods?

A We only provide SF express shipping. If the order is over 300 yuan, you can enjoy local free shipping, otherwise you need to pay 30 yuan for shipping.

Q What other areas can you deliver according to schedule?

A We will only send to the following areas: Hong Kong, Macau and Taiwan.

Q How long is the usual shipping time?

A Usually after the order is placed, the product will be received within about 2-6 working days.

About returns

Q Do you have return service?

AItems must be returned within 14 days of receipt

• Item must be in perfect condition
• Items must have all tags attached and be in their original packaging
• Items must be returned to our returns center

return address:
Room 08, 16/F, Wing Shin Industrial Building, 2 San Hop Lane, Tuen Mun

Q Will you refund the shipping cost of the item?

A Sorry, we do not offer free returns. Any return costs will be at your expense.

Q What should I do if I receive wrong or damaged product?

A We are sorry to hear that you have received a damaged product. Contact us at pet.tone.official.hk@gmail.com within 14 days of purchase with pictures of the faulty product and we will be in touch to resolve the issue.

Q How long is the usual processing time?

A We will process your return as quickly as possible, but sometimes it may take up to 14 days to process your refund after you return the item to us. If you have not received a refund after 14 days of returning the item, please contact us immediately at pet.tone.official.hk@gmail.com with proof of postage information from your return receipt and we will investigate further .

Q How can I check my return status?

A You will receive an email notification once we have received your return. You will then also receive an email from us stating that your refund has been processed. Please note that payments may take 3-5 business days to appear in your account, depending on the card issuer.