Shipping
When are products shipped?
We are committed to process all orders within 24-48 business hours and ship out from our facility Hong Kong.
How long will it take to receive my order?
It takes approximately 1-3 business days from the time your order is shipped to reach most Hong Kong destinations; Discovery Bay or Lantau Island may take longer. Shipping times are for reference only and not guaranteed.
**Our partner carrier networks are still experiencing delays due to safety precautions in regards to COVID-19. Your orders may see a delay in delivery time. Some orders may not be able to be deliver to the door of the address provided, instead will be delivered to the nearest pick-up points due to the current COVID-19 restrictions. If you are concerned about the location of your package, please contact us at hello@woofconcepthk.com and we will gladly help track your package.
Which courier and mail service providers do you use?
We use the following mail service providers
Hong Kong:
SF Express
International:
DHL
UPS
How much do I need to spend to receive free shipping?
Orders that reached $200.00 will receive free shipping.
What locations are included in the free shipping?
All Hong Kong locations that SF Express has coverage will entitle to free shipping. This includes Hong Kong, Kowloon, New Territories, Discovery Bay, or Lantau Island. The free shipping is not limited to only commercial addresses but also residential addresses.
My order is lost in the mail, what should I do?
If you believe your order is lost in the mail, or taking more than the expected delivery time; we advise you to contact us immediately at hello@woofconcepthk.com quoting your order number and we will respond to your request within 1 to 2 business days. Please note, Woof Concept Hong Kong will not be responsible if there is a mistake on your address at the time you placed your order. You must notify us immediately if you made a mistake on the address field otherwise, Woof Concept Hong Kong will not be held accountable or responsible for incorrect address input.
I provided the incorrect mailing address, what are my options?
If your order is marked as shipped, unfortunately, we will not be able to intercept and make changes to the shipping address once your order has left our facility. It will be up to the receiver from the address you have provided to ship the items back to us. However; we cannot guarantee the shipment will be returned. If the items are shipped back to us or our courier has determined the address to be invalid upon arrival at the destination, your order may be cancelled less shipping and handling charges. Please note, we are charged a return shipping fee from our logistics and courier partners and in the event your order is returned to us because of address input errors from your end, a return shipping fee of $25.00 may apply. You will be responsible for all shipping costs should you require us to reship the items to you.