送貨說明

爲保障您愛寵的食品及用品可以準時、安全地送達，Pets Global（下稱“我們”）精心選用菜鳥物流作為物流合作夥伴，依托其專業可靠的配送網絡，力求每一次送貨都讓您滿意和信賴。

在使用平臺物流服務以前，請仔細閲讀以下送貨説明：

網站送貨收費準則

*本網站的配送服務僅適用於香港本地派送。

*為保障派送安全與效率，針對所有宅配和自提配送服務，每次訂單我們最大重量上限為20kg貨重。感謝您的諒解。

送貨時間

我們會將當天下午3點前接收的所有成功付款的訂單將安排第二天送貨至菜鳥物流倉進行配送，最快可於落單后的2個工作日完成派送。

*星期六、日及公衆假期的訂單將順延至下一個工作日進行處理。

偏遠地區及離島送貨安排

再派及改派安排

1. 再派安排：

2. 菜鳥將提供兩次免費再派送服務，如遇到7日內未取件的情況，包裹將會被自動退回再派。當超過派送次數時，宅配將收取費用HK$25/單，自提點將收取費用HK$20/單。

2. 改派安排：

   1. 您可以通過致電、WhatsApp或電郵的形式告知我們您的改派需求及訂單編號，我們的同事將會負責幫您同菜鳥方面跟進改派快遞的安排。

   2. 費用：

      1. 改派費用為HK$30/單，離島區額外收取附加費HK$20。

      2. 如遇修改派送方式的情況，宅配改為自提點（如支持安排）需收取手續費HK$20/單；自提點改為宅配需收取手續費HK$30。偏遠地區則需要單獨收取額外附加費。如產生自提點超期滯留（免費保存3個工作日）需同時支付HK$10/工作天/單。

*改派和再派服務的相關收費需由客戶於線下向菜鳥進行支付。

其他收費

1. 上樓附加費：

   1. 關於唐樓及沒有電梯並需要上/落樓梯等送貨地址，菜鳥將只會送至大廈門外，如需以上/落樓梯方式貨到指定樓層則需加收費用。

   2. 費用將按照包裹重量計算：

      1.  ≤5kg，每層HKD10/單

      2. 5kg<X≤20kg ，每層HKD30/單

2. 自提點超期未取附加費：

   1. 由包裹上架成功當日開始計算，免費保存三個工作日，第四個工作日開始按HK$10/工作天/單，超出4天未取包裹將會被退回。

*上述其他收費需由客戶於線下向菜鳥進行支付。

退貨和退款安排

您可以根據以下條件將非易腐貨品退還給我們：

1. 您必須在收貨日期後七 (7) 天內通過support@pets-global.hk與我們聯繫，或致電 23611121，我們將會對您的退貨申請進行資料核實：

   1. 除非因收到錯誤或損壞的商品而退貨，否則您需要自行前往菜鳥站點辦理退貨，並負責所有與退貨相關的運費。

   2. 除非退回的物品保持原狀、裝在原包裝盒和/或包裝中，並且未使用或未過期，否則您將不合資格就退回的物品進行任何換貨或退款。

2. 如果您的退貨申請已批准，需要退款時：

   1. 如果該貨品最初是通過促銷或折扣代碼購買，您將只能獲得最初為該貨品支付的金額。如果促銷、折扣或Promo Code適用於整個訂單，我們將按比例退還您退回貨品的售價減去退回產品適用的促銷、折扣或Promo Code金額。

   2. 退款處理可能需要一些時間，並且取決於相應的銀行和/或退款方的內部處理時間。

   3. 如果您退回的是與贈品相關的產品，則還必須退回訂單中贈送的任何免費促銷贈品。

   4. 如果因為退貨而使總訂單價值降低到符合免運費或任何促銷資格的價值以下，我們可能會收取運費和/或不包含促銷的訂單全額。

Pets Global Hong Kong Limited 保留隨時修改本送貨說明之權利，此等修改包括但不限於增刪或修改任何部分。此外，本公司對條款之解釋及相關爭議保留最終決定權。

Delivery Instructions

To ensure the timely and secure delivery of your beloved pet's food and supplies, Pets Global has carefully selected Cainiao Logistics as our logistics partner. Leveraging their professional and reliable distribution network, we strive to make every delivery a satisfying and trustworthy experience.

Before using our platform's logistics services, please read the following delivery instructions carefully:

Delivery Charge Guidelines

*Delivery service is only available for local Hong Kong shipments.

*To ensure delivery safety and efficiency, a maximum weight limit of 20kg applies per order for all door-to-door and pick-up point deliveries. Thank you for your understanding.

Delivery Time

All successfully paid orders received before 3:00 PM daily will be dispatched to the Cainiao Logistics warehouse the following day. Delivery can be completed within 2 business days after order placement at the earliest.

*Orders placed on Saturdays, Sundays, or public holidays will be processed on the next working day.

Delivery Arrangements for Remote Areas and Islands

Re-delivery and Rescheduling Arrangements

1. Redelivery

2. Cainiao provides two complimentary redelivery attempts. If a parcel remains uncollected within 7 days, it will be automatically returned for redelivery. After exceeding the delivery attempts, a fee of HK$25 per home delivery and HK$20 per self-pickup will be charged.

2. Rescheduling Arrangements

1. You can inform us of your rescheduling needs and order number via phone, WhatsApp, or email. Our staff will follow up with Cainiao regarding the rescheduling of the delivery.

2. Fees:

   1. The rescheduling fee is HK$30 per order, with an additional HK$20 for remote areas. 

   2. If the delivery method is changed from home delivery to a self-pickup point (if supported), a handling fee of HK$20 will be charged. Changing from self-pickup to home delivery will incur a fee of HK$30. Additional charges may apply for remote areas. If the self-pickup point exceeds the free holding period of 3 working days, a fee of HK$10 per working day per order will be charged.

*The related fees for rescheduling and re-delivery services must be paid offline to Cainiao by the customer.

Other Charges

1. Staircase Handling Fee (for walk-up buildings without elevators):

Deliveries will be made to the building entrance only. Fees apply for carrying items upstairs/downstairs:

• ≤5kg: HK$10 per floor per order

• 5kg < X ≤ 20kg: HK$30 per floor per order

2. Pick-up Point Overdue Storage Fee:

Parcels are stored free for 3 business days from placement date. From the 4th business day: HK$10/business day/order. Uncollected parcels after 4 days will be returned.

*The above additional charges must be paid by the customer to Cainiao offline.

Returns & Refunds Policy

You can return non-perishable items to us under the following conditions:

1. Contact us within seven (7) days of receipt via support@pets-global.hk or phone (2361 1121) for return authorization, and we will verify your return request:

   1. Unless returning due to incorrect or damaged goods, you will need to go to the Cainiao station for the return and be responsible for all related shipping costs.

   2. Unless the returned items are in their original condition, in the original packaging, and unused or unexpired, you will not qualify for any exchanges or refunds.

2. If your return request is approved and a refund is needed:

   1. If the item was originally purchased using a promotional or discount code, you will only receive the amount originally paid for that item. If the promotion, discount, or promo code applied to the entire order, we will refund you proportionally based on the price of the returned item, minus the applicable promotion, discount, or promo code amount.

   2. Refund processing may take some time and depends on the internal processing time of the respective bank and/or refund party.

   3. If you are returning products related to promotional gifts, all free promotional gifts given in the order must also be returned.

   4. If the return causes the total order value to fall below the threshold for free shipping or any promotional qualification, we may charge shipping fees and/or the full amount of the order not including promotions.

Pets Global Hong Kong Limited reserves the right to modify these delivery instructions at any time, including but not limited to adding, deleting, or changing any part. Additionally, the company retains the final decision-making authority regarding the interpretation of the terms and related disputes.