Shipping policy

Thank you for shopping with HEI KIU MA. As a professional Hong Kong-based online pet supplies store, we dedicate ourselves to providing standardized, safe and efficient logistics services. We guarantee all pet-related products will be strictly inspected and properly packaged before dispatch to ensure intact delivery to every customer.

1. Order Processing Time

We will complete the inspection, packaging and dispatch arrangement for all confirmed pet product orders within 1 to 5 working days. Weekends and Hong Kong statutory public holidays are excluded from the processing cycle and will not be counted as working days.

During peak sales periods, large-scale order surges or inventory adjustment periods, order processing schedules may be appropriately prolonged. In the event of obvious abnormal delays, we will promptly notify customers via official email to update the latest order progress.

2. Shipping Rates and Delivery Estimates

All shipping fees are calculated comprehensively based on the weight, size, packaging specification and delivery destination of pet products. The final shipping cost will be accurately displayed on the checkout page prior to order payment.

Our standard shipping duration for all pet product orders is 7–15 business days after shipment. The overall delivery progress is for reference only and subject to actual logistics conditions.

Multiple uncontrollable external factors including logistics carrier scheduling adjustments, cross-border customs clearance procedures, extreme weather, regional logistics restrictions and statutory holidays may lead to delivery delays, for which we do not assume relevant responsibilities.

3. Shipment Confirmation and Order Tracking

Once your order is successfully dispatched from our Hong Kong warehouse, our official team will send a shipment confirmation email to your reserved mailbox. The email will include your exclusive order number, logistics tracking code and official tracking query channel.

It takes 24 to 48 hours for the logistics system to synchronize shipment data after goods departure. During this period, tracking information may not be queried normally. Please check the latest logistics status after the data synchronization is completed.

4. Incorrect Address Disclaimer

Customers shall take full responsibility for filling in accurate and complete recipient information including delivery address, valid contact number and recipient name when placing orders. Please carefully verify all information before submitting payment to avoid logistics errors.

HEI KIU MA will not be liable for delivery failure, wrong delivery, package loss or goods return caused by incorrect, missing or invalid address information provided by customers. If the package is returned due to customer’s address errors, all secondary shipping fees generated by re-delivery shall be borne by the customer.

5. Lost or Damaged Packages

If you find your pet product package is missing or stuck without logistics updates during transit, please contact our official customer service team via email within 3 days after the expected delivery date. We will initiate a logistics investigation with the carrier and follow up the whole process to solve the problem for you.

Pet supplies are prone to damage from extrusion, collision or rough handling during transportation. If you receive damaged, broken or defective products, please capture clear photos and short videos of the outer package and damaged items within 24 hours after receiving the goods and submit them to our customer service. We will verify the damage situation truthfully and provide a reasonable after-sales solution as soon as possible.

6. Product Care and Usage Notice

All pet supplies sold in our store are equipped with exclusive usage guidelines, daily maintenance methods and safety operation specifications. Customers shall use, clean, store and maintain the products in strict accordance with the official prompts to ensure product safety and service life for pet use.

We will not bear any liability for product damage, functional failure, aging deformation or safety accidents caused by unauthorized disassembly, improper cleaning, wrong usage scenarios, manual damage and other irregular human operations.

7. International Shipping and Customs Notice

For all cross-border international shipping orders, the import policies, customs inspection standards and tax regulations of the destination country or region shall prevail. All additional fees such as import duties, customs taxes and inspection fees incurred during customs clearance are independent of product prices and shipping fees.

All customs-related expenses need to be independently undertaken by customers. We will not be responsible for package detention, forced return or confiscation caused by customers’ failure to pay relevant customs fees or non-compliance with local import regulations.

8. Contact Information