FAQ

Covid-19 Update

Orders are being processed and shipped, although this may take a little longer. Delivery delays are currently between 1-2 weeks.

  • How long will be order take to ship? Orders usually arrive within 7-14 days after dispatch (see estimated shipping time during checkout). However, please allow an additional 1-2 weeks for arrival due to Covid-19 delays.
  • What happens if my order is lost? Orders will be considered lost until 6 weeks have passed with no delivery. We will make a formal enquiry on your order to the post office, and issue you a replacement or refund!

General Questions & Order Inquiries

Email: hello@pawsofpride.com. So we can better assist you, please include our order number and request in the subject line. See the following examples:

  • Order #12345 - Address Change
  • Order #12345 - Cancel Order

Please allow up to 2 business days for a response to your inquiry.

Our physical address is ​3A, 163 Hennessy Road, ​Wan chai, Hong Kong.

When will my order be shipped out?

Please allow 2 business days (Monday to Friday, except for public holidays) for order processing. We work hard to process and ship all orders as soon as they are received.

Unfortunately, we cannot guarantee delivery by an exact date. For holiday orders, please order early to allow additional time for processing and shipping.

Can I change my order?

Unfortunately, we cannot change an order once it has been placed. However, please contact us ASAP so we can attempt to help you cancel your order. You can then place a new order with the changes you wish to make. Please note that order cancellation is not guaranteed.

Can I cancel my order?

If your order has not been processed, we will attempt to stop the shipment. We cannot guarantee cancellation of an order after it has been placed.

How much is shipping?

Local Delivery (Hong Kong) starts at $3.00.

International Delivery starts at $4.99. Base values depend on weight and destination.

Orders over $150USD ship for FREE. *

International shipments may be subject to additional duties, taxes, and other customs fees depending on the destination country’s taxes. We have no control over this and are not responsible for these fees. For holiday orders, please order early to allow time for processing and shipping.

How can I track my order?

Once we have sent out your order, we will send an email with your tracking number and a link to the tracking website. Please allow 24-48 hours from dispatch to receive a tracking notification.

What if I received the wrong item? 

Please send us an email! We would be happy to:

  • Send you the correct item. You may keep the incorrect item.
  • Refund you for that item, if you'd prefer not to wait for it to arrive again.

For any other issues or questions, please contact us at hello@pawsofpride.com