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Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ) | Sawasdee Pet Shop

Welcome to the Frequently Asked Questions (FAQ) section of Sawasdee Pet Shop! We have compiled answers to common questions you may encounter during your shopping experience. We hope these provide clear guidance. If you cannot find the answer you need, please feel free to contact us anytime.

Shopping & Orders

Q1: How do I place an order?

You can browse products on our website, add your desired items to the shopping cart, then follow the prompts on the checkout page to fill in delivery details, select shipping and payment methods, and confirm your order.

Q2: How can I modify or cancel my order after placing it?

Once an order is submitted, our system will start processing it immediately. If you need to modify or cancel your order, please send an email to sawasdeepet@gmail.com or a WhatsApp message to +852 9847 9695 with your order number right away—we will do our best to assist you. Please note that modification or cancellation may not be possible if the order has already entered the packaging or shipping process.

Q3: What is the difference between "In Stock" and "Pre-order" items?

In Stock: Products are available in our warehouse and will generally be shipped within 1-2 business days after ordering.
Pre-order: Products need to be sourced from suppliers. The shipping time is approximately 5-10 business days, and we will arrange shipment as soon as possible.

Payment Methods

Q4: What payment methods do you accept?

We offer multiple convenient payment options:

Online Payments: Credit Card (VISA, MasterCard), FPS (Fast Payment System), PayMe, AlipayHK, WeChat Pay HK, Octopus Card.
Bank Transfer: You can make the transfer after placing your order. Please be sure to send your transfer proof along with your order number to us via email or WhatsApp.
In-Store Payments: Customers who choose "In-Store Pickup" can pay by cash or Octopus Card when collecting their items.

Q5: Is payment secure?

Yes, our online payment system is protected by secure encryption provided by Shopline and partner payment platforms (such as Stripe, PayPal, etc.). Your credit card information will not be stored through our website—please use it with confidence.

Delivery & Shipping Fees

Q6: What delivery methods are available? How are shipping fees calculated?

We mainly cooperate with SF Express to provide delivery services (including home delivery, SF Express stations, and smart lockers) across Hong Kong (including outlying islands). Shipping fees will be automatically calculated and displayed by the system during checkout based on the product weight and delivery location. You can also choose in-store pickup to save on shipping costs.

Q7: How long will it take to receive my order?

In Stock Items: Generally shipped within 1-2 business days after order confirmation. Delivery time is approximately 1-2 business days after shipment.
Pre-order Items: Shipping time is approximately 5-10 business days.

Important Note: During holidays or promotional periods, order processing time may be extended. Delivery may also be delayed in case of bad weather (e.g., typhoons). Thank you for your understanding.

Returns & After-Sales Service

Q8: What should I do if I receive damaged or incorrect products?

We sincerely apologize for the inconvenience! Please contact our customer service within 7 days of receiving the items by sending clear photos or videos of the product issue, along with your order number, to sawasdeepet@gmail.com or via WhatsApp at +852 9847 9695. After verification, we will promptly arrange for an exchange or refund. For details, please refer to our [Returns and Refunds Policy].

Q9: Which products are non-refundable and non-exchangeable?

For hygiene and safety reasons, pet food, health supplements, pet supplies, and opened personal hygiene products (such as pet clothing, food bowls, pet beds, etc.) are non-refundable and non-exchangeable once sold. For details, please refer to our [Returns and Refunds Policy].

Q10: Can I ask for advice if I have questions about products or my pet has special needs?

Absolutely! We are happy to provide purchasing advice. Please inform us of your pet’s breed, age, health condition, etc., via email, and we will do our best to recommend suitable products.

Still Have Questions?

If you can’t find the answer here, feel free to get in touch with us!

Customer Service Email: sawasdeepet@gmail.com

We will respond to you within 1-2 business days as soon as possible.

Thank you for your support of Sawasdee Pet Shop. May your beloved pets be healthy and happy!