Frequently asked questions
Orders and payments
How can I place an order with The Pooch Club?
To place an order, simply browse through our website, select the desired pet supplies, and add them to your cart. Proceed to checkout, fill in your shipping details and make the payment to complete the order.
orders and payments
What payment methods do you accept?
We accept various payment methods, including credit cards (Visa, Mastercard and American Express), Union Pay, WeChat Pay, AlipayHK, FPS and many more. Please see the options at checkout.
Shipping and delivery
How long does it take for my order to arrive?
We strive to deliver your orders as quickly as possible. Typically, our processing time is 1-3 business days. And it usually takes 2-3 business days to deliver by SF Express (the courier we use). However, please note that delivery times may vary depending on the availability of the products and the shipping location.
Shipping and delivery
Are there any shipping fees?
Yes, shipping fees may apply depending on the size, weight, and destination of your order. The exact shipping fees will be calculated during the checkout process and displayed before you complete your purchase.
Returns and exchanges
What is your return and exchange policy?
We have a hassle-free return and exchange policy. If you receive a damaged or defective item, or if you are not satisfied with your purchase, please contact our customer support within 7 days of receiving the order. We will guide you through the return process and arrange for a replacement or refund.
Order cancellation or modification
Can I cancel or modify my order after it has been placed?
We understand that plans can change. If you wish to cancel or modify your order, please contact our customer support as soon as possible. We will do our best to accommodate your request but please note that once an order has been shipped, it cannot be cancelled or modified.
Products and quality
Are the products on your website genuine and of high quality?
Absolutely! We work closely with the brands and source the products directly from them to ensure they are genuine and of the highest quality. Their products are verified with veterinary certificates or by renowned authorities such as US FDA, UK Trading Standard and HACCP. Also, their products are produced in certified and/or licensed manufacturers.
Customer support
How can I contact your customer support?
You can reach our customer support team through various channels. You can either send us an email at contact@thepoochclubhongkong.com, WhatsApp us at +852 9225 8724, or use the live chat feature on our website during our business hours.