Shipping & Delivery
We offer free delivery for orders over HK$400 (Discovery Bay, Tung Chung and Ma Wan over HK$600) . A shipping fee of HK$100 will be added to orders below HK$400. The delivery service is available Monday - Saturday (excluding Sundays and Public Holidays).
The self-pickup service is provided by SF Express. Delivery speed and pick-up center hours are controlled by SF Express. Please refer to the SF Express website for opening hours.
Processing Time
Orders received before 12 pm Monday to Friday will be processed within 3- 4 working days depending on item availability, payment verification, and authorization of any prescription items.
Orders placed after 12 pm Monday to Friday will be processed on the next business day (excluding Sundays and Public Holidays).
Our standard shipping time is within 3-4 working days from the date of your order.
Orders being delivered to Discovery Bay, Tung Chung, and Ma Wan require an additional 1-2 working days to process. The delivery schedule will be held on Tuesday & Friday. We are not delivering to outlying islands or internationally at the moment.
Orders being delivered to Mui Wo, Tai O, Penny's Bay, Ngong Ping, Chi Ma Wan, Pui O, Tong Fuk, Shek Pik, Cheung Chau, Peng Chau & Lamma Island require an additional 2-3 working days to process. The delivery service will provided by SF Express.
A text message containing the link for the tracking information will be sent to your mobile phone a day before the delivery so that you can monitor the delivery.
Building with 'No Lift'
There will be a surcharge of HK$50 for no lift building on the 1st to 3rd floor and HK$50 per additional floor thereafter. Please hand the surcharge in cash to our driver upon delivery or if no one will be home to receive your order, please notify us by email in advance so we could arrange an online pay link to complete payment.
** Please note that If payment cannot be made upon the driver's arrival, your delivery might reschedule to another time when payment is made.
Receiving Deliveries
We understand you may not be home during your delivery time. Please remember to leave drop-off instructions in the comment section during checkout (front door or management office) and know that we are not responsible for items after delivery.
Returns and Exchanges
1. All returns must take place within 7 days of purchase.
2. Items must be unopened, unused, have all the original packaging, and be in good resalable condition.
3. For health reasons we cannot accept any returns or exchanges of food, treats, supplements, dog houses, cat climbers, beds, carriers, crates or kennels.
4. Shipping and handling charges are non-refundable.
5. Should there be any dispute, CityU Vet Boutique reserves the right to make final decisions.
For questions or concerns please email us at info@cityuvb.com.hk