常見問題
關於訂單
Q 我還沒有收到包裹應如何處理?
A 如你有包裹的物流號，你可以到我們的訂單查詢頁查看。如沒有，則如我們的客服人員聯絡petsted.official@gmail.com，我們會儘快與你聯絡。
Q 我應如何支付我的訂單?
A 我們的網站可以支持多種支付方式，如: PayMe, FPS轉數快, VISA, Mastercard, AE, Apple Pay, Google 及 PayPal。
Q 你們的網站安全嗎?
A 您可以放心，在我們網店購物是安全的。我們使用最新的安全系統和加密軟件來確保您的個人詳細信息（例如姓名、地址和銀行詳細信息）安全。
Q 如果我收到錯誤或破損産品應如何處理?
A 得知您收到了錯誤或破損産品，我們深感遺憾。請儘快我們聯絡 petsted.official@gmail.com ，電郵請包含您的訂單號、您應該收到的物品的名稱/產品代碼以及任何進一步的詳細信息。我們將在 3 個工作日內與您聯繫以解決您的問題。
Q 我可以修改訂單內容嗎?
A 一旦您下訂單，就無法修改任何詳細信息，我們的倉庫團隊會直接收到訂單，並且已經開始處理您的訂單。
關於運送
Q 我可以選擇甚麼方式運送商品?
A 我們只有提供 SF express 運送。本地免運費。
Q 你們還有甚麼地區可以按排送貨的?
A 我們只會寄送以下地區: 香港,澳門及台灣。
Q 通常運送時間會多久?
A 通常下單後，大約2-6個工作天內會收到産品。
關於退換
Q 你們有退換服務嗎?
A 很抱歉，除了食用期限過期外，其他原因不設退貨
- 物品必須完好無損
- 物品必須附有所有標籤並使用原包裝
- 物品必須14天內以WhatsApp或電郵與我們聯絡，並附上產品的食用期限標籤圖片，我們將與您聯繫解決問題。
Q 你們會退回貨品的運費嗎?
A 我們深感遺憾，目前不提供免費退貨。任何退貨費用將由您自費。
Q 通常處理時間是多久?
A 我們會盡快處理您的退貨，但有時在您將商品退還給我們後，可能需要長達 14 天的時間來處理您的退款。如果您在退回商品 14 天后仍未獲得退款，請即與我們聯繫 petsted.official@gmail.com ，並提供您的回郵收據中的郵資信息證明，我們將對此進行進一步調查。
Q 如何查看我的退換狀態?
A 一旦我們收到您的退件，您將收到一封電子郵件通知。然後，您還會收到我們的電子郵件，說明您的退款已處理。請注意，付款可能需要 3-5 個工作日才能顯示在您的帳戶中，具體取決於發卡機構。
FAQ
About Order
Q What if I have not received my order?
A If you have tracking number, you can go to our order tracking page. If not, please feel free to contact us at petsted.official@gmail.com for an updated on the status of an order.
Q How can I pay for my order?
A We accept the following payment & cards: PayMe, FPS, Visa, MasterCard, AE, Apple Pay, Google Pay and PayPal payments.
Q Is it safe to order online?
A You can rest assured that shopping with our website is safe. We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.
Q What should I do if I receive an incorrect or faulty item?
A We are sorry to hear that you have received an incorrect or faulty item. Please send us a message at petsted.official@gmail.com with your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 3 business days to resolve your issue.
Q Can I make changes to my order?
A Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse team receives orders directly and will have already started processing your order.
About Delivery
Q What are my delivery options?
A We use SF express to ship our deliveries in Europe. Free shipping for per order.
Q What countries do you deliver to?
A We currently deliver to following countries:Hong Kong, Macao and Taiwan
Q How long does delivery take?
A Delivery typically takes between 2-6 business days.
About Return and Refund
Q What is your returns policy?
A We are so sorry, we do not returns for reasons other than expiration date
- Items must be undamaged
- Items must have all tags attached and be in original packaging
- The product must contact us by WhatsApp or email within 14 days, and attach a picture of the expiry date label of the product, and we will contact you to solve the problem.
Q Do you offer free returns?
A Unfortunately, we do not offer free returns. Any returns will be at your own expense.
Q How long does it take to process my return?
A We aim to process your return as soon as possible, but on occasions it may take up to 14 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 14 days of returning the item(s), please contact us at abc@gmail.com with the proof of postage information from your return carrier receipt and we will investigate this further.
Q How can I track the status of my return?
A As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.