Frequently Asked Questions
General Questions
What is PetPetPick?
PetPetPick is an online pet store operated by HONG KONG PERENNIS LIMITED. We offer carefully selected grooming tools, cat toys, and dog accessories for pet parents around the world.
Where are you located?
We are a Hong Kong-based company.
HONG KONG PERENNIS LIMITED
Address: RM 33, 18/F METRO CTR 2, 21 LAM HING ST, KLN BAY, HONG KONG
Phone: +852 69447843
Email: hkperennis@outlook.com
Do you have a physical store?
No, we currently operate online only through https://www.petpetpick.com.
Ordering
How do I place an order?
Browse our products, add items to your cart, and proceed to checkout. You can complete your purchase as a guest or create an account for faster future orders.
Can I change or cancel my order?
You may request a change or cancellation within 24 hours of placing your order, provided the order has not yet been shipped. Once shipped, the order cannot be cancelled. Contact us at hkperennis@outlook.com as soon as possible.
What payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, American Express, and Discover. Additional payment options may be available at checkout depending on your location.
Is my payment information secure?
Yes. Our checkout process uses SSL encryption to protect your payment information. We do not store your full credit card details on our servers.
Will I receive an order confirmation?
Yes. You will receive an order confirmation email shortly after placing your order. If you do not see it, please check your spam or junk folder.
Shipping
Where do you ship?
We ship worldwide to most countries. Some remote locations may have limited shipping options.
How long does shipping take?
Estimated delivery timeframes are:
- United States, Canada, Australia, and Europe: 7 to 15 business days.
- Other international destinations: 10 to 20 business days.
Please note that these are estimates and delivery may take longer due to customs, local postal delays, or other factors outside our control.
How much does shipping cost?
Shipping costs are calculated at checkout based on your destination, shipping method, and order weight. We occasionally offer free shipping promotions for orders over a certain amount.
Do you provide tracking information?
Yes. Once your order ships, you will receive a shipping confirmation email with a tracking number. Please allow 3 to 5 business days for tracking information to update.
Will I have to pay customs duties or taxes?
International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country. These charges are the responsibility of the customer and are not included in the product price or shipping cost.
What if my package is lost or delayed?
If your package has not arrived within 30 business days of shipment, please contact us at hkperennis@outlook.com with your order number. We will investigate with the shipping carrier and work toward a resolution.
Returns and Refunds
What is your return policy?
We do not accept returns for change of mind, personal preference, or incorrect sizing. However, if your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
How do I report a damaged or defective item?
Please email hkperennis@outlook.com with:
- Your order number.
- A clear description of the problem.
- Photos or videos showing the damage, defect, or incorrect item.
- Photos of the packaging if the damage appears to be caused during shipping.
Will I get a refund or a replacement?
For approved claims, we may offer a replacement, store credit, or refund at our discretion. Refunds are issued to the original payment method and typically appear within 5 to 10 business days after processing.
Do I need to return the damaged item?
In most cases, we will provide instructions if a return is required. Do not return any item without first receiving authorization from us.
Are shipping fees refundable?
Shipping fees are non-refundable unless the return is due to our error or a defective product.
Products
Are your products safe for pets?
We select products designed for pet use. However, pet owners should always supervise their pets during play and inspect products regularly for wear or damage. Discontinue use if any product becomes damaged.
How do I choose the right size for my dog?
Each product page includes sizing information. We recommend measuring your pet carefully and comparing the measurements to the size chart before ordering. If you are unsure, contact us for guidance.
What if a product is out of stock?
If a product is out of stock, you can sign up for a restock notification on the product page, if available. You may also contact us for an estimated restock date.
Are product colors exactly as shown?
We make every effort to display product images and colors accurately. However, actual colors may vary slightly depending on your device screen and display settings.
Account and Support
Do I need an account to shop?
No, you can check out as a guest. Creating an account allows you to track orders, save your address, and view order history more easily.
How do I reset my password?
Click the “Forgot Password” link on the login page and follow the instructions to reset your password.
How can I contact customer support?
You can reach us by email at hkperennis@outlook.com or by phone at +852 69447843. We aim to respond to all inquiries within 24 to 48 business hours.
What are your customer service hours?
Our customer service team is available during standard Hong Kong business hours, Monday through Friday. We monitor emails regularly and aim to respond as quickly as possible.
Privacy and Security
Is my personal information safe?
Yes. We take reasonable precautions and follow industry best practices to protect your personal information. Please see our Privacy Policy for more details.
Do you sell my information to third parties?
No. We do not sell your personal information. We may share information with service providers who help us operate our store and fulfill orders.
Contact Us
If you did not find the answer you were looking for, please contact us:
HONG KONG PERENNIS LIMITED
Address: RM 33, 18/F METRO CTR 2, 21 LAM HING ST, KLN BAY, HONG KONG
Phone: +852 69447843
Email: hkperennis@outlook.com
