Customer Support

Monday to Saturday 9 am- 5 pm

We are closed on Sundays and public holidays.

We deliver everywhere in Hong Kong, Kowloon and New Territories, even to outlying islands (Discovery Bay, Tung Chung, Ma Wan, Park Island, Lantau Island, Cheung Chau, Lamma Island, and Peng Chau etc). 

We provide free standard delivery for orders exceeding $500.  For orders below $500, we can arrange for SF express Pay- on Delivery. 

No, there are no extra charges!  Our goal is to make the delivery of goods as simple and convenient as possible for all our clients.  That is why we provide free standard delivery across all of Hong Kong for orders exceeding $500.

This includes material costs, plastic bags and administrative fees.

A valid prescription should contain the following before we can dispense a prescription only medication to your pet:

• The name of your vet's clinic
• Date the prescription is issued
• Your name and pet's name
• Prescribed item with dosage 
• Frequency of intake and quantity 
• Clinic chop/stamp
• Your vet's name and signature 
• Valid date of the prescription letter 

Our free standard shipping typically takes 3 to 4 business days, including delivery to outlying islands.  Most orders are delivered by our drivers or through S.F.Express.  We process shipments daily, with the exception of Sundays and public holidays.

If you have any special instructions or wish to request a specific delivery date, kindly include a note in the ‘Special Instructions for Delivery’ section at checkout or reach out to us via WhatsApp.  We will do our utmost to accommodate your request.

Please be aware that delivery times may be extended during long holidays or promotional events.

We recognise that you may not always be at home during delivery.  If you are unable to arrange for someone to receive the order, please provide us with drop-off instructions in the notes section or notify us in advance via WhatsApp.  You may specify preferences such as leaving the delivery items at the door or with the management office.

Please be aware that any risks associated with the package (such as damage, loss or accidental theft) will be the responsibility of the buyer.  VetCart cannot be held liable for any loss of goods once the delivery has been made.

Yes, there is a surcharge for deliveries to buildings without an elevator. For deliveries to the 1st to 3rd floors, a fee of $50 will apply. For each additional floor, an extra charge of $50 will be incurred.

We sincerely apologise for any inconvenience, as our goal is to ensure that our products reach you in excellent condition.  If you receive any damaged items, please contact us promptly via WhatsApp at 5367 6228 or email us at order@vetcart.hk