Shipping policy

Thank you for shopping with LEE TAN FUNG. As a registered Hong Kong online store specializing in all types of pet supplies, we adhere to rigorous packaging and logistics standards. Our core goal is to ensure all pet products are fully inspected before dispatch and delivered safely and completely to global customers within the stipulated logistics cycle.

1. Order Processing Time

All successfully confirmed pet product orders will undergo product inspection, package sorting and outbound processing within 1–5 working days. Processing operations are suspended on all weekends and Hong Kong statutory public holidays, which are not included in the official processing period.

During promotional events, shopping peak seasons or inventory sorting periods, a surge in order volume may lead to a slight extension of the processing cycle. We will proactively send email notifications to customers once prolonged delays occur, ensuring full transparency of order progress.

2. Shipping Rates and Delivery Estimates

Shipping costs for all orders are calculated based on the product’s weight, dimensional size, shipping destination and cross-border logistics standards. The final shipping fee will be clearly displayed on the checkout page before order payment, with no hidden charges.

The standard delivery period for all pet product orders is 7 to 15 business days after outbound shipment. The actual delivery timeline is subject to real-time logistics operation status.

Estimated delivery times are for reference only. Fluctuations or delays may be caused by logistics carrier scheduling, cross-border customs clearance procedures, extreme weather conditions, regional logistics restrictions and other objective uncontrollable factors.

3. Shipment Confirmation and Order Tracking

Once your order is picked up and dispatched by our cooperative logistics carrier, you will receive an official shipment confirmation email from our team. The email will contain your exclusive order tracking number and official inquiry channel for real-time logistics checking.

Logistics tracking data requires system synchronization after shipment. Normally, tracking information will be fully updated and available for query within 24–72 hours after the goods leave our warehouse. Temporary unqueryable status during the synchronization period is a normal logistics process.

4. Incorrect Address Disclaimer

Customers must fill in accurate, detailed and valid recipient information including shipping address, recipient name and active contact number when placing orders. Please double-check all information before completing payment to avoid logistics delivery errors.

LEE TAN FUNG shall not undertake any liability for delivery failure, misdelivery or package return resulting from incorrect, incomplete or invalid address information provided by customers. If the package is returned to our warehouse due to customer address errors, all reshipping expenses for secondary delivery shall be borne solely by the customer.

5. Lost or Damaged Packages

If your logistics tracking information stops updating or the package is confirmed missing during transit, please submit a consultation application via our official email within 3 days after the expected delivery date. Our team will cooperate with logistics providers to investigate the lost package and follow up on the settlement progress.

Pet daily necessities, feeding supplies and grooming products may be damaged by extrusion, collision or rough handling during long-distance transportation. If you receive damaged, cracked or defective goods, please take complete clear photos of the outer package and damaged products within 24 hours of receipt and send them to our customer service. We will verify the situation promptly and provide a proper after-sales solution.

6. Product Care and Usage Notice

Every pet product sold in our store is equipped with official usage specifications, daily maintenance guidelines and storage requirements. Customers shall use, clean and store the products in accordance with the attached instructions to ensure product safety and normal service life for pet use.

We do not take responsibility for product damage, functional failure, wear and aging or safety risks caused by unauthorized disassembly, improper cleaning methods, abnormal use environments and other human incorrect operations.

7. International Shipping and Customs Notice

All cross-border international shipments are subject to the import management regulations, customs inspection rules and tax policies of the destination country or region. Additional charges including import duties, customs taxes and inspection fees may be incurred during customs clearance.

All customs-related fees are borne by the customer independently and are not included in the product price and shipping cost paid at checkout. We are not liable for package detention, return or confiscation caused by customers’ failure to pay relevant customs fees or violation of local import regulations.

8. Contact Information