Shipping policy

Thank you for shopping with TIK KAR TINA TIN. As a professional Hong Kong-based online pet supplies store, we focus on providing safe, standard and stable logistics services for all pet products. We strive to ensure all pet goods are properly packaged and smoothly delivered to customers in good condition.

1. Order Processing Time

All pet product orders will be processed, inspected and packed within 1–3 business days after we receive your official order confirmation. Processing work is suspended on weekends and Hong Kong statutory public holidays, which will not be counted in the processing period.

Order processing may be moderately delayed during peak order periods, seasonal promotions or inventory restocking stages. If there is an obvious delay beyond the normal time limit, we will actively send an email notification to customers to update the latest order status.

2. Shipping Rates and Delivery Estimates

Shipping fees for all orders are calculated based on product volume, weight and delivery destination. The exact shipping cost will be automatically generated and clearly displayed on the checkout page before you complete payment.

The standard delivery cycle for all our pet products is 7–15 business days after shipment. The actual delivery progress is subject to the real situation of cross-border logistics and local distribution.

Estimated delivery time is for reference only. Delays may occur due to logistics carrier arrangement, customs clearance progress, severe weather, regional epidemic control, holiday logistics suspension and other objective uncontrollable factors, which we do not take responsibility for.

3. Shipment Confirmation and Order Tracking

Once your order is dispatched from our Hong Kong warehouse, you will receive an official shipment confirmation email from our team. The email will contain your unique order tracking number and official tracking entrance.

Logistics tracking information will not be updated immediately after shipment. Normally, tracking data will take 24–48 hours to be synchronised and displayed on the logistics platform. You can query the transportation status after the information is updated.

4. Incorrect Address Disclaimer

Customers are required to fill in accurate and complete shipping information, including recipient name, valid contact number and detailed delivery address when placing orders. Please verify all information carefully before payment to avoid delivery errors.

TIK KAR TINA TIN shall not be liable for failed delivery, wrong delivery or package return caused by incorrect, incomplete or invalid address information provided by customers. If the package is returned due to customer-side address problems, any subsequent reshipping fees shall be borne by the customer.

5. Lost or Damaged Packages

If your package is confirmed lost during transportation, please contact our official customer service via email within 5 days of the scheduled delivery date. We will cooperate with the logistics carrier to investigate the lost package and follow up with the processing result for you.

Given that pet products include daily necessities, grooming tools and other goods that may be damaged by extrusion or collision, please check the package immediately after receipt. If the products or outer packaging are damaged, please send clear photos of the package and defective items to our customer service within 24 hours after delivery. We will evaluate the situation and provide targeted after-sales solutions as soon as possible.

6. Product Care and Usage Notice

Each of our pet products is attached with professional usage guidelines, cleaning methods and daily maintenance tips. Customers shall use and maintain the products in accordance with the official instructions to ensure the service life and safety of pet supplies.

We will not be responsible for product damage, aging acceleration, functional failure or safety hazards caused by unauthorized disassembly, improper cleaning, wrong usage environment and other human improper operation of the products.

7. International Shipping and Customs Notice

For all international cross-border orders, the destination country’s local customs policies, import regulations and tax standards shall prevail. All import duties, customs inspection fees and other miscellaneous charges incurred during customs clearance are independent of product price and shipping fees.

All customs-related expenses need to be borne by the customer. We will not be responsible for package detention, return or confiscation caused by customers’ failure to pay customs fees or non-compliance with local import rules.

8. Contact Information