Shipping policy

  • Delivery Activation: Delivery services are unlocked only after full payment is cleared. Please allow 2–3 working days for our team to prepare and ship your package, which will arrive the day after dispatch.
  • Fulfillment Priority: To keep our service fair, orders are processed based on when payment is received. Unpaid orders are securely held for 1 month before being automatically released by the system.
  • Atelier Pickup Ritual: If you prefer to collect your items from our workshop, please book your time slot at least 24 hours in advance. Remember to have your order number and phone number ready for verification.
  • Order Modifications: Out of respect for our strict kitchen schedule, orders cannot be changed or cancelled once finalized. For non-quality cancellations requested by a client, the balance is issued via an in-store digital credit code, subject to a HKD $100 administration fee.
  • Supplier Shortages: If an item becomes completely unavailable due to supplier shortages or force majeure, our shop reserves the right to cancel the order and fully refund your transaction.
  • Official Verification: We honor a one-time return or exchange for verified quality issues, applicable only to orders placed directly on our official flag-ship site www.healthylittlepaws.com. Items from stockists or local retailers are subject to their own store policies.
  • Dispute Resolution: Healthy Little Paws retains the absolute right of final interpretation and decision in all matters.


    Shipping Guildlines

    To ensure delivery accuracy, please note that each online transaction can only accommodate a single delivery destination.

    Our Courier Options:
    • SF Express Cold Chain Delivery (9:00 AM – 7:00 PM): Available at a flat rate of HKD $55, or unlock complimentary shipping on all orders of HKD $550 or above. Your package is guaranteed to arrive at your specified address within 1 business day following dispatch.

    Kindly note: While our temperature-controlled courier window operates between 9:00 AM and 7:00 PM daily, actual arrival times may fluctuate depending on regional factors and local traffic conditions.

    Restricted Delivery Zones:
    Please note that our cold chain home delivery is unable to service the following regions: Sha Tau Kok, Lo Wu, Ta Kwu Ling, Man Kam To, Lok Ma Chau, Lau Fau Shan, Tai Po Shuen Wan, Lung Kwu Tan, Mai Po, Sai Kung Pak Tam Chung, Po Toi O, Clear Water Bay (Tai Miu), and all Outlying Islands (with the exception of Tung Chung, Discovery Bay, and Ma Wan).
    Alternatively, you are most welcome to select our Boutique Studio Pickup service at checkout.

     

    Packaging Details

    Our Fresh Food Blocks are carefully packed and dispatched in cardboard boxes to provide an extra layer of protection. Throughout the shipping process, the temperature is strictly maintained under deep-freeze conditions, making additional insulation gear entirely unnecessary.
    In the highly unlikely event of a temperature fluctuation that causes the fresh food to thaw during transit, water stains will inevitably leave their mark inside the cardboard box. Even if the food is frozen again, the evidence remains unmistakable! Should you discover any water damage inside the carton, please document it with photographs and reach out to our team immediately.