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Shipping & Returns

Last Updated: 2025-03-07

At Petway Hong Kong Limited, we strive to deliver your custom-designed products efficiently and securely. Below are the key details of our shipping process:

1. Order Processing & Production Time

  • Production Lead Time: Orders typically enter production within 1–3 business days after design approval and payment confirmation.

  • Manufacturing Time: Standard production takes 4–6 weeks, depending on order complexity and quantity. Expedited options are available upon request.

  • Dispatch Notification: You’ll receive a tracking number and shipment details once your order leaves our facility.

2. Shipping Options & Costs

We partner with trusted global carriers (e.g., DHL, FedEx, UPS) to ensure reliable delivery:

  • Standard Shipping: 5–10 business days (varies by destination).

  • Expedited Shipping: 2–5 business days (additional fees apply).

  • Freight Services: For bulk wholesale orders, we offer tailored freight solutions (sea/air).

  • Shipping Costs: Calculated based on order weight, dimensions, and destination. Quotes provided during checkout.

3. Delivery Areas

We ship worldwide, including but not limited to:

  • North America, Europe, Asia-Pacific, Middle East, and Australia.

  • Remote regions may incur extended delivery times or extra fees.

4. Customs & Import Duties

  • Responsibility: Buyers are responsible for any customs fees, taxes, or import duties levied by their country.

  • Documentation: We provide commercial invoices and harmonized system (HS) codes to streamline customs clearance.

5. Tracking & Support

  • Real-Time Tracking: Monitor your shipment via the tracking link provided.

  • Delivery Issues: Contact us within 7 days of shipment arrival for lost, damaged, or delayed packages. We’ll coordinate with carriers to resolve issues promptly.

6. Sustainability in Shipping

  • Eco-Friendly Packaging: Recyclable/reusable materials used whenever possible.

  • Carbon-Neutral Options: Select carriers offering carbon offset programs (available upon request).

Returns & Exchanges Policy

Due to the custom-made nature of our unbranded products, we adhere to the following policy to ensure fairness and quality:

1. Eligibility for Returns/Exchanges

  • Accepted Cases:

    • Defects or errors caused during production (e.g., incorrect sizing, material flaws).

    • Damage incurred during transit (if reported within 7 days of delivery).

  • Non-Accepted Cases:

    • Client-provided design errors or changes of mind.

    • Products altered after delivery.

2. Return Process

  1. Notify Us: Contact our team within 7 days of delivery at maddinfreud87@hotmail.com with order details and evidence (photos/videos of issues).

  2. Approval: We’ll review the claim and issue a Return Authorization (RA) number if eligible.

  3. Shipment: Return the product(s) to our facility using the provided RA number and carrier instructions.

  4. Resolution:

    • Replacement: Free re-production and shipping of corrected items.

    • Refund: Issued to the original payment method (excluding shipping costs) if replacement is not feasible.

3. Refund Timeline

  • Processing begins after receiving and inspecting returned items.

  • Refunds typically reflect within 5–10 business days.

4. Wholesale Order Adjustments

  • Minor Defects: We may offer partial refunds or credits for future orders.

  • Bulk Issues: Custom solutions (e.g., discounted reorders) negotiated case-by-case.

5. Quality Assurance Commitment

  • Every order undergoes rigorous quality checks before shipment.

  • For non-returnable items (e.g., hygiene-sensitive apparel), we provide detailed production photos/videos for pre-shipment approval.

Contact Us

For shipping or return inquiries:
Email: maddinfreud87@hotmail.com
Phone: 16514072312
Hours: Mon–Fri, 9 AM–5 PM GMT