Forever Pets Shipping & Delivery Policy
Dry Goods by SF Express Direct ｜ Frozen & Raw Food by SF Cold Chain Temperature-Controlled Delivery
- Dry Goods Free Shipping: Free door-to-door delivery via SF Express on orders over HK$300.
- Frozen/Raw Food Free Shipping: Free delivery via SF Cold Chain on orders over HK$350 (calculated separately).
- Standard Delivery Time: Delivered within 1 to 2 business days upon order confirmation (08:00 - 20:00).
Hong Kong Delivery Schedule by District
All orders are handled exclusively by SF Express (Ambient) and SF Cold Chain (Frozen), covering residential, commercial, and designated outlying areas across Hong Kong:
| District / Region | Courier Service | Estimated Time | Delivery Window | Coverage Details |
|---|---|---|---|---|
| Hong Kong Island | SF Express / SF Cold Chain | 1 - 2 Business Days | 08:00 - 20:00 | Direct to residential & commercial addresses |
| Kowloon | SF Express / SF Cold Chain | 1 - 2 Business Days | 08:00 - 20:00 | Direct to residential & commercial addresses |
| New Territories (East/West, Tsuen Wan, Kwai Tsing) | SF Express / SF Cold Chain | 1 - 2 Business Days | 08:00 - 20:00 | Village houses subject to vehicle access |
| Outlying Islands (Tung Chung, Discovery Bay, Lamma, Cheung Chau, Peng Chau, South Lantau) | SF Express (Designated Service) | 1 - 3 Business Days | Per SF schedule | Mainly dry goods; frozen items subject to cold chain route coverage |
* Actual delivery time may vary depending on courier scheduling, traffic conditions, and weather.
Delivery Guidelines & Policy Terms
🥩 Frozen / Raw Pet Food Terms (SF Cold Chain)
- Separate Calculation: Frozen goods require dedicated temperature-controlled vans. Free delivery (over HK$350) is calculated independently from dry goods.
- Unattended Delivery Disclaimer: If you request the parcel to be left at the management office or doorstep, customers must provide their own cooler bag and ice packs. Forever Pets assumes no liability for melting, spoilage, damage, or theft after delivery.
📦 General Delivery Terms & Surcharges
- Orders Below Free Shipping: Orders below the free shipping threshold are subject to a standard shipping fee of HK$50.
- Walk-up Buildings / Village Houses: If the delivery location has no lift (stairs only) or vehicle access is restricted, delivery will be completed at the ground floor / curbside pickup point.
- Restricted Areas: Delivery is not available for government restricted areas or inaccessible zones.
- Order Changes / Cancellations: A cancellation fee of HK$100 may apply once an order has been processed and dispatched.
⚠️ Severe Weather & Delivery Call Notice
Typhoon Signal No. 8 or Black Rainstorm Warning: All delivery services will be suspended. We will contact affected customers to reschedule once warnings are lowered.
Pre-delivery Phone Confirmation: Couriers typically call ahead before arrival. Please ensure you answer the call; failed contact may result in automatic delivery postponement.
🐶🐱 To ensure your pets never run out of food, we strongly advise placing your order 3–5 days in advance!
Frequently Asked Questions (FAQ)
Q: Can I combine dry food and frozen meat to reach the $300 free shipping threshold?
No. Frozen food is delivered via temperature-controlled SF Cold Chain vehicles, while dry food is handled by standard ambient courier. Because the logistics routes and temperature requirements are independent, the free delivery thresholds for dry goods (HK$300) and frozen goods (HK$350) must be calculated separately.
Q: What is the delivery fee if my order does not qualify for free shipping?
If your order total is below the free shipping requirement, a standard delivery fee of HK$50 will be charged.
Q: Will the courier carry heavy pet food upstairs if there is no lift in my building?
If the delivery location does not have an elevator (stair access only) or is inaccessible by delivery vehicles, the courier will arrange handover at the ground-floor entrance or designated curbside pickup point.