How Can You Trust Us? 

We understand that trust is essential when shopping online, especially with a company you may not be familiar with. Here at PetsZone, we want to assure you that your confidence in us is well-placed.

1. Who Are We?
   PetsZone is a legitimate B2C company based in Hong Kong. We are fully registered and hold official licenses and certifications issued by the Hong Kong government. We follow strict business regulations to ensure that we operate transparently and ethically.

2. How Do We Handle Payments?
   We integrate trusted third-party payment processors, ensuring that payments will never go directly to our company accounts. This secure system ensures that your financial information remains safe. If any payment issues arise, you have the option to dispute the transaction via your payment provider, but we recommend reaching out to our customer support team for a swift resolution.

3. What About Customer Service Response Times?
   Due to time zone differences, we may not always respond immediately. However, we guarantee that during our working hours, which are Monday to Sunday, 9 AM to 6 PM (Hong Kong Time), we will respond to inquiries promptly. We strive to reply within 12 hours on all working days. Outside these hours, we will still do our best to respond as quickly as possible.

4. Can We Ensure Timely Delivery?
   Yes, we work closely with multiple logistics warehouses and shipping partners to ensure that your orders are delivered in a timely manner. While occasional delays may occur due to factors outside our control, we are committed to monitoring your order and keeping you updated throughout the delivery process.

5. Are Our Products Guaranteed?
   We source our products directly from trusted factories, cutting out middlemen and passing on the savings to you. We are confident in the quality of our products and ensure that they meet high standards. If you encounter any issues with your order that meets our return or exchange policy, we will gladly assist you with a smooth return or replacement process. Your satisfaction is our priority, so rest assured you can shop with confidence.

Have More Questions?

If you still have any concerns or questions, please don’t hesitate to contact our customer support team. We are here to help and will do our best to resolve any issues you may face.