Please read and agree to the terms before completing your checkout.
Returns & Exchange Policy
As our products are perishable, no returns or refunds are allowed once frozen items have left our facility.
If you're dissatisfied with your purchase, please contact us within 3 days of receiving your order. Requests for replacements or exchanges will be reviewed on a case-by-case basis and must be processed at our facility.
We are unable to replace or exchange products in the following scenarios:
Your pet does not like the flavour;
You were unaware that your pet is allergic to a specific protein or ingredient in your order;
The product does not look or smell aesthetically pleasing to you;
The product was not handled or stored according to the instructions on the product label after delivery or collection;
The product has already been disposed of.
If you'd like to provide feedback, please include the following:
Photo of the batch number and product name (printed on the cube label);
Photo showing the product condition;
Proof of purchase;
Date of delivery.
Note: If you purchased your products from one of our authorised retailers, please contact the respective retailer directly for assistance.
Please check your delivery upon arrival. If you've received incorrect items, notify us immediately upon receipt. The products must be:
Unopened and in their original packaging;
For frozen products, still in frozen condition.
PetCubes reserves the right to amend or modify this policy at any time without prior notice.
Change of Address
If you need to change your delivery address, please notify us at least 24 hours before your scheduled delivery.
We are unable to reroute orders once they’ve left our facility with our logistics partners.
For last-minute address changes made after dispatch, additional delivery surcharges may apply. We are also unable to guarantee product condition if delivered outside our standard delivery window.
Order Cancellation & Postponement
Ad-Hoc Orders
No cancellations or refunds once an order is placed.
You may postpone delivery once, up to 30 days from your original delivery date.
Refunds for unfulfilled or partially fulfilled orders will incur a 20% penalty on the total order value.
Orders placed during sale periods are not eligible for postponement, changes or refunds.
Amending Your Order
Once payment is completed, we are unable to make changes to your order, including product selections.
For any further assistance, please reach out via hello.hk@petcubes.com
