FAQ

FAQ

Q: Are northvaleatelier products safe and comfortable for pets?
A: Yes! All northvaleatelier pet hats are made from soft, pet-friendly, non-toxic materials and undergo quality checks to ensure comfort and safety. They are lightweight, breathable, and designed for everyday wear or special occasions.

Q: How long does it take to receive my order?
A: Orders are processed within 1–3 business days. Standard shipping typically takes 3–7 business days, while international orders may take 7–21 business days depending on customs and destination.

Q: Can I track my order?
A: Absolutely! Once your order ships, you will receive a tracking number via email. You can use it to monitor your package through the carrier’s website.

Q: What if my item arrives damaged or defective?
A: Please contact us within 7 days of receiving your order at info@petsmart.hk or call +852 28341992. Kindly provide photos, and we will arrange a replacement or refund promptly.

Q: Do you offer international shipping?
A: Yes, we ship worldwide. Please note that customs fees, import duties, or taxes may apply and are the responsibility of the customer.

Q: Can I cancel or change my order?
A: Orders can be canceled within 3 working days before shipment. After processing, cancellations are no longer possible. Please contact us immediately if you need assistance.

Contact Information
📧 Email: info@petsmart.hk
📞 Phone: +852 28341992
📍 Address: A2, 12/F, Blue‑Box Factory Building, 25 Hing Wo Street, Tin Wan, Hong Kong