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Shopping Help

Shopping Process

It takes about 2 to 3 business days from payment confirmation to the arrival of the goods.





Registration

Join us and enjoy $20 Store Credits! You can get more benefits after membership upgrade.

Method 1 : Enter your personal information, and click「Sign me up!

Method 2 : Click「Continue with Facebook」to log into Waylun with your Facebook account



Payment Method

We offer a variety of payment methods, including:

Visa / Master Card / American Express / Paypal / JCB / UnionPay

FPS / Alipay(HK) / Apple Pay / Google Pay / Pay Me



Delivery Method & Delivery Fee

Waylun Tsuen Wan Pick-Up Point : Free

Address:Unit 2502, 25/F, King Palace Plaza, 52A Sha Tsui Road, Tsuen Wan, Hong Kong

Open Time: Monday to Saturday  9am-6pm(except public holidays)

When the goods arrive at the Pickup Point, we will notify you via SMS / Email.

*When picking up the goods, please provide the staff with your order number and phone number, so that they can check the order information. After confirming the information is correct, the goods can be picked up.


Delivery : Free Shipping over HK$400

Free shipping will be provided if purchases over HK$400 (calculated after discount and limited to a single delivery location), otherwise $40 shipping fee will be charged.


1. SF Plus Direct Home Delivery

Delivery Areas: Hong Kong Island, Kowloon and the New Territories, except areas specifically mentioned.

Specific Delivery Time Slots to the Following Areasexcept public holidays): 

(i) Specific delivery time slots for Ma Wan : Every Tuesday, Thursday, Saturday(12:00-16:00)

(ii) Specific delivery time slots for Discovery Bay : Every Tuesday, Thursday, Saturday(12:00-16:00)

(iii) Specific delivery time slots for Tung Chung : Every Tuesday, Thursday, Saturday(15:00-22:30)

We currently do not make deliveries to the following areas : Outlying Islands (including Airport, AsiaWorld Expo, Disneyland, Lamma Island, Mui Wo, Cheung Chau & Peng Chau)


2.SF Plus EF locker Delivery 

Weight limit: not more than 10kg

Size limit: not more than 36x30x25cm

If the size or weight of package is over limit, further arrangement will be made.


*It takes about 3 to 5 days to arrive at the EF locker after delivery. If the goods are urgently needed, "SF Plus Direct Home Delivery"/"Same-day Delivery"/"Instant Deliveryis recommended.

*Recipients are required to pick up the goods that have been placed in the EF locker within 30 hours.

*If the selected「SF Express Location」is a hot locker, then you are required to select the other EF locker for the secondary selection. Because if the preferred locker is full, the delivery man will arrange to the secondary selection to speed up the delivery efficiency.

*You can leave us the code of the secondary EF locker in「Remarks for Shop」.

*All EF locker information (including address, code, area, hot locker or not, etc.) can be found on the EF locker web page

( https://eflocker.com/eflocker-location/ ).

*We provide FREE EF locker delivery service to addresses in Hong Kong, Kowloon and the New Territories, except areas specifically mentioned (Outlying Islands-Airport, AsiaWorld Expo, Disneyland, Lamma Island, Mui Wo, Cheung Chau & Peng Chau).


New Delivery Arrangement:

1.Same-day delivery (order before 3PM and arrive before 10PM)

Free shipping will be provided if purchases over HK$400, otherwise $40 shipping fee will be charged.

-Size limit: not more than 60x60x60cm

-Weight limit: not more than 20kg

-If the size or weight of package is over limit, further arrangement will be made.

*Delivery team off on Sundays and public holidays.

*We do not provide delivery service in some remote areas, please refer to the delivery area of GOGOVAN/LALAMOVE.

*For bad weather, traffic or sudden accidents, orders may take longer to arrive/reschedule, customer service team will follow up as soon as possible.


2.Instant delivery (urgent)

Order before 5PM, freight to collect.

-Van can be called after 10AM and before 5PM

-At least 30 mins after the order is placed, please wait patiently

-Cash at the destination (shipping fee) will be charged by the shipping company (call van platform)

*Delivery team off on Sundays and public holidays.

*We do not provide delivery service in some remote areas, please refer to the delivery area of GOGOVAN/LALAMOVE.

*For bad weather, traffic or sudden accidents, orders may take longer to arrive/reschedule, customer service team will follow up as soon as possible.


If you have any enquiry, please contact 2677 8033/ Whatsapp: +852 5422 8118.



Delivery Time

In general, the order will be delivered within 2-3 business days after payment, except Same-day Delivery and Instant Delivery.

*Delivery team off on Sundays and public holidays

*During sales, holidays or bad weather, orders may take longer to arrive

*When the BLACK Rainstorm Signal or Tropical Cyclone Warning Signal No.8 or above is issued, the delivery service will be temporarily suspended



Receiving Instructions

1.When you receive the goods, please check them in front of the delivery man. If there are obvious signs of damage, please discuss the exchange time and other details with the delivery man.

2.If the delivery location is Tong Lau or the building without an elevator, please pick up the goods at the main entrance of the building.

3.If the delivery is not received for more than two times, the order may be cancelled and the handling fee of HK$40 will be deducted. And the third delivery will be charged a delivery service fee of HK$40.

4.If the goods do not match your order, please contact us within 24hours. And we will re-deliver the goods as soon as possible after confirmation.



Pre-order Instructions

Pre-ordered products will take 2-3 months to arrange the delivery. When the goods arrive, we will inform you of the delivery date via SMS / Email.

*If there are spot items in the order, the delivery date will be based on which pre-ordered products arrive. And spot items and pre-ordered products will be arranged to deliver together

*Advance delivery will be notified additionally



Macao District Delivery

In general, orders will be delivered within 3-7 business days after payment.

Cost: Approx.$60-$120/box (up to 50LB per case) -For reference only*, delivery fee will freight to collect, shipping company will deliver at the front gate only/on the side road.


1.Free shipping on orders over $400 is only for the delivery from our warehouse to the Macao shipping company in Hong Kong and then handed over to the customer via the shipping company. *Customers are required to pay shipping fee from Hong Kong to Macao.

2.If public holidays, typhoons NO.3 or above, and cancellation of flights by shipping companies will not deliver. The delivery date will be postponed to the next date, or the store will make special arrangements.

3.The customer needs to pay the shipping fee from Hong Kong to Macao, depending on the QTY of the goods.

4.Customer service team will contact you. The shipping date/shipment fee from Hong Kong to Macao can only be estimated. The actual shipping fee/delivery date will be quoted by the Macao shipping company.


If you have any enquiry, please contact 26778033/ Whatsapp: +852 5422 8118.


Return and exchange Policy

All products purchased at Waylun Pet Care cannot be returned or exchanged. Exceptions for exchange will be allowed for defective products only.

 (A)*If the goods do not match your order, please contact us within 24hours. And we will re-deliver the goods as soon as possible after confirmation.

(B)Due to hygiene issues, all replacement products must be unused.

(C)All replacement products must retain the product invoice and complete packaging, accessories and instructions menu, otherwise it will not be accepted.

(D)In case of artificial / shipping company's damage, Waylun Pet Care has the right to refuse the replacement.

(E)Special offer goods and gifts are not refundable / exchangeable  

(F)We provide at least 3 months of food consumption period (except special offer goods and gifts). Such as food consumption period less than 3 months, usually listed in the name of commodity, or to inform the customer on checking the orders. When the Transaction is completed, we will not accept the return's/refund's reason related to the food consumption period. If you want longer food consumption goods, please remark in the order or notify the customer service team. 

(G)For the replacement shipping cost , the freight will bear by the customer ! Or Customer can also come to repair center for the replacement.

If you have any enquiry, please contact 26778033/ Whatsapp: +852 5422 8118 / Email: Cs@waylun.hk.

In any case of dispute, the decision of Waylun Pet Care shall be final. 


Return and Exchanges Process    

1. Please contact online customer service within 24 hours, or call the enquiry hotline to apply for replacement. If it is not in working hours, please leave a message and we will reply as soon as possible.

2. After the application is approved, please return the goods (with the gifts), indicating the member account, order number and the reason after the return.

3. Goods inspection and storage after arrived at the warehouse .

4. After the confirmation of goods arrived at the warehouse ,we will arrange the replacement or refund.Members will be informed through whatsapp or email.

5.Please contact us within 24 hours, no late application will be processed. Sorry for the inconvenience.


Cancel Order

Once the order transaction is completed, system will automatically notice merchant for the order details and reserve the items. Apologize for no cancellation or content amendment on all confirmed order.


In any case of dispute, the decision of Waylun Pet Care shall be final. 

If you have any enquiry, please contact 26778033/ Whatsapp: +852 5422 8118 / Email: Cs@waylun.hk.