Q：請問有哪些付款方式可選？
A：我們提供多種付款方式，包括：
Visa / MasterCard / American Express / PayPal / JCB / UnionPay
Apple Pay / Google Pay
PayMe、轉數快（FPS）、支付寶（HK）將於稍後開放，敬請期待！

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Q：可以入數或者用轉數快付款嗎？
A：可以。我們接受 ATM 轉帳。
請在結帳時選擇「住宅 / 辦公室地址直送」，付款方式中選「ATM / 銀行轉帳」，
並在確認訂單後於留言位置上傳「過數證明」照片，即可完成。

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Q：我要如何查詢我的訂單？
A：登入會員後，點選「我的帳戶」中的「訂單」，即可查看訂單狀態。

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Q：出貨會通知我嗎？
A：當出貨時，我們會透過短訊或 email 通知您。
同時，您也可以在結帳時選擇透過 Facebook Messenger 接收訂單更新。
另外，可隨時在「我的帳戶」 > 「訂單」中查看訂單狀態；當狀態顯示「已確認」，即代表已出貨。

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Q：如果想取消訂單或更改訂單信息，我該怎麼辦？
A：可在「確認訂單」頁面留言，或直接聯絡我們的客服人員。

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Q：如有疑問，如何聯繫你們？
A：
📧 客服郵箱：customer@waylun.com
📞 查詢熱線：（852）2677 8033
💬 Whatsapp：（852）5422 8118

Q: Do you deliver to Macau?

A: Delivery is available to Macau, but dry and wet food and snacks cannot be sent for the time being.

Q: What delivery methods will be used?

A: We currently mainly use "SF Express" to provide delivery services to our customers.

Q: Is delivery free? How much will it cost?

A: You can enjoy free delivery service if you spend HK$400 (after discount) or more on this platform. If the total purchase amount is less than HK$400, a delivery fee of HK$40 will be charged. If you choose the instant express service, the freight is payable on delivery and will be collected by the transport company (call van platform).

Q: How long does it take to receive the goods?

A: Generally, it will arrive within 2-3 days, excluding Sundays and public holidays. If you would like the goods to arrive on a specific day, please indicate this in the remarks column and we will try our best to accommodate.

*In case of bad weather, traffic accidents or emergencies, the order may take longer to arrive/reschedule, and our Customer Service Department will follow up separately.

Q: Can I receive the goods on the same day?

A: Yes, please choose same-day door-to-door delivery service or instant express service when placing an order.

*There are restrictions on the order placement time for same-day delivery service. For details, please visit the "Shopping Tips" page or call 26778033 / Whatsapp:+852 5422 8118 for enquiries.

Q: How to become a member?

A: For your first shopping trip, just click "Login Member" > "Register Member" in the upper right corner of the page, select Facebook registration, or fill in your name, email, and password to register as a "Waylun Pet Care" member and enjoy $20 shopping credit immediately!

Q: How do I log in as a member?

A: If you have registered as a member of "Waylun Pet Care", just click "Login Member" and select Facebook login or Email and password to log in.

Q: How can I check my membership level/shopping credits/points?

A: Membership level - After logging in, you can go to [Shop] in [My Account] to view your current membership level and exclusive offers.

Shopping Credits - After logging in, you can go to [Store Shopping Credits] in [My Account] to view your current shopping credits and records.

Points - The total number of points currently held by the member, as well as the expiration date of the points held, can be viewed in the "Member Points" tab.

Q: How do I upgrade my membership level?

A: You will be eligible for the upgrade if you spend HK$3,000 or HK$5,500 within 12 months. You will enjoy a 2% to 5% exclusive discount on your purchase within 12 months after the upgrade. There is no upper limit on the discount amount.

Q: I forgot my password, how can I log in?

A: Click "Forgot Password" at the bottom of the "Login Member" page, enter your email or mobile number, and the system will send you a "Password Setup Notification Email". Click the link to reset your password.

Q: How can I use the shopping credits? Can it be deducted in one go?

A: The shopping credit will be stored in your "Waylun Pet Care" membership account. After logging in, the system will automatically deduct it when you check out.

*If you need to reduce the amount of shopping credit you can click "Shopping Credit" in the "Order Information" area on the checkout page to modify the amount of shopping credit you need to redeem (maximum amount of shopping credit that can be redeemed

5%), and click "Apply" to complete the modification.

Q: How to use points?

A: Members can redeem points for cash coupons or toys. Points that are close to their expiration date will be deducted first when redeeming.

Coupons will be issued in the form of shopping credits and will be automatically credited to the member’s account once the redemption is completed and confirmed successfully. They must be used within 30 days from the redemption date.

The toy will be shipped with the order. For purchases less than HK$400, a delivery fee of HK$40 will be charged. Alternatively, you can pick up your order for free at the Tsuen Wan pick-up point.

Q: How to get the discount code?

A: We will send out discount codes from time to time through our website homepage, offline events, or Facebook events. Please pay attention to the Facebook updates.

Q: How to use the discount code?

A: We will send out discount codes from time to time. When checking out, you can click "Use Promotional Code" in the "Order Information" area, enter the discount code in the field, and click "Apply". The system will display the discount amount, which means the deduction is successful. (Only one coupon can be used per order)

Receiving instructions

1. When you receive the goods, please count the number of boxes immediately in front of the delivery person.

2. For tenement buildings without elevator, please collect the goods at the main entrance on the ground floor of the building.

3. If no one accepts delivery for more than two times, the order may be cancelled and a handling fee of HK$40 will be deducted. The third re-delivery will be charged the original freight price.

4. If the product does not match the order/has obvious signs of damage, please contact our Customer Service Department within 24 hours. We apologize for any inconvenience caused.

Return and Exchange Policy

All products purchased from Waylun Pet Care are non-returnable and non-refundable. We only make special exchanges for wrong or defective products.

(A) If the product does not match your order or shows signs of damage, please contact our Customer Service Department within 24 hours. We apologize for any inconvenience caused.

(B) For hygiene reasons, all replacement items must be unused.

(C) For any replacement of goods, you must retain the product receipt and complete packaging, accessories and instructions, otherwise we will not accept it.

(D) If the damage is caused by human factors or the transportation company, the company has the right to refuse replacement.

(E) Special price items and gifts are not returnable or exchangeable.

(F) The food provided by our store has a shelf life of at least 3 months (except for special offer items). If the food has a shelf life of less than 3 months, this will generally be listed in the product name or notified to the customer when checking the order. After the transaction is completed, our store will not accept returns due to expiration dates. If you need forward products, please make a note or notify customer service when placing the order.

(G) If you need to exchange or return the product, the customer must bear all shipping costs! Customers can also come to the repair center in person to exchange products.

Return and Exchange Process

1. Please contact our online customer service within 24 hours or call our inquiry hotline to request a return or exchange. If it is not working hours, please leave a message online and we will reply as soon as possible. Applications received after the deadline will not be accepted. We apologize for the inconvenience.

2. After your application is approved, please return the product, indicating your membership account, order number and reason for return (if there are gifts or receipts, please return them all at once).

3. Goods are inspected and put into storage.

4. After the exchanged goods are put into the warehouse, we will notify the member to place a new order. The payment for the returned goods and the advance payment for express delivery (if any) will be deducted from the new order, and the excess will be refunded or the shortfall will be supplemented.

5. Once the refund for the returned product is completed, we will notify the member via message or email.

Cancellation of order

Once the payment is completed, the system will automatically send the information to the customer for confirmation. Therefore, we are unable to arrange to cancel or change any confirmed orders.

If you have any questions, please contact us

Tel: 2677 8033

Whatsapp: 5422 8118

Email: cs@waylun.hk

In case of any disputes, Waylun Pet Care reserves the right of final decision.