Delivery & Returns
Where does the Roundo Pets online store -roundopets.com- ship?
Roundo Pets orders are shipped via SF Express to Hong Kong addresses and SF stations or locker only. Orders placed on the roundopets.com orders website can be shipped internationally and the shipping cost will be paid by customer. Orders place on the roundpets.com website cannot be collected directly from Roundo Craft office unless special cases agreed by Roundo Craft decision.
All Roundo Pets orders must be signed for a delivery.
You will receive a SMS with your tracking information once your order has been shipped.
Under normal circumstances, the delivery will be made since production has been done. SF Express standard delivery will take 2-3 working days.
- Order processing and shipping are done only on weekdays (not including public holidays).
- Shipping may take additional time during holidays and extreme weather conditions.
- Your shipping address cannot be changed once order is placed. Roundo Craft is not liable for incorrect address on the invoice.
- Shipping to outlying islands may take 2-3 additional days for delivery
- All orders must be signed for on delivery
What happens if I’m not available to receive my package upon delivery?
All Roundo Pets orders require a signature on delivery.
If you’re not available to receive your package upon delivery, SF Express will leave contact information for you to make alternative arrangements. Please contact SF Express should you need to enquire about your package delivery. SF Express will not be able to leave your order “hidden” at the delivery address unless this is specifically requested by you to SF Express.
RETURNS
What is the Roundo Pets Returns Policy?
Currently, we only accept returns on orders with damaged, faulty, or incorrect items. Complimentary returns must be requested for within 10 days of the delivery date.
All returns must be sent back to the Roundo Craft service centre within 10 days of contacting Customer Service. Partial and full refunds for online orders can be processed by Roundo Craft.
MPP custom - 10 days return policy; MPP prompt - No refund and no exchange.
Damaged, faulty or incorrect items in your order must be returned to Roundo Craft by filling in the form with picture of returned goods. Upon receipt of the returned goods, they will be assessed by Roundo Craft Customer Service and we will contact you to arrange for the refund.
This policy is only applicable to purchases made online via the Roundo Pets -roundopets.com- website. For purchases made in roundocraft.com or third party retail store please refer to the original place of purchase to obtain a return.
This policy does not affect your rights under law as a consumer, which apply in addition.
What do I do if there is an issue with the item I received?
Contact Roundo Craft Customer Service via whatsapp within 10 days of the delivery date on (852) 6557 6080 (Mon-Fri 10am-6pm; Sat 10am-1pm, excluding Sunday and Public Holidays) or by sending an email to: contact@roundopets.com
Roundo Craft Customer Service will assess and validate the return of any product(s) and assist you with the return of the item.
HOW TO MAKE A RETURN
a) Contact Customer Service
Contact Roundo Craft Customer Service via whatsapp within 10 days of receiving your order on (852) 6557 6080 (Mon-Fri 10am-6pm; Sat 10am-1pm, excluding Sunday and Public Holidays) or by sending an email to: contact@roundopets.com. Our Roundo Craft Customer Service will assess and validate the return and guide you on the parcel return process.
b) Complete the Necessary Documentation
Our Roundo Craft Customer Service will instruct you to fill-in the Return Form and request a picture of the damaged product. You can choose either pickup service to designated address or drop off your parcel to one of the SF stations with a SF tracking number provided by Roundo Craft Customer Service.
c) Processing the Return
Refunds will be processed within 14 working days of receipt of the returned items.