Shipping policy

Shipping and delivery

YEUK LAM SUI dispatches from Hong Kong SAR. This page explains how we process, post and track your order.

Order processing

Orders are processed within 1–2 business days of cleared payment. Orders placed after 3:00 pm, at weekends or on Hong Kong public holidays are processed on the next business day. If an item is unexpectedly out of stock we will email you with the option to wait or cancel.

Delivery times

Hong Kong deliveries normally arrive within 1–3 business days after dispatch. International deliveries normally arrive within 5–12 business days, depending on the destination and the service selected. Delivery estimates come from the carrier and are not guaranteed dates.

Shipping rates

Shipping is calculated at checkout from the delivery address, parcel weight and the service you select. The exact amount is always shown before you confirm payment. We do not add handling fees after checkout.

Tracking

When your parcel is dispatched you will receive a confirmation email with a tracking link where the carrier provides one. Tracking can take a few hours to activate.

Customs, duties and taxes

For international orders, import duties, taxes and customs charges may be payable on arrival and are the responsibility of the recipient. We declare parcels accurately and cannot mark an order as a gift or understate its value.

Delays, lost and damaged parcels

Carrier delays happen occasionally. If tracking has not moved for 3 business days, or your parcel is marked delivered but has not arrived, contact us at service@jadepetsupply.shop and we will open a trace with the carrier. Parcels confirmed lost by the carrier are replaced or refunded.

Address accuracy

Please check the delivery address at checkout. If you spot an error, email us immediately — we can usually correct an address before dispatch. Parcels returned to us because of an incorrect or incomplete address can be resent at the cost of the second shipment.