Frequently Asked Questions
Covid - 19
What actions Whiskers N Paws is taking to address the impact of COVID-19?
We are taking precautionary steps to fight against the new coronavirus. Check our dedicated COVID-19 FAQ page for full details.
How Do I Book A Grooming Session?
Give us a call on 2552 6200 to make a grooming appointment for your dog. Because we believe that the grooming experience should be as happy and fun as possible for your pet, we do not accept a great number of appointments each day. This means that your pet is given gentle, individual attention so that he/she does not feel rushed or anxious. Please call us one week in advance to make sure we have your preferred time slot.
How long does a grooming session take?
As a general rule of thumb, we need 1.5 - 2 hours to groom a small dog, 2 - 3 hours for a medium dog and up to 3.5 - 4 hours for a large dog. Bear in mind that a puppy, senior and first time dog may require more time because extra TLC is needed. Please let us know if your pet falls into these categories at the time of booking so that we can make plans to ensure that these special visitors feel extra comfortable.
Do you sell pets?
This is a great question. You might assume that a pet shop must sell pets but at Whiskers N Paws we would much rather encourage adoption through one of the rescue charities that we support or though any of the wonderful rescues and shelters in HK.
Do you sell fish, hamster, rabbit, or bird products?
We love all these animals but unfortunately we don't sell products for them at the moment. We will keep you posted if we do though!
Are there extra discounts if we bulk purchase?
No, at this stage we do not offer extra discounts for bulk purchases. If you are a non-profit organization and require some assistance with acquiring products and food for the rescue animals in your care, then please contact us at firstname.lastname@example.org so that we can do our best to assist you. Each case will be reviewed and treated on an individual basis.
What is your best dog food advice?
Like children, every pet is different. While there are no strict rules for what you should feed your pet, we have taken the hard work out of the process for you and selected the best food available on the market. Our staff are well trained to give you tips on food selection based on your pet's needs, so please come into our store with your pet to speak to one of our team members. We'd be happy to offer some free samples so that you can see what works best for your pet, and he/she can embark on a healthier journey.
What is the best size for my dog?
Every breed is different and even within the same breed, there are lots of variations. The best way to make sure that you are purchasing the right fit is to come in to our store with your pet to try the product on. We love seeing our four legged customers, and we're sure they will love to stop by for an animal friendly outing.
Do you sell products wholesale?
Yes, we do sell certain products wholesale. Please email your business description and quantity that you are looking to purchase to email@example.com
I don't have a credit card - do you accept cash on delivery?
We're very sorry, but we can't accept COD. We have tried it before and it didn't work because some people forgot to leave money for our drivers, which meant subsequent deliveries were delivered late. We don't want your cat or dog to go hungry while waiting for their dinner because of one forgetful person!
Can I place a special order for specific products that you don't currently Carry?
Unfortunately we're unable to take special orders right now, but we would be happy to give you recommendations for similar products, or even direct you to another store that might offer what you are looking for.
Do you offer bank transfer payments?
As our goal is to make things as efficient for you and your pet as possible, unfortunately we are unable to provide bank transfer payment at the moment because it is simply not very efficient.
Do you ship overseas?
Not at the moment. However, if you are looking to purchase products wholesale and require shipment to a freight forwarder in Hong Kong, please contact us at firstname.lastname@example.org to discuss.
Do you deliver after 6 pm?
We always try our best to accommodate time requests when using our own delivery team and when using courier services that we have great working relationships with. However, there will be times when we are unable to do so due to the particular delivery route being used on that day - and we all know what Hong Kong traffic can be like! Our goal is to find the most efficient delivery route so that we are also saving our planet by reducing the carbon emissions produced from our delivery trucks.
Do I have to be home to receive the delivery?
No, you do not have to be home to receive the delivery if there is someone like a doorman who can collect your delivery for you. Please remember though that we are not responsible for any missing or damaged goods after they have been left at your premises.
Can I track my order?
Yes, you can track the status your order by logging into the "My Order" section of our online store. Just click on your order history and you will be able to see which stage your delivery is at.
Exchanges / Returns
Can I cancel or exchange my order?
Please take a look at our Returns & Exchange Policy here.
My product seems to be damaged. What should I do?
We are terribly sorry about this - we try hard to make sure all our products are well packed, but sometimes accidents happen. Please do let us know about it, and we'll replace the product right away. Unfortunately if the item has been damaged by your pet, we're unable to assist you with an exchange or return.