1. Delivery areas & charges

We currently accept orders for delivery within Hong Kong by courier or standard parcel service. Standard delivery costs are included. Orders for other regions are not yet available directly; please contact us before paying.

If an address cannot be served, we will contact you to agree on a suitable address. If no delivery arrangement can be made, the order can be cancelled and the payment refunded. We will not add delivery charges without your agreement.

2. When production begins

1. Complete your tag design and pay through Stripe.
2. After payment, return to the website and submit the recipient’s name, phone number, full address and pet profile.
3. Production time begins when payment and all details needed for production are confirmed.

If required details are missing, the production period does not start on the payment date. If you cannot find the details form after paying, keep your order number and confirmation email and contact us. Please do not pay again.

3. Production & delivery times

• Production: approximately 1–3 days after payment and required details are confirmed.
• Delivery: approximately 1–3 days after dispatch.

These are estimates, not guaranteed arrival dates. Changes to your details, severe weather or carrier delays may affect timing. If we expect a delay, we will notify you of the revised schedule. If it does not work for you, contact us to discuss the options, including cancellation and a refund where applicable.

After dispatch, we will email the carrier details and available tracking information to your order email address. Please also check your spam folder.

4. Address changes, missing or damaged parcels

Contact us as soon as possible before dispatch to change your address. Once dispatched, we can ask the carrier for help but cannot guarantee interception or an address change. Any extra redelivery costs caused by an incorrect address you supplied will be explained and agreed with you first. We cover costs caused by our own addressing error.

If your parcel is overdue, tracking is unusual, or the item arrives damaged or incorrect, send your order number and a description. Include photos of the item and packaging if convenient. We will help investigate and arrange redelivery, a remake or a refund under our returns & cancellation policy; you will not be asked to pursue the carrier on your own.

Need a hand?

Email: tsunlab888@gmail.com
Phone: +852 9518 9171