Pickup & Delivery Guide
Learn how to collect your order with ease
The delivery method cannot be changed after your order is placed. Please confirm it before checkout.
📋 Contents
| Pickup / Delivery Method | Shipping Fee | Free Shipping Threshold |
|---|---|---|
| Prince Edward Store Pickup | Free | — |
| SF Store / Service Partner Pickup | HKD $80 | Subtotal ≥ $500 |
| SF Home Delivery | HKD $80 | Subtotal ≥ $500 |
Prince Edward Store Pickup
Pickup Address
50 Ki Lung Street, Prince Edward, Kowloon
NPV Animal Hospital (Branch B)
NPV Animal Hospital (Branch B)
Pickup Hours
Daily 12:00 – 20:00
Shipping Fee
Free
How to Collect (Step-by-Step)
1
Place your order — choose a delivery method
- On the "Delivery method" page before checkout, select in-store pickup (shown as 「NPV太子門市自取」)
- Once the Prince Edward store address is shown, click "Continue" to proceed to payment
▲ Select in-store pickup 「NPV太子門市自取」 on the "Delivery method" page
- On the payment page, confirm that in-store pickup 「NPV太子門市自取」 is selected and the Prince Edward address is shown
- Check the order summary: in-store pickup shows "Free". Confirm and complete payment
▲ On the payment page, confirm 「NPV太子門市自取」 is selected; "In-store pickup" under the subtotal shows Free
2
Wait for the "Ready for Pickup" notification
- After ordering, you will receive an "Order Confirmation" email
- Items are expected to arrive at the store in about 5 business days (some brands may take 7–10 business days)
- Once every item in your order is ready, you will receive a "Ready for Pickup" notification email
How to check your order status:
- Log in to your NPWe Shop account → click "Orders" → click "Order Status" to view
▲ In your account's "Orders" list, click "Order Status" to view
- When your order is ready, the Order Status page shows "Your order is ready for pickup"
- The page also shows a map of the pickup location and your order details
▲ The Order Status page shows "Your order is ready for pickup" and the pickup location
3
Collect your order at the Prince Edward store
- After receiving the "Ready for Pickup" email, please collect your order within 10 days
- Pickup address: NPV Animal Hospital (Branch B), 50 Ki Lung Street, Prince Edward, Kowloon
- Pickup hours: Daily 12:00 – 20:00
- At pickup, please check the type, size, quantity, packaging and expiry date of your products on the spot
📋 Prince Edward Store Pickup — Notes
- Pickup hours are daily 12:00 – 20:00
- After your order is submitted, you will receive an "Order Confirmation" email, and items are expected to arrive at the store in about 5 business days
- Some brands may require a longer lead time — 7–10 business days from the order date
- Once every item in your order is ready, you will receive a "Ready for Pickup" notification email
- After receiving the "Ready for Pickup" email, you may collect your order at the designated location during the stated hours
- Please collect your items within 10 days of receiving the "Ready for Pickup" email
- If the order is not collected within 10 days of the pickup notification, it will be cancelled and you will need to re-order
- If an order remains uncollected for more than 7 days beyond the "10-day pickup period", the items may be recalled/disposed of by the store, and the order will not be refunded
- You may also log in to your account > "Orders" list > click "Order Status" to check whether your order is ready for pickup
- When collecting, please first confirm the type, size, quantity, packaging and expiry date of your products are correct
- If there is any quality issue with the products you receive, please refer to our Return & Refund Policy and contact NPV within 7 days of collection
- Pickup times may be delayed by inclement weather. If you have any questions, please call 2393-2070 (press 1)
Prince Edward Store Pickup — FAQ
- Please collect your items within 10 days of receiving the "Ready for Pickup" email
- If not collected within 10 days, the order will be cancelled and you will need to re-order
- For orders uncollected for more than 7 days beyond the pickup period, the items may be recalled or disposed of by the store, and the order will not be refunded
Yes. Most items arrive at the store in about 5 business days, but some brands may take 7–10 business days. Please rely on the "Ready for Pickup" email.
- Please check the type, size, quantity, packaging and expiry date on the spot
- If there is any quality issue, please refer to our Return & Refund Policy and contact NPV within 7 days of collection
Pickup times may be delayed by inclement weather. If you have any questions, please call 2393-2070 (press 1).
SF Store / Service Partner Pickup (not convenience stores / lockers / petrol stations)
Pickup Point
Designated SF Stores &
Service Partners citywide
Service Partners citywide
Lead Time
Ships in 3–5 business days
arrives ~2 days after shipping
arrives ~2 days after shipping
Shipping Fee
HKD $80
Free over subtotal $500
Free over subtotal $500
Please note: SF pickup is limited to SF Stores and SF Service Partners only — convenience stores / lockers / petrol stations are not supported.
How to Collect (Step-by-Step)
1
Place your order — choose an SF pickup point
- On the "Delivery method" page at checkout, select ship to SF Store or Service Partner for pickup (shown as 「寄往 順豐站 或 合作點 自取」)
- Choose the area, district and location, then search for and pick your pickup point
- Click "Continue" to proceed to payment
▲ After selecting SF Store / Service Partner pickup, choose the area and search for your pickup point
- On the payment page, enter the recipient's name and mobile number (SF sends the pickup code via the SFHK app)
- The address field is auto-filled with your chosen SF Store / Service Partner address, and the shipping fee shows $80 (free over subtotal $500)
- Confirm the details and complete payment
▲ The payment page shows your chosen SF Store address as "Ship to a specified address", with a $80 shipping fee
2
Track your order and wait for arrival
- Your order ships in 3–5 business days (some brands may take 7–10 business days)
- It is expected to arrive at the pickup point within about 2 days after shipping
Tracking option 1: NPWe Shop account
- Log in → "Orders" → a yellow "Track" button appears at the top-right of shipped orders
- Click "Details" to view the SF tracking number and the Order Status page link
▲ Left: the "Track" and "Details" buttons in the order list. Right: the SF tracking number and link on the order details page
Tracking option 2: SFHK app / SF Express website
- Use the "Track" function on the SF Express Hong Kong website or the SFHK app, and enter the tracking number to see real-time status
3
Collect at the SF Store / Service Partner
- Once your parcel arrives at the pickup point, you must collect it within 2 days (the arrival day counts as Day 1)
- SF sends the pickup notification and pickup code via the SFHK app
- At the pickup point, show the pickup code in the SFHK app to collect your parcel
⚠️ Please make sure SFHK app notifications are on:
In the SFHK app, go to "Profile" → "Message Types" and allow the relevant messages, and enable "Allow / Show notifications" for the SFHK app in your phone settings.
In the SFHK app, go to "Profile" → "Message Types" and allow the relevant messages, and enable "Allow / Show notifications" for the SFHK app in your phone settings.
📱
Download the SFHK app
If you have not installed the SF Express Hong Kong app yet, you can download it as follows:
▲ Option 1: scan the QR code. Option 2: search "SF Express" (順豐速運) on the App Store / Google Play
📋 SF Store Pickup — Notes
- You may select a designated SF pickup point on the cart page
- You must select the SF pickup point again on the checkout page and enter the recipient's mobile number
- SF will send the pickup notification and pickup code via the SFHK app
- Please make sure you have allowed the relevant messages under "Profile" → "Message Types" in the SFHK app, and enabled "Allow / Show notifications" for the SFHK app in your phone settings
- You can check real-time parcel status via the SF Express Hong Kong website or the "Track" function in the SFHK app
- You can check the order status in the Orders tab of your account; if the status is "Shipped", a "Track" button appears at the top-right of the order
- SF Store pickup is provided by SF Express and is subject to their terms and conditions. For any enquiries, please contact SF Express customer service
- Any fees arising from a refused delivery or delay caused by a customer changing the address themselves are not the responsibility of this online store
SF Store Pickup — FAQ
Once your parcel arrives at the pickup point, you must collect it within 2 days (the arrival day counts as Day 1).
| Situation | Fee |
|---|---|
| Collected within 2 days | Free |
| Late collection | HKD $15 per 24 hours (SF Retention Service) |
| Uncollected after 5 days overdue | NPWe Shop may cancel the order and recall the goods, with no refund |
Late-collection fees are borne by the customer. For details, please see the SF Express website.
Yes, but you need to arrange it directly with SF Express, and the fees are borne by the customer:
| Change | Fee |
|---|---|
| Reroute to another SF network point / SF locker / Service Partner | HKD $10 / shipment |
| Reroute to a home-delivery address | HKD $15 / shipment |
| Reroute to a cross-border address | One SF Express Priority shipping charge |
Payment: pay-on-delivery / third-party payment. The above fees are collected by SF Express.
For details, please see the SF Express rate sheet.
- Each SF Service Partner has its own size and weight limits
- Before choosing a Service Partner, please check the limits on the SF Express website
- If the limits are exceeded, the Service Partner may refuse the parcel; SF will contact you to change the pickup point or switch to home delivery, and any extra fees are borne by the customer
- After payment, your order ships in 3–5 business days
- It arrives at the pickup point within about 2 days of the shipping date
- Some brands may require a longer lead time — 7–10 business days from the order date
SF Store pickup is provided by SF Express and is subject to their terms and conditions. For enquiries, please contact SF Express customer service.
SF Home Delivery
Delivery Area
Citywide delivery
remote-area surcharge applies
remote-area surcharge applies
Lead Time
Ships in 3–5 business days
arrives ~1–2 days after shipping
arrives ~1–2 days after shipping
Shipping Fee
HKD $80
Free over subtotal $500
Free over subtotal $500
How to Collect
1
Place your order — choose home delivery
- On the "Delivery method" page at checkout, select home delivery (shown as 「送貨上門」), then click "Continue"
▲ Select home delivery 「送貨上門」 on the "Delivery method" page, then click "Continue"
- On the payment page, enter your delivery address and the recipient's name and mobile number
- The shipping method shows a fee of $80 (free over subtotal $500)
- If the delivery address requires carrying upstairs (no lift / stairs needed), please state the floor in the order notes
- Confirm the details and complete payment
▲ Enter the delivery address on the payment page; home delivery fee $80 (free over subtotal $500)
2
Track your order
- Tracking works the same way as "SF Store / Service Partner Pickup" above: track via your NPWe Shop account or the "Track" function in the SFHK app
- Your order ships in 3–5 business days (some brands may take 7–10 business days)
3
SF home delivery
- About 1–2 business days after shipping, SF will deliver to your door — please keep your phone reachable
- On receipt, please check the type, size, quantity, packaging and expiry date on the spot
⚠️ Sundays and public holidays: SF does not deliver, so delivery will be pushed back. Long holidays or promotional periods may take longer.
📋 SF Home Delivery — Notes
- On the "Delivery method" page at checkout, select "SF Home Delivery" and enter the correct delivery address and recipient's mobile number.
- After your order is submitted, you will receive an "Order Confirmation" email; orders generally ship in 3–5 business days.
- Some brands may require a longer lead time — 7–10 business days from the order date.
- After shipping, SF generally delivers within 1–2 business days. SF does not deliver on Sundays and public holidays, so delivery will be pushed back.
- Delivery may take longer than usual during long holidays or promotional periods.
- Orders with a discounted subtotal of HKD $500 or above qualify for free home delivery; below $500, a shipping fee of HKD $80 applies.
- SF home delivery covers all of Hong Kong. For some remote areas (including certain rural areas and outlying islands), SF charges a remote-area surcharge of HKD $10 per shipment per trip, payable on delivery by the recipient (paid directly to SF). Remote areas are defined per SF Express's official announcements.
- If the delivery address has no lift or requires stairs, and the parcel's chargeable weight is 20kg or above (e.g. large bags of pet dry food), SF charges a carry-upstairs fee of about HKD $30 per floor, borne by the customer.
- On receipt, please confirm the type, size, quantity, packaging and expiry date of your products are correct.
- If there is any quality issue with the products you receive, please refer to our Return & Refund Policy and contact NPV within 7 days of receipt.
- If no one is available to receive the delivery, SF will contact the recipient to rearrange delivery per its service arrangements, or forward the parcel to a nearby SF network point for pickup; the arrangements and fees are subject to SF's terms.
- If you need to change the delivery address or switch to pickup after ordering, you must arrange it directly with SF Express, and the fees are borne by the customer (reroute to another SF network point / locker / Service Partner HKD $10 / shipment; reroute to a home-delivery address HKD $15 / shipment, per the SF Express rate sheet).
- You can track real-time parcel status via your NPWe Shop account or the "Track" function in the SFHK app.
- SF delivery may be suspended or delayed by inclement weather (e.g. when Typhoon Signal No. 8 or above, or a Black Rainstorm Warning, is in force), so delivery will be pushed back. If you have any questions, please call 2393-2070 (press 1).
- SF home delivery is provided by SF Express and is subject to their terms and conditions. For any enquiries, please contact SF Express customer service.
SF Home Delivery — FAQ
A discounted subtotal of HKD $500 or above qualifies for free home delivery; below $500, a HKD $80 shipping fee applies. (Among the 3 methods, Prince Edward store pickup is always free.)
| Situation | Fee |
|---|---|
| Remote areas (certain rural areas / outlying islands) | HKD $10 per shipment per trip (pay on delivery; free if you choose pickup) |
| No lift / stairs needed + parcel ≥20kg | About HKD $30 per floor (state the floor in order notes) |
The above fees are collected by SF Express and borne by the customer.
SF will contact the recipient to rearrange delivery per its service arrangements, or forward the parcel to a nearby SF network point for pickup; the arrangements and fees are subject to SF's terms. We recommend keeping your phone reachable.
SF home delivery follows SF's own scheduling, so a specific delivery time slot cannot be guaranteed. For more flexible collection times, consider "SF Store / Service Partner Pickup" and collect it yourself. You may also change the delivery time yourself in the SF app.
In case of any dispute, NPWe Shop | NPV Nonprofit Veterinary Services Society reserves the right of final decision.
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