Instructions for Store Pickup or Delivery

This website provides the following delivery services:

  • Self-pickup at NPV Prince Edward Store
  • Designated SF Express Pickup Store

Instructions for Self-Pickup at Prince Edward Store

  • Step 1 Place An Order Online

    • On the shipping method page, select 'NPV In-Store Pickup', then click 'Continue'
    • Verify on the payment page that 'NPV In-Store Pickup' is also selected
    • After placing the order, you will receive an 'Order Confirmation'
    • The order is expected to arrive at the store within 5 business days
    • Please wait for the 'Ready for Pickup' notification email

  • Step 2 Ready for Pickup Notification

    • Once all items in the order are ready, the customer will receive a 'Ready for Pickup' notification email
    • The customer can also log in to their account, go to the 'Orders' section, and click on the 'Order Status' to check if the order is ready for pickup

  • Step 3 In-Store Pickup

    • Please pick up the items within 10 days after receiving the 'Ready for Pickup' email notification, otherwise the order will be canceled

1. The pickup time is from 12:00 to 20:00 daily.
2. If the customer successfully submits the order, they will receive an "Order Confirmation" email, and the item is expected to arrive at the store within 5 business days.
3. Once all items in the order are ready, the customer will receive a "Ready for Pickup" email notification.
4. After receiving the "Ready for Pickup" email, the customer can go to the designated location to pick up the items during the specified time.
5. Please pick up the items within 10 days after receiving the "Ready for Pickup" email notification.
6. If the customer fails to pick up the items within 10 days after receiving the pickup notification email, the order will be canceled, and the customer will need to place a new order.
7. If the customer does not pick up the order within 7 days after the 10-day pickup period has expired, the store may recycle/destroy the order, and no refund will be provided.
8. The customer can also log in to their account, go to the "Orders" section, and click on the "Order Status" to check if the order is ready for pickup.

9. When picking up the items, the customer should first verify that the product type, volume, quantity, packaging, and expiry date are correct.
10. If the customer receives any products with quality issues, please refer to the return and refund policy details and contact NPV within 7 days of receiving the order.
11. Due to adverse weather conditions, the order pickup time may be delayed. If you have any questions, please call 2393-2070 (press 1) to inquire.

Designated SF Express Pickup Store

  • Step 1 Place An Order Online

    • On the delivery method page, select 'Deliver to SF Shipping Outlet or SF Pickup Point
    • Then choose the region, district, and location to select the pickup point, and click 'Continue'
    • Confirm that 'Deliver to SF Shipping Outlet or SF Pickup Point' is also selected on the payment page
    • After placing the order, you will receive an 'Order Confirmation' email, and the items are expected to be shipped within 3-5 business days

  • Step 2 When The Order Has Arrived At The Pickup Point

    • Within 2 days of the expected shipping date, the customer will receive an SMS text message reminder to pick up the order. They can use the link and QR code in the SMS to collect the items
    • Customers can also check the real-time status of the shipment and the latest update on the waybill by using the 'Track Order' function on the SF Express Hong Kong website or the SFHK mobile app

  • Step 3 Pickup

    • The customer needs to collect the order within 2 days. The day the shipment arrives at the SF Shipping Outlet or SF Pickup Point is counted as day 1
    • If the customer does not collect the order within 2 days, SF Express will charge a "SF Redelivery" service fee of HKD 10 for every 24 hours thereafter

1. Customers can select SF Express Pickup Store on the shopping cart page

2. The customer must re-select the SF Pickup Point on the checkout page, and provide the recipient's mobile phone number
3. The customer will receive an SMS text message reminder to pick up the order. They can use the link and QR code provided in the SMS to collect the items

4. Customers can check the real-time status of the shipment and the latest update on the waybill by using the 'Track Order' function on the SF Express Hong Kong website or the SFHK mobile app
5. Customers can also check the order status on the 'Orders' page of their account. If the order status shows as 'Shipped', there will be a 'Track' button in the top right corner that will take them directly to the logistics details page. Alternatively, they can click 'Order Status' or 'Details' to view the logistics information
6. The SF Pickup Point service is provided by SF Express. The delivery is subject to the company's terms and conditions. For any inquiries, please contact SF Express customer service

Regarding shipping arrangements:

  • After the customer pays, the order will be arranged for shipment within 3-5 working days
  • Once the order items are prepared, the shipment will be arranged
  • The order is expected to arrive at the self-pickup point within 2 days from the shipping date

Regarding late pickup and modification of pickup point or address:

  • If the customer picks up the order late, the late pickup fee will be borne by the customer
  • After the package arrives at the SF Express station, the customer needs to pick it up within 2 days (the day the package arrives at the SF Express station or SF Express service point is counted as Day 1). Otherwise, SF Express will charge a "SF Redelivery" service fee of HK$10 for every subsequent 24-hour period
  • Please refer to the SF Express official website for the pickup deadline and late pickup fees
  • If the customer needs to change the pickup point address or switch to delivery service, the customer needs to contact and arrange with SF Express directly, and the fees will be borne by the customer
  • Please refer to the SF Express website for the charges: "Store-to-Store - Change of Delivery Address (Doorstep Delivery) Charges"
  • The fees for changing the pickup point address or switching to delivery service will be based on the rates published on the SF Express official website.
  • If the customer fails to pick up the order within 5 days, NPWe Shop reserves the right to cancel the order, withhold refunds, and recover the late pickup fees and shipping fees

  • Late Pickup

    The customer needs to collect the order within 2 days. The day the shipment arrives at the SF Shipping Outlet or SF Pickup Point is counted as day 1
    If the customer does not collect the order within 2 days, SF Express will charge a "SF Redelivery" service fee of HKD 10 for every 24 hours thereafter

  • Changing the Pickup Point or Delivery Address

    • Change of delivery to self-pickup at Hong Kong service points (including SF Express self-operated service points, SF Express self-service lockers, and SF Express partner service points): Service fee waived
    • Change of delivery to door-to-door delivery address in Hong Kong: HK$10 per parcel
    • Change of delivery to cross-border address: One-way SF Express special delivery fee

    *Customers need to contact and arrange with SF Express directly
    *The above fees are charged by SF Express
    *The above fees are borne by the customer

In the event of any dispute, NPWe Shop｜NPV Non-profit Veterinary Services Association will reserve the right to make the final decision.