The Recurring Order Program is an on‑going subscription service where orders are automatically charged and generated according to the order frequency you select.
Please allow 1–3 business days for delivery after each order is placed. *We will notify you if there are any delivery delays.

You will receive a 5‑day reminder email before every recurring order is processed. Please also check your spam/junk/promotion folders.

Any changes or cancellations must be made before the order placement date, i.e., before the 5‑day reminder window is reached.
Once a parcel has been shipped, changes cannot be made.
After dispatch, additional shipping fees may apply for actions such as:

・Adding extra items
・Redirecting to a new delivery address
・Returns (only applicable after 3 completed cycles)

While we strive to maintain consistent stock availability, products may occasionally become unavailable from our suppliers.

・Our Recurring Order system automatically performs an inventory check before each scheduled order is generated. If an item in your subscription is out of stock during this inventory check (before your credit card is billed), you’ll receive an “Out of Stock” notification email on the scheduled order placement date. The recurring order will be skipped and automatically moved to the next billing cycle.
・If a supplier notifies us that an item becomes out of stock after the recurring order has already been generated, our Customer Care team will contact you via WhatsApp or email to discuss alternative options or the next steps.

When you join our Recurring Order Program, you can enjoy up to 20% off your first recurring order (discount varies by product) and 3% off all future recurring orders, based on the regular price.
You may choose an order frequency ranging from every 1 week up to every 6 months, depending on your needs.

Important Program Terms
To ensure fairness and consistency, please note the following:

- Each subscription requires a minimum commitment of three deliveries.
- During the first three deliveries, changes are not permitted. This includes skipping, pausing, cancelling, modifying quantities, or swapping items.
- After the first three delivery cycles are completed, you may: Cancel or skip deliveries, Change delivery frequency, Swap products, Add or remove items, Adjust quantities (Changes must be made before your next order is generated.)

If a subscription is cancelled within the first three delivery cycles, customers will be required to settle the discount difference applied to the first recurring order.

For full details, please refer to our Recurring Order Program Terms & Conditions:
https://www.vetopia.com.hk/pages/recurring-order-vetopia

Payments for recurring orders must be made by credit card.

Your credit card will be automatically billed on each scheduled order placement date according to the delivery frequency you selected.
Your first delivery is charged immediately when you start your subscription, and all subsequent charges will follow the recurring schedule (e.g., every two weeks, monthly, etc.).

To update the payment method for your Recurring Order, please follow these steps:

1. Log in to your Vetopia account and go to "My Recurring Orders".
2. Select the relevant subscription and navigate to the Payment Details section.
3. A verification email will be sent to you. Click the link in the email to securely update your credit card details.
4. Alternatively, if you have multiple cards saved, you may select another saved payment method.
5. Remember to save your changes before exiting the page.

If you need any help, our Customer Care team will be happy to assist you.

The billing date is tied to your subscription’s order placement date, which is when the system automatically generates and charges your recurring order. In your customer portal, this billing date is shown as the “Order Date”.

The shipping date follows the delivery schedule and takes place after the order has been successfully generated and billed.

In most cases, your recurring order will be delivered within 1–3 business days after the order date.
If there is any unexpected delivery delay, we’ll notify you via WhatsApp or email.

The shipping address for a Recurring Order is managed separately from the default address in your Vetopia account. Updating your account’s default address will not automatically update the address used for your active subscriptions.
To update the shipping address for a specific Recurring Order:

1. Go to “My Account”
2. Select “My Recurring Orders”
3. Choose the subscription you wish to update
4. Go to “Product Shipping Info” and update your address there
5. Contact our Customer Care team to confirm that the update has been successfully applied

There are two common reasons why your recurring order may not have been generated:

1. Transaction Failure:
Your payment may not have gone through due to one of the following:
・Expired credit card
・Insufficient funds in your account
・Card issuer restrictions or issues that prevent successful billing

If the system is unable to process payment, the recurring order will not be generated.

2. Product Out of Stock:
Your order may also fail to generate if:
・One or more items in your subscription are out of stock

If any item included in your recurring order is unavailable, the system will not automatically generate the order.
An “Out of Stock” notification email will be sent to your registered email address if this occurs.

If you need assistance with updating your payment method or checking stock availability, please contact our Customer Care team and we'll be happy to help.

Orders with a total of HK$300 or above (after discounts) qualify for free shipping.
For orders below HK$300, a delivery fee of HK$80 will apply. This fee is applicable to all orders placed on the Vetopia Online Store.

You can skip an upcoming Recurring Order after completing the first three (3) deliveries in your subscription.
Once this requirement has been met, you may skip either specific items or your next scheduled order through:

・"My Recurring Orders" in your Vetopia account, or
・Our Customer Care Team, who can assist you with the update.

Please note that any changes must be made at least three (3) days before your next order is processed.

You can remove item(s) from your Recurring Order after completing the first three (3) deliveries in your subscription.
To remove an item, please follow these steps:

1. Log in to your Vetopia account
2. Go to “My Recurring Orders”
3. Select the relevant subscription
4. Choose the item(s) you wish to remove and save your changes

Please note that modifications must be made at least three (3) days before your next recurring order is processed.
If you need assistance, our Customer Care Team is always happy to help.

You can add item(s) to your Recurring Order after completing the first three (3) deliveries in your subscription.
To add an item, please follow these steps:

1. Log in to your Vetopia account
2. Go to “My Recurring Orders”
3. Select the subscription you want to update
4. Browse available products and choose the item(s) you'd like to add

You may add products as either:

・A recurring item — eligible for a 3% discount, or
・A one‑time purchase — added to your next scheduled order only

Please note that all changes must be made at least three (3) days before your next recurring order is generated.

Yes! You can check out with multiple products even if each item has a different recurring frequency. Each frequency will create a separate subscription, and orders will be generated based on the schedule you selected for each product.
Please note:

・Each subscription follows its own delivery schedule and billing cycle.
・To qualify for free shipping, each individual subscription must reach HK$300. Otherwise, a HK$80 shipping fee will apply to that subscription.

Please note that all Recurring Orders require a minimum commitment of three (3) deliveries. During the first three delivery cycles of the same subscription, changes such as pausing, skipping, or cancelling are not permitted.

Cancelling within the first three deliveries
Because the first recurring order includes a special introductory discount, cancelling a subscription within the first three deliveries will require you to settle the discount difference applied to your first recurring order.
To proceed, please contact our Customer Care team, and they’ll guide you through the cancellation process and payment adjustment.

Cancelling after completing three deliveries
Once you’ve completed the first three delivery cycles, you may cancel your subscription at any time using one of the following methods:
・Through your Vetopia account:
Log in → My Recurring Orders → select the relevant subscription → choose "Cancel Subscription"
・By contacting our Customer Care team, who will be happy to assist you

If you are not receiving your Recurring Order reminder or notification emails, it may be due to your email provider filtering them. Here are a few steps to help resolve the issue:

1. Check your spam, junk, or promotion folders
Email notifications may occasionally be flagged as spam. Please check these folders to see if our emails were redirected there.

2. Review your email client settings
If you are using email applications such as Outlook, Gmail, or others, make sure that:
- Our emails are not being blocked or filtered, and
- Any rules, filters, or inbox categories are not routing our messages away from your main inbox.

3. Mark our emails as “Not Junk”
If you find our notifications in your junk/spam folder, please mark them as “Not Junk” or “Not Spam” to ensure future emails arrive in your inbox.

4. Add us to your contacts
Adding our email address "[email protected]" to your contact list or safe sender list can help prevent future mis‑routing of our notifications.

There are no additional or hidden fees for joining or participating in our Recurring Order Program.
However, please keep the following points in mind:

・The first three deliveries of each subscription are fixed and cannot be changed, paused, skipped, or cancelled.
・A shipping fee of HK$80 will apply if a subscription’s order total is below HK$300 after discounts.
・Product prices may change over time, and all recurring orders will automatically reflect any supplier price adjustments at the time the order is generated.

These conditions help ensure transparent pricing, with no unexpected charges beyond standard shipping fees and regular price updates.