FAQ
Shelf life
Q: How long can dried seafood be stored?
A: Unopened dried seafood should be stored in a cool, dry place and can be kept for 3-6 months. Once opened, please seal and refrigerate, and consume within 2-4 weeks to ensure optimal quality.
Q: How should I store pet mooli cake?
A: Refrigeration is recommended. It can be brought to room temperature before consumption. Once opened, please consume within 1-2 days.
Feeding recommendations
Q: How much can I feed them each day?
A: This product is a pet treat/supplementary food, not a staple food. It is recommended for reward or training purposes and should not exceed 10% of your pet's daily calorie intake.
Q: Can puppies/kittens eat this?
A: Recommended for cats and dogs over 6 months old. For first-time users, please try a small amount and observe your pet's reaction.
Q: Do I need to prepare water?
A: Yes, make sure your pet has access to fresh water at all times, especially after eating dried treats.
Q: Can cats and dogs share the same treats?
A: Our air-dried seafood snacks are suitable for both cats and dogs, but please be mindful of portion control as cats and dogs have different body sizes and nutritional needs.
Allergy warning
Q: What should I do if my pet is allergic to seafood?
A: If your pet has a history of seafood allergy, please avoid feeding them dried seafood products. When introducing any new food for the first time, it is recommended to try a small amount and observe for 24-48 hours.
Q: What are the ingredients in this product?
A: Our products are made with natural ingredients and contain no added preservatives. Please refer to the product page for specific ingredient information.
Q: How do I know if my pet is allergic?
A: Common allergy symptoms include itchy skin, rashes, vomiting, and diarrhea. If any discomfort occurs, stop feeding immediately and consult a veterinarian.
Ordering and Payment
Q: What payment methods are accepted?
A: We accept various payment methods, including credit cards, PayPal, and Apple Pay. You can view all available options at checkout.
Q: Can I modify or cancel my order after it's confirmed?
A: If you need to modify or cancel your order after confirmation, please contact us as soon as possible. Orders cannot be modified once they have entered the delivery process.
Q: Is there a minimum order amount?
A: There is no minimum order amount, but it is recommended to order multiple products once to save on shipping costs.
Shipping and delivery
Q: What areas are covered by our delivery service?
A: We currently primarily serve the Hong Kong region. Some products can be delivered to other regions. Please check the checkout page or contact us for details.
Q: How long will it take to receive my order?
A: Delivery within Hong Kong typically takes 2-5 business days. Handmade products may require an additional 3-7 days for production; please check the product page for details before placing your order.
Q: Can I specify a delivery time?
A: We will try our best to accommodate your delivery time requirements. Please indicate this in the order remarks section, and we will do our best to arrange it.
Q: How can I track my order?
A: After your order is shipped, you will receive an email notification containing the tracking number, which you can use to check the delivery status.
Return and exchange policy
Q: Can I return or exchange this item?
A: If there are any quality issues or damage during shipping, please contact us within 3 days of receiving the goods and provide photographic evidence. For food safety reasons, opened products cannot be returned or exchanged.
Q: How long does it take to process a refund?
A: After confirming the return, we will process the refund within 7-14 business days. The actual arrival time depends on the payment method.
Product Selection
Q: How do I choose the right products for my pet?
A: You can choose according to your pet's age, size, and taste preferences. If you have any questions, please feel free to contact us via WhatsApp or email; we're happy to offer advice.
Q: Do you have gift boxes?
A: Yes! We offer a variety of exquisite gift boxes, suitable for gifting or personal use. Please browse our gift box series for details.
Q: Will new flavors be launched regularly?
A: Yes! We will launch new products based on the season and customer feedback. Please follow our social media or subscribe to our newsletter for the latest information.
Contact Us
Q: How can I contact customer service?
A: You can contact us through the following methods:
• Email: pawchelinhk@gmail.com
• WhatsApp: +852 64219679
• Instagram/Facebook: @pawchelinhk
We will reply within 1-2 business days.