Everything you need to know about placing an order, receiving your equipment, and returning it when you are done.
Last updated: 17 May 2026
Ordering with PetAir is simple and straightforward. You can reach us through any of the following channels:
Let us know which rental plan you are interested in, and we will confirm the details, including pricing, deposit, and your preferred delivery date.
We deliver across all districts in Hong Kong. Delivery is free for all rental plans. Once your order is confirmed, we will schedule a delivery slot that works for you. Our team will set up the equipment and walk you through how to use it safely.
Your rental period begins on the date of delivery. Plans are billed on a monthly basis unless you are on the Trial Plan, which has its own specific duration. You can continue renting for as long as your pet needs the equipment.
Need to keep the equipment for longer than planned? No problem. Contact us before your current billing period ends and we will extend your rental seamlessly. There is no penalty for extending.
You may cancel your rental at any time by giving us at least 3 days notice. Once we receive the notice, we will arrange a free equipment pickup at your convenience. Rental fees for the current billing period are non-refundable, but your deposit will be returned in full upon collection of the equipment in good condition.
When you are ready to return the equipment, simply contact us and we will schedule a free pickup. Please make sure the equipment is in the same condition it was in when delivered, with normal wear and tear expected. Our team will inspect the equipment during pickup.
Your deposit is refunded within 7 business days of the equipment being collected and inspected. Refunds are returned using the same payment method used for the original deposit. If you paid by cash, we will arrange a bank transfer.
If the equipment develops a fault during normal use, contact us immediately and we will arrange a free replacement. If damage occurs due to misuse or negligence, the cost of repair or replacement may be deducted from your deposit.