Shipping & Returns

Shipping Policy

Processing Time
All orders are processed within 1-3 business days after payment confirmation. Orders are not processed on weekends or public holidays.

Shipping Times
We ship worldwide. Estimated delivery times:
- Australia, New Zealand: 7-14 business days
- Hong Kong, Singapore, Malaysia: 5-10 business days
- United States, Canada: 10-18 business days
- United Kingdom, Europe: 10-16 business days
- Rest of World: 14-21 business days

Shipping Costs
Shipping costs are calculated at checkout based on your location and order weight.

Order Tracking
Once your order has shipped, you will receive a confirmation email with a tracking number. Please allow 2-3 business days for tracking information to update.

Customs & Duties
International orders may be subject to customs duties and taxes upon arrival in the destination country. These charges are the responsibility of the recipient and are not included in the order price or shipping cost.

Lost or Delayed Packages
If your package has not arrived within the estimated delivery window, please contact us at hygeonpet.com/pages/contact and we will investigate the issue promptly.

Return Window
You may request a return within 30 days of receiving your item.

Eligibility
To be eligible for a return, your item must be unused, unworn, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to Return
Contact us at kovalenko.info@gmail.com or via hygeonpet.com/pages/contact with your order number and reason for return. We will provide return instructions within 2 business days. Items sent back without first requesting a return will not be accepted.

Return Address
15/F Radio City, 505 Hennessy Road, Causeway Bay, Hong Kong

Damaged or Defective Items
Please inspect your order upon reception and contact us immediately with photos if the item is defective, damaged, or incorrect. We will arrange a replacement or full refund at no cost to you.

Non-Returnable Items
Perishable goods, custom or personalized items, personal care goods, hazardous materials, sale items, gift cards, and items damaged due to misuse cannot be returned.

Exchanges
The fastest way to get what you want is to return the item you have, and once accepted, make a separate purchase for the new item.

Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5-7 business days to your original payment method.

Shipping Costs for Returns
Return shipping costs are the responsibility of the customer unless the item was defective or incorrectly sent.

European Union 14-Day Cooling-Off Period
If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, without justification. Your item must be in the same condition as received, with tags and original packaging.