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WE'RE HERE TO HELP
Contact Petivie
Have a question about your custom pet portrait, photo, order or delivery? Send us a message and our support team will be happy to help.
How Can We Help?
Email
Customer Service Hours
Monday–Friday: 10:00 AM–7:00 PM
Saturday–Sunday: 12:00 PM–6:00 PM
Hong Kong Time (HKT)
Saturday–Sunday: 12:00 PM–6:00 PM
Hong Kong Time (HKT)
Response Time
We typically reply within 1 business day.
Change or Cancel an Order
Please email support@petivie.com with your order number within 24 hours of purchase to request a change or cancellation. Requests are not guaranteed, including those made within 24 hours. Once personalized production has started, changes or cancellation may no longer be possible. We will confirm the outcome by email.
Damaged or Incorrect Item
Please contact us within 30 days after delivery with your order number, a description of the issue and clear photos. Once the issue is reviewed and verified, we will explain the available resolution under our Return & Refund Policy. This reporting period does not limit any longer rights required by applicable law.
Return Shipping & Refund Timing
If a physical return is required for a verified damaged, defective, incorrectly supplied or incorrectly produced item, Petivie covers return shipping by providing a prepaid return label or arranging collection. Please contact us before returning an item.
Approved refunds are initiated to the original payment method within 5 business days. Your payment provider may need additional time to display the credit.
Approved refunds are initiated to the original payment method within 5 business days. Your payment provider may need additional time to display the credit.
Business Information
Petivie is operated by
HUANZHUO INTERNATIONAL LIMITED
Registered Address:
Room B53, 2/F, Phase 1, Kwai Shing Industrial Building,
36–40 Tai Lin Pai Road, Kwai Chung,
New Territories, Hong Kong
HUANZHUO INTERNATIONAL LIMITED
Registered Address:
Room B53, 2/F, Phase 1, Kwai Shing Industrial Building,
36–40 Tai Lin Pai Road, Kwai Chung,
New Territories, Hong Kong
Send Us a Message
Please include your order number if your message is about an existing order. For a product issue, describe what happened. Photos can be sent separately by email.
Need to send photos?
This form does not accept attachments. Please email clear photos to support@petivie.com and include your order number so we can match them to your request.
FAQ · Shipping Policy · Return & Refund Policy
This form does not accept attachments. Please email clear photos to support@petivie.com and include your order number so we can match them to your request.
FAQ · Shipping Policy · Return & Refund Policy