Terms of Service
Last Updated: September 14, 2026
These Terms of Service ("Terms") govern your use of petivie.com and purchases from Petivie.
Petivie is operated by HUANZHUO INTERNATIONAL LIMITED.
By using our website or placing an order, you agree to these Terms. Please read them carefully before purchasing.
1. Online Store Terms
By using this website, you confirm that you are legally capable of entering into a binding transaction under the laws applicable to you.
You may not use our products or website for unlawful or unauthorized purposes.
2. Product Information
We make reasonable efforts to display product descriptions, images, colors, dimensions, prices, and other information accurately.
Because screens and devices may display colors differently, actual colors may vary slightly.
Personalized products are created based on the pet photo and customization information submitted by the customer.
Small artistic or production variations may occur in hand-finished products and are not necessarily considered defects.
3. Personalized Products
Many Petivie products are individually customized.
When placing an order, you are responsible for providing:
- A suitable pet photo
- Correct customization information
- Accurate contact information
- An accurate shipping address
We may contact you if additional information is required before production.
If we are unable to obtain necessary information, production may be delayed.
4. Photo Submission Rights
By uploading a pet photo or other image, you confirm that:
- You own the image, or
- You have permission to use the image for creating the personalized product
You grant Petivie permission to use the submitted image only as reasonably necessary to:
- Process your order
- Create the customized product
- Provide customer service
- Resolve production, customization, or quality issues
5. Prices
Product prices are displayed on our website and may change from time to time.
The price applicable to your order is the price displayed at the time the order is submitted, subject to correction of obvious pricing errors where permitted by applicable law.
Shipping charges and applicable taxes, if any, will be displayed during checkout before payment is completed.
6. Payment
Payment must be successfully completed before an order can be processed.
Available payment methods are displayed during checkout.
Payments may be processed by third-party payment service providers.
7. Order Acceptance
Submitting an order does not necessarily mean that the order has been accepted.
Where permitted by law, we may cancel or refuse an order for reasons including:
- Suspected fraud
- Payment failure
- An obvious pricing or listing error
- Product unavailability
- Inability to fulfill the requested customization
- Violation of these Terms
If we cancel an order after payment has been completed, we will provide an appropriate refund to the original payment method where applicable.
8. Order Changes and Cancellations
Please contact us within 24 hours of placing your order if you need to request a cancellation or modification.
Because personalized production may begin shortly after the order is confirmed, requests submitted after 24 hours cannot be guaranteed.
Once personalized production has started, changes or cancellation may no longer be possible.
9. Production Time
Personalized production generally takes approximately 5–7 business days.
Production may take longer during:
- Holidays
- Major gifting periods
- Promotional events
- Periods of unusually high order volume
Production estimates are not guaranteed completion dates.
10. Shipping
Shipping terms are described in our Shipping Policy.
Typical order timing includes:
- Order processing: 1–2 business days
- Personalized production: 5–7 business days
- Shipping transit: approximately 7–12 business days after dispatch
The estimated total time from order placement to delivery is generally 13–21 business days.
Delivery estimates are not guaranteed and may be affected by carrier delays, customs processing, weather, holidays, or other circumstances outside our reasonable control.
11. Returns and Refunds
Returns, refunds, replacements, remakes, and cancellations are governed by our Return & Refund Policy.
Because personalized products are made specifically for each customer, correctly produced customized items are generally not eligible for return, exchange, or refund due to change of mind or buyer's remorse.
This does not affect applicable rights relating to damaged, defective, incorrectly produced, or materially incorrect goods.
12. Intellectual Property
The Petivie name, branding, website design, text, graphics, and other website content are owned by or licensed to Petivie unless otherwise stated.
You may not reproduce, distribute, publish, sell, or commercially exploit our website content without permission, except as permitted by applicable law.
13. Customer Content
You remain responsible for content you submit to us.
You must not submit content that:
- Infringes another person's rights
- Is unlawful
- Is fraudulent
- Contains malicious software
- Is intended for prohibited or abusive purposes
14. Website Availability
We aim to keep our website accessible and functioning properly.
However, we do not guarantee that the website will always be uninterrupted, error-free, or available.
We may update, suspend, or modify parts of the website when reasonably necessary.
15. Third-Party Services
Our website may use or link to third-party services, including:
- Shopify
- Payment processors
- Shipping providers
- Tracking services
- Analytics services
- Advertising platforms
Third-party services may have their own terms, policies, and privacy practices.
16. Prohibited Uses
You may not use our website:
- For unlawful purposes
- To infringe intellectual property rights
- To submit false or misleading information
- To transmit malicious code
- To interfere with website security or operation
- To unlawfully scrape or misuse website content
- To commit fraud
17. Limitation of Liability
To the maximum extent permitted by applicable law, Petivie and HUANZHUO INTERNATIONAL LIMITED will not be liable for indirect, incidental, special, or consequential losses arising from use of the website or products.
Nothing in these Terms excludes or limits any liability or consumer right where such exclusion or limitation is prohibited by applicable law.
18. Indemnification
To the extent permitted by law, you agree to be responsible for losses or claims arising from your unlawful use of the website, violation of these Terms, or infringement of another person's rights.
19. Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
20. Changes to These Terms
We may update these Terms from time to time to reflect changes to our services, business practices, or legal requirements.
The current version will be published on this page with an updated "Last Updated" date.
21. Governing Law
These Terms of Service and any separate agreements through which we provide services to you shall be governed by and construed in accordance with the laws of Hong Kong, subject to any mandatory consumer protection rights that apply in your country or region of residence.
Nothing in these Terms is intended to remove, restrict, or override any consumer rights that cannot legally be excluded under applicable law.
22. Contact Information
Questions about these Terms may be sent to:
Petivie
Operated by HUANZHUO INTERNATIONAL LIMITED
Email:
support@petivie.com
Registered Address:
Room B53, 2/F, Phase 1, Kwai Shing Industrial Building,
36–40 Tai Lin Pai Road,
Kwai Chung, New Territories,
Hong Kong
Website:
https://petivie.com/
Customer Service Hours:
Monday–Friday: 10:00–19:00 HKT
Saturday–Sunday: 12:00–18:00 HKT
We typically respond within 1 business day.