FAQ
Have questions about ordering an oxygen machine or our shipping service? Maybe you can find the answer in our FAQ. You can also inquire directly with our team.
Online Payment Method
Online credit card direct debit
Credit card (No PayPal account required) – After selecting “Pay with PayPal”, you will be linked to the PayPal payment platform. If you do not have a PayPal account, you can simply pay by credit card directly. You will be returned to the Pet Oxygen website when complete.
PayPal
Order and Return Arrangement
How to order?
Of course, the fastest and most convenient way is to order and pay online, and enjoy free delivery service (please refer to delivery and door-to-door arrangement). But if you are not familiar with the product, we recommend that you contact us directly for details by phone, email, etc. We also welcome you to visit Prince Edward store to purchase.
Do I need an account to order?
You can order online at any time without registering an account. During the purchase process, you need to provide personal information so that we can contact you to arrange delivery. Of course, you can also choose to register a new account to receive our latest news in the future.
How do I return or exchange an item?
If after you receive the oxygen machine and accessories, you find that the goods may be damaged during the delivery process, you can bring the receipt and the damaged goods to our company to return the same product within 7 days. It is recommended that you call us first to confirm that there is stock to avoid delays.
Due to hygienic reasons, the company does not offer to return any opened or used accessories.
All goods and services sold are non-refundable.
The company reserves the right of final decision.
Delivery and door-to-door arrangement
Customers who purchase oxygen machines (Hong Kong)
* Direct delivery by our staff or shipping company
* Typically same day delivery
* Oxygen machines are subject to availability at the time
Customers who purchase oxygen machines (outside Hong Kong)
* Send it to your home by courier, usually it can be sent on the next working day (subject to the final arrangement of the company)
* Courier fee and any taxes are to be paid by the customer
* Oxygen machines are subject to availability at the time
Customers who rent oxygen machines
* Direct delivery by our staff or shipping company
* Typically same day delivery
* Oxygen machines are subject to availability at the time
Customers who buy pet oxygen accessories (Hong Kong)
* Self-pickup at the store
* Goods can be sent by local courier or SF Express on the same day or the next working day
* Customers need to pay the shipping fee
Customers who purchase pet oxygen accessories (outside Hong Kong)
* Shipped by courier on the next working day, the courier fee and any taxes will be paid by the customer
Arrangement of emergency oxygen machines after office hours (Hong Kong)
* In addition to the general transportation arrangements mentioned above, oxygen machines are required at night and in bad weather conditions, which can be found in the “FAQ” column below
FAQ
Can’t find the question you want to know? Talk to Pet Oxygen Team >
Reservation, Cancellation
Rent a pet oxygen box?
Pet Oxygen offers pet oxygen machine rentals. If guests need accessories such as pet oxygen box or pet oxygen hood, they can choose to purchase them separately from Pet Oxygen when filling out the form.
How to reserved?
After completing and submitting the online form, we will send you a WhatsApp message to confirm the order, payment and delivery details. Click here to fill out the form now.
When can I get my deposit back?
After confirming to take back the oxygen machine, we will return the deposit in the form of a check in about 7 working days, and we provide free valet check-in service.
Can I cancel my order?
Due to the urgent need for the oxygen machine, and the customer has not provided the payment record after receiving our official receipt, we have the right to decide to rent the oxygen machine to the next waiting customer. After confirming the payment and canceling the order before delivery, we will deduct an administrative fee of HK$300 from the deposit.
Pet Oxygen Machines Delivery Arrangement
How to pick up the machine?
You can choose to make an appointment at the self-pick-up point of the Prince’s store, and we will provide the pick-up details by SMS; generally, customers who rent for 2 months can enjoy the first free delivery service during our office hours (outlying islands, remote areas and stairs need to be charged separately )
*Household oxygen machines weighing over 30 lbs
I urgently need an oxygen machine at night, can you deliver it immediately?
Requests for oxygen machines outside of office hours will be answered to Pet Oxygen whenever possible. If it is determined that night delivery service is required, Pet Oxygen will charge HKD200 for night emergency service
Will Pet Oxygen deliver in case of bad weather?
Pet Oxygen will make possible arrangements for deliver due to current weather conditions. If the customer needs to be sent to the airport due to bad weather, an additional HKD200 will be charged for the bad weather service.
How do I return the oxygen machine?
Before the end of the oxygen machine lease, you can return it in person or use our collection service (the collection fee is HK$200/first machine; HK$200/second machine). (Extra charges apply for outlying islands, remote areas, and stairs)
Abnormal operation, loss, damage
How will the machine be charged if it is lost or damaged?
If the oxygen machine and other accessories are lost or there is any man-made damage, the following expenses will be compensated:
– If it is damaged but the machine can still operate, 10-20% of the price of the machine needs to be compensated
– 80% of the price of the machine will be compensated if it is damaged and unusable or lost
What should I do if the machine makes noise or cannot be used normally?
You can take a video and send it to us on WhatsApp
We will deal with it as soon as possible after understanding during office hours, and reply as much as possible outside office hours
If the machine is still unavailable, Pet Oxygen will arrange a replacement as soon as possible (replacement schedule will be confirmed by Pet Oxygen)