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Hello Pal Shipping Policy


Hello Pal handles all packages with care but as soon as they are received by the shipping office/service, they are no longer in our control. Package deliveries may get delayed due to weather conditions etc. and for that we will not be held responsible as it is not in our hands to control such matters.


Shipping Duration

Depending on your shipping method, your package will take 2-9 working days for complete delivery if shipped through the Express method (handled by FedEx) or 10-45 working days for Regular surface mail (Regular Post).

Instructions for tracking your package will be sent to your email address as soon as your package is sent out, and you may request for your tracking information by writing to support@hellopal.com (for both delivery methods).

  • For items shipped through the EXPRESS METHOD, deliveries are handled by FedEx. You may track your package through their website at https://www.fedex.com
  • For items shipped through the REGULAR METHOD, deliveries are handled by the local post office (Hong Kong Post). You may track your package through their website at https://www.hongkongpost.hk/en/mail_tracking/

Items shipped through Regular mail may also be tracked through the destination country’s local post office website.

Note that the reliability of tracking is subjective to the capability of the courier. Express mail customers are offered the most detailed tracking service, whereas regular mail customers are only afforded what is provided by Hong Kong Post and their destination country’s postal service.

All Hello Pal products are manufactured, assembled, and shipped from Hong Kong.

Should the package be returned to us due to a mistake in address made by the customer or unavailability of the recipient, the customer will be required to pay for a second shipping fee to re-ship the product.


Customs, Duties, and Taxes May Apply

You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Hello Pal, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped to a country may be subject to customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.


Hello Pal Return Policy

Please follow this link for our Return Policy.