Terms And Conditions

Customer Service Hours

Our order customer service hours are avialable Monday through Friday from 9:00 am through 6:00 pm. For any question or query, please feel free to contact us by emailing us at info@petophotelsupply.com


Payment Methods

We accept bank SWIFT transfer for bulk order, and Paypal or Western Union for samples charge.



Prices and terms are subject to change without notice. All pricings on our site is not final offer, please contact us to ask discount when you order in bulk. All shipments will be charged according to package volume size, weight and shipment distance.

Delivery Times

For in-stock orders with oversea shipment, usually it will take about 10 days to prepare everything till loading. After order receipt, it will take time on order picking, package, custom clearance document preparation and shipment arrangement.

For customized orders, it may take about 30-35 days on production. If your delivery time is over a holiday, please add an additional day for delivery. Inclement weather can also add an additional day to delivery. All customized orders delivery times are estimated, and subject to our final confirmation.

Shipping Cost

Shipping and handling charges are not included in our online prices. Automatic shipping calculation will be available for your reference before payment procedure. When you write in the specific shipping address, order system will provide different shipping ways for your option. Ocean freight will depend on order volume, size and shipping distance.


Package Method

Package size and weight affects choice of carrier. For bath amenities products, for example, shampoos and soaps, each carton weight is less than 12KG and 0.1CMB. For towels and bedding sets, usually they would be available in vacuum packaging, with less than 40KG per pack. And other large size products of lobby and room service equipment, for example, the housekeeping cart and luggage truck, can be packed into wooden-frame carton to keep products safe during transport.

Shipping Way

Depending on order volume, size and shipping distance, shipping way can be affected automatically. Small packages can be arranged by courier service, and for order volume larger than 0.1 cbm and less than 1 cbm, we recommend the air shipping way. Ocean shipping is a priorty solution for order volume over 1 cbm with sufficient time for customers to handle.

By Sea

As shipping method is based on the size and weight of the merchandise, the number of boxes, and the distance of shipment, there will be different shipping ways for option. For volume size and weight over 1 cbm, and customer has sufficient time and enough supplies in stock, we suggest ocean shipping for choice. Except for delivery to base port, we can also be helpful to offer custom clearance service and door to door delivery service.

By Air

For order shipment volume size and weight is larger than 0.1 cbm and less than 1 cbm, it is more economical to be shipped out by air. We choose the most competitive logistics service providers to save customers' cost. Meanwhile, door to door delivery service can be provided upon requested.

By Courier

For small package order, we usually choose DHL, UPS, FEDEX, USPS and HK POST to arrange shipment for customers. Depending on distance of shipment, we would compare with different couriers and choose the best solution for customers to help save cost.

Transit time

Shipping transit time is based on commercial address and the distance of the shipment. For ocean shipment, it usually takes about 7 days for Asia line, and 2-3 weeks to Europe, America, Astralia main base ports. 3-4 weeks is requested to be sent to Africa, South America base ports. For inland point cities, it will take 2-3 more weeks when goods arrived to base port, and about 1 week for custom clearance processing. Please place orders with sufficient time on handling of shipment.

Shipping Addresses

Shipping rates posted online and final shipping freight reflect commercial address rates, residential address is unacceptable as we are primarily business to business.


During transportation, we will arrange a full set of documents for your custom clearance when orders delivered. Depending on trade terms, we provide different documents to assist you to clear import custom.

For EX-Works and FOB trade term, commercial invoice and packing list will be provided for custom clearance.

For CFR, CIF, DDU and DDP trade term, except for invoice and packing list, insurance documents will also be offered.

Certificate of Origin will be applied as customers' request. Bill of lading will also be provided to assist you on custom clearance.

Quality Control

All products purchased from us conform to ANSI/ASQ Z1.4 standard to provide inspection plans, procedures and acceptance levels, with swtiching rules on a continuing stream of lots for Acceptance Quality Limit (AQL). Each order will be inspected before shipment. Customer can arrange third-party testing agent to inspect products before shipping out. Additional inspection fee will be requested. Meanwhile, lab testing is also available. Additional fee is required. After inspection and shipment, any damage, wearout or shortage during transportation is not responsible by us.

Delivery Notice

After departure, a delivery notice will be issued to customers, updating the departure date and estimated arrival date by email to remind customers to arrange import custom clearance and taking delivery of goods.


When a shipment arrives, all shipments must be inspected upon delivery. Make sure that your ordered items are correct. Examine each carton for goods condition carefully. If you find any damage or discrepancies, please contact insurance company and shipping company directly to file a claim with the insurance documents.


Due to the specificity of disposable products, and after inspection by agent, if there is any damage or discrepancies, please contact insurance company and shipping company. We don't accept return products due to the long distance shipment and complicated import custom clearance processing.

Custom products will be returned if we did not follow your instructions or if there are defects in materials and workmanship at the time of delivery.

Stock Condition

After inventory of orders, for bath toiletries products, it should be stored in cool and dry place; and towels and bedding sets, please store them in cool, dry and moisture-proof places. We will not take any responsibility for any damage, wearout or breakage caused by the negligent actions or rough handling.