Frequently Asked Questions

General Questions

What is JoyToyZone?

JoyToyZone is a pet memorial keepsake brand operated by HONG KONG PERENNIS LIMITED. We design and source small memorial items such as pet fur keepsake capsules, memorial keychains, and locket pendants to help pet owners preserve memories of their beloved cats and dogs.

Where are you based?

We are operated by HONG KONG PERENNIS LIMITED, located in Kowloon Bay, Hong Kong. Our products are shipped from our fulfillment location in Hong Kong.

How can I contact you?

You can reach us through the information on our About Us page, or email us directly at hkperennis@outlook.com. We typically respond within 1–2 business days.

Product Questions

What are your products made of?

Our products are made from materials such as high-quality plastic, PU leather, metal hardware, and transparent acrylic or resin components. Exact materials are listed in each product description. If you have allergies or sensitivities, please review the material details before purchasing.

How do I put my pet’s fur inside the keepsake?

Most of our keepsake products open with a small screw-top, clasp, or hinged compartment. You can gently place a small amount of fur, whiskers, or ashes inside using tweezers or by hand. Instructions are included with each order. For specific guidance, please contact us with your order number.

Are these products waterproof?

Unless specifically stated in the product description, our keepsake items are not fully waterproof. We recommend keeping them away from water, excessive moisture, and direct sunlight to preserve both the item and its contents.

Can I customize the product?

Most of our current products are standard designs without personalization. If you are looking for a custom engraving, color, or size, please email us before placing your order. Custom or personalized items are non-returnable unless defective.

Order & Payment

What payment methods do you accept?

We accept major credit and debit cards, as well as payment methods supported by our secure checkout provider. Available payment options will be shown at checkout.

Is my payment information secure?

We use industry-standard SSL encryption and trusted payment processors. Your payment details are handled securely and are not stored on our servers.

Can I change or cancel my order?

You may request an order cancellation within 12 hours of placing the order, or before the order has been dispatched, whichever comes first. Once an order has been shipped, it cannot be cancelled and must go through the return process.

To request a change or cancellation, email us at hkperennis@outlook.com with your order number.

Shipping

Where do you ship to?

We ship to the countries and regions available at checkout. If your country is not listed, we may not currently offer delivery to that location.

How long does shipping take?

Orders are processed within 1–3 business days. Estimated delivery times after dispatch are:

Delivery estimates are provided by carriers and are not guaranteed.

How much does shipping cost?

Complimentary standard shipping is available on qualifying orders. Any shipping fees will be clearly displayed at checkout before payment.

How can I track my order?

Once your order is dispatched, we will send a shipping confirmation email with tracking information. You can also email us at hkperennis@outlook.com for tracking assistance.

Will I need to pay customs duties or taxes?

International orders may be subject to import duties, customs fees, VAT, or other local taxes charged by the destination country. These charges are the responsibility of the buyer and are not included in the product or shipping price.

Returns & Refunds

What is your return policy?

We accept returns within 14 days of delivery. Items must be unused, in their original packaging, and in the same condition as received. Proof of purchase is required.

Which items cannot be returned?

The following items are not eligible for return:

• Used, washed, altered, or damaged-after-delivery items
• Items missing original packaging or parts
• Items returned more than 14 days after delivery
• Personalized or custom-made items, unless defective or incorrect

How do I start a return?

Email us at hkperennis@outlook.com with your order number and reason for return. We will review your request and provide return instructions within 2 business days.

Who pays for return shipping?

• For change of mind returns, the customer pays return shipping. Original shipping fees are not refunded.
• For damaged, defective, or incorrect items, we cover the return shipping cost and issue a full refund or replacement.

When will I receive my refund?

Approved refunds are processed within 5–10 business days after we receive and inspect the returned item. The time for the refund to appear in your account depends on your bank or payment provider.

What if my item arrives damaged?

Please contact us within 7 days of delivery at hkperennis@outlook.com. Include your order number and clear photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you.

Contact Information

Company: HONG KONG PERENNIS LIMITED
Email: hkperennis@outlook.com
Phone: +852 6944 7843
Address: RM 33, 18/F Metro Centre 2, 21 Lam Hing Street, Kowloon Bay, Hong Kong

Last updated: September 23, 2026