A1: Yes, all PETKIT products sold by Aquafilo are official Hong Kong domestic stocks. They come with official local warranty and authorized after-sales repair services, rather than parallel imports of unverified origin.

A2: Perfectly suitable. All products we sell strictly comply with the Hong Kong 220V voltage standard and come with UK standard 3-pin plugs that meet local electrical safety regulations. No extra 2-pin to 3-pin adapters are required.

A3: Parallel imports have three major risks: First, voltage mismatches can damage the circuits; second, PETKIT enforces a strict geofencing (lock-zone) policy, meaning foreign units cannot connect to the local App; third, they carry zero local warranty rights.

A4: We offer a one-year local limited warranty for PETKIT smart appliance main units. The warranty starts from the date of purchase stated on your invoice or receipt, not the delivery date or the App activation date.

A5: No, it does not. The official warranty applies solely to the main unit hardware (e.g., motors, circuit boards, displays). It excludes daily consumables such as filters, activated carbon cubes, purifying liquids, desiccants, mats, and plastic casings.

A6: Simply keep your electronic order confirmation or purchase receipt from Aquafilo and contact our customer support team. We will guide you to the authorized local HK repair center for inspection, repair, or eligible replacements.

A7: The warranty becomes void if there is unauthorized disassembly, damage caused by using non-original consumables, water ingress (especially into non-waterproof circuits), physical drops, or if the device is taken out of Hong Kong (cross-region use).

A8: Absolutely not. As long as you purchase Hong Kong official stocks from Aquafilo and pair them within HK network environments (Netvigator, HKBN, HGC, etc.), you can perfectly access all smart and remote features.

A9: No, you cannot. Since 2024, PETKIT has implemented a strict global lock-zone policy. Devices bought in Hong Kong will be restricted under overseas network environments and cannot connect via the App.

A10: This is a rumor. The regional lock is written directly into the motherboard chip and server configurations during manufacturing. Neither Aquafilo nor the original manufacturer's customer service can manually unlock foreign parallel imports.

A11: Yes, it will. The feeder has an internal memory chip that saves your configured feeding schedules. As long as the device remains powered, it will dispense the exact portion at the scheduled time even without Wi-Fi.

A12: When your home Wi-Fi signal drops, the device loses synchronization with the cloud servers, prompting an offline status in the App. Existing schedules will still run, but any newly modified plans during the offline period cannot be saved to the machine.

A13: Certain models feature a food weight tracking sensor. If batteries are installed while food is present, the machine mistakenly incorporates the battery weight into its empty tare balance, leading to inaccurate remaining food readings in the App.

A14: You need to perform a "Food Calibration" in the App. Please note that during calibration, the feeder will automatically empty all contents from the tank to reset its zero-point. You can pour the kibble back in afterward.

A15: Please check in this order:

1. Ensure your home Wi-Fi is on the 2.4GHz band (5GHz Wi-Fi and public networks requiring web authentication are not supported).
2. Check if your Wi-Fi password contains special symbols; try changing it to pure alphanumeric characters.
3. Hold the Reset button for 5 seconds until the indicator flashes, turn on your phone's Bluetooth, and re-add the device in the App.

A16: This happens because the cloud data hasn't synced. After refilling, click "Remote Feed" in the App or press the physical feed button once. Executing one physical dispense prompts the sensor to refresh the data.

A17: Please check if you have enabled the "Child Lock" feature in the App. This function prevents curious pets from stealing food by clawing at the button. Once turned off in the App, the physical button will respond normally.

A18: The machines support most dry, freeze-dried, and air-dried pet foods. To prevent jamming, ensure the kibble diameter is within 12mm to 15mm, and avoid overly sticky or massive freeze-dried chunks.

A19: Weight sensors are highly precise. Inaccuracies occur if: 1) The machine is placed on a carpet, soft mat, or uneven floor; 2) Crumbs or hair are trapped underneath the bowl. Place the unit on a hard, flat floor, clear the debris, and run a "Bowl Tare Calibration" in the App.

A20: Yes, it is perfectly normal. When ambient light is low, the camera automatically switches to Infrared Night Vision. The faint glow is the infrared fill light, allowing you to monitor your pet in pitch black safely without harming their eyes.

A21: Without an SD card, videos are saved to the cloud based on your PETKIT Care+ subscription plan. For 24/7 continuous local recording, we recommend inserting a Class 10 Micro SD card, supporting up to 64GB.

A22: You can switch the device to "Privacy Mode" or set a "Scheduled Sleep" timer directly within the PETKIT App. Once activated, the camera lens will completely shut down.

A23: No. Once the administrator account deletes the video record from the cloud or SD card, it is completely wiped from the server/hardware, and it will simultaneously disappear from all shared family accounts.

A24: To keep kibble fresh and crunchy under Hong Kong's humid climate, it is recommended to replace the dedicated desiccant every 30 days. The App tracks its lifespan, and you can purchase official PETKIT desiccant refills anytime at Aquafilo.

A25: The 304 stainless steel bowl, plastic dish, and detachable food tank can be washed directly under running water. However, the main base unit housing the motor and circuits must never be washed. All parts must be completely dry before reassembly.

A26: Check these steps: 1) Check if the pump filter is clogged with pet hair or lint; 2) Check if the metal contact pins on the bottom of the water tank have water stains or rust (wipe them with an eraser); 3) Ensure the water level is above the minimum mark.

A27: This is typically caused by saliva biofilms or limescale building up inside the pump motor. Disassemble the water fountain, take out the wireless pump impeller to clean it, clear any tangled hairs from the axle, and verify the original filter film is peeled off.

A28: A blinking white light usually indicates a filter replacement reminder. After replacing with a genuine PETKIT filter, you must press and hold the Reset button on the machine base to clear the warning and reset the filter lifespan counter.

A29: No, they cannot be reused. The filter contains activated carbon and ion-exchange resins; rinsing only removes surface hairs but cannot restore absorption properties. Replace every 60 days under Smart Mode or every 30 days under Normal Mode.

A30: This is normal. The filter contains natural coconut-shell activated carbon, which generates tiny carbon dust during transit. Before first use, soak and rinse the new filter in clean water for 2-3 minutes to wash away the loose dust.

A31: New generation PETKIT fountains (like SOLO 2 or Eversweet Max) utilize wireless induction pumps. There are no power cords connected to the inner tank. You can lift the tank directly to the kitchen sink for washing, eliminating any cord-related short-circuit risks.

A32: Absolutely not. The fountain is exclusively designed for filtering and circulating clean drinking water. Liquids containing proteins, fats, or sugars will cause rapid bacterial growth within hours, ruin the filter, and likely burn out the motor.

A33: Given HK's humid summers, we highly recommend fully disassembling and changing the water every 3-5 days. While the filter catches debris, manually scrubbing off the slimy bio-film inside the tank remains the best way to deter pests and bacteria.

A34: PETKIT fountains feature an ultra-quiet spring design. If it becomes loud, check if:

1. The water level is too low, causing the pump to draw in air.
2. The unit is vibrating against nearby walls or furniture (place a soft mat underneath).
3. The pump impeller is loose; open and press it tight.

A35: A 2000ml capacity generally fulfills an adult cat's drinking needs for about 8 to 10 days. However, for multi-pet homes or during blazing hot summers, evaporation speeds up, so fill it up fully and set it to Smart Mode before leaving.

A36: PETKIT litter boxes (like Pura Max or PUROBOT MAX PRO 2) integrate a highly sophisticated xSecure Safety System. This features infrared sensors, thermal detection, weight sensors, and anti-pinch current cut-offs. The machine halts instantly whenever a cat approaches or enters.

A37: Please check the "Cleaning Delay Time" setting in your App. To allow the cat litter sufficient time to clump and encapsulate waste, the machine defaults to waiting a few minutes. Additionally, if your cat lingers nearby, the thermal sensors will constantly push back the timer for safety.

A38: To ensure weight sensors register accurately, it is recommended for cats weighing over 1.5kg and aged over 6 months. For small kittens under 3 months, you must disable auto-cleaning in the App and run clean cycles manually under your direct supervision.

A39: The machines feature excellent litter compatibility, supporting tofu litter, clay litter, mixed litter, and bentonite. Any "clumping" type litter works perfectly. Non-clumping crystal litters or large traditional wood pellets are not compatible.

A40: Weight sensors sit on the four bottom feet of the litter box. Ensure that: 1) The unit is placed on a hard, flat floor, never stepping on litter mats or carpets; 2) The machine does not touch surrounding walls or furniture. Run a weight calibration after moving the unit.

A41: While the waste drawer holds a massive volume, Hong Kong's summers are brutally humid. To dodge insect breeding and odors, despite built-in spray deodorizers, we highly advise HK owners to empty and swap the waste bag every 3-5 days.

A42: Absolutely not. You must use the official PETKIT Purifying Solution. It is certified non-toxic and entirely safe if cats lick or inhale it. Standard sanitizers or alcohol can corrode the plastic components or trigger severe respiratory allergies in pets.

A43: No, not entirely. The detachable cylinder drum, the leak-proof liner, and the waste drawer can be fully disassembled and washed under water. However, the base unit harboring the motherboards, motor, and power ports must never be washed; clean it gently with a damp cloth instead.

A44: No, you don't. PETKIT features an "Empty Litter with One Click" function. Simply tap it on the panel or App; the drum rotates backward to dump all clean and waste litter down into the waste drawer automatically.

A45: We recommend leaving the power off initially. Put some old litter with their familiar scent inside the drum. Place the machine exactly where their old litter box used to sit, and only plug it in once they have confidently used it a few times.

A46: To maintain stable long-distance data transmission, most smart home hardware chips operate on the 2.4GHz Wi-Fi band. If your HK router uses a 2.4G/5G combined signal, contact your ISP or log into your router settings to split them into two separate Wi-Fi names.

A47: For lightweight consumables or smaller items (filters, fountains), we primarily dispatch via SF Express. For massive items like smart cat litter boxes or bundled sets, we assign them to specialized bulky-goods local delivery teams to ensure safe handling to your doorstep.

A48: Yes, we deliver across Hong Kong. However, due to regional logistics restrictions or the manual labor needed to haul heavy items up buildings without lifts (staircase fees apply), additional surcharges may be applied by the carriers. Please check with Aquafilo live chat before ordering.

A49: Take photos or video recordings of the outer carton, delivery slip, and damaged parts within 24 hours of receipt. Immediately report it to Aquafilo customer service, and we will file a logistics claim to organize an express replacement or parts dispatch.

A50: Firmware updates rely on simultaneous Bluetooth and Wi-Fi communication between your phone and the hardware. Ensure your phone is placed close to the device (within 1 meter) and do not close the App during progress. If it fails, power-cycle the machine and try again.