FREQUENTLY ASKED QUESTIONS
🛒 ORDERS + PAYMENT
How do I pay?
CREDIT CARD visa, mastercard, american express, paypal, apple pay, google pay or shopify pay
PAYNOW to 201317933H - choose Unique Entity Number (UEN) instead of mobile no. in paynow
BANK TRANSFER to DBS current 100-902607-3 online or via ATMs
CASH ON DELIVERY it'd be awesome if you could provide exact amounts of your order for our dispatch crew or inform us in advance if you need us to prepare change for you
Can I cancel or amend my order?
Yes, you may cancel or amend your order if it has not been processed for shipping. Kindly contact us via the live chat button at the bottom right of our website or via our contact page and we'll do our best to help.
Why is my discount code not working?
We apologise in advance if a technical glitch has occured. Otherwise, your discount code may be expired or your order may not have met the requirements tagged to the code.
If you have confirmed that this is not the case, kindly contact us via the live chat button at the bottom right of our website or via our contact page and we'll be happy to assist you.
Do you price match?
We actively scour the market to price-match the lowest* listed prices in Singapore without further undercutting.
This ensures that you enjoy the best prices while protecting the industry and our community.
As consumers ourselves, we believe in buying at the cheapest price but we're also an ethical business that respects suppliers and distributors who risk it all to bring our favourite brands to Singapore.
Some distributors enforce a Minimum Advertised Price (MAP)* to protect the industry from unhealthy price wars. If you see a price lower than ours in some cases, we invite you to contact us via the live chat button at the bottom right of our website or via our contact page).
If it does not go against our distributor's MAP*, we'll gladly price-match the product.
The following knowledge gives you the freedom of shopping these brands without the worry of finding it cheaper elsewhere. Support our local distributors by adhering to their maximum discounts:
15% THE HONEST KITCHEN
20% ZIWI PEAK
*refers to regularly listed price exclusive of discounts, promotions, flash sales, warehouse sales and subscription pricing.
Can you repack kibble into smaller bags?
The short answer is no, the Singapore Food Agency (SFA), previously known as Agri-food and Veterinary Authority of Singapore (AVA) does not allow retailers to repackage food. And for good reason! Repackaging does more harm then good and we will not compromise.
The long answer is this:
COMPROMISED FRESHNESS & QUALITY yes you read right. the irony of repackaging is that food is actually compromised once it leaves it's original foiled packaging and touches the (often times) plastic ziplock bags that retailers who offer repackaging services use.
ORIGINAL IS BEST food packaging is designed with a purpose - it is internally foiled to prevent oxidation in order to keep food shelf stable. when fats and oils in kibble hit the walls of plastic bags or containers, they begin a self-propagating and unstoppable reaction that turns kibble rancid.
GLASS OVER PLASTIC on the same note, storing kibble directly in plastic food containers at home has the same effect. if you like the convenience of using plastic food containers, we recommend placing the entire bag of kibble (in it's original packaging) into the container. or, pick glass containers over plastic always.
CONTAMINATION let's get real, pet store retailers are not professionally trained, hygiene monitored food handlers with proper clean kitchens in their warehouse. untrained staff with no safety standards touching my precious pooch's food? hell no.
🚀 SHIPPING + DELIVERY
How much is delivery?
Delivery is FREE for orders above $39! We'd still appreciate if you'd help us by consolidating your orders so that we can reduce our carbon footprint together.
Orders below $39 will incur a $7 delivery fee.
We also offer same-day delivery for $15, subject to stock availability. Kindly contact us to confirm availability via the live chat button at the bottom right of our website or via our contact page before placing your urgent order.
How fast is delivery?
We try our best to process orders on the same day and aim to deliver orders within 72 hours of order placement. This means that you may even receive your order on the same day!
In the event of high order traffic, orders received before 9am on Mondays to Fridays (excluding Public Holidays) will be processed on the same day. Orders received after 9am will be processed by the next business day.
What if my order is urgent?
We've all been there and we understand the moments that we have an urgent need to fix an itch, dress a wound, or simply feed our pets!
It's our obsession to deliver your order as soon as possible but if you need that additional priority, we do offer same-day delivery for $15, subject to stock availability. Kindly contact us to confirm availability via the live chat button at the bottom right of our website or via our contact page before placing your urgent order.
What day & time is delivery?
You have 4 options:
ALL DAY ERR DAY (weekdays & weekends 10am - 10pm)
this preferred flexible choice allows us to plan our delivery routes to optimise reduction of our carbon footprint and save transportation costs which in turn translates to more offers for you and our community.
WEEKDAY PM (mondays to fridays 6pm - 10pm)
perfect for the working pawrents!
WEEKEND ONLY (weekends & public holidays 10am - 10pm)
prefer weekend deliveries? no problem! in order for us to fulfil weekend deliveries within 72 hours, your order must be placed before 9am on thursday. orders placed after this may be delivered the following weekend.
SAME-DAY (before 10pm)
kindly contact us to confirm stock availability via the live chat button at the bottom right of our website or via our contact page before placing your urgent order.
Do you deliver on weekends and public holidays?
Yes! Simply choose our WEEKEND ONLY delivery option when you check out.
In order for us to fulfil weekend deliveries within 72 hours of order placement, your order must be placed before 9am on thursday. Orders placed after this may be delivered the following weekend if you have selected WEEKEND ONLY delivery.
How do I know if my order is on it's way?
We aim to deliver orders within 72 hours of order placement and will notify you once your order is ready to be delivered. If you do not receive a notification within 3 business days, kindly contact us via the live chat button at the bottom right of our website or via our contact page and we promise to assist you as soon as possible.
Can I track my order?
Yes! Enter 'Track <order #>' in the live chat button at the bottom right of our website and we'll be happy to share your live status with you.
What if there's no one home?
Our dispatch crew will get in touch with you via the contact no. that you've submitted on your order. If no one is home to receive your order or we are unable to contact you for further instructions, your order will be left in your electrical/gas & water riser, at your door/gate, or with your security.
If you have other preferences, kindly leave us delivery instructions when you place your order or contact us via the live chat button at the bottom right of our website or via our contact page before your order is dispatched.
I missed my delivery because security denied access. How now?
In the event that residential security has denied access to our dispatch crew, refused to accept a package on your behalf and we were unable to contact you via the number that was provided, your order will be returned to our fulfilment centre.
A redelivery fee of $7 will be incurred in order for us to arrange a second delivery.
To avoid disappointment during delivery, we strongly recommend that you double check the accuracy of your delivery details and leave us necessary instructions when you place an order.
Do you ship internationally?
Yes we do! However, the weight of products from 12kg kibbles to 200g toys is too varied for us to provide a fair blanket rate so kindly contact us via the live chat button at the bottom right of our website or via our contact page and let us quote you fairly on your specific order.
😛 LICK ME REWARDS
What's with all this licking?
Licks are how our furballs show their love for us and we'd like to give you more licks than you can handle.
Our unparalleled rewards program let's you enjoy up to 3.3% in rebates. The more you earn and accumulate, the more you save.
How do I get licked?
Create an account and just like that, we'll send you 100 licks which you can redeem for $2 off your next order!
Our unparalleled rewards program let's you enjoy up to 3.3% in rebates.
How do I earn licks?
Earning licks is easy peasy! You get ↓
100 LICKS for creating an account
100 LICKS for referring a friend*
1 LICK for every $1 spent
20 LICKS for completing your account profile
50 LICKS on your birthday
50 LICKS for following us on instagram**
50 LICKS for liking us on facebook**
50 LICKS for sharing us on facebook**
10 LICKS for reviewing a product***
*you will receive licks when your friend makes their first purchase
**via the button in the 😛 LICK ME 😛 pop up on the bottom left of our website
***you can review 5 products every month
What can I do with licks?
Feel loved and redeem ↓
$2 OFF with 100 licks
$5 OFF with 300 licks
$10 OFF with 500 licks
$25 OFF with 1000 licks
$50 OFF with 1500 licks
Do I earn licks on my subscriptions?
Yes, Yes, Yes! You still earn the usual 1 lick per $1 spent while saving with subscriptions. The best.
Do licks expire?
No, never. Because we believe in forever.
Do redemptions expire?
Redeemed rewards are valid for 1 year. This gives you a generous amount of time to use your reward and you don't even have to remember the coupon code you received, just click the 😛 LICK ME 😛 pop up at the bottom left of our website and viola, your code is there for you to view and use as and when you please.
I redeemed a reward but forgot the coupon code!
Not to worry! Just click the 😛 LICK ME 😛 pop up at the bottom left of our website and viola, your code is there for you to view and use as and when you please.
What? When? Why?
SAVE AN EXTRA 5% off stuff that you need all the time like food, supplements and shampoo!
HACK YOUR LIFE automate and never worry about forgetting to order on time again!
SUIT YOURSELF choose from 2, 4, 6, 8 & 12 week delivery frequencies or customise your own.
SWAP ANYTIME change brands and flavours as you please while still enjoying the extra 5% off.
SKIP ANYTIME in one click when you don't need a delivery.
CANCEL ANYTIME no questions asked.
Do I get 5% on top of promo prices?
YES! You enjoy an extra 5% off whatever promotional price is shown on the product page. On your first order and EVERY recurring order. Way to lock in those savings!
Do I get 5% off every recurring order?
YES! You enjoy an extra 5% off on first order and EVERY recurring order. Way to lock in those savings!
Are there subscription fees or a minimum duration?
Not at all! There are no fees, just additional savings of 5% on top of whatever promotional price is shown on the product page. On your first order and EVERY recurring order. Way to lock in those savings!
There's absolutely no minimum duration, you can cancel your subscription or skip deliveries at any time.
Can I cancel any time?
YES! You can cancel, skip or change the frequency of your delivery any time you please!
Can I swap, add or remove products any time?
YES! Subscriptions are fully customisable any time you (or your pet) change your mind. You can swap, add or remove brands and flavours or even change quantities as you please while still enjoying the extra 5% off.
You can even change the frequency of your delivery if you need a product sooner or later.
What if I need a product sooner or later?
No problem! Simply login to change the frequency of your delivery or skip an entire delivery in one click.
Do I have to place separate orders for subscriptions?
Absolutely not! Our seamless system allows you to checkout both one-time purchases and subscriptions all in the same order.
Can I pay by cash, paynow or bank transfer for subscriptions?
Cash on Delivery, PayNow and bank transfers are not available for subscriptions at this time.
How much is delivery for subscriptions?
Subscriptions enjoy the same FREE DELIVERY above $39.
Subscriptions below $39 will incur a $7 delivery fee.
Can I change my delivery address?
Sure thing! Simply login and edit your address.
How do I know when my order is on it's way?
You will receive an email 3 days before your card is charged for a recurring delivery.
We will also let you know when your order is dispatched and on it's way.
Do I enjoy promotions throughout my subscription?
Selected promotions are time sensitive and will be fulfilled for all recurring orders until the promotion is over. E.g. If you subscribed to The Honest Kitchen Grain Free Turkey Food while there was a promotion for a free bag of Nuzzles treats with every purchase. You will receive the free bag of treats in every recurring order for as long as the promotion is available on our store.
Likewise, if a product that you are subscribed to is now on promotion with a free bag of treats, you will receive the treats even though the promotion was not on when you initially subscribed.
Will my subscription be cancelled if my credit card expires?
Not to worry! We will send you a notification 30, 15 and 3 days before your card expires so you will have sufficient time to ensure that your subscription gets delivered as scheduled.
Simply login and update your payment information.
💘 RETURNS + REFUNDS
Something's wrong with my order, what do I do?
We're really sorry about this but kindly allow us to make it right. Whether you have an issue with a wrong, damaged or missing item(s), kindly contact us via the live chat button at the bottom right of our website or via our contact page and we'll fix it right away.
Can I exchange or return stuff?
Sure thing! If you are not entirely satisfied with an item, get in touch with us within 7 calendar days of order placement via the live chat button at the bottom right of our website or via our contact page and we'll be here to make it right.
Items eligible for exchanges or returns :
- product was purchased in the last 7 days
- product is in its original, undamaged, sealed packaging
- product isn't used or damaged
- product is not a frozen food
- product was not purchased at sale price, promotional price or with a discount code
- you have proof of purchase
How long do refunds take?
From the time that we receive and accept your item(s) for a refund, kindly allow 14 business days for the purchased amount to be refunded to your original payment method. We will process your refund as soon as possible but time is also bank dependent.