Shipping Policy

Singapore Local Delivery

Non-Frozen Items
Order $59 and above to get free door-step delivery (except for remote areas). For orders below $59, a flat delivery fee of $5 applies.

Delivery Time

Deliveries are from Mon - Sat for Non Frozen Items and Wed - Sat for Frozen Foods (excluding PH eve & PH). For urgent orders, you can contact us for a special arrangement at a fee ($10-$30 depends on your location).

Out of stock items

If one or more of the items you ordered is out of stock, we will notify you via WhatsApp. You can make changes to your order or request for a full refund.

However, do note that if the order amount becomes less than $59, a flat $5 delivery fee applies.

International Delivery

Available automatic weights shipment for certain country. however, if the items fall above the stated weight, we will contact you for further details or necessary action if required.

After we received your order, we will send you a confirmation email, please acknowledge the email by simply replying back the email we sent. If no reply received, order will be cancelled and there will be 10% restocking fees.

For other international Shipping please email or WhatsApp us with the item(s) that you would like to purchase together with your delivery address. We will get back to you within 2-5 working day with a delivery cost and estimated transit time. Please don't choose the Singapore delivery and key in your overseas delivery, if you did, your order will be cancelled with 20% restocking fees.

Alternatively, if you have your forwarder, you may use your Singapore forwarder too.

Please Note that liquid items are not be able to ship to overseas from Singapore. For Pet Supplements & treats, do check your custom regulation before you place an order with us, we will not be held for responsible if your order is confiscated due to the immigration regulations. any taxes incurred during import will be paid by buyer. if any parcel returned back to us, we will only refund the product(s) cost after 5% restocking fees and no refund for shipping fees as it has incurred shipping fees to send it over. any return shipping fees will paid by buyer at buyer cost.

Singapore Delivery Lead Times

Current lead times for delivery is 2-5 days depending on item in your orders.

Some items are usually will take additional 1-7 days to retrieve your order from our warehouse. However, we will try our best to ship out as soon as possible.

Most of our items are usually ship out the next day and expecting the parcel to arrive 1-3 working days after courier pick up scheduled (except Weekends, PH eve & PH). Fulfilment time will be cut off at 12PM daily.

International Lead Times

International Shipping will take a minimum of 10 working days and subjected to delay due to peak seasons or other reasons. You will receive shipping notification on your email once we shipped out your order. You can use the tracking to track your order.

We are not responsible of any delay caused by the transit and any lost parcel by your local delivery service.

Pre-Order

If you purchase our pre-order products, please check the ETA here, or you may contact us directly.

If you have any questions regarding our shipping services, feel free to drop us a WhatsApp Messages or Email us at woof@shopthepaw.com

Return, Cancellation & Exchange Policy

Overseas shipment are not be able to be cancelled or refund after order is confirmed. when you purchased from overseas, this clause is covered under our terms & conditions before you check out.

To be eligible for a return/refund/exchange.

• Your item must be in the same condition that you received it, unworn or unused, with tags INTACT not cut off, with plastic wrapping (if any and unopened) and in its original packaging (NO furs, NO scratch, NO stain, NO tear).
• Any of the tags, or wrapping must be unopened, good condition meaning not torn and damages (NO furs, NO scratch, NO stain, NO tear).
• We are not be able to process if your item is purchased during clearance, pop-up, live streaming, bundles, with gift card, pre-order or received as gift.
• You’ll also need the receipt or proof of purchase and within 7 days after the delivery delivered dates.

NO EXCHANGE OR RETURN FOR ANY WEARABLES ACCESSORIES (INCLUDING CARRIER), BED, PERISHABLES ITEMS LIKE FOOD, TREATS, SUPPLEMENTS, ANY LIQUID OR BALM ITEMS.

NO CANCELLATION ONCE ORDER IS CONFIRMED. HOWEVER, WE DESERVE THE RIGHTS TO CANCEL ANY ORDER WHEN NECESSARY TO PREVENT FURTHER INCONVENIENCE FOR BOTH PARTIES.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, do contact us directly to WhatsApp us within 7 days after the delivery date. we will not be able to do any exchange/refund if it is more than 7 days.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as treats, supplements & other food related), wearables accessories (such as leash, collars, harness, carrier, etc) and personal care goods (such as liquid / balm product) & Bed. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, preordered or gift cards and any goods that is not in original shape.

You can contact us at woof@shopthepaw.com or WhatsApp. If your return is accepted, we’ll send you a return shipping address, you must send it with paid & traceable delivery to us, because we are not responsible of any lost mail. An Items sent back to us without first requesting a return will not be accepted.

Exchanges

Once we received the return parcel, we will make changes on your current order and update you the status of the exchange.

Refunds

We will notify you once we’ve received and inspected your return after 3-14 working days and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method after deducting 10% restocking fees & delivery fees.

How much will you get back?
* Original total order - Delivery fees ($5.00 for regular delivery) - 10% restocking fees *
Example, if your total order is $100, delivery fees is $5 and 10% restocking fees of $10. You will receive $85 back to your original payment.

If rejected, you will need to come to our office to collect your item(s), or you can opt in for delivery at a fees.

Please remember it can take some time for your bank / credit card company / GrabPay / Hoolah / etc to process and post the refund to you. If after 7-14 working days and have yet to receive your refund, please contact us again and we will check on your behalf with our payment provider company.

You can always contact us for any return question at woof@shopthepaw.com or WhatsApp us.