FAQ

General Order Processing

Your order is confirmed once you receive an order confirmation from us via email, which includes an order reference number. If, for whatever reason, we cannot process your order, we will contact you on the phone number you have provided us.

If a product is Out of Stock, we will also contact you to advise you on the expected waiting time. We’d also be happy to make alternative recommendations if you can’t wait for the Out of Stock product to arrive.

1. What are the available modes of payment?

We accept payment through Paypal, MasterCard and Visa. If this is not your preferred payment mode, you may reach out to us. We'll do our best to help.

2. How do I know if my order has been shipped?

Please take a minute to understand our order-to-delivery process:

• Order Acceptance: Our cut-off time is 9.00am, Monday to Friday (except Public Holidays). Orders before 9.00am will be processed on the same day. Orders after 9am will be processed on the next working day. If your order is urgent, please contact our hotline.
• Dispatch: Orders that are in stock will be processed on the same day. Otherwise we will place an order from our suppliers to complete the order. We endeavour to dispatch your order between 1 to 3 days.
• Dispatch Notification: You will receive an SMS notification on the day when your order is ready to be delivered. If you do not receive the notification between 1 to 3 days, do reach out to us and we will assist you promptly.

3. Can I cancel or amend my order?

Once your order is placed, it is being processed to ensure you will receive your items as early as possible. Thus, amendments or cancellations options are unavailable.

4. Do you accept walk-in purchases?

Yes, of course. You may wish to call us in advance so that we can have someone available to attend to you.

5. Do you deliver on weekends & public holidays?

For our website orders, currently we only deliver from Tuesday – Fridays for now. Frozen Goods are subject to the SMS confirmation date.

6. Do you offer re-packing service?

We do not recommend repacking of kibbles as it will increase the possibilities of contamination and the quality of food will also be compromised. However, if you still require the service, we provide vacuum sealed repacking for a nominal fee of $5.00.

7. Do you guys sell on Shopee?

Yes, we do. Visit us at shopee store.

8. Can you guys deliver same day for urgent orders?

Please reach out to us if you have an urgent order to be delivered on the same day. Subjected to Delivery Fees charges

9. Can I opt for self-collection?

Yes, you can collect your orders at our retail store during operating hours from Tuesday to Sunday between 10.00am to 7.00pm. Please contact us for self-collection.

10. What if I am not at home at the time of delivery?

Our driver will attempt to call you for further instructions. In the event you are uncontactable, your order will be sent back to our retail store. You may arrange to self collect or re-deliver for a fee of $8.

11. What are the delivery options available?

• Orders above $70 - Free delivery (1 to 3 working days), Monday to Friday, 10.00am to 10.00pm
• Orders below $70 - Delivery charges at $8 (1 to 3 working days), Monday to Friday, 10.00am to 10.00pm
• Same day delivery (Subject to availablity) - Delivery charges at $15 (At least 4 hours in advance, Cut off timing: 5.30pm) Monday to Sunday, 10.00am to 10.00pm.

12. Do you ship internationally?

Currently we do not ship out of Singapore.