FAQ
Delivery
For orders ≥ $50 net & above in a transaction, we offer free domestic courier.*
For orders ≤ $49.99 net, you can choose either courier or tracked parcel accordingly to your needs.
– Top $5: courier with tracking number. Deliver to your home*
– Top $3.20: via Singpost with tracking number. (box size max limit 30cm x 19cm x 6.5cm). Send to your letter box*
It will take 2-5 working days after payment to reach you. (We are using third parties services, so we are unable to control the delivery time and day especially during festive period.)
*All services are not available to P.O Box areas and restricted areas e.g. Changi Airport, Cargo Complex, Alps Avenue, PSA Terminal, Army Camps (CMPB, Gombak Base, Airbase, Naval Base, Police HQ, Prison Complex, Police Coast Guard Base, Woodlands & Tuas Checkpoints, Jurong Island) and island areas e.g. Pulau Ubin, Pulau Tekong, Southern Island and Lazarus Island.
Please be informed that once order booking has been made, there will be no changes on the delivery details. Please double check your delivery address and contact.
Payment
LOCAL: All payments can be made by using PayNow (Acct: 93668561) , QR scan (Click HERE)
or Bank Transfer to POSB (Account: 126-40720-3). Please type in your invoice number in the remarks. We will arrange delivery as soon as possible.
OVERSEAS: Choose either PayPal (you can either pay by credit card or paypal account). However there will be a processing fee of 3.49% of total bill amount + S$0.49 per transaction. This payment will issue separately.
GST
We absorbed the GST.
Self-collection
Sorry to inform that we do not cater to self-collection at our premises at this moment.
Reward System
International Shipping
Sorry to inform you that we are unable to put international shipping cost as it varies from countries. However, you are still welcome to email us at clawsNpaws@outlook.com stating the items (SKUs & quantities) together with your country & state. We will check out the most economical shipping cost and will advise on the payment mode. Do not make any purchases first.
Overview of Refunds & Returns
We can only accept exchange or return due to suppliers/ manufacturers defects within 7 days upon delivery. If 7 days have passed after the delivery, there is strictly no refund.
To complete your exchange/return, we require the original invoice or proof of purchase. To be eligible for a return or refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable or refunds items:
- Gift vouchers
- Sales/ promotion items
- Food that your pets do not like or have allergies (ingredients are stated on website)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
For exchange/return, do send us an email with photographs to clawsNpaws@outlook.com with a subject “Exchange/return”.
We will get in contact with you within 3 working days.
Refunds
Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.
Late or missing refunds: If you haven’t received a refund yet, first check your bank account again. It may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of these and you still have not received your refund yet, please contact us at clawsNpaws@outlook.com.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at clawsNpaws@outlook.com with photographs and we shall follow up from there.
Shipping returns
To return your product, you should mail your product to us after you have contacted and informed us about it.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at clawsNpaws@outlook.com with a subject. We shall reply you within 3 working days.
