Frequently Asked Questions
Raising a pet is not an easy task and we are here to walk this journey with you, one paw at a time.
If you are not able to find an answer in our FAQ, reach out to us at hello@mrpawsome.com.sg or 8788 3890
Orders
How soon will my order be confirmed?
Your order is confirmed when you receive an order confirmation email from us. Should there be any issues with your order (eg. out of stock items), we will reach out to you at the phone number that you have provided us at the checkout page.
I never got my order, what now?
Orders are delivered between 1-3 working days.
If you have yet to receive an update on your order status from us by then, or have yet to receive your order, please reach out to us on WhatsApp or email at hello@mrpawsome.com.sg and we will assist you with top priority.
My order is urgent, is there any way I can get it earlier?
If you require your order urgently or on the same day, please drop us a message on WhatsApp at 8788 3890 to check if we are able to accommodate to the urgent request.
All urgent same day deliveries have a S$15 charge.
Alternatively, you may reach out to us to arrange to self-collect your order.
An item I ordered is out of stock, what happens now?
If a product you ordered is out of stock, we will reach out to you at the number you have indicated at checkout to further advise you on when the product is estimated to be restocked. You can choose to wait for the item to be restocked or get a refund on the unavailable item.
If you prefer to replace the out of stock product with an alternative, we would be more than happy to provide our recommendations. If the alternative product selected is priced higher than the original product, you will need to pay the increment, and if it is lower, we will refund you the difference.
I am facing issues with my order/checking out
If you are facing any issues with your order or have any trouble with the checkout process, reach out to us on WhatsApp by selecting the Chat with us button on the bottom right of your screen or dropping us a message on WhatsApp directly at 8788 3890.
I have a special request for my order
If you have any special requests such as how you would like your order packed or delivered, you can fill up the Special Instructions box in your cart.
If we are not able to proceed with any of your requests, we will reach out to you to find an alternative solution.
Shipping & Self-Collection
Is delivery free?
Delivery is free for all orders S$59 and above. If your order is below S$59, there will be a delivery charge of S$8. This fee will be added to your order on the checkout page.
Urgent delivery fees are charged at S$15 per location.
How long will my order take to reach me?
All orders are delivered within 1 to 3 working days upon order confirmation. Deliveries will be made between Monday to Friday (9am - 6pm)* and Saturday (9am - 1pm)*. You will receive an SMS notification on the day of the delivery to inform you of the latest time that you will receive your order.
*Do note that the latest delivery timings may change depending on the delivery load for the day and may stretch past the time indicated here.
How do I track my order?
You will receive an SMS notification from us on the day of the delivery and it will include a tracking link that you can use to check the location of your order.
Can I self-collect my order?
Self-collection is available via appointment only.
Please reach out to us on WhatsApp via the Chat with us function on the bottom right corner of your screen or at 8788 3890 to arrange for self-collection
What if I am not home when my order is delivered?
Our delivery staff will try to reach you at the number you have provided us at checkout. If no one is at home or if you are uncontactable for further instructions, your order will be placed at your doorstep.
You will receive a Proof of Delivery picture that can be viewed in the link sent together with our SMS notification when your order has been delivered.
Unfortunately, we will not be able to leave your order at the gate or letterbox if you stay in a condominium or a landed property as there is a chance of your order being compromised as it may be exposed to the changing weather.
Parcels that cannot be left the doorstep will be returned back to our warehouse. You may arrange to self-collect your order from our warehouse or for it to be redelivered for S$8.
Do you ship internationally?
Unfortunately, we do not ship internationally at the moment.
Payment, Discounts & Loyalty Programme
What are the type of payment methods available?
We accept payment through Visa, Mastercard, PayNow, Shop Pay, Apple Pay, Google Pay.
How do I use discount codes?
1. Head to our Rewards page and find the voucher that you want to apply to your order.
2. Make sure that your order value meets the minimum spend value.
3. Copy the voucher code and paste it into the Discount Code section at the bottom of your cart and click Apply.
Misuse of discount codes
We do our best to provide the best experience for each and every pawrent and we hope that you help us by avoiding the misuse of discount vouchers so that we can continue to provide the best for every furkid.
However, if any customer has been found to have misused any discount voucher such as using the first order discount WELCOME8 more than once in each household, Mr Pawsome reserves the right to (i) cancel or grant a waiver to any order (ii) ban the fulfilment of furutre orders (ii) or demand the monetary reimbursement equal to the value of all miused codes.
My discount code does not work, help!
The discount code that you are trying to apply may have expired. Please head over to the Rewards page to check the validity of the discount code. If the code has not expired or there is no expiration indicated, please reach out to us and we will fix it for you immediately.
Pawpoints - How to earn and redeem
How to Earn?
Sign up for a Mr Pawsome account and start accumulating points to redeem discount vouchers. You get 1 PawPoint for every S$1 spent.
Besides receiving PawPoints on each of your purchases, get a few more PawPoints by following or dropping a like on our social media pages.
How to Redeem?
You can redeem your PawPoints by clicking on the Reward icon on the bottom left of your screen.
Once you have navigated to the redeption page, click the Redeem button for the value you would like to redeem. Copy the code shown and paste it in the Discount Code section in your cart.
If you have redeemed your discount and did not manage to copy the discount code the first time, don't worry! Head over to the Rewards List and you will find all your claimed discounts waiting for you.
There are 5 Discount Tiers you can redeem from:
- $2 OFF for 200 PawPoints
- $5 OFF for 300 PawPoints
- 10 OFF for 450 PawPoints
- $25 OFF for 1000 PawPoints
- $45 OFF for 1500 PawPoints
Rewards for referring a Pawrent
What Do You Get?
Receive 300 PawPoints whenever you refer a friend, which you can save or use to claim a $5 discount code immediately!
What Does Your Friend Get?
Your friend receives a $5 discount code that they can use on their next purchase. Do remind them to use the $8 Welcome Voucher WELCOME8 first to get the maximum savings!
Exchange, Return & Refund Policy
I changed my mind, can I exchange my order for another item(s)?
If your order has not be shipped, do cancel your order and place another order. If you have trouble with placing a new order, please reach out to us on WhatsApp at 8788 3890.
If your order has been delivered to you, we can only do a 1-to-1 exchange if the items you want to exchange for are of the same value. eg. Changing of flavour.
If you would like to change to an item of a higher price, you will need to pay the increment, and if it is lower, we will refund you the difference.
You may arrange to drop off your product and make the exchange at our warehouse. Alternatively, we can collect the product you wish to return and send you the product you would like to exchange to for a delivery fee of S$8.
I have a problem with my order, what now?
In the unlikely event that there is an issue with your order, please reach out to us at hello@mrpawsome.com.sg or WhatsApp us at 8788 3890. We will provide a 1-to-1 exchange of your product if:
- The wrong product was delivered
- The delivered product is damaged
- The delivered product is past its expiry
- There is a manufacturer defect
Is my product eligible for an exchange or refund?
For all exchanges and refunds to be eligible:
- The exchange or refund request must be made within 7 days of receiving your delivery
- The product you wish to exchange must be unused and in its original sealed packaging
- You will need to provide us with the original order confirmation/invoice, with your order reference number as proof of purchase from Mr Pawsome If the above requirements are met, we will arrange for an exchange at the earliest available time. If the exchange is due to a manufacturing defect, wrong product delivered or damaged product, the delivery fee will be waived. Otherwise, there will be a delivery charge of S$8.
All product(s) returned for exchange will be inspected. Mr Pawsome reserves the right to refuse an exchange or refund should the product(s) be found to have not fulfilled any of the exchange/refund requirements or is not defective/damaged as claimed. You may collect your product(s) back from our warehouse or request for a delivery for an S$8 delivery charge should such an incident occur.
General
What are your operating hours?
We operate from Monday to Friday from 9am-6pm, and on Saturdays from 9am-12:30pm
