Frequently Asked Questions
How soon will my order be confirmed?
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 email@example.com and we will assist you with top priority.
My order is urgent, is there any way I can get it earlier?
Shipping & Self-Collection
Is delivery free?
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?
Payment, Discounts & Loyalty Programme
What are the type of payment methods available?
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
- $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
Exchange, Return & Refund Policy
I changed my mind, can I exchange my order for another item(s)?
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 firstname.lastname@example.org 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?
- 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.