DELIVERY & RETURNS 

DELIVERY POLICY

All our orders are hand-delivered by our team. Your pup's delicious meals will arrive within 5-7 working days from your date of order. We strive to deliver our meals within this stipulated time. However, please allow us up to a maximum of 10 days for us to prepare your order when time gets busy.

 

 

WHAT IS THE DELIVERY FEE? 

FROZEN ITEMS (fresh meals + bone broths): We charge a flat rate of $10 for orders below $120 (except for Sentosa, Tuas and Jurong Island where a flat $15 delivery fee will be applied for orders below $120. We currently only deliver within Singapore. 

DRY ITEMS (superfood sprinkles + treats): We charge a flat rate of $5 for orders below $120 (except for Sentosa, Tuas and Jurong Island where a flat $15 delivery fee will be applied for orders below $120. 

HOW DO I TRACK MY ORDER?

You will receive an SMS or email notification stating that your parcel has been shipped and it on its way to you 1 day before it arrives.

Our team will contact you directly to arrange for delivery. Our delivery hours are from 12PM to 6PM. Please ensure that there is someone available on that day to receive the order.

WHAT IF I AM NOT HOME TO RECEIVE MY ORDER?

As our meals are delivered freshly chilled or frozen, it is not advisable for us to leave your order in the riser/doorstep for long periods of time. This is due to the fact that bacteria may breed in the food items, which may cause an upset stomach if consumed.

 

Hence, if there is no one at home to receive the order, an extra re-delivery fee of $10 applies per order. We seek your understanding on this.

CAN I LEAVE MY ORDER AT MY NEIGHBOUR'S PLACE?

If you will not be home to receive the order and would like to make special arrangements for us to deliver your order to your neighbour's home, please contact us at least 1 day before the date of delivery.

 

Please provide us with your neighbour's details:

  • Name

  • Contact number

  • House/Apt unit number

*This does not apply to items such as superfood sprinkles. 

RETURN, REFUND & EXCHANGE POLICY

 

HOW CAN I GET A REFUND?

We know that every pup has a different palate. That is why we have a 100% money back guarantee for all first orders. We will gladly refund the full amount within 7 days from your date of purchase.

If you find that our meals are not a good fit for your pup on subsequent orders, fret not. Just email us at caninepantry@gmail.com and we will be there to hear you out. 

 

HOW CAN I EXCHANGE AN ITEM?

We do not accept returns or exchanges for our fresh meals and bone broths. For dry items, we accept returns and exchanges if they are unopened and if seals are intact. Shipping cost will be borne by the customer.

WHO DO I CONTACT FOR RETURNS AND REFUNDS?

Please contact us at caninepantry@gmail.com if you would like to proceed with a return or refund. Please indicate the following:

  • Your order # 

  • Your tracking #

  • Why you would like to refund your purchase

  • Photo(s) of the item that you are not satisfied with (if applicable)

    • E.g. unsealed food packaging, etc. 

WHEN WILL MY REFUND BE CREDITED?

Your refund will be credited to the original payment method (currency, account and payment method as used for original purchase). If your original payment method was “Cash on Delivery” a bank account should be provided in order for the refund to be processed.

 

Please note that delivery fees are non-refundable. Please allow up to 20-25 days for refunds to be processed be fully credited to your original payment method as there may be varying processing times between payment providers.