FAQs

PRODUCT

1. How do you curate products?

We use science-based nutrition standards to evaluate and ensure that the ingredients that go into your pet’s food bowl are nutritionally optimal for your pet’s health.

In essence, we’re looking at two things - firstly, the product’s ingredient quality and source, and its adherence to the industry standards.

Do check out our curation story!

2. What should I feed my pet?

Paws and Play only carries good quality and nutritionally appropriate pet food. Pet food often comes in different forms and has different preparation time, process and price points, we’ll leave it up to you to decide what you’d be most comfortable with exploring, and is best-suited for your pets.

Not sure where to start or undecided on what to feed? Take your first step in upgrading your pet’s food with The Good Box! The Good Box is an easy, affordable way to upgrade your pet's diet through a sample box of the brands we love and support, customisable according to your pet's preferences.

If you need help understanding the nutritional value of different pet food options, we can definitely assist you in your pet food selection. Email us directly at hello@pawsandplay.sg and we will help you!

That being said, it is still extremely important to seek your vet’s advice should your pet have any existing medical conditions before making any changes to your pet’s diet.

ORDERING

1. How do I know if my order has been confirmed?

We will send you an auto-response upon ordering. This means that our system has captured your order and we’re on it!

A customer service officer will contact you should there be any issues with your order.

2. How do I change quantities or cancel an item in my order?

Do it quick! Drop us a Whatsapp message at +65 8894 8854 or email us at hello@pawsandplay.sg with the following details; order number, name, and items you’d like to cancel.

All changes to an order are to be made, at the latest, 24 hours (Standard Shipping) or 12 hours (Express Shipping) from order confirmation.

3. What payment methods are available?

We accept credit card payments with Visa or Mastercard, and online payments with ShopPay, Google Pay or Grab Pay. We also accept direct payments via PayNow.

SHIPPING & DELIVERY

1. How long does it take to receive my order?

It generally takes 1 working day to process your order. You can expect your order to arrive at your doorstep within 2 - 4 business days from the date of order confirmation. You may also opt for Express Shipping for your order to be delivered within 1 - 2 business days.

If you have a preferred delivery time (or special requests), you may indicate it under the “Special Instructions” during checkout.

2. Can you leave my order by the door?

Yes of course! If you prefer to have your order left by the door, please indicate so under “Special Instructions”.

If you did not indicate for your order to be left by the door and there is no one to receive the delivery on your behalf, we will attempt to contact you via your mobile number or email address. In the unfortunate event that you are uncontactable, we will leave your order by the door and you will receive a photograph of your order.

Written instructions to leave your order at the door means that you agree to absolve Paws and Play of all responsibilities once the delivery is completed, and as such, we will not be liable for any case of damage or lost parcel. This also applies to the above described scenario of not being contactable.

3. Do you ship internationally?

We do not offer international shipping at the moment.

Find More Information in our Shipping Policy

RETURNS & REFUNDS

1. What if I want to cancel my order?

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our Refund Policy.

2. Can I request for a return/exchange/refund?

We will happily accept returns due to change of mind as long as a request to return is received by us within 7 days of receipt of the item and is returned to us in original packaging, unused and in resellable condition. Return shipping will be paid at the customers expense and will be required to arrange their own shipping.

Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. Paws & Play will refund the value of the goods returned but will NOT refund the value of any shipping paid.

We will do our best to review every situation and make things right!

Find More Information in our Refund Policy

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Is your question not here?
E-mail us at hello@pawsandplay.sg

Still need help?
Please feel free to Whatsapp us at +65 8894 8854 and we will help you with any other questions you may have.

Help us
We are always working to improve. If you have any comments on how we’re doing or what we could do to be better, please let us know!