General

 

Which Product to Try


To avoid triggering an allergic reaction, we advise customers to purchase a product with meat protein(s) that their dog(s) are known to be able to eat. Nutri-Pup (Gourmet Cooked) For first timers, pork is an ideal option as it is the least likely to trigger an allergy. However, please note to always seek advice from your vet if unsure Nutri-Raw (Gourmet Raw) For first timers, chicken is an ideal option as white meat is less rich and easier on the digestive system while transitioning.




Change in Order


Changes might be possible if your order has not yet been prepared. Depending on what the changes are, we will refund or issue an invoice for any difference in cost. Please whastapp +65 8752 1684 to check with us!




Dietary Requirements | Custom Orders


If you would like to make changes to our formulated meals due to your dog's dietary requirements, please submit a request to us. We take all custom orders on a case by case basis. Please note that the changes can affect the balance of our products. Minimum order and extra charges may apply.




Differences in Food


There can be times when our products differ slightly between batches even though the ingredients used are the same. But we assure you that the differences does not affect the quality or safety of the product. All products are prepared/cooked in small batches to maintain freshness in the food we sell. Photos are for illustration purposes.




Best Before Date


All products have the best before date stamped on. Please refer to the date for reference! We recommend customers to order 1 month supply each time to ensure that your dog is consuming the freshest food possible. *This does not apply to customers on subscription as delivery plans will be made




Cancellation


A full refund will be provided for non-custom orders cancelled 48 hours before delivery date. A full refund will be provided for custom orders cancelled 1 week before delivery date. No refund will be provided if order is cancelled as a result of reasons not caused by us due to perishability of products.




Retail Stores


You can find our products at the following locations. More details here The Pawlour 48, Lorong 1 Realty Park
Singapore 536962
Bow Wow Pets 308 Telok Kurau Road, #01-11, Vibes @ East Coast
Singapore 423858




Enquiries: Whatsapp/Message/Email Only


It will be easier for reference and allows us to have the required information on hand when providing recommendations and changes!




Sensitive Digestive System


We recommend going for tried and tested proteins coupled with a transition period to best avoid a stomach upset. Soft stools may be observed but it should become firm and regular after a couple of days as your dog adjusts to the new food!





 

Delivery

Is Delivery Free


Orders above $80: Free delivery Orders below $80: Delivery fee of $5




Selecting Multiple Delivery Dates


We do allow customers to have multiple delivery dates in one order. Choose your dates on the product page when adding items to the cart and select the correct corresponding number of deliveries you wish to have. The price difference (if any) will be calculated for you. For every $80, there is 1 free delivery E.g. if your order is $160, you qualify for 2 free deliveries. Please select 2 deliveries at checkout if you would like the order to be split. Otherwise select 1 delivery for your order to be delivered together.




Changes to Delivery Date | Time | Address


Please notify us via whatsapp/message/email 24 hours prior to your delivery date. Otherwise a re-delivery fee will apply Re-delivery fee $6




Unsuccessful Delivery


If a delivery is unsuccessful due to wrong address given and/or nobody at given address to receive, a redelivery fee of $6 will be charged. We will wait up to 10 minutes and if by then there is still no answer at the door/nobody picking up our calls (phone calls and/or intercoms), we will leave with the order. (Redelivery fee applies)




My Dog is with a Sitter/Boarding


We've got you covered! Simply key in the boarder's/sitter's address with your set of instructions and we will deliver. Even if you're out of town, you can make a purchase online and we will make sure your pupper has a yummy good time at their pawcation! *Please ensure that your boarder/sitter will be able to accommodate the frozen food. Otherwise do contact us and we can work out a delivery plan for you!




Delivery Requests


To ensure that we are able to fufil all our deliveries efficiently and safely, we are unable to accept delivery timing requests. We advise all customers to make sure that the date selected works for them as all our products need to be kept frozen. If nobody is home, we will be able to leave the order at your doorstep provided we are given consent either over the phone and/or through text. A photo will be provided. Please note that should customers opt for this option, we are not liable for the condition of the products after they leave our care.




Delivery Locations


We deliver islandwide except Jurong Island




Delivery/Working Days


Our deliveries are from Monday to Friday evenings, 7pm - 10pm. Please note that we currently do not deliver on weekends and public holidays!





Returns & Refunds

 

Is Delivery Free


Orders above $80: Free delivery Orders below $80: Delivery fee of $5




Selecting Multiple Delivery Dates


We do allow customers to have multiple delivery dates in one order. Choose your dates on the product page when adding items to the cart and select the correct corresponding number of deliveries you wish to have. The price difference (if any) will be calculated for you. For every $80, there is 1 free delivery E.g. if your order is $160, you qualify for 2 free deliveries. Please select 2 deliveries at checkout if you would like the order to be split. Otherwise select 1 delivery for your order to be delivered together.




Changes to Delivery Date | Time | Address


Please notify us via whatsapp/message/email 24 hours prior to your delivery date. Otherwise a re-delivery fee will apply Re-delivery fee $6




Unsuccessful Delivery


If a delivery is unsuccessful due to wrong address given and/or nobody at given address to receive, a redelivery fee of $6 will be charged. We will wait up to 10 minutes and if by then there is still no answer at the door/nobody picking up our calls (phone calls and/or intercoms), we will leave with the order. (Redelivery fee applies)




My Dog is with a Sitter/Boarding


We've got you covered! Simply key in the boarder's/sitter's address with your set of instructions and we will deliver. Even if you're out of town, you can make a purchase online and we will make sure your pupper has a yummy good time at their pawcation! *Please ensure that your boarder/sitter will be able to accommodate the frozen food. Otherwise do contact us and we can work out a delivery plan for you!




Delivery Requests


To ensure that we are able to fufil all our deliveries efficiently and safely, we are unable to accept delivery timing requests. We advise all customers to make sure that the date selected works for them as all our products need to be kept frozen. If nobody is home, we will be able to leave the order at your doorstep provided we are given consent either over the phone and/or through text. A photo will be provided. Please note that should customers opt for this option, we are not liable for the condition of the products after they leave our care.




Delivery Locations


We deliver islandwide except Jurong Island




Delivery/Working Days


Our deliveries are from Monday to Friday evenings, 7pm - 10pm. Please note that we currently do not deliver on weekends and public holidays!





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