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

Refund


If applicable, your refund will be processed within 3 working days. Please allow for a few days for the amount to be reflected. If you opt for a credit discount at our store, you will be issued a code within 3 working days. Shipping costs are non-refundable if the delivery has been fufilled. Please note that extra charges may apply if we are to collect returned products from your convenience.




Shipping


Shipping costs are non-refundable if the delivery has been fufilled. Please note that extra charges may apply if we are to collect returned products from your convenience. If you receive a refund/store credit discount, all shipping costs will be deducted from your refund.




Returns


Custom products sold are non returnable or exchangeable. Standard products may be returnable or exchangeable on a case by case basis. Trays returned must be fully sealed and undefrosted.





Returns & Refunds

 

Refund


If applicable, your refund will be processed within 3 working days. Please allow for a few days for the amount to be reflected. If you opt for a credit discount at our store, you will be issued a code within 3 working days. Shipping costs are non-refundable if the delivery has been fufilled. Please note that extra charges may apply if we are to collect returned products from your convenience.




Shipping


Shipping costs are non-refundable if the delivery has been fufilled. Please note that extra charges may apply if we are to collect returned products from your convenience. If you receive a refund/store credit discount, all shipping costs will be deducted from your refund.




Returns


Custom products sold are non returnable or exchangeable. Standard products may be returnable or exchangeable on a case by case basis. Trays returned must be fully sealed and undefrosted.





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