Frequently Asked Questions

Delivery

What are the charges for home delivery?

For orders more than SGD 100.00 nett (ie, after deduction of any discount or points redemption), delivery is free of charge.

For orders less than SGD100.00, there will be a delivery fee of SGD 10.00.

For delivery within the CDB area, there will be a SGD 5 ERP surcharge.

When will the orders be delivered?

You can select the preferred date and time that you wish to have your order. However, should we require more time to have your order sorted we will inform you beforehand. It will usually take 3 working days.

Can I request for urgent delivery?

Please contact us @ 9026 4166 if you require urgent delivery. We will be pleased to deliver your orders/service. (Please note that delivery will be based on our stock’s availability and time slots.)

Is there any restriction in location for delivery?

Delivery is island-wide in Singapore only. For delivery outside of Singapore, please email admin@pawfamily.sg.

Order/Purchase

How do I know if my order is confirmed?

You will receive an email notification from us upon confirmation of order.

If you do not receive any email after submission of your order, please check to ensure our email has not been filtered to your junk mail box.

Can I request to repack dry food?

Yes this is an extra service to our customers and is free of charge. Please indicate your request in the comment box at the check out page.

Repacking standards:

STRICTLY NO REPACKING FOR 10LBS AND BELOW.

REPACKING OF 11LBS TO 15LBS: STANDARD AT 3 BAGS MAX 4 BAGS (with additional charge for 4 bags)

REPACKING OF ABOVE 15LBS: STANDARD AT 4 BAGS ONLY (UNLESS OTHERWISE AS GIVEN OPTIONS UPON ORDERING) MAX 6 BAGS (with additional charge)

Please be assured that we will pack and seal our dry food with hygienic, good quality bags. Please note that the condition of repacked dry food might be altered (as compared to dry food in its original package from manufacturer). We will deliver original package with the repacked dry food. Please check all repacked dry food products upon delivery. We regret to inform you that once repacked items accepted, we do not accept exchange/refund.

Can I change/cancel my order?

You may change or cancel your order by calling us at least 6 hours in advance prior to delivery.

What if an item I have ordered is out of stock?

Our friendly customer service personnel will be pleased to contact you and advise on the estimated waiting time required for product availability or the best alternative products.

What if an item I am interested is not listed on your website?

Please drop us an email at admin@pawfamily.sg or call our hotline 9026 4166. We will do our best to help.

Can I request for a receipt upon receipt of my order?

As all orders are placed by customers, the orders will be generated and sent to the email registered, thus all customers will have a copy of what they had ordered. We do not provide printed receipt as this will be a duplicate of our accounting system as well as not environmentally friendly.

Payment

What are the modes of payments?

Payments can be made via:

1) Internet Banking / ATM transfer

DBS Saving Account 017-0-098022

or

OCBC Corporate Current Account 557-815529-001

Fund transfer has to be completed before order will be processed

2) Cheque made payable to ‘Paw Family’ and cross “Bearer”

3) Cash – We appreciate exact cash prepared as our drivers do not prepare excess cash.

4) Paypal

Worldwide secure online payment using credit card.

Does the price include GST?

GST is absorbed by Paw Family. Hence, no GST is imposed on your purchase.

What should I do if I want to enjoy the additional 6%-10% promotion for orders above $200?

You have to submit your order first. Upon receiving your order, we will send you your revised total after discount by email. You can then make payment accordingly.

Please note that this promotion does not apply to credit card payment, bundle purchases or promotion items.

Exchange/Refund:

Can I exchange the products that I have ordered?

– We are able to provide 1 to 1 exchange for food items with manufacturing defects there is STRICTLY NO EXCHANGE OF FOOD IF ORDER IS PLACED WRONGLY

– Item must be returned within 7 days in its original packaging from the date of delivery

– Kindly provide us the original invoice as a proof of purchase

– We encourage our customers to check for defects on accepting our delivered products

– Please note that there will be no exchange for repacked food as mentioned in Point (B) above

Can I get refund instead of exchanging the product I ordered?

There will be no refund for products delivered.

Can I exchange or refund for the item I have ordered wrongly?

As measurements and information are given on our site to ease you in measuring before ordering, we do not do exchange or refund in such instances.

Paw Family Membership

Why do I sign up as a member?

Only registered members will be entitled to our Loyalty Rewards Programme.

“Paw Points” will be allocated for each item ordered. They can be used to redeem free products or to enjoy discounts for their future purchases.

Kindly refer to our “Paw Rewards” Page for more information on our loyalty rewards.

How can I sign up as a member?

Simply “Log In” on the top right hand corner of the website. You will see “Create an Account”. Just click on it and fill in your particulars to be our member.

What if I forget my password?

Don’t worry. You can click “Log In” and then “Forgot Your Password?”. You will be asked to provide your email address. Upon typing in your email address, click on the “SUBMIT” button and you will receive a new password sent to the email address that you have just submitted.