Frequently Asked Questions
Accounts
Can I place an order without creating an account?
Yes! You can choose to checkout as guest or register to be a Paw Haven Member to collect Paw Points to offset on all your orders!
How do I register for an account?
Click on the User icon on the top right corner of the page. Click on 'Create Account' and fill in the necessary field.
You're now officially a member of Paw Haven Pet Store!
Alternatively, click here to sign up to be a member of Paw Haven Pet Store!
What benefits do registered users enjoy?
As a registered user at Paw Haven, you get to enjoy additional benefits and perks such as :
🐾 Earn Paw Points and get discounts off your next purchase.
🐾 Enjoy members exclusive discounts!
🐾 Faster checkout.
What should I do if I did not receive the right amount of points for my order?
In the unlikely event where you have been rewarded the wrong amount of Paw Points. Please reach out to us through whatsapp / emails within 7 days of your purchase with your order ID.
Paw Points
How does Paw Point works?
Receive 1 Paw for every $1 spent!
Accumulate Paws to redeem cash voucher to offset for your purchases.
Every 100 Paw Point = $1 off
Can I collect Paw Point without an account?
Unfortunately you are not able to collect Paws without an existing membership.
You must be an existing member in order to collect Paws.
If you'd like to sign up as a member, simply click on the User icon on the top right corner of the page. Click on 'Create Account' and fill in the necessary field.
Congrats! You're now officially a member of Paw Haven Pet Store!
Alternatively, click here to sign up to be a member of Paw Haven Pet Store!
Do I get extra Paw Points during birthday month?
Yes. For all registered user, during their birthday month they will receive Paw Points and enjoy exclusive perks!
Kindly note that all birthdays must be registered at least 30 days in advance to be rewarded.
*Birthday Paw Points are limited to one redemption per year*
Will my Paw Points expire?
No, your Paw Points does not have an expiration date.
Will I still get my Paw Points if my order is cancelled / refunded?
No, you will not get Paw Points for order that are refunded / cancelled.
My family owns 2 pets but we live in the same household, do we qualify for the perks of two accounts?
All redeemable rewards such as birthday perks and referral code are limited to one redemption per household / address.
*Any individual found to be abusing the rewards / referral system may be suspended from any membership benefits*
Delivery
Which area do you not deliver to?
We deliver to entire Singapore except restricted delivery areas.
Note : For deliveries to Sentosa Island, will be chargeable at $8 per trip.
*Restricted Delivery Area*
- Jurong Island
- Tuas Link
- Changi Cargo
- Army Camps
- Off-shore Islands such as Pulau Ubin
- Airbase sites.
Is delivery free?
Delivery for all orders above $65 is free. If your order is below $65 a delivery fee of $2 will be charged.
[Tip : If your order does not qualify for free delivery, you may consider adding on an extra bag of treat or toy to get your order delivered for free! You’ll save the fee and get something extra for your furr-kid to enjoy!]
All auto-fill section appearing on our website for personal information are stored in your personal devices. Therefore, please keep your device secured with Anti-Virus programs as well as Anti-Spyware programs.
How long does delivery take?
We strive to deliver all orders within 1 – 3 working days after order confirmation.
[Note : Kindly anticipate longer delivery time during Public Holidays or Periods of sale (E.g. 11.11 Sale) due higher volume of parcels to be delivered]
What if i need my order urgently?
If you have placed an order on our website and need to receive it urgently, click here to contact us directly via whatsapp.
Do you offer international shipping?
You may contact us directly if you would like us to ship internationally.
*Only non food item will be eligible for international shipping*
Note : Shipping cost will be calculated separately based on country, weight of package and type of postage.
Can I walk-in / self collect my order?
Yes you may. If you have opted for the self collection option during checkout, a member of our team will contact you to arrange for self collection.
*Please inform us if you are running late.*
Exchange Policy
There was a problem with my order, what do I do?
In the unlikely event where you :
- Received the wrong item
- Received a defective item
- Received an expired item
Please contact us directly through whatsapp / email to let us know. We will arrange for an exchange / replacement. The re-delivery will be free of charge.
*Please note that for wrong item, please make sure the item is un-opened. Items that are open will not qualify for exchange*
My Cat / Dog does not want to eat the food I bought, what can I do?
We do not accept exchange or refund for food items bought from our website.
However, for non-food items, we accept exchange or refund for store credits only if :
- Items are in its original packaging
- Items are not damaged
For delivery of exchange items, you will be charged an additional delivery fee of $6
For collection of refund items, you will also be charged an additional delivery fee of $6. Alternatively, you may return it at our warehouse at Ang Mo Kio. Upon recieving your items, we will issue a credit note into your account that you made that purchase on.
All exchange or refund requests should be raised within 7 days of recieving you orders. Any exchange or refund request will not be accepted.
What are the criteria for an exchange?
- Accessories which are unused, in its original packaging and still have the tag on.
- Order Confirmation, Reference Number and Proof of Purchase will be required.
- Exchange / refund request to be raised within 7 days of purchase.
- Items bought during promotional event will not be exchangeable.
